ASSESSMENT OF PATIENT SATISFACTION LEVELS ON HOSPITAL SERVICES AMONG IN AND OUT PATIENTS IN A TERTIARY CARE SETTINGS –A PROSPECTIVE STUDY

Background: Patient satisfaction defined as degree of congruency between a patient's expectations of ideal care and his/her perception of the real care they receive. Representing a essential marker for quality of healthcare delivery and an accepted factor which needs to be studied repeatedly for smooth functioning of health care systems . Aim &Objectives: The aim of the study was to access the patient satisfaction levels for the services offered in a tertiary health care setup among both in patient and out patient .The study was conducted by discussing 12 structured questionnaires amongst 243 patients to find out factors which satisfy them and assist in finding solutions to upgrade the quality of services provided . Methods: It is a Hospital based, Prospective, Cross-sectional and Observational study with sample sizes of (N = 243 ) and both in and out patients are considered into study. The patients were interviewed and data was collected and analysed in figures , tables and percentages. The questions were related to demographic and overall service process in both out patients and in patients. Results: The study reveals that Out of 243 patients considered for the study majority of them were males from rural background of the age group 40-49 years i.e., 103(42.38%).Of them i.e 110 (45.26% ) were overall satisfied with the services they received . With 121 (49.79%) patients satisfied with cleanliness of the hospital , 42% of them rated doctor _ patient relationship as excellent ,55.14% of them were satisfied with behaviour of physician and 41(16.8 %) of them dissatisfied with the pharmacists . Conclusion: This study concluded The patients were highly satisfied with their doctors and we're ready to revisit the hospital .it recommended that further studies should be conducted to assess patient satisfaction in the primary and secondary health facilities and efforts should be made to get regular feedback from the patients .The majority satisfies were with respect to cleanliness and with conduct of physician , whilst the minor dissatisfies with respect to the pharmacists . Keywords: Structured questionnaires, Prospective, Cross-sectional, Observational studies, Patient satisfaction