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Introduction:
Patient satisfaction is a key determinant
of quality of care and an important component of
pay-for-performance metrics and it is a multidimensional healthcare issue affected by many
factors. It is parameter for assessing the quality of
patient care services [1]. Quality services increase
the confidence of the patient about hospital care.
Patient satisfaction and healthcare service quality
can be increased by using a multi-disciplinary
approach that combines patient inputs as well as
expert judgment [2]. It is difficult to measure the
patient satisfaction level. Both clinical and
nonclinical outcomes of care have influence on
patient satisfaction [3]. Patients carry certain
expectations before their visit and the resultant
satisfaction or dissatisfaction is the outcome of
their actual experience [4,5,6] .
Patients perceptions about healthcare
systems seem to have been largely ignored by
health care managers in developing countries
[7,8]. This is despite the fact that patient
satisfaction surveys are one of the established
yardsticks to measure success of the service
delivery system, functional at hospitals.
Awareness about patient satisfaction is relevant in
the sense that satisfied patients are more likely to
abide by the treatment advised, to continue using
medical services and to promote referrals, thereby
increasing the service volumes.
The SRMS IMS and Hospital was started
by a trust in 1995. As a requirement for education
and training of medical students, the rural health
training center (RHTC) of department of PSM of
this college was started in 2005. The social policy
throughout the world was to built-up health
system based on primary health care, towards the
International Journal of Current Medical And Applied Sciences [IJCMAAS] volume 4, Issue 1.
Female (%)
70(70.0%)
134(52.8%)
204(57.6%)
Total (%)
100 (28.3)
254 (71.7%)
354 (100%)
Chi-square
value
8.74
p-value
0.003
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Quality Of Services
RESPONSES
Number
(n=354)
90
14
40
178
32
78
4
6
0
266
123
97
28
106
326
16
8
4
184
31
6
0
133
percentage
Media(News paper/Radio/TV)
25.4
Hospital staff
3.95
Friends/Relatives
11.3
Old patients
50.3
Others
9.04
2
Mode of transport from
Own vehicle
22.03
home to health centre
Auto rickshaw
1.23
Hospital bus
1.69
Govt. roadways bus
0.00
Others
75.14
3
Type / Kind of health centre
Government
34.7
Private
27.4
Charitable
7.91
Trust
4.5
4
Waiting period b/w arrival
Less than hour
92.1
at OPD and attended by
- 1 hour
4.5
doctor
1 -2 hour
2.3
1.1
More than 2 hour
5
Source of medicine
Free medicine in RHTC
51.9
Paid medicine in RHTC
8.56
Outside from RHTC
1.69
0.00
Free + paid medicine at RHTC
37.6
Free medicine at RHTC + other
medicines from outside
Majority of subjects told that major
326 (92.1%), major source of medicine at RHTC
Source of information about RHTC OPD was
was free medicine 184 (51.9%) and type / Kind of
through old patients (50.3%), mode of transport
centre was a government health centre (34.7%)
from home to health centre was through other
while only few patients (7.91%) knew rightly that
it is a charitable health centre. (Table 3)
vehicles (75.14%), waiting period was less than 30
minute b/w arrival at OPD and attended by doctor
Table 4: Satisfaction of patients regarding quality of services availability at the rural health training
centre
RESPONSES
QUALITY OF SERVICES
Number
Percentage
Availability of drinking water
Yes
342
96.6
No
12
3.4
Satisfaction with cost of treatment
Yes
325
91.8
No
29
8.19
Satisfaction with given treatment
Yes
344
97.2
No
10
2.8
Would you like to visit health centre again
Yes
352
99.4
No
2
0.6
Would you motivate to your friends/relatives to visit this health Yes
330
93.2
centre
No
24
6.8
Are you aware about any beneficial scheme of SRMS IMS
Yes
315
89.0
No
39
11.0
Are you ever heard about Janhit Chikitsa Yojna / Samudayik
Yes
307
86.7
Swasthya Yojna / AHSAS programme of SRMS IMS
No
47
13.3
International Journal of Current Medical And Applied Sciences [IJCMAAS] volume 4, Issue 1.
