PATIENTS EXPERIENCES AND SATISFACTION FROM SURGICAL OUT PATIENT DEPARTMENT OF A TERTIARY CARE TEACHING HOSPITAL

Objective: To find out patients experiences and satisfaction from the Surgical Out Patient Department (OPD) of Civil Hospital, Karachi. Methodology: This cross-sectional study was done in surgical OPD of Civil Hospital, Karachi from January to March 2008. Patients were asked questions regarding general condition of the OPD, administrative procedure, waiting time, consultation time, doctors attitude and ethical behaviour, their professionalism, overall satisfaction, future reutilization and recommendation to others apart some demographic information. Results: Total 490 patients were interviewed after taking verbal consent. More than three fourth of the patients agreed with good atmosphere (administrative procedure, receptionist attitude, waiting room) of the OPD department, but only 64(13.1%) said that inside the hospital the surgical OPD sign was clearly visible. Mean waiting time was 47.47+/-15.29 minutes (Range: 15-150). Three hundred one(61.4%) patients were examined and treatment advised by Residents only while 189(38.6) patients received treatment by Consultants. Mean consultation time was 6.03+/-3.34 minutes (2 - 20) and 246 (50.2%) patients said that consultation time was adequate. From only 287 (58.6%) patients consent was taken before examination but patients privacy was maintained while examining 306 (62.4%) patients. Sixty five (13.2%) patients experienced subsequent visit problem with other units. Four hundred seventy three (96.5) patients said they will utilize the OPD in future and 461 (94.1%) said they will recommend it to other. Conclusion: Overall patient's experiences and satisfaction from Surgical OPD were fair to good. We have highlighted number of areas in which improvement can be made to increase the quality of care and patient satisfaction.