PATIENT SATISFACTION REGARDING OUTPATIENT DEPARTMENT SERVICES AT HAYATABAD MEDICAL COMPLEX, PESHAWAR

ABSTRACT
Background: Patient satisfaction with health care services is considered as important factor of quality health care and 
a very effective indicator to measure the success of doctors and hospitals.
Objectives:  To assess the patient’s satisfaction regarding the services provided in Outpatient department at Hayatabad 
Medical Complex, in terms of clinical care, availability of services, waiting time and cost.
Material and Methodology: A cross sectional study was conducted on 381 patients who attended OPD at Hayatabad 
Medical Complex, Peshawar from January to May, 2015. They were selected by systemic random sampling techniques. 
A structured questionnaire was used to record the information about demographic characteristics of patients, availability 
of services, clinical care, waiting time, and cost of registration and laboratory investigations.
Result: Out of 381 patients, 82.7% patients were satisfied with the seating arrangement in OPD, 59.8% patients were 
satisfied with cleanliness of hospital, 76.9% of the patients said that timings of OPD was convenient and 67.5% patients 
said that it was easy for them to find concerned OPD. While 61.2% respondents said that laboratory services in hospi-
tals was satisfactory. Regarding clinical care 82.2% patients were satisfied about their diagnosis of disease and 96% 
patients were quite pleased with the way they were counseled .With regard to waiting time 44.8% of the respondents 
said that time taken by investigation was more than 1 hour and 87.9% patient said that laboratory investigations were 
necessary and according to 60.4% respondents the cost of investigation was moderate or high.