Patient satisfaction with hospital services in COVID-19 era: A cross-sectional study from outpatient department of a tertiary care hospital in Jammu, UT of J&K, India.
Journal of family medicine and primary care(2022)
Abstract
Background:In the coronavirus disease (COVID-19) era, healthcare delivery toward patient-centered orientation has gone a paradigm shift. High levels of adherence to treatment and recommended prevention are usually the outcome of perceived patient satisfaction.
Aims:The present study aimed to assess patient satisfaction levels in the COVID-19 era and explore its determinants.
Settings and Design:A cross-sectional study from outpatient department of a tertiary care hospital in Jammu, UT of J&K, India.
Materials and Methods:The present cross-sectional study was carried out in outpatient department of a tertiary care hospital in the Jammu district. A total of 220 patients were interviewed using consecutive sampling. The tool used to assess patient satisfaction was the patient satisfaction questionnaire-18 (PSQ-18).
Statistical Analysis:Data were analyzed using Statistical Package for Social Sciences (SPSS) version 20.0. Tests of significance used were ANOVA and t-test.
Results:The overall mean satisfaction score was found to be 2.91 ± 0.17 and it was highest in the communication domain (3.12 ± 1.50), whereas it was lowest in the accessibility and convenience domain (2.73 ± 1.17). Except for religion, which was found to be statistically significant (P < 0.05) with overall mean satisfaction score, other sociodemographic variables (occupation, marital status, and monthly family income) were found to be statistically insignificant (P > 0.05).
Conclusions:Out of the seven subscales of patient satisfaction, results revealed high scores for communication and financial aspects. Only religion as a demographic variable was found to be significantly associated with patient satisfaction scores. There is a need to improvise the healthcare services in this COVID-19 era in such a manner so that we can contribute to better patient trust leading to a positive influence on health outcomes.
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Key words
COVID-19,healthcare delivery,healthcare institution,patient satisfaction
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