Evaluation of patient satisfaction level in an outpatient department of Senahiya hospital

Abstract

This quantitative study was conducted with the aim to evaluate patient satisfaction level of outpatient health care service at Senahiya Hospital, in terms of accessibility of services, service delivery, and hospital environment. The study population was aged over 14 years, sample size was 100, and data was collected by self-administered questionnaire from 12th to 16th April 2015. Data was collected from patients who used the Hospital’s services during the mentioned period. The result concluded that senahiya hospital patients are satisfied with 85%. Satisfaction for the three main variables of Accessibility of services is 83%, service delivery 93% and hospital environment 76%. Based on the result on patients hospital has to improve waiting time for scan and Echo services are not reasonable. Doctor’s availability for consultation has to improve; ventilation and space area is not enough. Evidence from research proves that satisfaction level of patient are high and I advise that management to approach on weak areas to get maximum satisfaction. And maintain satisfied areas as well. Being good service provider requires repeated research often, which will help improve the quality of the hospital. Key words: Patient satisfaction, Outpatient department, Quality care, Service delivery, Accessibility of service.