Measuring Patients Satisfaction: A Cross Sectional Study to Improve Quality of Care at a Tertiary Care Hospital at Srinagar, India

Abstract

Background: What can be done to improve the quality of care delivered to consumers.

Objective: To measure the satisfaction of patients attending the OPD in a tertiary care hospital namely SKIMS, Soura.

Material and Methods: Pre-structured questionnaire was framed and data collected from patients attending the OPD. The data was later analyzed.

Settings: OPD section of SKIMS, Soura.

Results: 400 OPD patients were included in the study to know their perceptions towards the said hospital, reason for choosing the hospital, perception towards registration process, basic amenities & perception towards doctors and other staff. The major reason for choosing the health facility was skilled doctors. Majority of patients were satisfied with the facilities available as well as with the behavior of doctors and other health staff.

Conclusion: The health care delivered at this institute can be improved more and more once the organization, measures the delivery of quality of care on and ongoing basis and continually making small changes to improve the individual processes.