International Research Journal of Public and Environmental Health
Vol.4 (10),pp. 270-276, November 2017
Available online at https://www.journalissues.org/IRJPEH/
Article 17/ID/JPRH037/ 07 pages
Author(s) retain the copyright of this article. Author(s) agree that this article remain permanently open access under the terms of the Creative Commons Attribution License 4.0 International License.
Original Research Article
A case study on measuring patients’ perception of quality of health service at Kirnetar Health Centre, Dhulikhel Hospital by a patient satisfaction survey
Bibush Amatya1*, Soniya Koirala1 Kelsey Schmidt2 and Lilian Hung2
1Department of Dermatology and Venereology, Institute of Medicine, Tribhuvan University Teaching Hospital, Nepal.
2University of Wisconsin, United States of America.
*Corresponding Author E-mail: doc_bibush(at)hotmail.com
Quality of care in health service can be measured by a patient satisfaction survey. The results of the survey can serve as a baseline for further quality improvement interventions. This case study was conducted at an outreach clinic of Dhulikhel Hospital, Kirnetar Health Centre to measure patient satisfaction in the survey, to plan interventions based on the results of the survey and to replicate the model in all the outreaches of Dhulikhel Hospital. A questionnaire was created after focused group discussions with the staff of the outreach clinic and after interviews with patients. The questionnaire was then administered to the participants by high school students from a nearby school. There were a total of 25 participants. A majority of the participants were satisfied with the care they received. However, satisfaction levels were low on waiting time and the way financial conditions of the patients were not considered by the hospital staff. Interventions were put in place to decrease the waiting time and to streamline the flow of patients in the clinic. The overall satisfaction rates at the outreach clinic were high. Similar studies along with required interventions are recommended in all the outreaches of Dhulikhel Hospital.
Key words: Kirnetar Health Centre, patient satisfaction, quality improvement