Patient Satisfaction With Outpatient Department (OPD) Services At Bahawal Victoria Hospital, Bahawalpur

Wajahat Hussain Bukhari , Zahid Hussain , Saima Arshad,

Abstract

Objective: To determine the patient's satisfaction with outpatient department (OPD) services at BahawaI Victoria Hospital, Bahawalpur
Place of Study: Out Patient Department of BahawaI Victoria Hospital, Bahawalpur.
Study Design: Hospital-based descriptive cross-sectional study.
Duration of Study: January 2022 to March 2022.
Methodology: A sample size of 326 was calculated for the study for 68.7% anticipated population proportion (Satisfaction level). The sample was selected using a nonprobability consecutive sampling technique. A closed-ended questionnaire was used to gather the appropriate information. A total of 16 questions were asked to measure the satisfaction of the respondents with the services. Response to each question was measured on a 5 points Likert Scale. The composite score of each respondent ranged from 16-80. The level of satisfaction on the basis of the composite score was divided into three categories, the score ≥ 65 was categorized as very good, the score in the range 50-64 was categorized as good, the score between 35-50 was satisfactory and score ≤ 35 was taken as poor. Data were analyzed by using the statistical package for social sciences (SPSS) version 21. The chi-square test was used considering p ≤ 0.05 as significant.
Results: The proportion of patients having a very good level of satisfaction was 27.3% while 17.2% had a satisfactory level of satisfaction. Satisfaction of the respondents was not significantly associated with the age of the respondents (p= 0.383) Variables including respondent's education (p = 0.008), gender of the respondents (p= 0.000), and monthly family income (p = 0.021) were significantly associated with patient's satisfaction.
Conclusion:  Education, gender, and monthly family income are key determinants of patient satisfaction with healthcare services.