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A study to determine the patient satisfaction and quality of services at the outpatient urology clinic of a tertiary care hospital

Authors:

Kumudini Paba Dharmasena ,

University of Sri Jayewardenepura, LK
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Sanjeewa Vidanapathirana,

Colombo South Teaching Hospital, Dehiwala, LK
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Sashipraba Nawaratne,

University of Colombo, LK
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Thamara Amarasekara,

University of Sri Jayewardenepura, LK
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Upuli Wijemanna,

Colombo South Teaching Hospital, Dehiwala, LK
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Anuruddha Abeygunasekera

Colombo South Teaching Hospital, Dehiwala, LK
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Abstract

Introduction
Patient satisfaction is one of the benchmarks by which the quality of health care services is evaluated. The objective of this study was to assess the patients' satisfaction with services delivered at the urology outpatient clinic of Colombo South Teaching Hospital (CSTH), Sri Lanka.


Method
A descriptive cross-sectional study was done over three months (1.12.2019 – 28.2.2020) at the urology outpatient clinic of a tertiary care hospital in Sri Lanka. A pre-tested, self-administered questionnaire based on the SERVQUAL questionnaire was used to collect data. Seven questions were based on demography and eighteen were aimed at assessing responsiveness, tangibles, empathy and reliability. The Likert scale was used to determine the level of satisfaction.


Results
The study sample constituted of 220 patients. Nearly one third (32%) of them felt the waiting time to be registered at the clinic and to meet a doctor were too long. More than half (59%) said the clinic was overcrowded. However, over 90% of the patients perceived that staff characteristics, laboratory services and waiting time from the date of referral to the clinic appointment were satisfactory. Nearly 93% of the participants would recommend the clinic to a friend or a relative for seeking treatment.


Conclusions
Although patient satisfaction was good in many domains, by developing a better mechanism of giving appointments spread throughout the clinic, patient satisfaction and the quality of services provided at the urology outpatient clinic can be improved further.

How to Cite: Dharmasena KP, Vidanapathirana S, Nawaratne S, Amarasekara T, Wijemanna U, Abeygunasekera A. A study to determine the patient satisfaction and quality of services at the outpatient urology clinic of a tertiary care hospital. Sri Lanka Journal of Surgery. 2021;39(2):5–10.
Published on 31 Jul 2021.
Peer Reviewed

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