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Original Article

IMJ. 2015; 7(3): 154-159


ASSESSMENT OF OPD PATIENT'S SATISFACTION WITH HEALTH CARE SERVICES AT AL-NAFEES MEDICAL HOSPITAL

FARAH AHMED, IRAM YASIR, KHALID HAMEED, SAJJAD AHMED, WASEEM AHMED, MAROOF, SAMIULLAH, USMAN NAJAF, AMANULLAH.

Abstract
OBJECTIVE: To determine socio-demographic profile among the OPD patients and the overall satisfaction level of the patients utilizing the OPD.
STUDY DESIGN: A descriptive cross sectional study.
PLACE AND DURATION: Conducted in OPD of Al-Nafees Hospital Islamabad from 12th January -12th March 2015.
METHODOLOGY: Through convenient sampling a closed ended structured questionnaire was employed to collect the quantitative data. OPD patients aged 18-64 who showed willingness to participate were included in the study. Indoor patients, patients below 18 and above 64 and those who were not willing were excluded.
RESULTS: The study was conducted on 209 patients. Overall satisfaction level of patients with the OPD health services was 86.2%. Satisfaction level was found to be more in females than males. 42.6% had a family income of >15000 Rupees but satisfaction level with OPD services was same among respondents falling in different categories of family income. Patients with primary level of education were more satisfied. 41.1% waited 15-30 minutes for the examination by the doctor. 89% of the patients were satisfied from the registration staff. 73.3% were satisfied with doctor's service. The satisfaction level from the nurses was 64.6%. 63.3% were satisfied from the services provided by the pharmacy. 63.2% said that the medical expenses were affordable. 88% of the patients agreed upon the cleanliness of the building of the hospital and 77% stated that that signs and boards were easy to follow.
CONCLUSION: In the current study it was found that majority of respondents were highly satisfied with the OPD services offered at Al-Nafees Hospital. Patients were satisfied with the behavior of registration staff, Physicians' communication skills, waiting time for examination, nursing care, pharmacy services and logistic arrangements.

Key words: Out Patient Department, Services, Satisfaction, Patient


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