Outpatient experiences in acute hospitals

Abstract

Background: Patient satisfaction surveys are useful in gaining an understanding of users' needs and their perceptions of the service received. AIM; To assess the views of outpatient department (OPD) attendees on the quality of service received.

Methods: OPD attendees were randomly selected from four acute hospitals in one health board region and sent a confidential postal questionnaire to assess their views on their visit.

Results: Of 3,037 attendees surveyed, there was a response rate of 75.7%. Levels of satisfaction were high at 94%. Doctors and nurses were perceived as friendly by 61% and 72%, professional by 44% and 30%, rushed by 8% and 7%, and rude by 1% and 1% of patients, respectively. Using logistic regression, age (being older), sex (being male), pain level (no pain), decisions about care (wanting more involvement) and being satisfied with their waiting time from arrival to being seen were significantly associated with a greater likelihood of being satisfied overall. CONCLUSION; Whilst there was a high level of satisfaction with the quality of care received, areas for improvement were highlighted from the patient's perspective.