| Patient satisfaction is pertinent for measuring the performance of health-care service delivery, which is a
multidimensional construct that depends on many factors. The main objective of this study was to assess the satisfaction
of patients visiting a tertiary care hospital. In any public sector despite of private or government, public satisfaction is the
major factor that reflects the quality of service of a particular sector. While coming to hospitals which are dealt with
public safety and healthy life measures, patient satisfaction is major tool for assessing the quality of service provided by
the particular health care sector. In this mean, patient satisfaction refers to the result of overall situations faced by the
patient in the hospital. Aims and Objectives: Present study is aimed to assess the patient satisfaction in a tertiary care
hospital especially in surgical department. By this study, the management can be aided for making better interventions for
improving patient care. Materials and Methods: Study was designed to be prospective cross sectional study which was
processed by direct interaction with individual patient who visited the hospital during the study period. Prior to start-up of
the study, a questionnaire was adopted by collected various patient satisfaction questionnaires from various sites online.
A well designed protocol of the study was submitted to Institutional Ethics Committee (IEC) and approval was obtained.
The patient satisfaction was assessed based on four domains, namely registration process and experience before meeting
the doctor, interaction with the doctor, hospital infrastructure, and medicine availability. The responses were captured on
a Likert scale from one to five, and the scores were used to calculate the overall satisfaction. Results and Discussion:
About 117 patients have been distributed and collected with the patient satisfaction questionnaire. It was noted from the
analysis that about more than 80% of the patients were very satisfied by the hospital service, in various parameters like
nurse service and response, doctor’s availability, doctor’s politeness, overall treatment given, explaining of medications,
explaining the patient about surgical procedure and discharge counselling. About 81.19% were very satisfied with nurse
service. Conclusion: It can be reported from the study conducted in RVS Multi-specialty Hospital that more than 75% of
patient population visiting the surgical department of the hospital were very satisfied by the hospital’s service. However,
regular assessment of patient satisfaction should be done in all the departments of the hospital for better interventional
buildup of the health care serviceddd |