Age
Sex
Educat
ion
Socio
econo
mic
status
Type
of
family
Less than 20
yrs
20-40 yrs
40-60 yrs
More than 60
yrs
Male
Female
Post graduate
Graduate
Intermediate
High school
Junior high
school
Primary school
Illiterate
Upper
Upper middle
Middle
Lower middle
Lower
Nuclear family
Joint family
3generation
family
Satisfied
219 (%)
Notsatisfied
135 (%)
29(13.2%)
19(14.1%)
115(52.5%)
35(16.0%)
63(46.7%)
25(18.5%)
40(18.3%)
28(20.7%)
100(45.7%)
119(54.3%)
16(7.3%)
14(6.4%)
24(11.0%)
19(8.7%)
50(37.0%)
85(63.0%)
13(9.6%)
12(8.9%)
30(22.2%)
7(5.2%)
42(19.2%)
Pvalue
9(16.1%)
150(50.3%)
52(17.4%)
28(50.0%)
8(14.3%)
57(19.1%)
11(19.6%)
135(45.3%)
163(54.7%)
23(7.7%)
24(8.1%)
47(15.8%)
24(8.1%)
15(26.8%)
41(73.2%)
6(10.7%)
2(3.6%)
7(12.5%)
2(3.6%)
17(12.6%)
52(17.4%)
7(12.5%)
52(23.7%)
52(23.7%)
13(5.9%)
34(15.5%)
24(11.0%)
45(20.5%)
103(47.0%)
124(56.6%)
75(34.2%)
18(13.3%)
38(28.1%)
7(5.2%)
16(11.9%)
21(15.6%)
26(19.3%)
65(48.1%)
84(62.2%)
42(31.1%)
61(20.5%)
67(22.5%)
16(5.4%)
40(13.4%)
37(12.4%)
64(21.5%)
141(47.3%)
172(57.7%)
102(34.2%)
9(16.1%)
23(41.1%)
4(7.1%)
10(17.9%)
8(14.3%)
7(12.5%)
27(48.2%)
36(64.3%)
15(26.8%)
20(9.1%)
9(6.7%)
24(8.1%)
5(8.9%)
0.75
0.11
0.009
0.66
0.51
0.89
0.01
0.08
0.56
0.55
Page | 22
Discussion:
The health care system is basically service
based and patient experiences, satisfaction is of the
utmost importance. It has direct impact on
improving the quality of care in the health service
[13].The present study highlighted the level of
satisfaction and related determinants among
patients attending O.P.D. of RHTC, which is field
practice area of Department of Community
Medicine, SRMS IMS, Bareilly.
Majority of the patients (61.9%) were
satisfied with doctor's behavior at all the facilities
and they also felt that the doctor has given adequate
time to see the patients. More similar finding was
also reported by Arshad A S et al (66%) [14]. In
another study, Arpita Bhattacharya et al [15]
reported 98.2% patients were satisfied with
behavior of doctors.
In present study, 71.7% patients replied
that they were satisfied with cleanliness of health
centre. In another study done by Sodani et al [16]
found 65% satisfied patients with respect to
cleanliness. The better cleanliness could be due to
sufficient & trained class IV employee in this centre.
About 326 (92.1%) patients had to wait less
than 30 minute before consulting doctors. Ranjeeta
Kumari et al [12] found 22.55% patient waited less
than hours. Whereas in another study conducted
by Prasanna KS et al [17] showed that 20% patient
waited less than 30 minutes. This could be due to
competent and better time management of working
health staffs at this centre.
A large majority of respondents (96.6%)
felt that the drinking water facility available at RHTC
for patients was better, which is more close finding
(92.8%) of Rasheed N et al18. This may be due to
better facilities and RO system purifier available at
RHTC.
Table 1 shows that 42.4% patients were
males and rest 57.6% were females. The maximum
number of respondents (50.3%) belongs to the age
group of 20-40 years and minimum respondents
(13.5%) to less than 20 year age group.
The education level of the respondents was
very poor as most of them were either illiterate
(25.4%) or primary passed (19.8%). A study done
by Sodani et al [16] showed that 39% of
Conclusion:
Assessing satisfaction of
patients is
simple and cost effective way for evaluation of
health centre Services. The findings of the present
study carried out for assessing satisfaction of
outdoor patients came in rural health training
centre (RHTC) reveal patients were more satisfied
with behavior of doctors and availability of drinking
water at centre. Illiterates were more satisfied with
behavior of the doctors and class III & IV workers.
Most of the patients were satisfied regarding
cleanliness in the OPD area and hospital campus.
Recommendations:
Patient satisfaction assessment should be
conducted regularly every 6 months interval. In the
OPDs, complaint and suggestion box should be kept,
so that patients can freely put their complaints and
suggestions.
References:
1.
2.
3.
4.
5.
6.
International Journal of Current Medical And Applied Sciences [IJCMAAS] volume 4, Issue 1.
7.
8.
9.
10.
11.
12.
13.
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