Study of patients of outdoor department regarding their satisfaction for health care services at general hospital jhajjar

1. International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976 - 6510(Online),
Volume 6, Issue 2, February (2015), pp. 61-73 © IAEME
61
STUDY OF PATIENTS OF OUTDOOR DEPARTMENT
REGARDING THEIR SATISFACTION FOR HEALTH
CARE SERVICES AT GENERAL HOSPITAL JHAJJAR
Dr. Satpal Singh1
Dr. Man mohan2
1
Assistant Professor, Department of Management Studies
D.C.R.U.S.T. Murthal, Sonepat, Haryana
2
Medical Officer, Masters of Hospital Administration,
D.C.R.U.S.T. Murthal, Sonepat, Haryana
ABSTRACT
Background: Patient satisfaction is deemed to be one of the important factors for assessing the quality
of patient care services. there is need to assess the health care system as it determines the success of
health care facility. assess the patient’s satisfaction towards the health care services. Material and
methods: A randomly selection of 150 patients was done and a 28 item pretested and pre structured
questionnaire was given to these patients or there attendants at the end of their OPD visit from 3 to
4p.m. for 5 days. While analysing they were grouped into categories like availability of services,
clinical care, waiting time and cost etc.
Result: The availability of services and clinical care was found to be satisfactory in 93% patients. 83%
patients were satisfied about the explanation of the disease by the doctor. 60% respondents said that
the time of coming to hospital and consulted by doctor was too long. 79% patients time devoted by
doctor was only 0-5 minutes. The need of investigation was necessary as per 95% of patients. The time
required to locate the pharmacy and get medicines from there was satisfactory in almost all patients.
Conclusion: According to patient’s opinion, the study revealed that the degree of satisfaction was
mild to moderate with respect to waiting time and availability of specialist in the hospital.
Key-Words: Clinical care, Health Care Services, Outdoor Department, Patients Satisfaction.
INTRODUCTION
Patient satisfaction is an important parameter for assessing the quality of the patient care
services .The scope of health services varies widely from country to country and is influenced by
disease prevalent in that country . The health care system depends on availability, affordability,
efficiency, feasibility and other factors.[1]
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2. International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976 - 6510(Online),
Volume 6, Issue 2, February (2015), pp. 61-73 © IAEME
62
Patients satisfaction is a combination of psychological ,physiological and other health care
related factor that make a patient to feel happy .It involves likes and dislikes which are internal and
external to the patient. In recent years, quality assurance has emerged as an internationally important
aspect in the provision of health care services. [2]
RESEARCH METHODOLOGY
Aims and Objective
Aim of our study is to analyse the factors which influence patient satisfaction in outdoor patient
that include approach to the hospital ,doctor's interaction with the patient ,information about disease
and medicine waiting time and cost of services provided, availability of services, demography
characteristics of the respondents.
MATERIALS AND METHODS
Sample Design
The study was carried out in 150 patients attending the outdoor department of civil hospital
Jhajjar, Haryana. The patients were selected randomly from different speciality department
irrespective of their age, gender, education and occupation. The study was done for 5 days. A 28 item
pretested and prestructured questionnaire was given to the patients or there attendants at the end of
their patient visit.
Patient Selection Criter
The OPD patients of general hospital jhajjar who were willing to provide answers to study
interviewers.
The patients who were not able to listen or speak or had any mental disorder were excluded
from the study
Sampling Tools
Structured questionnaire used to gather information on socio-demographic characteristics,
respondent’s satisfaction about health care services and service gap of patient’s suggestions.
Data Collection Method
Primary data collected by personal interview in form of questionnaires which is to be filled by
the patients coming to OPD of general hospital jhajjar.
Secondary data is collected from internet, journals and books.
THE QUESTIONNAIRES INCLUDED
Age ,sex ,occupation of the patient ,approach to the hospital ,OPD timing ,registration process
,waiting time ,seating arrangement and cleanliness in OPD ,approach to the hospital and doctor and
other paramedical staff and their behaviour with patient ,clinical care ,time required for finding the
department ,registration process , consultation by the doctor , Investigation and taking medicines
from pharmacy or medical stores ,cost of the registration ,medical services and medications.
The questionnaires included in this study can be replied in choices like satisfactory/
unsatisfactory,adequate/inadequate,yes/no,good/moderate/poor,necessary/unnecessary,convenient/in
convenient,easy/difficult.in case of paediatric patients (below 14 years), the opinion of caretaker or
parents were taken for the satisfaction .Consent of each patient was taken orally.

