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Journal of Primary Health Care and

General Practice
Research Article

Assessment of Patient Satisfaction Using OPD Service at the Out


Patients Department - Case Study - at Teaching Hospital Karapitiya
Sri Lanka
This article was published in the following Scient Open Access Journal:
Journal of Primary Health Care and General Practice
Received March 24, 2017; Accepted June 18, 2017; Published June 26, 2017

Lanka Sanjeewa GGC * and Senevirathne R


1 2
Abstract
Regional Director of Health Service, Hambantota,
1

Sri Lanka Background: For the purpose of determining the relationship between satisfaction level
2
Department of Surgery Family Medicine, Galle, Sri and explanation factor, a cross-sectional survey on patient satisfaction of health services
Lanka was conducted at Kalapitiya outpatient department department. In this study, suggestions
and comments from patients were also clarified.
Methodology: Data were obtained from 251 patients using OPD services using
structured questionnaire. Descriptive statistics were used to describe satisfaction and
independent variables, and the relationship between these factors was determined by chi-
square test.
Results: The mean score of patient satisfaction was 3.5, and 10.4% of patients were
very satisfied with the medical service. The patient was very satisfied with courtesy (45.8%),
quality of care (44.2%), physical environment (41.8%), convenience (24.7%), pocket cost
(23.5 Most patients are concerned about the waiting time for doctor’s service and the
counter service is delayed because there is not enough staff.
Conclusion and Recommendation: A strategy emphasizing to improve the image of
the hospital should be implemented on a continuous basis while the patient’s attitude can
change with good hospital reputation. By conducting a patient satisfaction survey in each
unit, you can obtain an actual figure of further strategy.
Keywords: Patient satisfaction, Outpatient department, Health services

Introduction
In most countries, measuring patient satisfaction is an integral part of the hospital
management strategy for quality assurance and accreditation processes in most
countries [1]. Without sufficient data, understanding the strengths of the organization,
measuring patient satisfaction, evaluating the process of care, describing the patient’s
perspective, comparing the facility to the system by comparing the patient’s perspective
to the system, It is a method to evaluate care
Every year Sri Lanka spends considerable income for health and education. The
productivity of free health care and free education is clearly indicated by improvement
of the above indicators [2-5]. Sri Lanka recognized the importance of the government’s
role and health expenditure considerably early. Between 1950s and 1960s, reasonably
good economic conditions promoted government expenditure on health, education,
housing, food [2-8].
Sri Lanka’s Ministry of Health in 2006, together with the rapidly aging of epidemiology
and demographic changes that brought the double burden of classical diseases together
with the aging of the population, provides a more innovative form of medical care and
emergency of health Care delivery and health care finance emphasizing necessity. In fact,
the cost of providing healthcare is rapidly increasing rapidly, and the government faces
the constraint of maintaining the principle of high quality public sector health at the point
of delivery. However, this provision, which is an irresponsible promise of the government,
*Corresponding Author: Chamal Sanjeewa, will not be compromised at any cost. This means that we need to introduce an innovative
Regional director of Health Service, Hambantota,
Sri Lanka,Tel: 077 2 3737 66, Email:
scheme for healthcare financing, including wise use of public-private partnership, while
chamalsanjeewa@gmail.com always maintaining the principle that there is no direct usage fee to do.

Volume 1 • Issue 2 • 008 www.scientonline.org J Primary Health Care Gen Practice


Citation: Sanjeewa GGC, Senevirathne R (2017).. Assessment of Patient Satisfaction Using OPD Service at the Out Patients Department - Case
Study - at Teaching Hospital Karapitiya Sri Lanka.
Page 2 of 8

