A cross-sectional descriptive study on patient satisfaction was conducted in two tertiary hospitals (Dhaka Medical College Hospital and Uttara Adhunik Medical College Hospital) in Dhaka city, from July 2018 to June 2019. Data were collected from 440 samples through interviews using a semi-structured questionnaire.
Methodology of the study
The methodology of the study is summarized on the following table:
| Variables | Descriptions |
|---|---|
| Methodology | Cross-Sectional Descriptive Study |
| Sample Size | 440 |
| Hospitals | 1. Public Hospital: Dhaka Medical College Hospital (DMCH) 2. Private Hospital: Uttara Adhunik Medical College Hospital (UAMCH) |
| Study Time | July 2018 – June 2019 |
| Sampling Method | Convenience Sampling, Interview Method |
Objectives
The objective of the study was to measure patient satisfaction in different domains including technical quality, interpersonal manner, communication, financial aspects, time spent with doctors, accessibility, and convenience. The study concluded:
Findings
- Age: Younger generation prefers private hospital over public hospital.
- Education: Preference for private hospital has a positive relationship with higher education. Graduate and higher educated patient groups mostly prefer private hospital.
- Income: Higher income patient group also prefers private hospital.
- Distance: Geographical distance is another determinant regarding hospital preference. It is observed, that public hospital patients come from remote places (mean distance is 5.7 KM and SD = +- 9.7 KM).
- Consultation Duration: A positive correlation is observed between consultation duration and patient satisfaction. Satisfied patients reported significantly higher consultation time, 12.4 minutes, compared to dissatisfied patients, 8.5 minutes.
- Attention given to patients: Attention given to patients (i.e. listening to patients’ health problems carefully) is positively associated with patient satisfaction. Private hospital outperforms (72.8%) public hospital (68%) in this regard.
- Explanation provided: Patients expect doctors to explain their health condition and treatment plan to them. It is positively associated with patient satisfaction. Private hospital outperforms (82%) public hospital (62%) in this regard.
In addition to these, the study also reported patient satisfaction on some other variables that are presented on the following table:
Domains of patient satisfaction in DMCH and UAMCH
| Domains of Patient Satisfaction | Mean (±) SD | Satisfaction in % (DMCH) | Satisfaction in % (UAMCH) |
|---|---|---|---|
| General Satisfaction | 3.0 (±) 1.3 | 60.8 | 67.5 |
| Technical Quality | 3.6 (±) 1.5 | 71.6 | 75.5 |
| Interpersonal Manner | 3.1 (±) 1.4 | 62.2 | 74.9 |
| Communication | 3.0 (±) 1.2 | 60.5 | 65.7 |
| Financial Aspect | 2.9 (±) 1.4 | 58.4 | 67 |
| Time Spent with Doctors | 2.9 (±) 1.2 | 58.1 | 61 |
| Accessibility and Convenience | 3.0 (±) 1.5 | 60.2 | 74.3 |
| Overall Satisfaction | 63.7 | 69.4 |
Reference
Mohsin, M. ., Miah, K. A. ., & Alam, . M. J. . (2022). Customer Relationship Management in Selected Public and Private Tertiary Hospitals of Dhaka City. Journal of Armed Forces Medical College, Bangladesh, 17(2), 61–64. https://doi.org/10.3329/jafmc.v17i2.58370
Relevant Blogs
| Title | Description | Link |
|---|---|---|
| Factors Determining Patient Satisfaction | Have you ever wondered what patients expect from your hospital? How to deliver a superior patient experience? | Read |
| Six Domains of Hospital Quality Management | A major report focuses on closing the quality gap between what we know to be good health care and the health care that people actually receive. | Read |
| Patient Satisfaction: Why You Should Care About It | “Have you ever thought, how a dissatisfied patient might spoil your reputation or sometimes even put you in serious trouble”? | Read |