3. International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976 - 6510(Online),
Volume 6, Issue 2, February (2015), pp. 61-73 © IAEME
63
Area of Study
The research carried out in OPD’s, reception area, pharmacy and different areas of the
outpatient department.
Tools of Study
Data of study analysed by different statistical methods like mean, standard deviation and
standard error and t test. For this analysis SPSS and MS EXCEL is used.
Study Period
This study is undertaken during the 6th
semester of M.H.A.
Unit under Study
The present study is based on the patients response regarding health care services provided by
the general hospital jhajjar.
Study Type
Descriptive study
Results
Our study consists of total 150 patients who came to civil hospital Jhajjar , Haryana. Out of
these 150 patients, the male-female ratio was 50.7: 49.3.
DATA ANALYSIS AND INTERPRETATION
This study was conducted to determine the patient satisfaction for health care services at
outpatient department of civil hospital jhajjar. The results of the study are presented in the form of
tables and in descriptive form.
Table no -1: Distribution of Respondents Regarding their Socio- Demographic Characteristics
(n=150)
Characteristics No. Of patients
Age
0-15 yrs 21
15-30 yrs 30
30-45 yrs 59
45 and above 40
Literacy Rate
Illiterate 35
Primary 43
Secondary 32
Higher Secondary 27
Graduate and above 13
Occupation
Student 24
Housewife 47
Labour 23
Farmer 24
Service 7
Business 14
Unemployed 11

4. International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976 - 6510(Online),
Volume 6, Issue 2, February (2015), pp. 61-73 © IAEME
64
Table no 1. analyses that out of the total 150 patient interviewed majority were adults i.e above
20 year of age .While only 1/4TH
of the patients were either children or adolescents .In our study 0-15
yrs patient were 14%; 15yrs-30yrs was 20% and 30yrs-45yrs was 39.33% and 45yrs above patients
were 26.66%. Literacy status of the patients was that 23.33% patients were illiterate ; 28.66% were of
primary education status; 21.33% patients of secondary education ; 18% patients of Higher secondary
education &8.66% patient were graduate & above .
On categorizing the patients by their occupation, the study reveals that 31.33% patients were
housewives (out of 74 female patients); 16% patients were students; 15.335% patients were labourer,
16% patients were farmers, 4.66% patients of service group; 9.33% patients from business sectors and
7.33% patients were unemployed.
Table no 2. analyses regarding the distribution of visiting departments; it is observed that 16%
patients were consulted by gynaecology department ;followed by surgery department 14% patients,
13.3% in eye department, 13.3% in medicine department, 12.7% patients in ortho. department, 11.3%
in paediatric department; 10.7% in ENT department, 8.7% in skin department.
Table no. 2 According to Department
Name Of Department Frequency Percent Valid Percent Cumulative
Percent
Valid
Surgery 21 14.0 14.0 14.0
Orthopaedics 19 12.7 12.7 26.7
Gynaecology 24 16.0 16.0 42.7
Medicine 20 13.3 13.3 56.0
Eye 20 13.3 13.3 69.3
ENT 16 10.7 10.7 80.0
Skin 13 8.7 8.7 88.7
Paediatrics 17 11.3 11.3 100.0
Total 150 100.0 100.0

5. International Journal of Management (IJM), ISSN 0976
Volume 6, Issue 2, February (2015), pp.
Distribution of Responses from the Respondents according to availability of services based Upon
Male
Sr No Variable Mean
Std.
Deviation
Error
Mean
1
Seating
Arrangement
in 0PD
1.07 .250
2 Cleanliness
in OPD
1.03 .161
3
Whether
Satisfied
with Timing
of OPD
1.00 .000b
0.000
4
Services by
the
Paramedical
Staff
1.01 .115
5
Finding the
Specialist in
the
Department
in OPD
1.05 .225
6
Availability
of Doctor in
Hospital
1.03 .161
7
Finding the
Pharmacy
1.67 .473
Overall 1.12 .231
Male= 76 Female = 74 Total Sample size 150
Table no 3. analyses the mean for seating arrangement in OPD for males is 1.07 and t value is
1.066. The mean for females is 1.18 and t
arrangement unsatisfactory as compared to males. Also the mean for finding the pharmacy is the
highest among all 1.67 and t value .979 for males and mean value of 1.19 for females and t value of
1.64 for females. This shows that the finding of pharmacy is the
we find that in satisfaction of timing of OPD the standard deviation is 0. This shows that there is no
variation in data of males and females. Mean respon
0.332 and overall mean response was1.
