DOI: http://dx.doi.org/10.18203/2394-6040.ijcmph20210832

Patient satisfaction and waiting times in the primary health centres of South Chennai

Vishnu Vardhan Yenuganti, Srinivas Rao D., Sasi Kumar P. J., Narendranath R.

Abstract


Background: Patient satisfaction and the out-patient waiting time denotes the extent to which general health care needs of the patients are met to their requirements. This study assesses the quality of health care delivery in three primary health care centres in south Chennai. The main aim was to assess the levels of patient satisfaction and its relation to various components and the waiting time among the patients visiting the primary health centres in south Chennai.

Methods: This is a cross sectional study conducted in three primary health centres in the rural part of south Chennai. This study is conducted by face to face interview method using a structured questionnaire on 120 random patients visiting the OPDs of these health centres. The questionnaire included timing pattern associated with the patients visit in the health centre. The collected data is analysed using Chi-square test and is conducted to assess the relationship between different categorical variables.

Results: Most of the respondents (66.6%) were highly satisfied with the service provided, treatment and physician care, facilities inside the hospital, and the care of paramedical staff. Hospital cleanliness and Physician care were found to be significant in terms of overall satisfaction, and large number of patients visiting the centre was the most quoted reason for long waiting times with a mean of 45.2 minutes.

Conclusions: The longer waiting times can be effectively reduced by employing more doctors and paramedical staff wherever it is required. A proper feedback system by assessing the satisfaction and waiting time is needed in any tertiary health centre to improve the health care delivery.


Keywords


Patient satisfaction, Primary health centres, Quality of health care, Waiting time

Full Text:

PDF

References


Sharma A, Kasar PK, Sharma R. Patient satisfaction about hospital services: a study from the outpatient department of tertiary care hospital, jabalpur, madhya pradesh, india. National J Community Med. 2014;5(2):199-203.

Oche MO, Adamu H. Determinants of patient waiting time in the general outpatient department of a tertiary health institution in north Western Nigeria. Annals Med Health Sci Res. 2013;3(4):588-92.

Sundresh N, Nagmothe RV. A study of determinant of long waiting period in outpatient department and recommendation on reducing waiting time in superspeciality hospital. JMSCR. 2017;5:12.

Patel R, Patel HR. A study on waiting time and out-patient satisfaction at Gujarat medical education research society hospital, Valsad, Gujarat, India. Int J Community Med Public Health. 2017;4(3):857-63.

Berg JS, Dischler J, Wagner DJ, Raia JJ, Shevlin PN. Medication compliance: a healthcare problem. Annals harmacotherapy. 1993;27(9):98-102.

Dawn AG, Lee PP, Stone HT, Gable W. Development of a patient satisfaction survey for outpatient care: a brief report. J Medical Practice Management. 2003;19(3):166-9.

Jadhav SB, Lokhande GS, Naik JD, Rajderkar SS, Suryavanshi SP, Bhoye KR. Measuring patient satisfaction towards quality of outpatient care: a part of Health Systems Research. Int J Recent Trends Sci Technol. 2011;1(3):96-103.

Prasanna KS, Bashith MA, Sucharitha S. Consumer satisfaction about hospital services: A study from the outpatient department of a private medical college hospital at Mangalore. Indian J Community Medicine. 2009;34(2):156.

Director General of Health Service. Standards for district hospitals. Development of health care quality assurance project. 1997:9-15.

Virmani V, Bansal AK, Pandit DP, Howale DS. Waiting time analysis at outpatient department at GMERS Medical College Hospital, Valsad. Int J Scientific Res. 2014;3(2):280-2.

Nandkeshav AR, Kalpana KM, Mangesh RP, Akanksha J, Balaji BS. Patients waiting time and their satisfaction of health care services provided at outpatient department of Government Medical College, Nanded (Maharashtra, India). Int J Health Sci Res. 2014;4(4):21-7.