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Year : 2008  |  Volume : 6  |  Issue : 12  |  Page : 15-19

Factors Affecting Patient Satisfaction among those Attending an out Patient Department in Chennai City, - India

1 Department of Public Health Dentistry, Ragas Dental College and Hospitals, Chennai, India
2 Ragas Dental College and Hospitals, Chennai, India

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Introduction: With the healthcare market turning from a sellers market into a buyers market, marketing information system, which provides information that is accurate, timely and need-based, is required for the planning successful marketing strategies. For this, a relevant tool is a patient satisfaction survey, which reveals the patients satisfaction levels with the hospitals. Aim of the study: Tiris cross-sectional survey was conducted to collect information regarding the satisfaction levels of patients attending a private treatment hospital in Chennai city. Materials and Methods: Data was collected from an outpatient department of a 25-bedded hospital in Chennai city using a closed - ended questionnaire. Results: Among the 53 patients were approached, 50 people participated in this study and completed the questionnaire. Though patients expressed good satisfaction in the accessibility and appointment fixing procedures at the hospital, 40% expressed dissatisfaction with the parking facilities. 84% of the patients were not satisfied with the canteen facilities. Though majority of the participants were satisfied with the attitudes of the medical staff of the hospital, one fifth of them felt that proper explanation regarding treatment procedure were not given to them. The hospital seemed to have met the expectations of 58% of the respondents extremely well, while 72% of the respondents felt that they would most definitely refer their friends and relatives to this hospital. Conclusion: lbis study showed that the overall satisfaction level of the patients was good.

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