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Samita Acharya
Patan Academy of Health Sciences, Lalitpur, Kathmandu, Nepal
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Ashis Shrestha
Patan Academy of Health Sciences, Lalitpur, Kathmandu, Nepal
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Sumana Bajracharya
Patan Academy of Health Sciences, Lalitpur, Kathmandu, Nepal
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Sitaram Shrestha
Patan Academy of Health Sciences, Lalitpur, Kathmandu, Nepal
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Bruce Hayes
Patan Academy of Health Sciences, Lalitpur, Kathmandu, Nepal
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Bharat Kumar Yadav
Patan Academy of Health Sciences, Lalitpur, Kathmandu, Nepal
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Katrina Butterworth
Patan Academy of Health Sciences, Lalitpur, Kathmandu, Nepal
Keywords:
Communication, Patient Satisfaction, Satisfaction Survey
Abstract
Introduction: Patient Satisfaction is an important element in patient care. There is an association between satisfaction level, patient adherence and success of the treatment. This study was conducted to measure patient satisfaction in the department general Outpatient Department (OPD) and Emergency.
Method: This was a cross sectional descriptive study conducted in Patan Hospital on 18th August 2011. All patients registering in emergency or OPD were interviewed. A questionnaire based on the Press Ganey Questionnaire was used. Satisfaction was assessed on the basis of response to each domain which included patients’ details and waiting time, registration process, physical comfort and nursing care, physician care and finally overall satisfaction with the emergency and outpatient department.
Result: Total 92 patients were included from emergency. Average waiting time was 11.7 minutes with range of 2 to 35 minutes. Patients’ satisfaction was 83.6% while there was no patient whose satisfaction was below average. Patients were satisfied on behavior of staff at registration (93.5%), and unsatisfied about doctor not telling side effects of medicine (33.7%). Similarly 196 patients were included from OPD. Patient’s satisfaction was 84.7%. Satisfaction level was highest with behavior of staff at pharmacy (94%). In OPD also patients were unsatisfied with doctors not telling side effect of medicine (41.8%).
Conclusion: Our study highlights importance of communication with patients, specifically about medicine side effects for satisfaction of patients in outpatient and emergency departments.
Author Biographies
Samita Acharya, Patan Academy of Health Sciences, Lalitpur, Kathmandu, Nepal
Assistant Professor, Department of General Practice and Emergency Medicine
Ashis Shrestha, Patan Academy of Health Sciences, Lalitpur, Kathmandu, Nepal
Lecturer, Department of General Practice and Emergency Medicine, Patan Hospital
Sumana Bajracharya, Patan Academy of Health Sciences, Lalitpur, Kathmandu, Nepal
Lecturer, Department of General Practice and Emergency Medicine, Patan Hospital
Sitaram Shrestha, Patan Academy of Health Sciences, Lalitpur, Kathmandu, Nepal
Associate Professor, Department of General Practice and Emergency Medicine, Patan Hospital
Bruce Hayes, Patan Academy of Health Sciences, Lalitpur, Kathmandu, Nepal
Professor, Department of General Practice and Emergency Medicine, Patan Hospital
Bharat Kumar Yadav, Patan Academy of Health Sciences, Lalitpur, Kathmandu, Nepal
Professor, Department of General Practice and Emergency Medicine, Patan Hospital
Katrina Butterworth, Patan Academy of Health Sciences, Lalitpur, Kathmandu, Nepal
Professor, Department of General Practice and Emergency Medicine, Patan Hospital