Patient Satisfaction Survey: A Cross-Sectional Study Conducted in a Tertiary Care Government Owned Hospital in Northern Part of India

Abstract

Background: A paradigm shift has been noticed of turning patient satisfaction surveys into a quality improvement tool as well as a market-driven approach for overall organizational performance³ of any health care establishment across the world. This study is aimed to study the level of satisfaction of patients, various factors associated with such satisfactory findings and to examine the causes of dissatisfaction, which in turn enables to improve the health care delivery facilities in a tertiary level government owned hospital in Northern India.

Material and Methods: Data was captured from admitted patients as well as from the clientele visiting various OPD of the hospital with due randomisation, using patient’s satisfaction survey questionnaire in the time period from Jul to Dec 2023. A total of 102 in-patient and out-patient survey feedback were used to analyse the findings of the study using SPSS software version 20.

Results: A total of 37 patients visiting various OPDs were interviewed and various parameters were captured using the questionnaire survey feedback form. It was found that average score of overall satisfaction rate of visitors of hospital was 4.6 as found by the users towards satisfaction score for communication by doctors. Average feedback score towards hospital cleanliness, amenities of waiting area, availability of prescribed medicines, waiting period in registration desk and behaviour by hospital staffs were also found to be above ‘Very Good’ rating.

Conclusion: Good practices towards patient satisfaction are needed to be adhered on long run to ensure delivery of quality health care to clientele.