A case study on measuring patients’ perception of quality of health service at Kirnetar Health Centre, Dhulikhel Hospital by a patient satisfaction survey

Abstract

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.

Keywords: Kirnetar Health Centre, patient satisfaction, quality improvement