Distributionof
Responsesfromthe
Respondents
accordingto
availabilityof
International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976
Volume 6, Issue 2, February (2015), pp. 61-73 © IAEME
65
Table No 3
Distribution of Responses from the Respondents according to availability of services based Upon
Female
Std.
Error
Mean
t-
Value
Mean
Std.
Deviation
Std.
Error
Mean
t-
Value
Mean
.029 1.066 1.18 .383 .045 1.176 1.12
.018 1.026 1.09 .295 .034 1.095 1.06
0.000 0.000 1.04 .199 .023 1.041 1.02
.013 1.013 1.09 .295 .034 1.095 1.05
.026 1.053 1.19 .394 .046 1.189 1.12
.018 1.026 1.08 .275 .032 1.081 1.05
.054 1.671 1.65 .481 .056 1.649 1.66
.023 0.979 1.19 .332 .039 1.189 1.16
Male= 76 Female = 74 Total Sample size 150
he mean for seating arrangement in OPD for males is 1.07 and t value is
1.066. The mean for females is 1.18 and t value is 1.176 this shows that the females find the seating
arrangement unsatisfactory as compared to males. Also the mean for finding the pharmacy is the
highest among all 1.67 and t value .979 for males and mean value of 1.19 for females and t value of
.64 for females. This shows that the finding of pharmacy is the most unsatisfactory task of all
we find that in satisfaction of timing of OPD the standard deviation is 0. This shows that there is no
variation in data of males and females. Mean response of male were 1.12 ± 0.231,
0.332 and overall mean response was1. 16 ± 0.280.
0 2 4 6 8
…
Female
availabilityof
servicesBasedUpon
Sex
6502(Print), ISSN 0976 - 6510(Online),
Distribution of Responses from the Respondents according to availability of services based Upon Sex
Overall
Mean
Std.
Deviation
Std.
Error
Mean
t
Value
1.12 .326 .027 1.120
1.06 .238 .019 1.060
1.02 .140 .011 1.020
1.05 .225 .018 1.053
1.12 .326 .027 1.120
1.05 .225 .018 1.053
1.66 .475 .039 1.660
1.16 .280 .023 1.155
he mean for seating arrangement in OPD for males is 1.07 and t value is
value is 1.176 this shows that the females find the seating
arrangement unsatisfactory as compared to males. Also the mean for finding the pharmacy is the
highest among all 1.67 and t value .979 for males and mean value of 1.19 for females and t value of
most unsatisfactory task of all. Also
we find that in satisfaction of timing of OPD the standard deviation is 0. This shows that there is no
0.231, female were 1.19 ±
10
Sr No
1
2
3
4
5
6
7

6. International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976 - 6510(Online),
Volume 6, Issue 2, February (2015), pp. 61-73 © IAEME
66
Data in table 3 reveals that overall satisfaction level of patients for availability of service in
hospital was good. 88% patients were satisfied by the seating arrangement in the OPD; 94% patients
were satisfied by cleanliness in OPD, 94.6% patients were satisfied by the services of paramedical
staff .For 88% patients finding the specialist in the department in OPD was easy. 94.6% patients
satisfied by the availability of doctor in the hospital; 98% patients were satisfied by the timings of the
OPD and for 51% patients finding the pharmacy was satisfactory.
Table No 4
Distribution of Responses from the Respondents Regarding Clinical Care based Upon Sex
Male Female Overall
Sr
No
Variable Mean
Std.
Deviati
on
Std.
Error
Mean
t-
Value
Mean
Std.
Deviati
on
Std.
Error
Mean
t-
Value
Mean
Std.
Devia
tion
Std.
