Satisfaction of patients attending a rural hospital of Darjeeling district in West Bengal, India

Abstract

Background: Patient satisfaction is a means of measuring the effectiveness of health care delivery. This serves as a means of improvement among health care providers to give an acceptable level of patient satisfaction. Aims and Objectives: To assess the level of satisfaction and reasons of dissatisfaction among patients regarding health care services in a rural hospital of Darjeeling District, West Bengal.Methods: A cross-sectional survey was done on 110 patients with the help of PSQ-18 questionnaire. The samples were drawn by systematic random sampling            .Results: The overall mean satisfaction score was 3.57 and S.D. ±0.69. The mean score was highest in general satisfaction domain which was found to be 3.76 with S.D ± 1.08 and lowest in time spent with doctor where mean score was 2.92 and S.D. ±1.07. 69.3% of the patients were satisfied with the services offered by the hospital. The time spent by the doctor with the patient was less and this was the major reason of dissatisfaction.Conclusions: More than half of the patients were satisfied with the services provided by the hospital. The findings of the study can facilitate the development of targeted, objectively prioritized programs for the improvement and advancement of health care delivery systems.