A STUDY ON THE LEVEL OF PATIENT SATISFACTION ON OPD SERVICES USING STANDARD INDICATORS IN A TERTIARY CARE TEACHING HOSPITAL, AIIMS, BHUBANESWAR.

Dr M V Kiran Kumar; Dr Jawahar S.K Pillai

Volume : IX, Issue : I, January - 2020

A STUDY ON THE LEVEL OF PATIENT SATISFACTION ON OPD SERVICES USING STANDARD INDICATORS IN A TERTIARY CARE TEACHING HOSPITAL, AIIMS, BHUBANESWAR.

Dr M V Kiran Kumar, Dr Jawahar S. K Pillai

Abstract :

Aim: To determine the service quality as per the standard quality indicators of OPDs and to find out the satisfaction level of the patients attending the OPDs, AIIMS, Bhubaneswar. Methods: A Cross sectional descriptive study was carried out for a period of 3 months. Cleanliness, Doctor�s behaviour, Staff behaviour, Public utility services and Waiting time has been analysed in the Outpatient department. Results: Out of total patients, 64% are males and 36% are females. 77% patients had come for revisit and 50% of patients have utilized the hospital services for more than 5 times, 84% of patients are satisfied with the cleanliness facility of the AIIMS Hospital while 93% are satisfied with consultant�s behaviour at the time of consultation in OPD. 80% of the patients are satisfied with the public utility services. 70% patients has spent more than 2 hours waiting for registration and 9% suggested that improvement of staff behaviour is needed to some extent. Recommendations: Behaviour of staff and delay in waiting for registration and patient feedback system need to be improved. Conclusion: Overall the patients are satisfied with OPD services obtained at AIIMS, Bhubaneswar. The study found that patients are satisfied with Doctor�s behaviour, Public utility services and Cleanliness.