PATIENT’S SATISFACTION REGARDING GOVERNMENT HEALTH FACILITIES IN MUZAFFARABAD DISTRICT, AZAD JAMMU & KASHMIR

BACKGROUND: The satisfaction of patients regarding health care services is an important tool for the assessment of quality of health care facilities. Vast number of studies has been conducted in developed countries for the purpose of improving healthcare delivery as well as doctor-patient relationships. However, in developing countries such as Pakistan and particularly in the State of Azad Jammu and Kashmir, the concept of patient satisfaction is still neglected. Feedback of patient is mandatory not only for ensuring quality health care services but also for the endorsement of patients who are well aware of their rights and needs. OBJECTIVES: This study was carried out to assess the status of patients’ satisfaction attending public sector health care facilities in district Muzaffarabad. METHODOLOGY: A cross-sectional study was conducted among 194 patients from two public sector tertiary care hospitals. Using convenient sampling technique, patients were interviewed in wards and the OPDs. After getting informed consent, interviews were carried out using a closed-ended questionnaire. RESULTS: Maximum number of patients (37%) was in the age group between 18 and 25 years. About 71% were females. Percentage of illiterate patients and patients with education less than matric was 29% each. About the cleanliness of waiting area, 43.8% patients were unsatisfied. 54% patients disagreed on waiting areas having enough sitting arrangement. Percentage of patients not satisfied with registration services was 44%. Majority of patients (66%) was satisfied with examination of doctors. Laboratory services were not adequate according to 40% of the patients. 51% patients found OPD timings inconvenient. Drugs available at pharmacy were inadequate according to 51% of the patients. Overall 47% patients were satisfied and 54% showed un-satisfaction regarding tertiary care health services in district Muzaffarabad. CONCLUSION: The study shows un-satisfaction of patients towards cleanliness and adequate sitting arrangement, pharmacy services, registration services and OPD timings and emphasizes a need for improvement in these areas of hospitals. KEYWORDS: Patient satisfaction, tertiary care hospitals, Muzaffarabad, AJ&K.