ASSESSMENT OF PATIENTS' SATISFACTION IN MEDICAL AND SURGICAL WARDS IN A TERTIARY CARE HOSPITAL
Abstract
Background: Evolution is the natural process that is not limited merely to the biological world but tothe social world as well. The standards of living and the expectations change with time. This study was
done to generate data that can help doctors and hospital administration to identify and solve problems.
Methods: It was a cross-sectional study conducted at a major tertiary care hospital of KPK through the
month of July 2012. An interviewer based patient satisfaction questionnaire was used to estimate
patients' satisfaction by asking questions regarding admission procedure, referral, clinical and lab
investigation services, attitude of doctors and nurses, nursing services, cleanliness condition of the
wards and overall level of satisfaction. Results: Study included 305 patients, 205 from surgical wards
(144 males, 61 females) and 100 from Medical wards (52 males, 48 female). Satisfaction level was
high among females than males. Most of the patients having low level of education and unemployed
patients were satisfied. Cleanliness condition of wards and bathrooms was highly criticised. Attitude of
doctors and nurses was much appreciated. About 70% of the patients were satisfied with explanation
regarding their disease. More than half (59%) were not aware of post-surgical complications, and 67%
were not aware of the use and possible side-effects of medication. About half of the patients couldn't
utilise hospital lab. Overall satisfaction level was 68% in medical wards and 77% in surgical wards.
Conclusions: Overall level of satisfaction was fair in both wards. Attitude of doctors and nursing staff
was appreciated, but cleanliness conditions were criticised. There is a need for availability of free
medicine and improvement of laboratory services and cleanliness.
Keywords: Patients' satisfaction, Patients' experience, Quality of care
References
Pakistan Economic Survey. Population Labor Force and
Employment, Education. Economic Adviser's Wing, Finance
Division, Government of Pakistan, Islamabad; 2011-12. p. 8-10.
Alam MZ, Aman R, Hafizullah M. Patient awareness survey in a
tertiary care hospital. J Postgrad Med Inst 2008;22:266-9.
Ware JE Jr, Davies-Avery A, Stewart AL. The measurement and
management of patient satisfaction: A review of the literature. Santa
Monica: Rand Corporation; 1977. Available from:
http://www.rand.org/content/dam/rand/pubs/papers/2008/P6036.pdf
Wagner D, Bear M. Patient satisfaction with nursing care: a
concept analysis within a nursing framework. J Adv Nurs
;65:692-701.
Delbanco TL. Quality of Care through the Patient's Eyes. BMJ
;313:832-3.
Gouveia GC, Souza WV, Luna CF, Souza-Junior PR,
Szwarcwald CL. Health care users' satisfaction in Brazil, 2003.
Cad Saude Publica 2005;21 Suppl:109-18.
Hatamizadeh N, Jafary P, Vameghi R, Kazemnezhad A. Factors
affecting client satisfaction and dissatisfaction in Out-Patient
Rehabilitation Centers in Kurdistan Province in Iran. Iran Red
Crescent Med J 2012;14(2):119-20.
Cheung CS, Bower WF, Kwok SC, van Hasselt CA.
Contributors to surgical in-patient satisfaction -development and
reliability of a targeted instrument. Asian J Surg 2009;32(3):143-
Pasuraman A, Zeitaml VA, Berry LL. A conceptual model of
service quality and its implication for further research. J
Marketing 1985;49:41-50.
Wensing M, Elwyn G. Methods for incorporating patients' views
n health care. BMJ 2003;326(7394):877-9.
Saravanan B, Ranganathan E, Jenkinson LR, Lessons learnt from
complaints by surgical patients. Clin Governance: Int J
;12(3):155-8.
Madhok R, Hameed A, Bhopal R. Satisfaction with health
services among the Pakistani population in Middlesbrough,
England. J Public Health Med 1998;20(3):295-301.
Amira E. Patient satisfaction in Japan. Int J Health Care Qual
Assur 2008;21:692-705.
Cleary PD. A hospitalization from hell: a patient's perspective on
quality. Ann Int Med 2003;138(1):33-9.
Patavegar Bilkish N, Shelke Sangita C, Prakash A, Kamble
Manjunath S. A cross-sectional study of patient's satisfaction
towards services received at tertiary care hospital on OPD basis.
Natl J Community Med 2012;3(2):232-7.
Imam ZS, Syed SK, Ali AS, Ali US, Fatima K, Gill M, et al.
Patients' satisfaction and opinions of their experiences during
admission in a tertiary care hospital in Pakistan -a cross sectional
study. BMC Health Serv Res 2007;7:161.
Khan MH, Hassan R, Anwar S, Babar TS, Babar S. Patient
satisfaction with nursing care. Rawal Med J 2007;32(1):28-30.
Sidhu TK, Kaushal R, Kumar R. Assessment of satisfaction of
patients attending surgical outpatient. J Clin Diagn Res
;4:2416-20.
Umar I, Oche MO, Umar AS. Patient waiting time in a tertiary
health institution in Northern Nigeria. J Public Health Epidemiol
;3(2):78-82.
Tasneem A, Shaukat S, Amin F. Patient satisfaction: a
comparative study at teaching versus DHQ level hospital in
Lahore, Pakistan. J Pharm Sci Res 2010;2:767-74.
Sadaf R, Zahid M, Nisa M. Patient satisfaction survey in an
obstetrics and gynecology ward of a tertiary care hospital. J Med
Sci 2012;20(3):142-5.
Qidwai W, Dhanani RH, Khan FM. Implications for the practice
of a patient expectation and satisfaction survey, at a teaching
hospital in Karachi, Pakistan. J Pak Med Assoc 2003;53:122-5.
Sultana A, Riaz R, Rehman A, Sabir SA. Patient satisfaction in
two tertiary care hospitals of Rawalpindi. J Rawal Med Coll
;13(1):41-3.
Downloads
Published
How to Cite
Issue
Section
License
Journal of Ayub Medical College, Abbottabad is an OPEN ACCESS JOURNAL which means that all content is FREELY available without charge to all users whether registered with the journal or not. The work published by J Ayub Med Coll Abbottabad is licensed and distributed under the creative commons License CC BY ND Attribution-NoDerivs. Material printed in this journal is OPEN to access, and are FREE for use in academic and research work with proper citation. J Ayub Med Coll Abbottabad accepts only original material for publication with the understanding that except for abstracts, no part of the data has been published or will be submitted for publication elsewhere before appearing in J Ayub Med Coll Abbottabad. The Editorial Board of J Ayub Med Coll Abbottabad makes every effort to ensure the accuracy and authenticity of material printed in J Ayub Med Coll Abbottabad. However, conclusions and statements expressed are views of the authors and do not reflect the opinion/policy of J Ayub Med Coll Abbottabad or the Editorial Board.
USERS are allowed to read, download, copy, distribute, print, search, or link to the full texts of the articles, or use them for any other lawful purpose, without asking prior permission from the publisher or the author. This is in accordance with the BOAI definition of open access.
AUTHORS retain the rights of free downloading/unlimited e-print of full text and sharing/disseminating the article without any restriction, by any means including twitter, scholarly collaboration networks such as ResearchGate, Academia.eu, and social media sites such as Twitter, LinkedIn, Google Scholar and any other professional or academic networking site.