ASSESSMENT OF PATIENT SATISFACTION WITH MENTAL HEALTH SERVICES IN A TERTIARY CARE SETTING

Naveed Gani, Khalid Saeed, Fareed Aslam Minhas, Nigar Anjuman, Maria Waleed, Ghulam Fatima

Abstract


Background: Patients’ opinion regarding services has acquired great importance. Patient satisfaction is
playing an increasingly important role in quality of care reforms and health-care delivery. The study aimed
to measure patient satisfaction in a tertiary care hospital in order to know the patients’ perspectives and
expectations of the services and make appropriate improvements accordingly. Methods: This was a crosssectional study conducted at the Out-patient and Inpatient Departments of the Institute of Psychiatry,
Benazir Bhutto Hospital, Rawalpindi, for a period of 8 months from October 2008 till June 2009. Sample
size was 246 patients; which included 123 participants from Out-patient and In-patient departments each.
Patients aged 18 and above, of both genders, who gave informed written consent, were consecutively
recruited for the study. Learning disabled patients, frankly psychotic and those with severe cognitive
impairment and severe co-morbid physical illnesses were excluded. Performa was filled in by the
participants for their demographic details. The Client Satisfaction Questionnaire-8 was then orally
administered in the native language (Urdu/Punjabi) to assess the degree of patient satisfaction. Results:
Among the participants, 72% were mostly satisfied, 18.7% mildly satisfied and 9.3% dissatisfied with the
psychiatric care. Age was significantly associated with satisfaction however no such associations could be
found for gender and economic status. Conclusion: Majority of the patients were satisfied with the
psychiatric services. The younger people were more satisfied. Gender and economic status had no
influence on patient satisfaction.
Keywords: Patient satisfaction, Quality of Health Care, Patient compliance, Mental Health Services

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