Patient satisfaction in outpatient medical care: the case of Iraq

Background: Healthcare providers are increasingly interested in patient satisfaction as an indicator to assess the quality of health services. This study investigates the level of satisfaction among Iraqi patients attending the outpatient (OP) clinic. Methods: This was a cross-sectional study conducted from October to December 2019 among outpatient attendees in two busiest centers in Iraq. A convenience sample of 235 (response rate of 88.0%) completed the self-administered short-form patient satisfaction questionnaire (PSQ-18). The independent variables included socio-demographic, economic, and self-perceived health status. Data were analyzed in SPSS, where descriptive analysis (mean ± standard deviation) and univariate (independent sample t-test, ANOVA test) and multivariate linear regression “Enter technique” was done at 0.05 level of significance and 95% confidence interval. Results: The mean age of respondents was 39.3 (±14.8). The sample was mostly women (55.3%), and 37.4% in the age group of 30-49 years. More than half of participants residing in the urban regions (54.5%) from families of monthly household income less than 500,000 Iraq Dinars (USD 400). However, the majority (70.6%) have the first visit to the OP clinic, and 53.6% self-perceived health as good or very good. Results of multiple linear regression showed that patients residents in rural regions (B= 5.4 , P <0.001), married (B= 4.8, P <0.001), unemployed (B= 4.7, P <0.001) and low educated (B= 1.5, P <0.051) exhibited higher service satisfaction score compared to urban residents, single, employed and high educated participants respectively. However, patients aged fifty years and more (B= -2.1, P <0.001) and those with poor health (B=-2.5, P <0.001) exhibited lower service satisfaction scores compared to young age patients and the healthy participants, respectively. Conclusion: The high demand for the use of health resources in metropolitan cities by the rural population indicates inequality in the distribution of health services and an increase in the rural-to-urban displacement.

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The influence of marketing mix and service quality of Puskesmas Bojong Nangka against BPJS patient satisfaction

Farmasains Jurnal Farmasi dan Ilmu Kesehatan ◽

10.22219/farmasains.v4i2.8840 ◽

2020 ◽

Vol 4 (2) ◽

Author(s):

Novi Henriyati Rahmi ◽

Sampurno Sampurno ◽

Wahono Sumaryono

Keyword(s):

Patient Satisfaction ◽

Health Services ◽

Descriptive Analysis ◽

Service Marketing ◽

Marketing Mix ◽

Product Price ◽

Cross Sectional ◽

Regression Test ◽

Quality Of Health Services

This study aims to analyze how the influence of the service marketing mix in this product, price, promotion, location, people, physical evidence, and the process, and the quality of health services in this case direct evidence (tangibles), reliability, responsiveness, assurance, and empathy at the Puskesmas Bojong Nangka\, Gunung Putri District, Bogor Regency towards patient satisfaction BPJS. The research method used a cross-sectional or cross-sectional descriptive analysis method. The place of research was at the Puskesmas Bojong Nangka, Gunung Putri, Bogor. The research sample amounted to 100 people. Data collection techniques are questionnaires and observations. Analysis of research data is by the Multiple Linear Regression test with Y1 = 1.515 + 0.064X1 + 0.073X2. The study concludes that the marketing mix and the quality of health services affect the satisfaction of BPJS patients in partial and both. Puskesmas quality variables more influence BPJS patient satisfaction compared to service marketing mix variables.

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

Journal of Herbal, Clinical and Pharmaceutical Science (HERCLIPS) ◽

10.30587/herclips.v1i02.1520 ◽

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

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Relationship Between Patient Satisfaction and Willingness to Comply With Physicians’ Recommendation in Referral Surgical Outpatient Clinic in Nigeria

Journal of Patient Experience ◽

10.1177/2374373520942402 ◽

2020 ◽

Vol 7 (6) ◽

pp. 1556-1562

Author(s):

KE Okonta ◽

DS Ogaji

Keyword(s):

Patient Satisfaction ◽

Outpatient Clinic ◽

Short Form ◽

Drug Prescription ◽

University Teaching ◽

Systematic Sampling ◽

Satisfaction With Care ◽

Cross Sectional ◽

The Relationship ◽

Patient Willingness

The relationship between patient satisfaction with surgical care and their willingness to comply with doctors’ recommendations has not been studied in the country. This study determined the relationship between ambulatory patients’ satisfaction with care and their willingness to adhere to the surgeons’ recommendations in the surgical outpatient clinic (SOPC) of the University Teaching Hospital. This analytical cross-sectional study was conducted among 490 adult respondents at the SOPC selected through a systematic sampling method with a sample interval of 1:2. The short form of the Patient Satisfaction Questionnaire with 7 domains and tool developed for patient willingness to comply with surgeons’ recommendations were used. Descriptive and inferential analyses were performed, and P values of <.05 were considered significant. A total of 466 respondents’ data were analyzed, giving a response rate of 95.1%. About 52.8% were males and 47.2% were females. The associations between domains of patient satisfaction and willingness to surgical instructions were mostly weak and nonsignificant. Their satisfaction with communication with the surgeons was the most consistent predictor of patient willingness and showed significant relationships with their willingness to accept follow-up visits ( P = .002), drug prescription ( P < .001), and further investigation ( P < .001). Access/convenience and general satisfaction were significantly associated with their willingness to recommend the surgery clinic to close friends and relatives. Patient satisfaction with care has a significant relationship with their willingness to adhere to surgical recommendations.