Error
Mean
t Value
1
Approach by the
Doctor
1.03 .161 .018 1.026 1.04 .199 .023 1.041 1.03 .180 .015 1.033
2
Communication
by the Doctor
1.29 .457 .052 1.289 1.27 .447 .052 1.270 1.28 .451 .037 1.280
3
Explanation
about the Disease
to the Patient
1.04 .196 .022 1.039 1.12 .329 .038 1.122 1.08 .272 .022 1.080
4 Clinical Care 1.07 .250 .029 1.066 1.14 .344 .040 1.135 1.10 .301 .025 1.100
5
Whether
Satisfied by
Doctors
Efficiency and
Behaviour
1.03 .161 .018 1.026 1.07 .253 .029 1.068 1.05 .212 .017 1.047
6
Opinion about
the Need of
Investigation
Assess by the
Patient
1.08 .271 .031 1.079 1.09 .295 .034 1.095 1.09 .282 .023 1.087
7
Interpretation of
Investigation
Report by the
Doctor to the
Patient
1.04 .196 .022 1.039 1.04 .199 .023 1.041 1.04 .197 .016 1.040
8
Nature of
Prescription
1.14 .390 .045 1.145 1.18 .449 .052 1.176 1.16 .419 .034 1.160
9
Instruction for
taking
Medication by
Pharmacist
1.11 .309 .035 1.105 1.11 .313 .036 1.108 1.11 .310 .025 1.107
10
Whether
Satisfied by
Behaviour of
Hospital Staff
1.03 .161 .018 1.026 1.14 .344 .040 1.135 1.08 .272 .022 1.080
11 Overall 1.08 .255 .029 1.084 1.12 .317 .037 1.119 1.10 .290 .024 1.101
Male= 76 Female= 74 Total Sample Size= 150

7. International Journal of Management (IJM), ISSN 0976
Volume 6, Issue 2, February (2015), pp.
Patients compliance in respect to clini
96.6% patients were satisfied by the approach of the doctor.
communication by the doctor ,92% patient were satisfied by the explanation of disease by the doctor,
91.33% patients felt that the investigation advised by the doctor were necessary and 96% patients were
satisfied by the interpretation of investigation report by the doctor to them .86% of patients found the
nature of prescription simple & easy .89.33% patient
0
2
4
6
8
10
12
14
Male
Distribution of Responses from the
Respondents Regarding Clinical Care based
International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976
Volume 6, Issue 2, February (2015), pp. 61-73 © IAEME
67
atients compliance in respect to clinical care (table no .4) was more towards satisfactory side
96.6% patients were satisfied by the approach of the doctor. 72% patients were satisfied by the
communication by the doctor ,92% patient were satisfied by the explanation of disease by the doctor,
3% patients felt that the investigation advised by the doctor were necessary and 96% patients were
satisfied by the interpretation of investigation report by the doctor to them .86% of patients found the
nature of prescription simple & easy .89.33% patients were satisfied by instructions for taking
Female
Overall
Distribution of Responses from the
Respondents Regarding Clinical Care based
Upon Sex
6502(Print), ISSN 0976 - 6510(Online),
was more towards satisfactory side
72% patients were satisfied by the
communication by the doctor ,92% patient were satisfied by the explanation of disease by the doctor,
3% patients felt that the investigation advised by the doctor were necessary and 96% patients were
satisfied by the interpretation of investigation report by the doctor to them .86% of patients found the
s were satisfied by instructions for taking
10
9
8
7
6
5
4
3
2
1
Sr No

8. International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976 - 6510(Online),
Volume 6, Issue 2, February (2015), pp. 61-73 © IAEME
68
medicines by the pharmacist. 95.33% patients were satisfied by the doctor’s efficiency and behaviour
and 92% patients were satisfied by the behaviour of the hospital staff.
Mean response of male was 1.08 ± 0.255, female mean response was 1.12 ± 0.317 and overall
mean response was 1.10 ± 0.290.
Table No 5
Distribution of Responses from the Respondents Regarding Waiting Time based Upon Sex
Male
Female Overal
l
Sr
No
Variable Mean
Std.
Deviat
ion
Std.
Error
Mean
t-
Value
Mea
n
Std.
Devia
tion
Std.
Error
Mean
t-
Value
Mean
Std.
Deviati
on
Std.
