DOI: http://dx.doi.org/10.18203/2394-6040.ijcmph20161387

Patient satisfaction: a tool for quality control

Minoti Baruah, Kaveeta Dawka, Amal C. Kataki

Abstract


Background: Patient satisfaction is one of the established yardsticks to measure success of the services being provided in the health facilities and critical issue for healthcare providers. It is a complex attitude because a multitude of variables have been identified as its predictors. Diversity in patients’ demographics also molds their perceptions about hospital facilities and services.

Methods:A hospital based study has been undertaken between November 2014 and January 2015 at the Dr. B. Borooah Cancer Institute (BBCI), Guwahati, Assam, India with 50 patients. Primary data was collected through survey approach with systematic random sampling from 50 patients. A semi-structured questionnaire was extracted from the literature relating to the patients’ satisfaction from healthcare services.

Results: Most of the patients were from underserved sections of the community. The overall rating for doctor-patient relationship had 68% satisfied respondents. 70% respondents were satisfied with basic facilities; only 40% respondent were satisfied with information and support services offered 30% respondents were dissatisfied with the organization of care in the institute, overall the respondent posted a satisfaction percentage of 64%.

Conclusions:From the present study we can conclude that, assessing satisfaction of patients is simple and cost effective way for evaluation of hospital services and has helped finding that patients were more satisfied with behaviour of doctors and dissatisfaction was found to be more regarding cleanliness in the toilets and the wards.


Keywords


Patient satisfaction, Hospital, Semi-structured questionnaire

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