EC Clinical and Medical Case Reports

Abstract

Background: A patient satisfaction survey is a tool for monitoring a hospital’s quality of care in terms of clinical services provided, medicine availability, doctor behavior, other health professions, staff, cost of services, hospital infrastructure, physical comfort, emotional support and respect for patient preferences.

Objective: The purpose of this study was to determine the level of patient satisfaction and identify factors associated with Outpatient Department services at Khmer Soviet Friendship Hospital. Methodology: From October 2nd to December 28th, 2017, a cross-sectional survey was carried out. Using the Systematic Random Sampling method, 400 people were chosen from the Outpatient Department of Khmer Soviet Friendship Hospital. A structured questionnaire was used to conduct face-to-face interviews. To test for associations at the 5% level of significance, the frequency distribution, percentages and Chi-square test were calculated for selected variables.

Result: The survey included 400 respondents (72% of whom were females and 28% of whom were males). One-third (28%) of respondents were between the ages of 18 and 30, 54% were between the ages of 31 and 50 and 18% were between the ages of 51 and 65. Overall, patient satisfaction was high, with more than 90% of respondents satisfied with physical facility (consultation rooms and seats), medical expense (consultation fee), pharmacy wait time, staff courtesy and quality of care (time spent, physical examination performed by doctors). Patients were less satisfied with hospital information (flow of direction (60.25%), service provision at front desk customer service (72.25%), cleanliness of toilets (68.14%), waiting time for payment (70.25%), laboratory service (72.52%) and registration (73.75%). The level of patient satisfaction was significantly related to respondents’ gender, age groups, education, occupation, income, residence, number of visits and financial support.

Conclusion: Finally, overall patient satisfaction was high and it was significantly related to respondents’ gender, age groups, education, occupation, income, residence, number of visits and financial support. To maintain and improve the high level of patient satisfaction and to accommodate all types of patients, there is a need to improve toilet cleanliness, hospital information, wait time reduction, staff politeness and the availability of essential drugs.

Keyword: Satisfaction; Outpatient Department; Hospital Service

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