Government spent about 7% of GDP on these sectors; health respect for patient preferences. For health care organization to
alone received 2.5% of GDP. Higher spending on health enabled be successful monitoring of customer’s perception is a simple but
expansion on health care facilities the expansion and improvement important strategy to assess and improve their performance [3].
of health care infrastructure was largely responsible for the
decline in mortality and improved health status. Research Objectives
The transitions in the epidemiology and demography, which General objectives
have resulted in the classical double burden of diseases, combined To assess the level of satisfaction of patients who have utilized
with a rapidly ageing population have impelled the urgent need the OPD services at the Teaching hospital Karapitiya. And to
for more innovative forms of health care delivery and health identify the factors related to patients satisfaction (Table 1 and
care delivery and health care financing [2-8]. In fact the costs of Figure 1).
health care delivery are rapidly increasing at such a rapid pace
that quite often the government faces constraints to maintain its Specific objectives
cherished principle of high quality public sector health free at
1. To assess the level of satisfaction with the services
the point of delivery. However this provision being an unbending
provided by the OPD.
commitment of the government will not be compromised at
any cost. This means that we will need to introduce innovative 2. To determine the relation between the level of socio
schemes of financing our health care, including a judicious use demographic factors, and satisfaction.
of public - private partnerships, while continuing to maintain the
3. To identify the relationship between the patient attitude
principle of an absence of direct user fees all the time [8-12].
and the level of satisfaction.
The primary goal of the tertiary care hospital as a highest
4. To find out the relationship between the enabling factors
level of health care provision is to provide best possible health
and satisfaction level.
care to the patients. The modern era where it is the right of every
patient to demand best possible care in Government hospitals, 5. To determine the relationship between the need factors
it is the duty of every staff member of the hospital to deliver towards the services and the satisfaction level.
his optimum efforts to the entire satisfaction of the patient. Its
6. To describe the patients opinions and suggestion on
assessment will give us an opportunity to find loopholes in our
improving the services in the outpatient department.
services and future ratification.
There are several causes affecting the patients’ decision in Methodology
attending either sector. Some of them are, This was a cross-sectional study. Teaching Hospital Karapitita
1. Affordability is a survey site and their OPD service is the main focus of
focus. Teaching Hospital Karapitiya is a major tertiary medical
2. Differences in customer care and customer satisfaction in hospital in the south and about 200 to 350 people are treated
either sector daily. Patients between the ages of 16 and 65 years old who are
3. Differences in facilities available in either sector receiving treatment for the 2 week test period there should be a
Sun that is necessary for this examination was 228. Considering
4. Availability of insurance policies 10% of the defect, 251 samples were needed for this test.
5. Differences in the level of training and qualifications of In order to obtain information on the OPD unit made in this
the staff members. study, we applied the layer-specific implementation and drawn
Patient satisfaction depends upon many factors such as: it. In this type of packaging technology, researchers selected
quality of clinical services provided, availability of medicine, a sufficient number of subjects from each unit (layer), using
behavior of doctors and other health staff, cost of the services, real representation randomization in the relevant layer and its
hospital infrastructure, physical comfort, emotional support and population.

Total no. of Average no. of Estimate no. of Proportionate Average no. of


UNITS
tokens/day/unit consultation/ day/ unit consultation (10 days) size/ unit patient/day/unit
medicine 180 68 680 36 4
General Surgery 75 57 570 30 3
Diabetic clinic 132 39 390 21 3
Ear-Nose-Throat 75 75 750 3 4
Dermatology 90 70 700 37 4
Ophthalmology 70 40 400 21 3
Orthopedics 102 71 710 37 4
Urology 50 49 490 26 3
Neurology 20 6 60 3 1
Plastic surgery 10 2 20 1 1
TOTAL 804 477 4230 251
Table 1: Total number of patients per day in each unit (10 days planned for data collection).

