A Cross-sectional Study to Assess the Patient Satisfaction in the Polyclinic Complex of a Tertiary Care Teaching Hospital

Abstract

Abstract Introduction: Assessment of patient satisfaction is a commonly used indicator for measuring the quality of health care. This study aimed to assess patient satisfaction, identify system gaps, and provide recommendations to improve patient satisfaction. Materials and Methods: It is a cross-sectional study which employed a prevalidated “Patient Satisfaction Questionnaire-18” (PSQ-18) developed by RAND Corporation. Data collection spanned 4 weeks, involving 332 participants selected through simple random sampling. The analysis included descriptive statistics and scoring based on the Likert scale. Scoring focused on seven dimensions of patient satisfaction, and classification into satisfied, neutral, or dissatisfied categories was guided by guidelines provided by the PSQ-18. Results: The study revealed an overall patient satisfaction rate of 72%, with variations across dimensions. The highest satisfaction was observed in general satisfaction (86%). Conclusion: The findings aligned with global trends, emphasizing the importance of patient satisfaction in evaluating health-care quality. Continuous evaluations and the implementation of recommendations contribute to improved satisfaction and enhanced health-care quality.