Patient Satisfaction: A Tool towards Quality Improvement

2021 ◽  
Vol 37 (2) ◽  
Author(s):  
Ume Sughra ◽  
Manaal Siddiqui ◽  
Sorath Noorani ◽  
Hassan Mansoor ◽  
Sultana Kausar
Keyword(s):  
Quality Improvement ◽  
Patient Satisfaction ◽  
Satisfaction Level ◽  
Cross Sectional Survey ◽  
Good Tool ◽  
Cross Sectional ◽  
Staff Members ◽  
Level Of Satisfaction ◽  
High Level

Purpose:  To determine the importance of patient satisfaction as a tool for quality improvement. Study Design:  Cross sectional survey. Place and Duration of Study:  Pediatric Ophthalmology Department of Al-Shifa Trust Eye Hospital, Rawalpindi, from May 2017 to September 2017. Methods:  This study included 500 individuals, who were caregivers of children visiting the hospital at the time of data collection. Individuals who visited departments other than pediatric department were excluded. Two groups were made. Group 1 included 300 individuals who were interviewed for to assess the patient satisfaction. On the basis of response, play area was made spacious, additional registration counters were placed and more reception staff members were hired to shorten the waiting and registration time, additional fans were installed in the waiting area and patient information was displayed on TV screens to aid uneducated patients and their attendants. Second group with 200 individuals were interviewed after these improvements. Pretested structured questionnaire was used to collect data regarding socio-demographic characteristics and experience of visit to the hospital. SPSS version 20 was used for descriptive and inferential data analysis. Results:  Participants in this survey showed high level of satisfaction after interventions 45 to 65%.There was statistically significant association between satisfaction level and improvement in services was found (p < 0.001). Conclusion:  Satisfaction level of patients depends upon the quality of services and medical care provided and it can be used as a good tool for improving the services in the hospitals. Key Words:  Satisfaction, Outpatient department, Hospital.

Patient Satisfaction with the Health Services Provided by the Pharmacist at a General Hospital in Riyadh, Saudi Arabia

2014 ◽  
Vol 2 (4) ◽  
pp. 517
Author(s):  
Khalaf Ali Al-Jumah ◽  
Mohamed Azmi Hassali ◽  
Ibrahim Alzaagi
Keyword(s):  
Patient Satisfaction ◽  
Employment Status ◽  
Cross Sectional Study ◽  
Pharmacy Services ◽  
Cross Sectional ◽  
Factors Affecting ◽  
Item Questionnaire ◽  
Level Of Satisfaction ◽  
High Level

Background: Patient satisfaction is one of the main indicators for determining the quality of the services provided to patients by pharmacists.Objective: The purpose of this study was to determine the patients’ satisfaction and various factors affecting satisfaction with pharmacists dispensing services atKingSaudMedicalCity inRiyadh,Saudi Arabia.Methods: A cross-sectional study was conducted to explore patient satisfaction with the pharmacy services from August through September2013. A self-administered, 10-item questionnaire was administered randomly to 500 participants to evaluate patient satisfaction. Twenty questionnaires were excluded because they were incomplete. Statistical Package for Social Sciences (SPSS) version 17.0 for Windows was used to analyze the data.Results: The response rate of this study was 96%. Most of the respondents were female (252, 52.4%), and 69.9% of the sample visited the pharmacy 3 or more times per year. The majority of the patients reported a high level of satisfaction, which was slightly variable among the groups, particularly with respect to the education level and employment status of the patients. Patients with a high school education or less were the most satisfied with the pharmacy services with a mean score of 3.50 (df= 2.969, F= 3.659, p=<0.006). Unemployed patients were the most satisfied with the pharmacy services, with a mean score of 3.52  (df= 2.580, F= 3.138, p=<0.044).Conclusion: The patients reported a high level of satisfaction with the pharmacy services atKingSaudMedicalCity inRiyadh. 

Relationship between the Responsiveness of Service Providers with Patient Satisfaction at Three Conventional Radiography Services in Denpasar

2016 ◽  
pp. 75
Author(s):  
Cokorda Istri Ariwidyastuti ◽  
P.P. Januraga ◽  
Dyah Pradnyaparamita Duarsa
Keyword(s):  
Patient Satisfaction ◽  
Service Providers ◽  
Univariate Analysis ◽  
Conventional Radiography ◽  
Cross Sectional Survey ◽  
Chi Square ◽  
Cross Sectional ◽  
Chi Square Test ◽  
The Relationship

