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INTERNATIONAL JOURNAL OF PHARMACEUTICAL RESEARCH

A Step Towards Excellence

IJPR included in UGC-Approved List of Journals - Ref. No. is SL. No. 4812 & J. No. 63703

Published by : Advanced Scientific Research
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0975-2366
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IJPR 9[3] July - September 2017 Special Issue

July - September 9[3] 2017

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Measurement of patient satisfaction as a quality indicator of services of consultancy clinics in Al- Yarmook Teaching Hospital, Baghdad.

Author: HADI SUHAIL, SAMI MOHAMMED AHMED, YAHIYA IBRAHIM YAHIYA, YASMEEN ALI HUSSIEN
Abstract: Background: Quiet fulfillment is a significant methods for estimating the adequacy of human services conveyance and nature of clinical consideration. It signifies the degree to which general human services needs of the patient are met to their prerequisites. The most significant motivation to direct patient fulfillment reviews is that they give the capacity to recognize and resolve potential issues before they become genuine. This examination was intended to evaluate the patient fulfillment in regards to the administrations gave in outpatient divisions in Al-Yarmook Teaching Hospital. Aim of study: To assess degree of patients satisfaction with the services provided at consultancy outpatients departments (medical, surgical , ENT , Dermatology and accommodation) in Al- Yarmook Teaching Hospital. Method: A cross-sectional study was performed on 264 patients who were randomly selected from people who experienced public outpatient healthcare services in in Al- Yarmook Teaching Hospital in five sections ( dermatology ,ENT, medical , surgical , opticology ) for the period between the 9th of Dec. 2018 and 14th of March 2019. Basic sociodemographic data (age, sex, marital status, education and insurance type) were recorded for all patients. In addition, a satisfaction level assessment questionnaire was completed for each patient. By 24-item questionnaire assessed the level of patient satisfaction in five domains (numbering and waiting time, accessibility of the clinic, physical environment, welfare facilities, staff’s behavior, and physician services). The physician services were assessed in detail in three domains (behavior toward and respect of the patient, examination skills and offering guidelines to patients regarding laboratory and radiologic findings and future follow-up . Results: Overall, 253 patients (96%) were satisfied with clinic health care services. The satisfaction level in numbering and waiting time, accessibility of the clinic, physical environment, welfare facilities, behavior of the staff and physician services were 78.2%, 80.6%, 89.1%, 91.2% and 93.6%, respectively (p<0.001). In various domains of physician services, such as behavior toward and respect of the patient, examination skills and offering guidelines to patients regarding laboratory and radiological findings and future follow-up , the satisfaction levels of the patients were 91.2%, 90.6% and 83.6%, respectively (p=0.003). Conclusion: Findings showed that most patients were rather satisfied with consultancy clinic health services. However, it is necessary to devise plans to reduce the waiting time of the patients and train physicians to offer guidelines to patients.
Keyword: Patient satisfaction, consultancy Clinic, outpatient services .
DOI: https://doi.org/10.31838/ijpr/2020.12.03.146
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0.12
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