Volume 1 • Issue 2 • 008 www.scientonline.org J Primary Health Care Gen Practice


Citation: Sanjeewa GGC, Senevirathne R (2017).. Assessment of Patient Satisfaction Using OPD Service at the Out Patients Department - Case
Study - at Teaching Hospital Karapitiya Sri Lanka.
Page 3 of 8

Independent variable Dependent variable


Predisposing factors Patient satisfaction at OPD
-Age Convenience
-Gender Courtesy
Out of pocket
Expenditure
Quality of care
Socio demographic factors Physical Environment
-Marital
-Occupation
-Education
-Number of visit

Health Belief
Attitude

Enabling Factors
Family income
Type of Payments

Need factors
Health problems Expectations Source; Author

Figure 1. Conceptual framework

The population was stratified into 10 units of service. Next, Data program. The procedure is as follows.
we selected a sufficient number from each layer using random
sign-in, and decided the number of samples of real number one  - Each item encodes coding consistency in all questionnaire
day ago. A large case was applied to display patients from each forms and checks it.
unit (Table 2).  - Enter data, and
The research equipment planned for this research was a  - Check the consistency of data of all variables and edit them.
questionnaire managed by the interviewer. Data collection was
carried out with the help of three trained interviewers. We Frequency and percentages were calculated for predisposing
gathered data when patient was waiting for consultation at OPD. factors (gender, age, marital status, educational achievement,
After the collection was completed, it was entered using the Epi occupation and attitude) to analyze factors (family income

Volume 1 • Issue 2 • 008 www.scientonline.org J Primary Health Care Gen Practice


Citation: Sanjeewa GGC, Senevirathne R (2017).. Assessment of Patient Satisfaction Using OPD Service at the Out Patients Department - Case
Study - at Teaching Hospital Karapitiya Sri Lanka.
Page 4 of 8

Socio-demographic factors Frequency (N=251) Percent (%) Age In years 16 – 65 years


Gender
Sex Female, male
Female 174 69.3
Male 77 30.7 Education No education
Age Primary school
16-32 133 52.9
33-49 69 27.3
Secondary school
50-66 49 19.5 Higher secondary school
Median=31.0 QD=7.7 Max=65.0 Min=16.0
Higher education (diploma and
Marital status
bachelors)
Single 65 25.9
Married 170 67.7 Others.
Divorced/separated 7 2.8
Occupation Civil servants
Widowed 9 3.6
Socio-demographic factors Frequency (N=251) Percent (%) Private sectors
No education 29 11.6 Self-employed
Primary school 91 36.3
Secondary school 75 29.9
Unemployed
Higher secondary school 38 15.1 Student
Higher education 11 4.4
Others( fishing and agriculture)
Others 7 2.8
Occupation
Civil servants 73 29.1
Family income 1000 – 17,333RS Low
Private sector 27 10.8
Self-employed 27 10.8 17,334 – 33,667RS
Unemployed 82 32.7 Moderate
Student 27 10.8
33.668 – 50,001RS High
Others 15 6.0
Average monthly income
(Rs)
Class interval (CI) = Max.Score-Min.
Rs 1000 – 15000 200 79.7
Score
Rs 15001 - 35000 43 17.1
Rs 35001 – 50001 8 3.2 level of income
Total 251 100.0
Median= 8000 Max= Min= 1000
50,000 QD= 16,333 <minimum + CI :Low income
Table 2. Socio-demographic and economic characteristics of the patients. (min +CI) to (min + CI +CI )
and payment type) and required factors (health problems and :Moderate income
expectations). >minimum + CI +CI :High income
For the level of patient satisfaction in each class of age,
Results
education, occupation, marital status, income, health insurance,
health problem, the median, the maximum value and the As a result, most patients were female (69.3%), only male
minimum value of the mean, standard deviation were calculated (30.7%), the youngest patient was 16 years old, and the oldest one
for the quantitative data. was 65 years. The median score was 31.00 years and the quartile
deviation was 7.7. Most patients were married (67.7%) but a
For patient satisfaction, attitudes and expectations, the quarter (25.90%), divorce / divorce was 2.8%, widows 3.59%.
quartile deviation, maximum and minimum values were The second institution (29.9%) was at the secondary education
calculated after the data size was evaluated. We conducted a chi- level. 22.3% received higher education, and only 11.6% did not
square test to determine the relationship between satisfaction receive school education.
and age, sex, marital status, education, occupation, income,
expectation, attitude, health insurance and patient’s health In relation to occupation, most patients were unemployed
(32.7%), second was civil servants (29.1%). Other groups were
problems. The significance level was set to 0.05.
agriculture and fishery. Regarding average family income per
Operationalisation month in Rupiah, the lowest income was 1000 rupees. The
maximum amount earned was 50,000 rupees. The median of
Measurement and classification of variables. family income was 8000 and the quartile deviation was 16333.
Variables Measurement and classification 79.7% for low-income people, 17.1% for moderate and 3.2% for
high-income people.