Background and purpose: Patient satisfaction, including on radiography services, is an important component of health care provision. Surveys on patient satisfaction have been carried out particularly in government hospitals, but a more detailed study to determine the relationship between patient satisfaction with the responsiveness of service providers has yet to be carried out. This study aims to determine the relationship between the six domains of responsiveness of service providers and outpatient satisfaction at three conventional radiography facilities in Denpasar.Methods: Study was conducted by cross-sectional survey of 158 respondents selected consecutively in three conventional radiography services, namely a government hospital, a private hospital and a private radiology clinic. Data were collected through interviews using modified questionnaires on responsiveness from WHO. Data were analyzed by univariate, bivariate (chi-square test) and multivariate logistic regression method.Results: Univariate analysis indicated that patient satisfaction was 69% but still below the minimum service standards (>80,0%). Multivariate analysis showed that factors associated with satisfaction were the domain of attention (AOR= 3.77; 95%CI: 1.62-8.76), the quality of infrastructure (AOR=4.57; 95%CI: 1.61-12.93) and communication (AOR=6.30; 95%CI: 1.75-22.64).Conclusion: Patient satisfaction was generally still below the standard. Domains of responsiveness associated with patient satisfaction were the quality of infrastructure, level of attention and communication skills of service providers.

scholarly journals Hubungan Mutu Pelayanan Keperawatan dengan Tingkat Kepuasan Pasien di Ruang Asoka RSUD Dr. R. Koesma Tuban

2019 ◽  
Vol 1 (1) ◽  
pp. 85-93
Author(s):  
Tiara Putri Ryandini ◽  
Lukman Hakim
Keyword(s):  
Patient Satisfaction ◽  
Rank Correlation ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Cross Sectional ◽  
Correlation Test ◽  
Nursing Services ◽  
Level Of Satisfaction ◽  
Quality Of Nursing

The lack of patient satisfaction is due to the increasing demands of the patient's needs, but this is not accompanied by improvements in nurses' actions. If the customer feels dissatisfied with a service provided, then that service can be ascertained to be ineffective and inefficient. This is especially important for public services. Providing services to the community as done by RSUD Dr. R. Koesma Tuban, needs to get attention, especially in the quality of services to suit the needs and expectations of the community. This study focuses on the quality of nursing services and the level of patient satisfaction in the Asoka Hospital Dr. R. Koesma Tuban. This study aims to determine the relationship between the quality of nursing services with the level of patient satisfaction in the Asoka Hospital Dr. R. Koesma Tuban. This study uses analytic survey research with cross sectional approach, while the data analysis used is the Spearman Rank correlation test. The population used in this study were patients in the Asoka room of RSUD dr. R. Koesma Tuban who fit the inclusion criteria as many as 155, with a large sample of 112 respondents using a simple random sampling technique. The results showed that most patients were quite satisfied with the quite good nursing services. Spearmen Correlation Test Results (rs) obtained, the variable quality of nursing services (p <0.05) has a relationship to the level of patient satisfaction with moderate correlation (r = 0.476) and the direction of the positive correlation which means the better the quality of nursing services, the higher the level of satisfaction patient.Almost half of the nurses at Asoka Room  RSUD dr. R. Koesma Tuba have a good quality nursing service. Almost half of the patient at Asoka Room RSUD dr. R. Koesma Tuban feel satisfy with nurse’s service; there is a correlation between the quality of nurse service and the level of patient satisfaction  at Asoka Room RSUD dr. R. Koesma Tuban.

scholarly journals Analisis Tingkat Kepuasan Pasien BPJS Pada Pelayanan Kefarmasian Di Apotek Klinik SATKES PUSDOKKES MABES POLRI

2020 ◽  
Vol 1 (02) ◽  
pp. 29
Author(s):  
Okpri Meila
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Pharmaceutical Services ◽  
Service Satisfaction ◽  
Satisfaction Level ◽  
Cross Sectional ◽  
Five Dimensions ◽  
Level Of Satisfaction ◽  
Quota Sampling

Service satisfaction is achieved if what the patient gets exceeds what is expected. This study to determine the level of BPJS patient satisfaction and dimensions affect the level of satisfaction with pharmaceutical services provided in Drugstore Clinic Satkes Pusdokkes Headquarter Police. This reasearch was conducted the data of patients who were treated and carried out in cross sectional, by distribution questioner and analyzed descriptive. Reasearch subjects were teken by quota sampling technique. The level of satisfaction of this study was measured based on five dimensions of service quality and analyzed using percentase and likert scalet. The results of the showed that patients who were treated at the Drugstore Clinic Satkes Pusdokkes Headquarter Police were satisfied with the services provided by the services provided Keyword : Satisfaction level, pharmaceutical services, BPJS

Comparative analysis of patient satisfaction with COVID-19 medical care provided in telemedicine center

2021 ◽  
pp. 73-77
Author(s):  
A. V. Starshinin ◽  
A. A. Tyazhelnikov ◽  
A. V. Pogonin ◽  
E. V. Kostenko
Keyword(s):  
Patient Satisfaction ◽  
Comparative Analysis ◽  
Statistical Analysis ◽  
Medical Care ◽  
Dynamic Assessment ◽  
Medical Services ◽  
Level Of Satisfaction ◽  
Time Periods ◽  
High Level