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Gender Differences in Social Support Received by Informal Caregivers: A Personal Network Analysis Approach

International Journal of Environmental Research and Public Health ◽

10.3390/ijerph16010091 ◽

2018 ◽

Vol 16 (1) ◽

pp. 91 ◽

Cited By ~ 9

Author(s):

María Rodríguez-Madrid ◽

María del Río-Lozano ◽

Rosario Fernandez-Peña ◽

Jaime Jiménez-Pernett ◽

Leticia García-Mochón ◽

...

Keyword(s):

Social Support ◽

Gender Differences ◽

Network Analysis ◽

Descriptive Analysis ◽

Perceived Health ◽

Personal Network ◽

Convenience Sample ◽

Caregiver Support ◽

Traditional Gender Roles ◽

And Function

Social support is an important predictor of the health of a population. Few studies have analyzed the influence of caregivers’ personal networks from a gender perspective. The aim of this study was to analyze the composition, structure, and function of informal caregiver support networks and to examine gender differences. It also aimed to explore the association between different network characteristics and self-perceived health among caregivers. We performed a social network analysis study using a convenience sample of 25 female and 25 male caregivers. A descriptive analysis of the caregivers and bivariate analyses for associations with self-perceived health were performed. The structural metrics analyzed were density; degree centrality mean; betweenness centrality mean; and number of cliques, components, and isolates. The variability observed in the structure of the networks was not explained by gender. Some significant differences between men and women were observed for network composition and function. Women received help mainly from women with a similar profile to them. Men’s networks were broader and more diverse and they had more help from outside family circles, although these outcomes were not statistically significant. Our results indicate the need to develop strategies that do not reinforce traditional gender roles, but rather encourage a greater sharing of responsibility among all parties.

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Patient Satisfaction in Malaysia’s Busiest Outpatient Medical Care

The Scientific World JOURNAL ◽

10.1155/2015/714754 ◽

2015 ◽

Vol 2015 ◽

pp. 1-6 ◽

Cited By ~ 16

Author(s):

Kurubaran Ganasegeran ◽

Wilson Perianayagam ◽

Rizal Abdul Manaf ◽

Saad Ahmed Ali Jadoo ◽

Sami Abdo Radman Al-Dubai

Keyword(s):

Patient Satisfaction ◽

Medical Care ◽

Short Form ◽

National Level ◽

Service Orientation ◽

Development Programs ◽

Cross Sectional ◽

Patient Satisfaction Questionnaire ◽

Exit Survey ◽

Service Factors

This study aimed to explore factors associated with patient satisfaction of outpatient medical care in Malaysia. A cross-sectional exit survey was conducted among 340 outpatients aged between 13 and 80 years after successful clinical consultations and treatment acquirements using convenience sampling at the outpatient medical care of Tengku Ampuan Rahimah Hospital (HTAR), Malaysia, being the country’s busiest medical outpatient facility. A survey that consisted of sociodemography, socioeconomic, and health characteristics and the validated Short-Form Patient Satisfaction Questionnaire (PSQ-18) scale were used. Patient satisfaction was the highest in terms of service factors or tangible priorities, particularly “technical quality” and “accessibility and convenience,” but satisfaction was low in terms of service orientation of doctors, particularly the “time spent with doctor,” “interpersonal manners,” and “communication” during consultations. Gender, income level, and purpose of visit to the clinic were important correlates of patient satisfaction. Effort to improve service orientation among doctors through periodical professional development programs at hospital and national level is essential to boost the country’s health service satisfaction.

