Satisfaction Level and its Predictors among Out Patients at Public Sector Hospital in Karachi

Abstract

Background:

Patient satisfaction is an important parameter of evaluating health care services from a patients perspective. In terms of people centered healthcare, it has gained importance over last few decades; but the concept is generally neglected in quality assessment of healthcare setups by developing countries like Pakistan. We aimed to assess the level of satisfaction among outpatients receiving healthcare services at the surgicaloutpatient department, Civil Hospital Karachi, Pakistan; and identify the aspects of healthcare service delivery's quality associated with patient's dissatisfaction.

Methods:

A cross sectional study was conducted at the surgical outpatient department, Civil Hospital Karachi(CHK). Information relating to patient's evaluation of health care service delivery, and level of satisfaction were collected through post consultation survey of 454 patients attending the OPD from 28th February, 2014to 30th April, 2014.

Results:

We found that almost three quarters (75.1%, n=341) of the patients attending surgical outpatient department were not satisfied. They were less likely to be satisfied if they evaluated the interpersonal communication as poor; namely: staff behavior (OR=0.15, 95% CI[0.03-0.82]), service by the attending doctors in terms of explanation regarding their ailment and its treatment(OR=0.13, 95% CI[0.02-0.63]), and over crowd handling by staff members(OR=0.37, 95% CI[0.20-0.66]). They were also less likely to be satisfied 

Conclusion:

This study identifies high dissatisfaction level among outpatients. Furthermore, the influential, alterable variables related to administrative issues and interpersonal communication between patients and hospital staff at outpatient department may provide implications for public sector hospitals aiming at improving the quality of healthcare in developing countries.