The article presents the results of a dynamic analysis of the satisfaction of patients diagnosed with CAVID‑19 with the quality of medical services provided remotely at the telemedicine centre in Moscow in 2020.Purpose of research. Conduct a dynamic assessment of patient satisfaction with the quality of remote medical services provided in different time periods.Material and methods. The results of an anonymous survey of 424 patients on the quality of remote medical services were dynamically evaluated. The first group (138) received medical care from 01.04 to 30.04, the second one (286) – from 01.06 to 30.06 of 2020 after the implementation of measures to improve them. Statistical analysis was performed using IBM SPSS Statistics 20.0.Results. When analysing the results, a high level of patient satisfaction was revealed, but there was a significant (p < 0.05) difference in the level of satisfaction between the groups. The factors of connection between telemedicine services and patient satisfaction were identified, which served as the basis for organizational measures.Conclusion. Providing medical services using telemedicine technologies can be considered as one of the most effective ways to provide medical care.

The characteristics of Queensland private physiotherapy practitioners’ interprofessional interactions: a cross-sectional survey study

2020 ◽  
Vol 26 (6) ◽  
pp. 500
Author(s):  
Jack A. Seaton ◽  
Anne L. Jones ◽  
Catherine L. Johnston ◽  
Karen L. Francis
Keyword(s):  
Private Practice ◽  
Online Survey ◽  
Interprofessional Collaboration ◽  
Survey Study ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Face To Face ◽  
Level Of Satisfaction ◽  
Cost Efficient ◽  
High Level

Effective interprofessional collaboration (IPC) contributes to superior patient outcomes, facilitates cost-efficient health care, and increases patient and practitioner satisfaction. However, there is concern that IPC may be difficult to implement in clinical settings that do not conform to formal team-based processes, such as mono-professional physiotherapy private practice facilities. The aim of this study was to describe the characteristics of private physiotherapy practitioners’ interprofessional interactions, including their experiences and perceptions regarding IPC. A custom developed cross-sectional online survey instrument was used to collect data from physiotherapists employed in private practice facilities in Queensland, Australia. In all, 49 (20% response rate) physiotherapists completed the survey. Only a small proportion (14%) indicated that their interprofessional interactions were a daily occurrence, and less than one-third of all respondents (31%) participated in formal, multi-professional face-to-face planned meetings. Most participants (76%) reported a moderate-to-high level of satisfaction regarding their interprofessional interactions. Despite low self-reported levels of interprofessional activity and other data indicating that IPC is necessary for holistic patient care, this study shows that physiotherapists were predominately satisfied when interacting with health practitioners from various professional backgrounds. Further research is required to inform the implementation of robust strategies that will support sustainable models of IPC in physiotherapy private practice.

scholarly journals FAKTOR- FAKTOR YANG MEMPENGARUHI TINGKAT KEPUASAN PASIEN RAWAT INAP DI RUMAH SAKIT

2021 ◽  
Vol 9 (1) ◽  
pp. 46-53
Author(s):  
Winda Lestari ◽  
Ichsan Rizany ◽  
Herry Setiawan
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Journal Article ◽  
Professional Service ◽  
Satisfaction Level ◽  
Journal Articles ◽  
Care Services ◽  
Level Of Satisfaction ◽  
Degree Of Satisfaction

  ABSTRACT The low quality of service so that the level of patient satisfaction has not met the minimum service criteria, namely 95% which is influenced by several factors so that the degree of satisfaction is still low.Objective: to find out the factors that influence the satisfaction level of swamp patients in hospitalMethods: This study uses a literature review, from two electronic databases; Google Scholar and Garuda in the period 2010-2020 found ten literatures that match keywords.Results: The results of data synthesis in 10 journal articles 5 journal articles stated that the level of patient satisfaction was low due to ineffective communication, 4 journal articles stated that the level of satisfaction was low because of the quality of service, and 1 journal article stated that the level of patient satisfaction was low due to official scheduling.Discussion: Patient satisfaction with the quality of service provided by nursing personnel to clients while receiving hospital care, services, and nursing care received by patients is a form of professional service that can increase inpatient satisfaction and improve the quality of health services. Keywords: Patient, Hospitalization, Satisfaction Level.

scholarly journals Persepsi Pasien tentang Kualitas Layanan Mempengaruhi Kepuasan Pasien Rawat Inap Kelas III Rumah Sakit

