Patients' satisfaction with hospital services in Kathmandu

Abstract

Patient satisfaction is valid indicator for measurement of service quality. Patient’s opinions are important because dissatisfaction suggests opportunities for improvement of health services in the hospital. The objective of this study was to assess the patient satisfaction with hospital services. Descriptive survey study design was adopted for this study .The population of the study was the clients who have been inpatient in Tribhuvan University Teaching Hospital (TUTH) in Kathmandu. Non probability purposive sampling technique was used and 222 patients was selected through face to face interview using a structured and semi-structured questionnaire. Data was collected from 15th June to first October 2013. The data were analyzed by using descriptive statistics such as frequency, percentage, mean and standard deviation. Using Shapiro-Wilk test for normality. The result shows that on an average patients had higher satisfaction in technical skills (mean score± SD 3.78±0.33) followed by hospital policy (3.37±0.43), accessibility skill (3.33±0.43), interpersonal skill (3.31±0.36) and least satisfied with room service of the hospital (mean: 2.58±0.29). Based on the study finding, it is concluded that overall patient satisfaction was good regarding the quality of health care services of TUTH. Among the different domains of patient satisfaction, respondents were highly satisfied with technical skill of the nurses and doctors. Although the overall services provided by TUTH are satisfactory it is necessary to improve the room services which include overall cleanliness and comfort of the patient.

DOI: http://dx.doi.org/10.3126/jcmc.v4i3.11936

Journal of Chitwan Medical College 2014; 4(3):25-31