The Measurement of Outpatient Satisfaction in a Training and Research Hospital
1Department of Quality Management, Kartal Koşuyolu High Specialization Training and Research Hospital, İstanbul, Türkiye
2Department of Health Management, University of Health Sciences, İstanbul, Türkiye
3Clinic of Cardiovascular Surgery, Kartal Koşuyolu High Specialization Training and Research Hospital, İstanbul, Türkiye
Keywords: Patient satisfaction; quality of healthcare; health services, outpatient
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.
Conclusion: The study revealed that patients admitted to the training and research hospital reported high levels of satisfaction. Specifically, the highest level of satisfaction was observed with medical services, while the lowest level of satisfaction was reported with other services.
Cite this article as: Sayılan H, Arslanoğlu A, Kırali MK. The measurement of outpatient satisfaction in a training and research hospital. Koşuyolu Heart J 2023;26(2):62-69.
The approval for this study was obtained from University of Health Science Hamidiye Scientific Research Ethics Committee (Decision no: 2021/18/12, Date: 08.06.2021).
This is retrospective study, we could not obtain written informed consent from the participants.
Concept/Design - All of authors; Analysis/Interpretation - All of authors; Data Collection - All of authors; Writing - All of authors; Critical Revision - All of authors; Final Approval - All of authors; Statistical Analysis -All of authors; Overall Responsibility - All of authors.
The authors have no conflicts of interest to declare.
The authors declare that this study has received no financial support.