Volume 1 • Issue 2 • 008 www.scientonline.org J Primary Health Care Gen Practice


Citation: Sanjeewa GGC, Senevirathne R (2017).. Assessment of Patient Satisfaction Using OPD Service at the Out Patients Department - Case
Study - at Teaching Hospital Karapitiya Sri Lanka.
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Percentile or quartile was used as acute-off point to divide Attitude level Frequency Percent (%)
attitude into three groups. The total score of attitude was equal Good attitude (>23.0) 52 20.7
to 30. More than Half 59.0% of the patients’ had fair attitude Fair attitude (18-23.0) 148 59.0
towards hospital while the good and poor attitude were almost Poor attitude (<17.99) 51 20.3
the same, 20.7% and 20.3% respectively. Total 251 100.0
The patient was asked about expectations for the provided Median=21.00 QD= 1.67 Max= 30 Min= 6
health services. There were five questions in this section, Table 3. Overall attitudes of the patients towards health services.
including service cost, quality of service, waiting time, physical
environment and information exchange. For data that expects Variables Measurement and classification
overall (P value <0.05), high, moderate low expectation value, Health problem Medical problems
total score of each respondent is added, and the average score ENT/ Eye problems
of each respondent is calculated. I used a percentile as a cutoff Skin problems
point. Accepted patients who accept financial support by the Gastro Intestinal problem
government and insurance system and answered five questions. Surgical problem
With general expectations for hospitals, 20.7% of patients had a Urinary Tract Infection problem
high expectation for service and had a reasonable expectation of Plastic surgery
58.2% patients. Orthopedic problem
The patient was most satisfied with good ventilation in the Neurology problem
hospital (15.1%). Convenient parts had five questions about Diabetic problems
the problems of cleanness and service system, availability of Type of payment Private scheme
equipment, cooling placement, availability of doctors and nurses, Government scheme
clinical assistance for consultation. Frequency and percentage Insurance scheme
were as shown in Table 6. For convenience, most patients were Others
not satisfied with 75.3%. Expectation High expectation :(>Q3)

In the courtesy part, there were four questions about the Medium expectation :(Q1 – Q3)
kindness of attention, attention, and appropriate time for Low expectation :(<Q1)
consultation and privacy maintenance while examining the Attitude Good attitude :(>Q3)
patient of doctors and nurses. Patient satisfaction was 45.8% and Fair attitude :(Q1 – Q3)
54.2% respectively. The quality of nursing care patients was asked Poor attitude :(<Q1)
about the doctor’s abilities, the examination of instruments, and Satisfaction High satisfaction :(>80% of total score)
how the pharmacist dispenses medicine. The results showed that Low satisfaction :(≤ 80% of total score)
44.2% of patients were very satisfied and 55.8% of patients were Table 4: Measurement and classification of variables.
not satisfied with the quality of care provided.
secondary school / higher education / others. The patients with
The two questions were asked about being financially
various level education had almost same level of satisfaction.
protected against pocket cost, affordable, medical problems
Having low satisfaction. The patients with secondary level of
for medical expenses. Every patient was not satisfied (76.5%),
education had higher percentage of high satisfaction (14.7%)
23.51% was satisfied with the price of pocket spent on medical
compared to other groups (Table 4).
service. The last part of satisfaction was asked about the physical
environment. It was clean and neat, adequate sitting chair, High percentage of high satisfaction was found in unemployed
available in waiting room, availability of drinking water and clean / others. I have regency the occupation of the patients, it was
toilet, clear finger and direction, ventilation. The overall score regrouped for analysis. Self-employed / others and unemployed
is very satisfying with 41.8% of patients, 58.2% suggesting low / s. Group.
value of environmental satisfaction. Median, quarter deviation,
maximum and minimum scores were calculated after summing Discussion
the total score of 20 questions. A satisfaction level of 80% or The younger age group had range of 16-32 years. In this
more is considered to be a high satisfaction degree, and 79 or less group, 12.0% of patients had high level of satisfaction. Second
is considered a low satisfaction degree. group in age range was 33-49 years and 7.3% of patients were
Overall satisfaction with health services of THK hospital. The highly satisfied. The eldest group 50-66 years, 10.2% patients
results showed that three quarter of the patient were having low were highly satisfied. Perhaps the most consistent determinant
(89.7%) satisfaction and only 10.4% were highly satisfied with characteristic was patient age, with a body of evidence from
services (Table 3). various countries to suggest that older people tend to be more
satisfied with health care than do younger people. According
In age group 16 - 32 years. All age groups showed high to Williams and Calnan (1991) older people have found to be
percentage of low level of satisfaction. In age group 16 - 32 years, far more satisfied with most aspects of their hospital care than
88% of the patients had low satisfaction, age group 33-49 years
younger or middle aged people Most studies on satisfaction have
were 93% and age group 50-66 years were 90%.
found that older patients report higher levels of satisfaction
All the group were, it was regrouped into four groups; no than younger patients, which were contrast with this study. In
education, primary education, secondary education and higher certainty older patients tend to be more dependent to the other

