ASSESSMENT OF PATIENTS’ SATISFACTION IN MEDICAL AND SURGICAL WARDS IN A TERTIARY CARE HOSPITAL

Naveed Ahsan, Javed Akhtar Chawala, Umer Farooq, Ahsan Rasool, Ashfaq Ahmad, Naveed Alam Burki, Muhammad Umar Qureshi

Abstract


Background: Evolution is the natural process that is not limited merely to the biological world but to
the social world as well. The standards of living and the expectations change with time. This study was
done to generate data that can help doctors and hospital administration to identify and solve problems.
Methods: It was a cross-sectional study conducted at a major tertiary care hospital of KPK through the
month of July 2012. An interviewer based patient satisfaction questionnaire was used to estimate
patients’ satisfaction by asking questions regarding admission procedure, referral, clinical and lab
investigation services, attitude of doctors and nurses, nursing services, cleanliness condition of the
wards and overall level of satisfaction. Results: Study included 305 patients, 205 from surgical wards
(144 males, 61 females) and 100 from Medical wards (52 males, 48 female). Satisfaction level was
high among females than males. Most of the patients having low level of education and unemployed
patients were satisfied. Cleanliness condition of wards and bathrooms was highly criticised. Attitude of
doctors and nurses was much appreciated. About 70% of the patients were satisfied with explanation
regarding their disease. More than half (59%) were not aware of post-surgical complications, and 67%
were not aware of the use and possible side-effects of medication. About half of the patients couldn’t
utilise hospital lab. Overall satisfaction level was 68% in medical wards and 77% in surgical wards.
Conclusions: Overall level of satisfaction was fair in both wards. Attitude of doctors and nursing staff
was appreciated, but cleanliness conditions were criticised. There is a need for availability of free
medicine and improvement of laboratory services and cleanliness.
Keywords: Patients’ satisfaction, Patients’ experience, Quality of care

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