Error
Mean
t -
Value
1
Time
Required to
Locate the
Hospital
1.04 .196 .022 1.039 1.08 .275 .032 1.081 1.06 .238 .019 1.060
2
Time
Required to
Getting
Registered
1.09 .291 .033 1.092 1.14 .344 .040 1.135 1.11 .318 .026 1.113
3
Was time
Required to
Find the
Concern
Department
1.03 .161 .018 1.026 1.08 .275 .032 1.081 1.05 .225 .018 1.053
4
Time
Required to
Consult the
Doctor After
Coming to
Hospital
1.22 .419 .048 1.224 1.31 .618 .072 1.311 1.27 .527 .043 1.267
5
Time Devoted
by the Doctor
1.16 .463 .053 1.158 1.16 .371 .043 1.162 1.16 .419 .034 1.160
6
Time Taken
for
Investigation
1.05 .225 .026 1.053 1.09 .295 .034 1.095 1.07 .262 .021 1.073
7
Time
Required to
Locate the
Pharmacy
1.04 .196 .022 1.039 1.08 .275 .032 1.081 1.06 .238 .019 1.060
8
Time Spent in
Pharmacy
1.11 .309 .035 1.105 1.08 .275 .032 1.081 1.09 .292 .024 1.093
9 Overal 1.09 .283 .032 1.092 1.13 .341 .040 1.128 1.11 .315 .026 1.110
Male= 76 Female= 74 Total Sample Size= 150
Mean response regarding waiting time of hospital for male was 1.09 ± 0.283, mean response of
female was 1.13 ± 0.341 and overall mean response was1.11 ± 0.315.

9. International Journal of Management (IJM), ISSN 0976
Volume 6, Issue 2, February (2015), pp.
The patients satisfaction with t
satisfaction with services. In our study (table 5
to locate the hospital and 11.335 % patients found the time required for getting registered
inconvenient. 94.66 % patients conveniently found the concerned department. In 77.33 % patients
time required to consult the doctor after coming to the hospital was less than ½ hour. In majority of the
patients (86%) time devoted by the doctor was less than 5
the time taken for investigation .94 % patients were satisfied by the time required to locate the
pharmacy and for 90.66 % patients time spent in pharmacy was satisfactory.
0.00
2.00
4.00
6.00
8.00
10.00
12.00
Mean
Std.Deviation
Std.ErrorMean
t-Value
Male
International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976
Volume 6, Issue 2, February (2015), pp. 61-73 © IAEME
69
The patients satisfaction with the waiting time plays an important role in the overall
services. In our study (table 5); 6% patients were unsatisfied regarding time required
to locate the hospital and 11.335 % patients found the time required for getting registered
nvenient. 94.66 % patients conveniently found the concerned department. In 77.33 % patients
time required to consult the doctor after coming to the hospital was less than ½ hour. In majority of the
patients (86%) time devoted by the doctor was less than 5 minutes .92.66 % patients were satisfied by
the time taken for investigation .94 % patients were satisfied by the time required to locate the
patients time spent in pharmacy was satisfactory.
Mean
Std.Deviation
Std.ErrorMean
t-Value
Mean
Std.Deviation
Std.ErrorMean
tValue
Female Overall
9 Overall
8 Time Spent in Pharmacy
7 Time Required to Locate the
Pharmacy
6 Time Taken for Investigation
5 Time Devoted by the Doctor
4 Time Required to Consult
the Doctor After Coming to
Hospital
3 Was time Required to Find
the Concern Department
2 Time Required to Getting
Registered
1 Time Required to Locate the
Hospital
6502(Print), ISSN 0976 - 6510(Online),
he waiting time plays an important role in the overall
); 6% patients were unsatisfied regarding time required
to locate the hospital and 11.335 % patients found the time required for getting registered
nvenient. 94.66 % patients conveniently found the concerned department. In 77.33 % patients
time required to consult the doctor after coming to the hospital was less than ½ hour. In majority of the
minutes .92.66 % patients were satisfied by
the time taken for investigation .94 % patients were satisfied by the time required to locate the
8 Time Spent in Pharmacy
7 Time Required to Locate the
6 Time Taken for Investigation
5 Time Devoted by the Doctor
4 Time Required to Consult
the Doctor After Coming to
3 Was time Required to Find
the Concern Department
2 Time Required to Getting
1 Time Required to Locate the

10. International Journal of Management (IJM), ISSN 0976
Volume 6, Issue 2, February (2015), pp.
Distribution of Respon
Male
Sr
No
Variable Mean
Std.
