Patient Satisfaction with Services of the General Outpatient Department of a Tertiary Care Hospital in a Metropolitan City

Abstract

Introduction: Patient satisfaction is at the center of the patient-centered care and is also one of the indicators of the
quality of care. Assessment of satisfaction of the patients attending the general out patient department (GOPD)
of the tertiary care center (government sector) in a metropolitan city helped us identify the potential areas for
improving the health care services and their delivery, which was at the core of carrying out this research study.
Methods: After obtaining Ethics clearance from the Institutional Ethics Committee, this cross sectional study was
conducted among 1377 patients attending the GOPD of the tertiary care centre for a period of a month. Data
collection was done using a study questionnaire.
Results: Of the total study participants, 99% (n=1363) of the patients who visited the GOPD were satisfied with
their doctor. We also found that 75.7% and 95.1% of patients respectively, were of the view that doctors didn’t
explain the side effects of medication and the reason for advising prescription. Ninety seven percent of the patients
responded positively regarding revisiting the hospital; good medical care at an affordable cost was the main
reason for their choice.
Conclusion: The patients were highly satisfied with their doctors and the services at the tertiary care centre.
Depending on the results of the study, recommendations were made in order to be implemented for better delivery
of services.