Volume 1 • Issue 2 • 008 www.scientonline.org J Primary Health Care Gen Practice


Citation: Sanjeewa GGC, Senevirathne R (2017).. Assessment of Patient Satisfaction Using OPD Service at the Out Patients Department - Case
Study - at Teaching Hospital Karapitiya Sri Lanka.
Page 6 of 8

member of the family and younger take initiative to improve the Among 251 patient 72.9% of the patient provided comments
services. and suggestions to improve the quality of health services. Most of
the patient gave more than three suggestions to improve. Quality
According to the patient education, the secondary school
of care was very important indicator in any health sector. Poor
group were highly (14.7%) satisfied with services of THK hospital.
quality was costly; it leads to loss of lives, loss of time, and loss of
The least percent found in no education groups, only 3.5% with
public confidence, low staff morale and also results in wastage of
high satisfaction. In most of the surveys higher educated patients
our limited resources. This tends to provides plenty of comments
tend to be less satisfied with the services and low educated
and suggestions to improve the services.
patients would be more satisfied with services [9-15] (Table 5).
Most of the patient commented on Waiting time (24.0%),
Respondents having Health problems with ENT and Eye
from the point of entry to exit in a hospital, the patient has to
were highly satisfied (13.79%) with services when compared wait at various stages i.e. enquiry/ registration counter, doctors
with respondents having other health problems in this study. chamber, laboratory and pharmacy etc. A study conducted in a
The ENT and Eye department may provide more concern to tertiary care hospital in India also revealed that 25% patients,
health problems of patients than other departments. However, waiting time for consultation seems to be extends to more than
there was no significant association between health problem three hours.
and satisfaction level. This relationship has been investigated
by researchers, some of whom have reported that there is no Delay in counter services 11.5% patient commented. Next
significant association between patients’ perceived health patient commented on difficulty in getting appointment (9.9%)
status and their satisfaction with health care In contrast, other and takes time to get pharmacy services. They recommend
researchers reported that patients who perceive their health providing easy access to appointment and pharmacy services.
status to be poor were less satisfied with their medical care These two areas seems to be related to each other, if difficulty in
Although healthier patients were generally more satisfied with getting appointment is a problem and if the waiting time gets too
their care than less healthy patients, there lack of clarity on long for consultation will leads to dissatisfaction with services.
the relationship between health status and the component of The waiting time was too long seemed to prove the level of
satisfaction. When considered these relationships would assist expectation for waiting time was the poor (64.5%) among other
in making more rational quality improvement strategies, thereby respondents.
contributing to the increased effectiveness of health care. According to patient’s suggestions and comments the third
In this study, the results of overall expectation showed priority was to increase the number of specialists (9.4%). The next
that 15.4% of high expectation group had high satisfaction point was about the counter services were being delayed due to
and only 1.9% of low expectation group had high satisfaction. various reasons; less staffs, less counters and less qualified staffs
