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Original Research

Patient satisfaction about health care services: A cross sectional study of patients who visit the outpatient department of a civil hospital at Surendranagar, Gujarat

Krupal Joshi, Kishor Sochaliya, Shyamal Purani, Girija Kartha.


Background: Patient satisfaction is deemed to be one of the important factors which determine the success of health care facility. The real challenge is not getting ready with mere requirements, but also delivers services ensuring good quality. Thus, there is a need to assess the health care systems regarding patient satisfaction as often as possible.

Aims & Objective: To measure the patients’ satisfaction towards health care services.

Material and Methods: A randomly selected 100 patients were interviewed by using pre-structured questionnaires at the end of their O.P.D. visits for 5 days from 16th- 20th January, 2012 at Civil Hospital, Surendranagar. While analysing, they were grouped into categories like availability of services, clinical care, waiting time and cost.

Results: The overall opinion about the efficiency of hospital was satisfactory in 92% of patients. 68% respondents said that the time of coming to hospital and consulted by doctor was too long. Although in 75% of patients the time devoted by doctor was only between 0-5 min., the communication and explanation of disease by doctors were found satisfactory in 80% and 91% respectively. The need of investigations was necessary as per 90% of patients. Time required to locate and get medicines from pharmacy was satisfactory in nearby all patients.

Conclusion: According to patient’s opinion, the study revealed that the degree of satisfaction was mild to moderate with respect to waiting time and availability of specialist in the hospital, which need to be further explored and corrected

Key words: Patient satisfaction, Health care services, Outpatient department

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