Deviati
on
Error
Mean
1
Cost of
Registration
1.03 .161
2
Cost of
Investigation
1.11 .309
3
Cost of
Medicine
1.00 0.000 0.000
Overall 1.04 .157
Male= 76 Female= 74 Total Sample Size= 150
As we conducted this study
investigations were minimal so majority of the pat
investigation; 94% of patients were satisfied with cost of registration and 85.34% patients were
satisfied with cost of investigation & for 12.66% patients the cost of investigations was moderate .As
the supply of medicines was free of cost so all the patients (100%) were satisfied by the free supply of
medicines.
Mean response regarding cost of registration, investigation and medicine
0.157, mean response of female was 1.11
shows that females were more unsatisfied.
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
…
Distribution of Responses from the
Respondents Regarding Cost based Upon
International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976
Volume 6, Issue 2, February (2015), pp. 61-73 © IAEME
70
Table No 6
Distribution of Responses from the Respondents Regarding Cost based Upon Sex
Female
Std.
Error
Mean
t-
Value
Mean
Std.
Deviatio
n
Std.
Error
Mean
t-
Value
Mea
n
.018 1.026 1.09 .295 .034 1.095 1.06
.035 1.105 1.23 .511 .059 1.230 1.17
0.000 0.000 1.00 0.000 0.000 0.000 1.00
.018 0.711 1.11 .269 .031 0.775 1.08
Male= 76 Female= 74 Total Sample Size= 150
As we conducted this study (table 6) at General Hospital the cost of registration and
investigations were minimal so majority of the patients were satisfied by cost of registration and
investigation; 94% of patients were satisfied with cost of registration and 85.34% patients were
satisfied with cost of investigation & for 12.66% patients the cost of investigations was moderate .As
ply of medicines was free of cost so all the patients (100%) were satisfied by the free supply of
regarding cost of registration, investigation and medicine
le was 1.11 ± 0.269 and overall mean response was1.08
shows that females were more unsatisfied.
Female
Overall
Distribution of Responses from the
Respondents Regarding Cost based Upon
Sex
6502(Print), ISSN 0976 - 6510(Online),
ses from the Respondents Regarding Cost based Upon Sex
Overall
Mea
Std.
Deviati
on
Std.
Error
Mean
t
Value
1.06 .238 .019 1.060
1.17 .424 .035 1.167
1.00 0.000 0.000 0.000
1.08 .221 .018 0.742
at General Hospital the cost of registration and
ients were satisfied by cost of registration and
investigation; 94% of patients were satisfied with cost of registration and 85.34% patients were
satisfied with cost of investigation & for 12.66% patients the cost of investigations was moderate .As
ply of medicines was free of cost so all the patients (100%) were satisfied by the free supply of
regarding cost of registration, investigation and medicine for males was 1.04 ±
0.269 and overall mean response was1.08 ± 0.221. this
4
3
2
1
Sr No

11. International Journal of Management (IJM), ISSN 0976
Volume 6, Issue 2, February (2015), pp.
Male= 76 Female = 74 Total Sample size 150
In the description of table no 7, the researcher included four aspects i.e.
services, Clinical Care, Waiting Time and Cost of Services.
0.221, female mean response was 1.14
shows that females were more unsatisfied
DISCUSSION
The success or failure of any hospital is largely dependent on the satisfaction met by the
patients on various services offered. With the various change
health care related environment, patients place more importance on the quality of services offered than
before. In recent days patients emphasize not only the
boffered in the hospitals.
Patient Satisfaction in Outdoor Department of services provided by Hospital based Upon
Variable
Male
Sr No Mean
Std.
Deviation
Std.
Error
Mean
1
Availability
of
services
1.12 .231 .023
2
Clinical
Care
1.08 .255 .029
3
Waiting
Time
1.10 .243 .026
4
Cost of
Services
1.04 .157 .018
Overall 1.09 .221 .024
0.00
1.00
2.00
3.00
4.00
5.00
6.00
Mean
Std.Deviation
Std.ErrorMean
t-Value
Male
International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976
Volume 6, Issue 2, February (2015), pp. 61-73 © IAEME
71
Male= 76 Female = 74 Total Sample size 150
In the description of table no 7, the researcher included four aspects i.e.
ng Time and Cost of Services. The mean response for male was 1.09
0.221, female mean response was 1.14 ± 0.310 and overall mean response was 1.12
re unsatisfied by outdoor department services.
The success or failure of any hospital is largely dependent on the satisfaction met by the
patients on various services offered. With the various changes and developments that take place in
h care related environment, patients place more importance on the quality of services offered than
before. In recent days patients emphasize not only the environment in the hospital but also services
Table No 7:
Patient Satisfaction in Outdoor Department of services provided by Hospital based Upon
Female Overall
Std.
