Last modified: 2014-06-10
Abstract
This descriptive correlational study was conducted on outpatient satisfaction with health care services at outpatient department (OPD) in a specialized public hospital of national Institute of Kidney Diseases & Urology in Dhaka, Bangladesh, with the objectives of to determine the level of outpatient satisfaction and the relationship between patient characteristics (age, gender, education), nurse communication, waiting time and outpatient satisfaction with health care services.
Using a set of self-reported questionnaires consisting of patient characteristics, nurse communication, waiting time, and outpatient satisfaction was used to collect data, a random sample of 124 outpatients who receiving health care service in OPD. Descriptive statistics were used to describe outpatient satisfaction level while the relationships between factors were determined by using Pearson correlation coefficient.
The outpatient had high satisfaction with health care services of five dimensions that the results of (M = 17.41, SD = 2.11) in tangibles, reliability (M = 20.87, SD = 2.49), responsiveness (M = 16.47, SD = 2.24), assurance (M = 18.22, SD = 1.49), and empathy (M = 21.23, SD = 2.61) among the respondents. Regarding the relationship between patient characteristics (age, gender, and education), nurse communication, and waiting time with outpatient satisfaction were significantly associated with outpatient satisfaction with health care services sex (r =.18, P <0.05) and education (r = -.23, P <0.05), nurse communication (r = .546, P < 0.01), waiting time (r = .321, P <0.01).
The findings suggested that the nurse administrators and health care providers must be provided sufficient knowledge that improves quality of care for outpatient satisfaction.