The association between expectation and satisfaction was not to provide services. The next very important service to improve
significantly associated. It can be concluded that patients got in this hospital was to improve toilet facilities along with hand
higher expectation when they were satisfied with health services. wash solution. Furthermore they commented on punctuality of
The roles of consumers assume regarding their relationship to most doctors were low and communication gap were there in
the health care system has significant meaning for understanding some doctors and medical staffs (6.8%). Lee 2004 mentioned
satisfaction. One of the central tenets of the prevailing model of that if patient has a poor ability to assess technical performance.
satisfaction was that patients judge themselves to be satisfied And they have difficulty distinguishing between the art of care
when care has met their expectation. However, there was and the technical aspects of care. As a result, patients judge the
evidence from several studies that patient’s expectations only hospital by the way they’re treated as a person, rather than the
have indirect effect on their level of satisfaction, and that patients way they’re treated for their disease. Adequate information and
are satisfied even their expectations have not been met (Table 6). the ability to communicate caring create confidence.
The comment about clinical assistance communication
Expectation Frequency Percent (%) skills were rude or impersonal way. Patient gives suggestion to
High expectation (>2.61) 52 20.7 improve their skills to except patient as a patient. According to
Moderate expectation (2.2-2.6) 146 58.2 Taylor (2004) “Doctors’ training and knowledge of new medical
Low expectation (<2.19) 53 21.1 treatments are less important to many patients than their
Total 251 100.0 interpersonal skills-treating patients with respect, listening
Median=2.50 QD= 0.2 Max= 3.00 Min= 1.25 carefully, being easy to talk to, taking patients’ concerns seriously,
Table 5: Overall expectation of patients towards health services.
spending enough time with them, and really caring.” Of the three
top drivers of patient satisfaction, two (nurses anticipated your
Level of satisfaction needs, and staff responded with care and compassion) measure
Variables
High N (%) low N (%) the staff’s ability to show empathy.
Convenience 62(24.7) 198(75.3)
The most another important point that patient suggests was
Courtesy 115(45.8) 136(54.2)
to arrange a fully free medical services or insurance scheme in
Quality of care 111(44.22) 140(55.8) a near future. And also the costs of some services were too high
Out of pocket cost 59(23.5) 192(76.5) like laboratory investigation and some advanced procedures.
Physical environment 105(41.8) 146(58.2) Some patient suggests to minimize the cost to level that patient
Table 6: Numbers and percentage of patients by overall satisfaction for each can afford [20-22].
component.

Volume 1 • Issue 2 • 008 www.scientonline.org J Primary Health Care Gen Practice


Citation: Sanjeewa GGC, Senevirathne R (2017).. Assessment of Patient Satisfaction Using OPD Service at the Out Patients Department - Case
Study - at Teaching Hospital Karapitiya Sri Lanka.
Page 7 of 8

Conclusion Variables Frequency (N=251) Percent (%)


High satisfaction (>80) 26 10.4
Patients going to each hospital are responsible for
Low satisfaction (≤ 80 ) 225 89.7
spreading the good image of the hospital, and the satisfaction of
Total 251 100.0
patients going to the hospital is equally important for hospital
Median=71.00 QD= 32.5 Max= 91.0 Min= 26.0
management. The customer image of the hospital still wanted the
quality of service that was appropriate nationwide. [5,17-20]. Table 7: Overall satisfactions towards health services at OPD.

