Impact of Outpatient Quality Services on Patient Satisfaction

Paras Azam, A. Akhlaq, Mahwish Mumtaz Niazi, Sadaf Nawaz
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Abstract

Abstract: Background: The success and survival of any healthcare organization depends on the patient’s satisfaction and quality. Patient satisfaction plays a vital role in the performance of care. Objective: To identify the factors influencing patient satisfaction with outpatient quality services in public and private hospitals. Materials and Methods: The study was conducted on outpatient patients from different public and private hospital settings in Karachi, Pakistan. Data was collected through virtual tools such as Google Docs, asking about their experience of outdoor patients (OPD) in public or private hospitals. Using a non-probability, convenience sampling technique, a 5% margin of error and a confidence interval of 95%, the sample size was calculated as 377 participants rounded off to 400. Respondents were divided into males and females who visited any specialty department or general OPD. A self-administered questionnaire was designed to gather data, and a digital tool such as Google Docs was used to reach a wider audience. The reliability of the pre-validated tools has been assessed through Cronbach’s alpha. The Cronbach alpha for outpatient quality services is 0.717, and patients’ satisfaction is 0.98. The data were analyzed using the SPSS 25V by IBM Corporation. Result: Most respondents were from the age group (26-35 years), making up 42% of the entire population. Data gathered showed private hospitals preference over public hospitals and satisfaction as well. All the quality service variables identified in the study had a direct relationship with patient satisfaction except waiting time, which had a negative relationship. Regression Analysis showed a positive impact on the availability of services; thus 1% increase in service will lead to a 0.484% change in patient satisfaction. A negative relationship was also witnessed with a 1% increase in waiting time patient satisfaction is down by 0.119%. Conclusion: The level of satisfaction in public hospitals was not quite adequate, and the services were correspondingly rated as exceptional. The findings suggest that focusing on the nature of physician-related services, waiting for test results, and waiting for appointments are the most important factors impacting patient satisfaction in the outpatient division.
门诊优质服务对患者满意度的影响
摘要: 背景:任何医疗机构的成功和生存都取决于患者的满意度和质量。患者满意度在医疗服务中起着至关重要的作用。研究目的确定影响患者对公立和私立医院门诊优质服务满意度的因素。材料和方法:研究对象为巴基斯坦卡拉奇不同公立和私立医院的门诊病人。通过谷歌文档等虚拟工具收集数据,询问他们在公立或私立医院门诊就医的经历。采用非概率、便利抽样技术,误差率为 5%,置信区间为 95%,计算出样本量为 377 人,四舍五入为 400 人。受访者分为男性和女性,他们都曾在任何专科部门或普通门诊部就诊。我们设计了一份自填式问卷来收集数据,并使用了谷歌文档等数字工具来扩大受众范围。通过 Cronbach's alpha 评估了预验证工具的可靠性。门诊优质服务的 Cronbach α 为 0.717,患者满意度为 0.98。数据使用 IBM 公司的 SPSS 25V 进行分析。结果大多数受访者来自 26-35 岁年龄组,占总人口的 42%。收集到的数据显示,私立医院比公立医院更受欢迎,满意度也更高。研究中确定的所有优质服务变量都与患者满意度有直接关系,只有等待时间与患者满意度呈负相关。回归分析表明,服务的可获得性对患者满意度有积极影响;因此,服务增加 1%,患者满意度就会增加 0.484%。而等候时间每增加 1%,患者满意度就会下降 0.119%,两者呈负相关。结论公立医院的满意度并不高,服务也相应地被评为特殊。研究结果表明,关注医生相关服务的性质、等待检查结果和等待预约是影响门诊部患者满意度的最重要因素。
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