Outpatient Clinic Satisfaction Survey: Tertiary Center Experience

Year 2023, Volume: 13 Issue: 3, 287 - 293, 30.12.2023

Müjde Canday , Aslıhan Yurtkal

Abstract

Aim: Patient satisfaction surveys stand as one of the most effective methods for assessing the quality of healthcare services, aimed at gathering feedback from patient opinions and recognizing the service provider’s pivotal role. This study aims to measure the satisfaction of the patients receiving outpatient services in a tertiary center with the quality of these services and to prepare an infrastructure that can create policies that can respond to the needs and wishes of the people as a hospital.
Material and Method: This study was conducted on 780 outpatients who applied obstetrics and gynecology services at Kafkas University Medical Faculty Training and Research Hospital, a tertiary public hospital, between November 2021 and February 2022.” The questionnaire consisted of two parts, asking 15 questions about the service they received from the institution and six questions about their sociodemographic characteristics.
Results: The highest Yes rate was 96.4% (752 people) as “The doctor who examined me was interested”. The highest No rate was 31.0% (242 people) with the expression “I was informed about the waiting times in the hospital”. While the lowest yes rate was 51.5% (402 people), the statement “The hospital was clean in general”, the lowest no rate was again the statement “The doctor who examined me was interested”. 87.1% of the participants (679 people) stated that the waiting time for registration was long, 52.7% said it was difficult to reach the hospital, and 88.8% (693 people) said they would recommend the hospital to their friends and family. Patients reported that they were generally satisfied with the services provided.
Conclusion: Similar to every sector, the pursuit of quality in delivering healthcare services is a prevalent goal in today’s healthcare sector. Patient satisfaction surveys are essential in terms of measuring these services.

Keywords

healthcare management, health services, gynecology and obstetrics clinic, outpatient services; patient satisfaction; university hospital

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