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Determinants that Influence the Quality of Outstanding Services on Patient Satisfaction in dr. H. Moh. Anwar General Hospital Sumenep District

JOURNAL FOR QUALITY IN PUBLIC HEALTH ◽

10.30994/jqph.v5i1.273 ◽

2021 ◽

Vol 5 (1) ◽

pp. 185-194

Author(s):

Susiyati Susiyati ◽

Katmini Katmini

Keyword(s):

Patient Satisfaction ◽

Health Services ◽

Service Quality ◽

Response Time ◽

General Hospital ◽

Linear Regression Analysis ◽

P Value ◽

Outpatient Services ◽

Cross Sectional

Quality hospital services are always a hope for every user of health services and along with the development of science and technology, people are increasingly critical in assessing health services. The purpose of this study was to analyze the effect of loyalty and response time on the quality of outpatient services and patient satisfaction in General Hospital dr. H. Moh. Anwar, Sumenep Regency. The design of this research is an observational quantitative study with a cross sectional approach with the focus of the research directed at analyzing the effect of loyalty and response time on the quality of outpatient services and patient satisfaction in General Hospital dr. H. Moh. Anwar, Sumenep Regency. The total population is 271 respondents and a sample of 109 respondents is taken by the Accidental Sampling technique. The findings showed that most of the respondents had sufficient category loyalty as many as 56 respondents (51.4%). Most of the respondents rated the response time in the medium category as many as 56 respondents (51.4%). Most of the respondents have a moderate category of service quality as many as 55 respondents (50.5%). Most respondentssatisfied as many as 65 respondents (59.6%). Based on the results of the Linear Regression analysis of the service quality variable on utilization, it shows that the p-value <0.05 then H0 is rejected and H1 is accepted, so it can be concluded that there is an influence of loyalty and response time on the quality of outpatient services and patient satisfaction in General Hospital dr. H. Moh. Anwar, Sumenep Regency. It is expected that respondents can provide constructive input and criticism so that the services provided can be in accordance with what is expected.

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PERSEPSI PASIEN RAWAT JALAN TERHADAP KUALITAS PELAYANAN DI RUMAH SAKIT

Buletin Penelitian Kesehatan ◽

10.22435/bpk.v46i4.33 ◽

2018 ◽

Vol 46 (4) ◽

Author(s):

Made Lely ◽

Tati Suryati

Keyword(s):

Health Care ◽

Patient Satisfaction ◽

Health Services ◽

Care Facility ◽

Health Care Facility ◽

Data Retrieval ◽

Cross Sectional ◽

Quality Of Health Services ◽

Cross Sectional Design

ABSTRACT Development in the health field today in addition to aiming for healing and recovery also to improve health and prevent the incidence of a disease in the community. The hospital is a place to provide health services for the community. The quality of health services can be seen from several perspectives: the perspective of the health care provider, the perspectives of the funder, the perspective of the owner of the health care facility and the patient's perspective. While patient satisfaction is the level of satisfaction experienced by patients after using health services. Quality of health services and customer satisfaction are the indicators of hospital service success. The purpose of this study was to know the description of patient satisfaction of referral of outpatient at District Hospital, Regional Hospital and Provincial Hospital. The study was conducted with cross sectional design, using questionnaire instrument. The respondent is an outpatient at the hospital who has finished receiving the service or finished treatment at the hospital, where if the patient age ≤ 15 years or difficult to communicate there must be a companion. Data retrieval is done by direct interviews to the patient or the patient's companion. The result of the research shows the description of satisfaction respondent/outpatient exit interview in the hospital that overall more than 80% of respondents /outpatient satisfied to service given in the hospital. Respondents/outpatients who work more satisfied than those who do not work, and non-PBI participants are more satisfied than the PBI participants. The conclusions of this study, most of the respondents / outpatients in hospitals are satisfied with the services provided by the hospital. Keywords: outpatient perception, service quality, hospital

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Health services utilisation and responsiveness profiles in Iran: a provincial household study

Family Medicine and Community Health ◽

10.1136/fmch-2018-000007 ◽

2019 ◽

Vol 7 (1) ◽

pp. e000007 ◽

Cited By ~ 1

Author(s):

Mostafa Farahbakhsh ◽

Homayoun Sadeghi Bazargani ◽

Mohammad Saadati ◽

Jafar Sadegh Tabrizi ◽

Mina Golestani ◽

...

Keyword(s):

Health Services ◽

Health System ◽

Health Resources ◽

Cross Sectional ◽

The Public ◽

Significant Difference ◽

System Responsiveness ◽

Health System Responsiveness ◽

East Azerbaijan ◽

Barriers To Health

ObjectiveThe aim of this study was to describe health services utilisation and responsiveness in East Azerbaijan province, Iran.DesignA cross-sectional household study as part of a larger research on primary healthcare system.SettingWe carried out the study in East Azerbaijan Province, northwest Iran from July to September 2015.ParticipantsA total of 1318 households were included.ResultsMost of the participating households had social security health insurance. Heart failure or hypertension care, general outpatient care and arthritis care were the most used services. High services cost and inadequate medicine and medical equipment were introduced to be the main barriers to health services utilisation in Tabriz and province representative sample (PRS), respectively. Health system responsiveness mean score (the maximum is 100) was 33.71±16.15 (95% CI 32.45 to 34.97) in Tabriz and 32.02±14.3 (95% CI 30.9 to 33.13) in PRS, which showed significant difference (p≤0.02).ConclusionsDifferences in the utilisation and responsiveness of health services and distribution of health resources were observed between Tabriz and PRS. Evidently, health system responsiveness in both Tabriz and PRS was at low level. The results demonstrate the need for changing resource distribution policies and employing reactive health policies to response the public health.