Error
Mean
t-
Value
Mean
Std.
Deviation
Std.
Error
Mean
t-
Value
Mean
.023 0.979 1.19 .332 .039 1.189 1.16
.029 1.084 1.12 .317 .037 1.119 1.10
.026 1.032 1.15 .324 .038 1.154 1.13
.018 0.711 1.11 .269 .031 0.775 1.08
.024 0.951 1.14 .310 .036 1.059 1.12
Mean
Std.Deviation
Std.ErrorMean
t-Value
Mean
Std.Deviation
Std.ErrorMean
tValue
Female Overall
5 Male= 76 Female = 74
Total Sample size 150
5 Overall
4 Cost of Services
3 Waiting Time
2 Clinical Care
1 Availability of services
6502(Print), ISSN 0976 - 6510(Online),
In the description of table no 7, the researcher included four aspects i.e. Availability of
The mean response for male was 1.09 ±
mean response was 1.12 ± 0.269. This
The success or failure of any hospital is largely dependent on the satisfaction met by the
and developments that take place in
h care related environment, patients place more importance on the quality of services offered than
environment in the hospital but also services
Patient Satisfaction in Outdoor Department of services provided by Hospital based Upon Sex
Overall
Mean
Std.
Deviation
Std.
Error
Mean
t
Value
1.16 .280 .023 1.155
1.10 .290 .024 1.101
1.13 .285 .023 1.128
1.08 .221 .018 0.742
1.12 .269 .022 1.032
5 Male= 76 Female = 74
Total Sample size 150
4 Cost of Services
1 Availability of services

12. International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976 - 6510(Online),
Volume 6, Issue 2, February (2015), pp. 61-73 © IAEME
72
Dr.SK Jawahar [3], in his study on out patient satisfaction at a super speciality hospital in India,
had reported that, as much as 50% of patients were satisfied with regard to cleanliness of the hospital.
Bashaier Fathi Tawfeq Al Sharif [4] in his thesis on patients satisfaction with hospital services
at Nablus district, West Bank, Palestine, observed that 36.7% of cases were from internal medicine
department which is similar to the present study.
In another study by Prasanna K.S. et al[5] on consumer satisfaction about hospital services; a
study from the outpatient department of a private medical college hospital at Mangalore, it was shown
that patients were fully satisfied in respect to seating arrangement, cleanliness in the OPD and OPD
timing, which was almost similar to our study .
Acharya & Acharya [6] conducted a study in which explanation of the disease by the doctor
was satisfactory in about 91% of patients.
The findings of the study by Hassan Sloeimanpour et al [7],on emergency department patients
satisfaction survey in Imam Reza Hospital, Tabriz , Iran revealed that the satisfaction level of patients
in regard to the information given by the care provider about medication was very good in 49.4% of
patients.
In a study by Acharya and Acharya [6] 82.8% of the respondents showed that the approach of
the doctor is personal; 93.2% of subjects were satisfied with the examination by the doctor and it was
simple and easy to understand in 60% of the cases.
Aleena Tasneem et al [8], in their study on patients satisfaction: A comparative study at
teaching versus DHQ level hospital in Lahore, Pakistan, noted that location of the hospital was
convenient in 38% of patients for teaching hospital and 42% of patients for DHQ level hospital ;while
80% of patients in teaching and 95% in DHQ level hospital were satisfied with the time waited by
them to be seen by doctor.
CONCLUSION
Patients’ satisfaction is a combination of psychological, physiological and other health care
related factor that make a patient to feel happy. Patients satisfaction has been considered as a state
where patients express their feelings, prepares to attend for the same hospital more number of times,
accept the services and promote the image and goodwill of the hospital more happily.
Our study revealed that overall patient satisfaction was good regarding the quality of health
care services. In few cases, patients in gynaecology & obstetrics department, were not satisfied with
waiting time, cleanliness & approach by the doctor.
RECOMMENDATIONS
1. In some departments Doctor: Patient ratio is less .More specialists should be appointed in the
concerned departments.
2. The cleanliness in some of the departments should be taken care of.
3. The time taken for some of the investigation can be decreased.
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Volume 6, Issue 2, February (2015), pp. 61-73 © IAEME
73
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