Patients’ Satisfaction towards Outpatient Department Services: Tool for Quality Improvement
Journal Title: Scholars Journal of Arts, Humanities and Social Sciences - Year 2017, Vol 5, Issue 11
Abstract
Patient satisfaction is increasingly becoming the focus of research and evaluation of medical treatments, services, and interventions. The aim of the current study is to assess patients’ satisfaction towards outpatient department services received at a PUBLIC HOSPITAL in Saudi Arabia. It was hypothesized that patients are less satisfied with certain issues related to the services provided to them. A descriptive cross-sectional survey was conducted among patients attending the outpatient department. The study was conducted in a PUBLIC HOSPITAL in Saudi Arabia in 2015-2016. Patients were requested to fill the Outpatient Department Patients’ Satisfaction questionnaire. Different services were assessed and each item was scored on a 5- point Likert-like scale. The necessary approval for carrying out this study was requested from the PUBLIC HOSPITAL Authority. Data was analysed using SPSS version 17. The study included 436 patients including both gender. The overall patients’ satisfaction was medium and mean satisfaction score ranged between 2.41-2.94. The highest percentage of dissatisfaction documented was the length of time waiting to be examined by physicians (58%) as well as the discomfort of the waiting area. The overall satisfaction with the reception and services provided was 50.4%. Gender and social class did not affect patients’ satisfaction whereas age and educational level affected satisfaction with outpatient department. Keywords: Satisfaction, Patients, Outpatient department, Quality, Saudi Arabia.
Authors and Affiliations
Ahlam B. El Shikieri, Faten Abdelghani Soliman, Nasser Awad Al Harthy
Keywords
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