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Journal of Preventive Medicine and Holistic Health

A Study to Determine Patient Satisfaction towards Health- Care Services at a tertiary Care Hospital in Goa, India

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Author Details: Jofin George, Frederick S Vaz

Volume : 1

Issue : 2

Online ISSN : 2454-6712

Print ISSN : 2454-6704

Article First Page : 67

Article End Page : 72


Objective: To assess the patient satisfaction with the quality of health-care in the medicine wards of a tertiary care hospital in Goa.
Materials and Methods:
Study Design: A cross-sectional design was used to conduct the study in the medicine wards of a government tertiary care hospital in Goa.
Selection of Study participants: A total of 200 patients, 100 males and 100 females admitted in the medicine were studied.
Study instrument: Data was collected by interviewing the patients. The pre-tested structured questionnaire used to collect the data had 16 items which were divided into five sets, which included: medicine availability, information given by the physician about the illness, staff behaviour, and doctor behaviour and hospital infrastructure. For the purpose of evaluation, a balanced Likert-type scale was used for the responses.
Ethical considerations and statistical analysis: Approval was obtained from the Institutional Ethics Committee of the Medical College. Informed written consent was obtained from the participant prior to the interview. SPSS Software Package was used for statistical analysis.
Results: It was found that a significant number (44.0%) of patients ended up having to purchase more than half of their medication. Around 48.0% patients were fully satisfied with advice given by the doctor about ways to avoid illness. Around 70.0% of patients strongly agreed that hospital workers (nurses, sweepers, ward boys) talk politely. Around 91.0% of patients felt that the doctor listened carefully to them. About 82.0% of patients felt that the time given to them by the doctor was fully adequate according to their requirement. Around 72.5% patients strongly agreed that the hospital wards were quite clean. Around 73.0% of patients strongly agreed that the hospital had all the necessary facilities for treatment.
Conclusion: The patient satisfaction survey is one of the few means by which patient happiness can be measured, therefore even with all its limitations, it can be utilised to ensure that patient experience is improved.

Keywords: Satisfaction, Patient, Scores, Health care services, Questionnaire