1.Factors affecting the level of patient satisfaction in the out-patient department of Cagayan Valley Medical Center
The Filipino Family Physician 2019;57(2):133-138
Background:
Patient satisfaction is one of the essential components of quality healthcare. Patient satisfaction surveys have gained increasing attention as essential sources for identifying gaps and developing an action plan for quality improvement in healthcare organizations.
Objective:
To determine the factors affecting the level of patient satisfaction in the Outpatient Department of Cagayan Valley Medical Center.
Methods:
Descriptive correlational research design, 400 respondents were included. Instrument used was a validated questionnaire. Data were entered and analyzed through SPSS v. 22.0. Means, standard deviations, frequency counts, percentages, and Pearson r were used.
Results and Discussion:
The mean age of the respondents is 38.27 (±15.04). Majority are females. Most come from the Province of Cagayan; Majority are unemployed and were high school graduates. Department of Internal Medicine registered the highest number. Majority visited the OPD for about 1-3 times. Five out of six under Registration Process were good, except for waiting time at the clinic with poor evaluation. Nursing Care, Physician Care, and The Doctor’s Attitude towards You indicators were very good. Testing Services were good. Information was assessed as satisfied in 2 out 3 indicators and very satisfied in one indicator. For the overall satisfaction, the respondents were satisfied of the outpatient service. Age was positively correlated to Nursing Care, Physician Care, The Doctors Attitude towards You, and Overall Satisfaction. The frequency of OPD visit was found out to be positively correlated to Nursing Care, Physician Care, Doctors Attitude towards You, and Overall Satisfaction. However, the frequency of OPD visit was negatively correlated to the registration process.
Conclusion
The Satisfaction with Out-Patient Service survey tool comprehensively covered the registration process up to end of consultation in the Out-Patient Department. It is a powerful tool that could be used by the hospital management in improving its services.
Patient Satisfaction
;
Nursing Care
Result Analysis
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