PATIENT SATISFACTION STUDY IN OUTPATIENT SETTING IN TERTIARY ACADEMIC HOSPITAL PATIENT SATISFACTION IN OUTPATIENT CLINICS
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Keywords
patient satisfaction, Communication, quality of care, outpatient, waiting time
Abstract
Purpose: To analyze and assess of satisfaction to the quality and performance of services provided in the outpatients Clinics of Tertiary Academic Care Hospital, and explore what is the factors affecting on it.
Methods: In a cross-sectional study at university hospitals in the Qassim region of Saudi Arabia, 476 outpatient online surveys were completed. The main content of the study was the basic characteristics of the patients. Statistical description, to identify influencing factors, chi-square analysis was utilized.
Results: The survey found that total outpatient satisfaction was 76.69±25.17, and the higher satisfaction factor scores were hospital facilities, Attitude and corporation of pharmacy staffs, language and communication of the physician, and registration process. The factors with lower scores were ease of finding OPD clinic, ease to find outpatients location, availability of prescribed medication.
Conclusion: For the continuation of the outpatient service process, patients with various educational levels, marital status, and first-time hospital visitors may receive special attention when receiving outpatient care.
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Mohammed Abaalkhayl
Department of Surgery, Unaizah College of Medicine and Medical Sciences, Qassim University, Unaizah, Kingdom of Saudi Arabia. P.O. Box 6688 Mlida, Al Qassim, Buraidah, 51411 Kingdom of Saudi Arabia (KSA)
Mr. Hani Al-Najjar
Nursing Quality, Nursing Department, Qassim University Medical City, Buraydah, Qassim, Kingdom of Saudi Arabia.
Nader Abukraym
Statistic and Decision Support unit, Qassim University Medical City, Buraydah, Qassim, Kingdom of Saudi Arabia.