Patients' satisfaction and opinions of their experiences during admission in a tertiary care hospital in Pakistan - a cross sectional study

详细信息    查看全文

• 作者：Sardar Zakariya Imam (1)
  Khezar Shahzada Syed (1)
  Syed Ahad Ali (1)
  Syed Umer Ali (1)
  Kiran Fatima (1)
  Marium Gill (1)
  Muhammad Ovais Hassan (1)
  Saad Hasan Hashmi (1)
  Maham T Siddiqi (1)
  Hadi Muhammad Khan (1)
  Omar Farooq Jameel (1)
  
• 刊名：BMC Health Services Research
• 出版年：2007
• 出版时间：December 2007
• 年：2007
• 卷：7
• 期：1
• 全文大小：500KB
• 参考文献：1. Delbanco TL: Quality of care through the patients' eyes. / BMJ 1996, 313:832鈥?33.
  2. Bruster S, Jarman B, Bosanquet N, Weston D, Erens R, Delbanco TL: National survey of hospital patients. / BMJ 1994, 309:1542鈥?546.
  3. Delbanco TL: Enriching the doctor-patient relation: inviting the patient's perspective. / Ann Intern Med 1992, 116:414鈥?.
  4. Wensing M, Elwyn G: Methods for incorporating patients' views in health care. / BMJ 2003, 326:877鈥?79. CrossRef
  5. Cleary PD, McNeil BJ: Patient satisfaction as an indicator of quality care. / Inquiry 1988, 25:25鈥?6.
  6. Delbanco TL: Quality of care through the patient's eyes: satisfaction surveys are just the start of an emerging science. / BMJ 1995, 313:832鈥?3.
  7. Department of Health: The patient's charter. / HMSO, London 1992.
  8. / Secretaries of State for Health, Wales, Northern Ireland, and Scotland: Working for patients HMSO, London 1989.
  9. Qidwai W, Ali SS, Baqir M, Ayub S: Patients expectations from an emergency medical service. / J Ayub Med Coll Abbottabad 2005,17(3):3鈥?.
  10. Ahmad M, Zafar A, Griffin S, Ahmad S, Orakzai N, Fayyaz F: An audit of patients' satisfaction after adult day-case surgery at Ayub Teaching Hospital, Abbottabad. / J Ayub Med Coll Abbottabad 2005,17(1):22鈥?5.
  11. Qidwai W, Dhanani RH, Khan FM: Implications for the practice of a patient expectation and satisfaction survey, at a teaching hospital in Karachi, Pakistan. / J Pak Med Assoc 2003,53(3):122鈥?.
  12. NHS inpatient survey 2005 questionnaire [http://www.healthcarecommission.org.uk/nationalfindings] 2003.
  13. Jenkinson C, Coulter A, Bruster S: The Picker Patient Experience Questionnaire: development and validation using data from in-patient surveys in five countries. / International Journal for Quality in Health Care 2002,14(5):353鈥?58. CrossRef
  14. The World Medical Association: World Medical Association Declaration of Helsinki: Ethical principles of medical research involving human subjects [http://www.wma.net/e/policy/b3.htm]
  15. Picker Institute Europe: Is the NHS getting better or worse? Oxford, April 2005 [http://www.pickereurope.org]
  16. Labarere J, Francois P, Bertrand D, Fourny M, Olive F, Peyrin JC: Evaluation of inpatient satisfaction. Comparison of different survey methods. / Presse Med 2000, 29:1112鈥?.
  17. Muntlin A, Gunningberg L, Carlsson M: Patients' perception of quality care at an emergency department and identification of areas for quality improvement. / J Clin Nurs 2006, 15:1045鈥?6. CrossRef
  18. Cleary PD, Edgman-Levitan S, Roberts M, Moloney TW, McMullen W, Walker JD, / et al.: Patients evaluate their hospital care: a national survey. / Health Affairs 1991, 10:254鈥?7. CrossRef
  19. Gouveia GC, Souza WV, Luna CF, Souza-Junior PR, Szwarcwald CL: Health care users' satisfaction in Brazil, 2003. / Cad Saude Publica 2005, 21:109鈥?8. CrossRef
  20. The pre-publication history for this paper can be accessed here:http://www.biomedcentral.com/1472-6963/7/161/prepub
  
• 作者单位：Sardar Zakariya Imam (1)
  Khezar Shahzada Syed (1)
  Syed Ahad Ali (1)
  Syed Umer Ali (1)
  Kiran Fatima (1)
  Marium Gill (1)
  Muhammad Ovais Hassan (1)
  Saad Hasan Hashmi (1)
  Maham T Siddiqi (1)
  Hadi Muhammad Khan (1)
  Omar Farooq Jameel (1)
  
  1. Department of Community Health Sciences, Aga Khan University, Karachi, Pakistan
  

文摘

Background It is often felt that developing countries need to improve their quality of healthcare provision. This study hopes to generate data that can help managers and doctors to improve the standard of care they provide in line with the wishes of the patients. Methods It was a cross sectional study carried out at a major tertiary care hospital of Karachi. Patients between the ages of 18 and 80 years admitted to the hospital for at least one day were included. Patients in the maternity, psychiatry and chemotherapy wards and those in the ICU/CCU were excluded. A pretested, peer reviewed translation of a validated patient satisfaction scale developed by the Picker Institute of Europe was administered. Results A total of 173 patients (response rate: 78.6 %) filled the questionnaire. Patient satisfaction was at levels comparable to European surveys for most aspects of hospital care. However, nearly half the patients (48%) felt they had to wait too long to get a bed in the hospital after presenting to the ER. 68.6% of the patients said that they were never asked for views on the quality of care provided. 20% of the patients did not find anyone in the staff to talk to about their worries and fears while 27.6% felt that they were given emotional support to only some extent. Up to one third of the patients said they were not provided enough information regarding their operative procedures beforehand. Conclusion Although several components of patient care equal the quality levels of the west, many sections require considerable improvement in order to improve health care provision. The healthcare team needs to get more involved with the patients, providing them greater support and keeping them informed and involved with their medical treatment. Efforts should be made to get regular feedback from the patients.