A STUDY ON THE LEVEL OF PATIENT SATISFACTION ON OPD SERVICES USING STANDARD INDICATORS IN A TERTIARY CARE TEACHING HOSPITAL, AIIMS, BHUBANESWAR

Dr M V Kiran Kumar, Dr Jawahar S. K Pillai

Abstract


Aim: To determine the service quality as per the standard quality indicators of OPDs and to find out the satisfaction level of the patients attending
the OPDs, AIIMS, Bhubaneswar.
Methods: A Cross sectional descriptive study was carried out for a period of 3 months. Cleanliness, Doctor's behaviour, Staff behaviour, Public
utility services and Waiting time has been analysed in the Outpatient department.
Results: Out of total patients, 64% are males and 36% are females. 77% patients had come for revisit and 50% of patients have utilized the hospital
services for more than 5 times, 84% of patients are satisfied with the cleanliness facility of the AIIMS Hospital while 93% are satisfied with
consultant's behaviour at the time of consultation in OPD. 80% of the patients are satisfied with the public utility services. 70% patients has spent
more than 2 hours waiting for registration and 8.7% suggested that improvement of staff behaviour is needed to some extent.
Recommendations: Behaviour of staff and delay in waiting for registration and patient feedback system need to be improved.
Conclusion: Overall the patients are satisfied with OPD services obtained at AIIMS, Bhubaneswar. The study found that patients are satisfied with
Doctor's behaviour, Public utility services and Cleanliness.


Keywords


Healthcare , outpatient department, patient satisfaction, quality care.

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