Pooja Goyal|Neha Singh|Shveta Lukhmana
Patient perception and satisfaction are prudent for assessment and improvement of hospital services: a cross sectional study among OPD patients at ESIC medical college and hospital, Faridabad, Haryana
ESIC Hospital|ESIC Hospital|ESIC Hospital
background imperative hospital managers understand estimate consumer perspective order identify address perceived gap present study conceived assess quality opd services patient satisfaction tertiary level hospital determine remedial measures improvement health services suggested patients methods hospital based cross sectional descriptive study conducted using exit interviews among new opd attendees esic medical college hospital faridabad augustseptember 2016 data thus collected analyzed using spss 170 results 145 study subjects 889 129 subjects perceived quality services rendered hospital good 111 16 perceived quality poor 8068 117 subjects reportedly satisfied 1931 28 dissatisfied hospital opd services statistically significant association observed overall perceived quality sociodemographic variables study subjects like age sex literacy status occupation main reasons dissatisfaction reported patients poor availability medicines 4615 poor behavior doctors 3846 long queues opd 2692 poor staff behavior 2692 remedial measures suggested patients improvement availability medicine 31 doctors behavior 17 increase patient registration counters 17 line reasons dissatisfaction conclusions likely act involving respondents evaluating health services make providers sensitive alert patient needs