Abstract:
Background: There are various problems faced by the patients in the outpatient
department like overcrowding, delay in consultation, lack of proper guidance etc. that
leads to patient dissatisfactions. Now adays the patients are looking for hassle free and
quick services in this fast growing world. This is only possible with optimum utility of
resources through multitasking in a single window system in the OPD for better
services. Patient satisfaction affects clinical outcomes, patient retention and medical
malpractice claims .It affects the timely, efficient and patient centered delivery of quality
health care. Thus patient satisfaction is proxy but very effective indicators to measure
the success of health outcome and plays a key role in improving the health service
quality.
Objective:-To improve the level of patient satisfaction from 48.1% to 90% in
outpatient department in Dangila primary hospital at the end of December, 2016 G.C
Methods: - A pre-post intervention study was conducted from April to December,
2016. A quantitative method was used in collecting data for this study. A total of 608
respondents were selected by a systematic random sampling for the study. Structured
questionnaire have been used to collect the data in the hospital. EPI DATA version 3.1
for data entry and SPSS version 20 for data analysis were used.
Result: The Study revealed that satisfaction with the courtesy and respect of doctors
and satisfaction with the measures taken to assure confidentiality about their problem
were the associated factors for patient satisfaction. The overall level of patient
satisfaction were 146(48.1%) and 285(93.8%) in pre and intervention study,
respectively.
CONCLUSION
The findings of this capstone project suggest a number of implications. A simple set of
intervention can significantly improve the accessibility of better health care as well as
bringing client satisfaction. Generally this study revealed that the level of out patient
satisfaction was low but it has significantly increased after intervention.