2020 ◽  
Vol 14 (1) ◽  
pp. 37
Author(s):  
Sulistyaningsih Sulistyaningsih ◽  
Fitnaningsih Endang Cahyani ◽  
Nuli Nuryanti Zulala ◽  
Sri Lestari
Keyword(s):  
Hospital Inpatient ◽  
Hospital Services ◽  
Cross Sectional ◽  
Quality Dimension ◽  
Inpatient Services ◽  
Level Of Satisfaction ◽  
Cross Sectional Design ◽  
High Level ◽  
And Behavior

Background: The higher quality of hospital services will cause customers to have a high level of satisfaction and behavior. The purpose of the study was to analyze the quality of hospital inpatient services. Method: The survey research method used cross-sectional design. The sample of this study was 172 third class inpatients in PKU Muhammadiyah Gamping Hospital determined by consecutive sampling. Results: The results of study showed that patients' perceptions about the quality of inpatient services were mostly good on all dimensions (58%), most patients feel satisfied (63%). Conclusion: Education is significantly related to patients' perceptions of the quality of the hospital inpatient services. The experience of patients being treated in hospital is significantly related to inpatient satisfaction. Patients' perceptions of the quality of hospital inpatient services are significantly related to patient satisfaction. The quality dimension that needs to be improved is empathy, while the best is reliability.

scholarly journals Assessing patient satisfaction with obstetrics and gynaecology clinics/outpatient department in university hospital Konya, Turkey

2017 ◽  
Vol 5 (9) ◽  
pp. 3794 ◽  
Author(s):  
Serife Didem Kaya ◽  
Namaitijiang Maimaiti ◽  
Huseyin Gorkemli
Keyword(s):  
Patient Satisfaction ◽  
University Hospital ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Patient’S Satisfaction ◽  
Face To Face ◽  
Obstetrics And Gynaecology ◽  
Gynecology And Obstetrics ◽  
Average Patient

Background: Patient’s satisfaction is of fundamental importance as a measure of the quality of health care. Aim of the study is to assess satisfaction with services was obtained from patients who were seen in obstetrics and gynaecology clinics, a university hospital in Konya, Turkey.Methods: A cross-sectional survey was conducted using questionnaires among patients attending obstetrics and gynaecology clinics a university hospital in Konya. The data were collected prospectively between 2nd May and 8th July 2016. Those who agreed to participate were asked to complete a set of questionnaires immediately or face to face interview was carried out if the patient was illiterate. The study instrument was a questionnaire which comprised of two parts. The first part related to respondent’s socio-demographic background and second part on patient satisfaction questions.Results: Half of the respondents (53.3%) visited obstetrics unit and 46.7% of them visited gynaecology clinics unit. 165 (52.1%) appointments were first attendance and others (47.9) follow-up visits. The average patient satisfaction was 74.5% in this study.Conclusions: Generally, the patients were satisfied with services of gynecology and obstetrics clinics. Majority of the patients were satisfied with clinic facility, staff’s professionalism, healthcare provider’s attitude and quality of medical care.

scholarly journals Pengaruh Pelayanan SDM Terhadap Tingkat Kepuasan Pasien di Pelayanan Rawat Jalan RS X Jambi (Analisis Perbandingan Pasien Umum dan BPJS)

2018 ◽  
Vol 18 (2) ◽  
pp. 401
Author(s):  
Ririn Noviyanti Putri
Keyword(s):  
Patient Satisfaction ◽  
Human Resources ◽  
Code Of Ethics ◽  
Hospital Staff ◽  
Satisfaction Level ◽  
Job Status ◽  
Chi Square ◽  
Cross Sectional ◽  
Level Of Satisfaction ◽  
Pdca Cycle

Health services require hospitals to provide quality services in accordance with the needs and desires of patients with reference to the code of ethics profession. Hospital demand in providing good service quality can improve the degree of patient satisfaction. Patient satisfaction is a common problem that often occurs in the hospital. This study aims to determine the effect of human resources service on patient satisfaction and see the ratio of the level of satisfaction between general patients and BPJS. This research is a comparative and with cross sectional approach. The sample in this study were general patients and BPJS who treated in outpatient installation as 108 respondents using chi-square statistical test and T test. The results showed that there were eight variables related to patient satisfaction level, namely educational level (p=0,0001), job status (p=0.0001), membership status (p=0,001), Service of human resources (p=0.0001), Service procedures (p=0.0001), Service of pharmacy (p=0.0001), Comfort (p=0,012), And patient relationship with hospital staff (p=0,0001) and there was difference of satisfaction level between general patient and BPJS (p=0.0001). Human resources services affect the level of patient satisfaction and there is difference of satisfaction level between general patient and BPJS. Suggestions for hospitals to continuously evaluate services by implementing the Plan Do Check Act (PDCA) cycle, so that the shortcomings that occur during the service process can continue to be minimized.

Sign in / Sign up

Export Citation Format

Share Document