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A study of patient satisfaction and expectation in a newly established tertiary-care teaching hospital: a cross-sectional study

Sudeep Kumar, Anup Kumar, Kranti Bhavana, Pragya Kumar, Dhananjay Kumar.

Background: AIIMS in Patna, India, was started as a tertiary-care center under Pradhanmantri Swasthyay Surakshha Yojna scheme of Government of India. For a newly developing institute, patients’ satisfaction regarding clinical services is of utmost importance for the overall growth of the institute.

Objective: To find out the level of patient satisfaction related to different parameters of quality health care in a newly established tertiary-care hospital and to understand the expectation of the patients with respect to quality of delivered health-care services.

Materials and Methods: A cross-sectional study was conducted among the patients attending OPD of AIIMS, Patna. Total number of patients interviewed using questionnaires were 445 from different departments.

Result: Around 47% patients told that more than 10 min were given to them during consultation and 95.5% patients were satisfied with the time given to them. Around 82% patients thought that treatment/suggestion given to them were either excellent or good. Around 74% patients were satisfied with treatment plan discussed with them. Around 86% had told that attitude of doctors at AIIMS, Patna, was better than doctors at other institutes where they had visited previously. Mean rating to doctors and other health staffs on the basis of advice/treatment given by them was 8.30 and 8.01, respectively, on a 0–10 scale. Around 55% patients thought that drugs should be free to them. Around 63% patients thought that investigations should be free to them and 59% thought that this institute should work as tertiary center but see all the patients who come to OPD.

Conclusion: Patient’s satisfaction from health care decides the fate of health-care providers and health-care delivery system. The institute management need to ensure that the quality care is being provided and a standard is maintained by routine patient feedbacks and evaluation. Training of the faculty needs to be organized routinely.

Key words: Patient, satisfaction, expectation, tertiary-care center

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