The Measurement of Outpatient Satisfaction in a Training and Research Hospital

Year 2023, Volume: 26 Issue: 2, 62 - 69, 12.07.2023

Hatice Sayılan Ali Arslanoğlu Mehmet Kaan Kırali

Abstract

Introduction: One of the important goals of quality in healthcare service is to ensure patient satisfaction. The objective of this study is to assess the satisfaction levels of patients receiving treatment at the outpatient clinics of a training and research hospital.

Patients and Methods: The study was conducted in a cross-sectional and descriptive design. The survey method, comprising questions determined by the researchers through a comprehensive review of the literature, was employed. The reliability of the survey items was assessed using Cronbach’s alpha. The calculated Cronbach’s alpha value was 0.936, indicating the high reliability of the survey instrument.

Results: In the study, the majority of participants were male, accounting for 52.4% of the total sample. Additionally, a large proportion of participants (51%) were under the age of 40. Regarding educational background, the highest percentage of participants (44.5%) had completed primary education. The level of satisfaction with medical services was high (4.24 ± 0.91), nursing services received a high level of satisfaction (4.13 ± 1.05), laboratory services were also highly rated for satisfaction (4.15 ± 1.05), radiology services were associated with a high level of satisfaction (4.16 ± 1.00), and participants expressed a high level of satisfaction with other services (3.83 ± 1.02). There were no significant differences in patient satisfaction scores based on gender and age. However, a significant difference was observed in patient satisfaction scores based on education status.

Keywords

Patient satisfaction, quality of healthcare, health services, outpatient

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