An Overview of Factors Influencing Psychiatric Out-Patient Satisfaction at a Tertiary Care Hospital in Pakistan

Abstract

Objectives Patient satisfaction is now becoming the assessment criterion for the quality of health care services provided to patients with mental health issues; therefore, this study aimed to quantify patient satisfaction in the psychiatric outpatient department of Jinnah Hospital, Lahore, Pakistan, and assess the effects of socio-demographic factors and cultural and ethical beliefs on patient satisfaction. Methods This is a cross-sectional, observational study with a sample size of 386 patients, using a simple random sampling technique. Patients older than 14 years were included in this study. A questionnaire comprising demographics and cultural and ethical beliefs using the Cultural Attitudes toward Healthcare and Mental Illness Questionnaire, and satisfaction rates using the Psychiatric Out-Patient Experience Questionnaire (POPEQ), was designed for the research project. Results The mean age ± SD was 31.2 ± 12.2 years. The POPEQ demonstrated a mean satisfaction score of 3.11 ± 0.90. The majority of the population considered stress (54.4%), family issues (33.4%), and medical illness (33.4%) as the cause of their mental illness. In comparison, the preferable type of treatment for most patients was medication (75.1%) and counseling (36.0%). Among socio-demographic characteristics, education was inversely related to satisfaction (p<0.01). The patients who believed medications to be their preferred treatment for their mental illness were most satisfied (p < 0.01). Conclusion This study demonstrates high overall satisfaction rates with psychiatric outpatient services. However, no significant association between sociodemographic characteristics and satisfaction levels was established except for the education status of the patients and their preferred method of treatment. The study did not reveal any influence of cultural beliefs on the degree of satisfaction of patients.