A cross-sectional study on patient satisfaction in an Urban Health Care Centre of Siliguri Municipal Corporation, Darjeeling, West Bengal

Abstract

Background: Patient satisfaction can be explored which may draw attention of the health care providers, administrators, and health policy makers, in order to monitor the performance, determine patients' needs, plan the development of services, and provide evidence to support the applications for financial support and expenditure. Aims and Objectives: To assess the level of satisfaction of patients regarding the different aspects of health care in an Urban Health Care Centre of Siliguri Municipal Corporation, Darjeeling, West Bengal and to identify the reasons of dissatisfaction among patients in that urban health care center. Materials and Methods: A cross-sectional survey on 102 patients with a Patient Satisfaction Questionnaire-18 was done. Systematic random sampling was adopted to draw samples. Results: Overall satisfaction was 73.1% with a mean value of 3.655. Highest satisfaction was in general satisfaction, and the lowest was in time spent with doctors Conclusion: Mean score and percentage of the patient satisfaction was high in that Urban Health Centre. Only matter of concern was time spent with the doctor. Doctor's time, lack of facility and poor quality of services were the major reasons for dissatisfaction among a few dissatisfied patients.