Global Journal of Research in Management

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

Evaluation of Various Factors Contributing to Accomplish Patient Pleasing OPD Services–A Questionnaire Based Survey


Affiliations
1 Department of Management, Sumandeep Vidyapeeth, Vadodara, Gujarat, India
2 KM Shah Dental College, Sumandeep Vidyapeeth, Vadodara, Gujarat, India
3 Rajiv Gandhi University, Bangalore, India
4 The Maharaja Sayajirao University of Baroda, India
     

   Subscribe/Renew Journal


Health care quality is a global issue. The health care industry is undergoing a rapid transformation to meet the ever-increasing needs and demands of its patient population. Hospitals are shifting from viewingpatients as uneducated and with little health care choice, to recognizing that the educated consumer has many service demands and health care choices available. The closest most of measuring consumers‟ experiences is the occasional satisfaction survey. The objective was to evaluate the satisfaction level of the patients attending OPD at Dhiraj Hospital, Piparia,to identify the areas of OPD services which require necessary improvements at Dhiraj hospital, Piparia,to evaluate satisfaction of patients based on gender of respondents and to evaluate satisfaction of patients based on age of respondents.

A descriptive cross-sectional survey was conducted among people attending the OPD and they were requested to fill the proformas which contained 18 questions to assess the areas which needs to be rectified.

Area which needs improvement is washrooms. Statistical results showed the difference of opinion between male and female in case of ease of transportation to the hospital and regarding nurse‟s and doctor‟s attention towards them. No difference found in satisfaction level of patients of various age groups.

The aforementioned hospital has all the facilities and services which result in a satisfied patient output. The hospital should also focus on the hygienic and cleanliness aspect of the hospital as the first point of observation when a patient enters the hospital is its environment. The study showed a good level of satisfaction of patients with services obtained from this tertiary care centre. Appropriate and on-going data collection and analysis could help in optimizing utilization of outpatient services to achieve better outcomes.


Keywords

OPD, Patient Satisfaction, Services.
Subscription Login to verify subscription
User
Notifications
Font Size


  • Arshad A S et al.(2012) “Measuring patient satisfaction: A cross sectional study to improve quality of care at a tertiary care hospital.”Health Line;3(1):59-62

  • Marshal G N & Hays R D “The Patient Satisfaction Questionnaires Short-Form” 1994:1-36

  • Mandokhail A K(2007) “Patient Satisfaction Towards Out Patient Department (OPD) Services Of Medicine Department In Banphaeo Community Hospital SamutSakhon Province, Thailand” Journal of Public Health and Development; 5( 3):97-105

  • MankarMedhavi et al (2013). Indian J. Prev. Soc. Med.; Vol. 44: No.1-2.

  • McNealy Roderick M. In: Making Customer Satisfaction Happen: a Strategy for Delighting Customers. 1st ed. Massachusetts: Chapman and Hall; 1994.

  • Mohd A and Chakravarty A (2014) “Patient satisfaction with services of the outpatient.” Medical Journal Armed Forces India :237-242.

  • Sitzia J, Wood N. (1997) Patient satisfaction: a review of issues and concepts. Soc Sci Med. ;45(12):1829e1843


Abstract Views: 181

PDF Views: 0




  • Evaluation of Various Factors Contributing to Accomplish Patient Pleasing OPD Services–A Questionnaire Based Survey

Abstract Views: 181  |  PDF Views: 0

Authors

Medha Wadhwa
Department of Management, Sumandeep Vidyapeeth, Vadodara, Gujarat, India
Pulkit Kalyan
KM Shah Dental College, Sumandeep Vidyapeeth, Vadodara, Gujarat, India
Radhika Javia
Rajiv Gandhi University, Bangalore, India
Mamta Yadav
The Maharaja Sayajirao University of Baroda, India

Abstract


Health care quality is a global issue. The health care industry is undergoing a rapid transformation to meet the ever-increasing needs and demands of its patient population. Hospitals are shifting from viewingpatients as uneducated and with little health care choice, to recognizing that the educated consumer has many service demands and health care choices available. The closest most of measuring consumers‟ experiences is the occasional satisfaction survey. The objective was to evaluate the satisfaction level of the patients attending OPD at Dhiraj Hospital, Piparia,to identify the areas of OPD services which require necessary improvements at Dhiraj hospital, Piparia,to evaluate satisfaction of patients based on gender of respondents and to evaluate satisfaction of patients based on age of respondents.

A descriptive cross-sectional survey was conducted among people attending the OPD and they were requested to fill the proformas which contained 18 questions to assess the areas which needs to be rectified.

Area which needs improvement is washrooms. Statistical results showed the difference of opinion between male and female in case of ease of transportation to the hospital and regarding nurse‟s and doctor‟s attention towards them. No difference found in satisfaction level of patients of various age groups.

The aforementioned hospital has all the facilities and services which result in a satisfied patient output. The hospital should also focus on the hygienic and cleanliness aspect of the hospital as the first point of observation when a patient enters the hospital is its environment. The study showed a good level of satisfaction of patients with services obtained from this tertiary care centre. Appropriate and on-going data collection and analysis could help in optimizing utilization of outpatient services to achieve better outcomes.


Keywords


OPD, Patient Satisfaction, Services.

References