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Evaluation of quality of life, functionality and disability in patients with systemic sclerosis in a University Hospital

ABCS Health Sciences ◽

10.7322/abcshs.45.2020.1349 ◽

2020 ◽

Vol 45 ◽

pp. e020025

Author(s):

Amanda Maria da Silva ◽

Letticia Cristina Santos Cardozo Roque ◽

Rafaela Silva Guimarães Gonçalves ◽

Angela Luzia Branco Pinto Duarte ◽

Angélica da Silva Tenório ◽

...

Keyword(s):

Quality Of Life ◽

Systemic Sclerosis ◽

Short Form ◽

Hand Function ◽

Health Assessment ◽

University Hospital ◽

High Morbidity ◽

Cross Sectional ◽

Convenience Sample

Introduction: Systemic sclerosis (SSc) is a chronic autoimmune disease characterized by progressive fibrosis of the skin and internal organs that promotes high morbidity and mortality. Objective: To evaluate the functionality, disability and quality of life of patients with systemic sclerosis and to compare the clinical forms of the disease. Methods: Cross-sectional, descriptive and analytical study performed at the Rheumatology Clinic of the Hospital das Clínicas of the Federal University of Pernambuco (HC-UFPE) from August 2018 to April 2019. The non-probabilistic, convenience sample consisted of 60 patients diagnosed with systemic sclerosis (SSc), followed at the Rheumatology outpatient clinic of the Hospital das Clínicas, Federal University of Pernambuco. To evaluate the outcomes, the following instruments were used: Cochin Hand Functional Scale (CHFS) for hand function; 12-Item Short-Form Health Survey (SF-12) for quality of life; and Scleroderma Health Assessment Questionnaire (SHAQ) for functionality and disability. Results: The mean results for CHFS, SHAQ, SF-12 Physical Component Summary and SF-12 Mental Component Summary were 14.5 (6.0-29.75), 1.01±0.56, 35.04±8.09, 40.94±10.56, respectively. There were no significant differences in CHFS outcomes between patients with diffuse and limited forms of SSc, SHAQ and the mental component of SF-12. However, in the physical component of SF-12, a better score was found in patients with the diffuse form of the disease (p=0.04). Conclusion: Patients with SSc present an important impairment of hand function, quality of life and functional capacity, and those with limited cutaneous form present worse scores of the physical component in the evaluation of quality of life.

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ANALYSIS OF THE RELATIONSHIP BETWEEN SERVICE QUALITY AND PATIENT SATISFACTION IN POLYCLINIC ACUPUNCTURE AND HERBS LKTM PALEMBANG

Jukema (Jurnal Kesehatan Masyarakat Aceh) ◽

10.37598/jukema.v7i1.1064 ◽

2021 ◽

Vol 7 (1) ◽

pp. 35-42

Author(s):

Nurehan Maulana ◽

Leni Novianti ◽

Sutriyati Sutriyati

Keyword(s):

Patient Satisfaction ◽

Health Services ◽

Health Workers ◽

Active Role ◽

P Value ◽

Chi Square ◽

Cross Sectional ◽

Cross Sectional Design ◽

The Relationship

Background: Satisfactory and quality service will form patients/customers loyalty, and satisfaction is very closely related to word of mouth. The next effect will continue on the process of forming an improved image of health care agencies. The standard of patient satisfaction in health services is set nationally by the Ministry of Health at a minimum for patient satisfaction, which is above 95%. The purpose of this study is to find out the relationship between the quality of service in aspects of staff attitude, service facilities, and rates/fees with patient satisfaction in polyclinic acupuncture and herbal LKTM Palembang. Methods: This research is quantitative and uses an analytic survey with a cross sectional design. The sample in this study were all patients of the Palembang Community Traditional Health Workshop (LKTM) in 2020 who visited during the study period, numbering 85 people. Result: Based on the results of the study, 62.4% expressed satisfaction with the services in Polyclinic Acupuncture and Herbs (LKTM). The dimension that needs to be improved is the Assurance dimension in the officer's capability section. Based on the result of Chi-Square statistical test, the level of patients satisfaction to the service attitude of the officer, with a p-value of 0.000. Recommendation: for LKTM Palembang, it is expected to improve the quality of existing health workers and always play an active role in health services, maintain existing facilities, and review the costs set.

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