In this study, dependent variables were patient satisfaction Level of Statically level
Level of satisfaction χ2 P-value
with hospital services considered depending on care components, Attitude of significant
such as convenience, courtesy, care quality, pocket cost and Gender
physical environment. Independent variables are included. Female 20(11.5) 154(88.5) 0.79 0.38 P > 0.05
Including gender, marital status, educational level, occupation, Male 6(7.8) 71(92.2)
number of visits, attitudes towards service, etc. Elements Age (Yrs)
that make this possible included family revenues and types of 16-32 16(12.0) 117(88.0) 1.121 0.571 P > 0.05
payments for this visit. And the necessary elements were health 33-49 5(7.3) 64(92.8)
problems and expectations for service [8-14]. 50-66 5(10.2) 44(89.8)
Taking this into consideration, the overall satisfaction score Marital status
of all patients’ satisfaction levels was 10.4% higher, 89.6% which Single 5(7.7) 60(92.3) 0.982 0.612 P > 0.05
was rarely satisfied with the services of THK Hospital. A low Married 19(11.2) 151(88.8)
percentage of high level of satisfaction may be attributed to high Divorced/sepa-
2(12.5) 14(87.5)
criteria of satisfaction classification (80% of total score) among rated +widowed
other reasons. With regard to the elements of satisfaction, we Education
found that overall patients excluding courtesy and quality of care No education 1(3.5) 28(96.6) 3.653 0.301 P > 0.05
were less satisfied with the service. Primary school 10(11.0) 81(89.0)
Secondary
In terms of expectation, it was not much related to satisfaction. 11(14.7) 64(85.3)
school
Patients with high expectations were as high as 15.4%, moderate HSC/HE/others 4(7.1) 52(92.9)
expectations with high satisfaction were 11.6% of patients, low Occupation
expectations were 1.9% with high satisfaction. According to these Civil Servants /
9(9.0) 91(91.0) 0.519 0.771 P > 0.05
results, most patients had low satisfaction with hospitals and low Private
expectations. Among Socio’s demographic factors, there was no Self-employed/
4(9.5) 38(90.5)
significant association in patient satisfaction. Others
Average monthly
Respondents’ comments and suggestions were related income (Rs)
to convenience and were more negative than positive. The 1000 - 15,000 20(10.0) 180(90.0) 0.136 0. 712 P > 0.05
inconvenience complaints emphasized mainly long waiting 15,001 - 50,001 6(11.8) 45(88.2)
time to consult a doctor, access to pharmacy services, lack of Table 8: Association between socio demographic factors and satisfaction.
specialists, lack of medical professionals etc.
3. Accessibility/convenience should be arrange to receive
Recommendation proper medical
The OPDs mission should be to provide comprehensive Care to minimize waiting time and ease of reaching
and accessible services that anticipate, meet and exceed the
providers.
expectations of patients, staff, investigators and the public and
also supports professional development of staff and promotes a 4. The government should consider proper health care
positive work environment which facilitates open communication financing scheme to provide equity with all patients.
and team spirit between staff and patients (Table 7).
5. Physical environment should be improved by arranging
Regarding the level of satisfaction most of the component were clear signs and directions, orderly facilities and equipment
having low satisfaction level, should promptly reassess their conduct and with pleasantness of atmosphere.
to improve the satisfactory matters where the services achieving the
higher satisfaction level needed to be improved very much. 6. Management needs to update the front office staff
periodically and orient them to new developments in the
To increase the satisfaction level of the component of hospital. There was one factor that found to be associated
satisfaction Teaching Hospital Karapitiya the fine picture of the with satisfaction level.
hospital must be promoted by;
The hospital has to improve the actual performance to meet
1. Improving the interpersonal manner, the way in which
the patient’s expectation and the good reputation to improve the
providers interact personally with patients. Example;
attitudes towards the hospital (Table 8).
respect, concern, friendliness and courtesy.
2. Technical quality of care by improving competence of This study leads to several numbers of recommendations for
providers and adherence to high standard of diagnosis contributing tote improvement of quality of health services as a
and treatment. whole at the Teaching Hospital Karapitiya.

Volume 1 • Issue 2 • 008 www.scientonline.org J Primary Health Care Gen Practice


Citation: Sanjeewa GGC, Senevirathne R (2017).. Assessment of Patient Satisfaction Using OPD Service at the Out Patients Department - Case
Study - at Teaching Hospital Karapitiya Sri Lanka.
Page 8 of 8

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