EFFECT OF DEMOGRAPHIC CHARACTERISTICS ON PATIENT’S SATISFACTION WITH HEALTH CARE FACILITY

Objective: To assess the patients’ satisfaction level and effect of demographic characteristics on patients’ satisfaction with health care facility in a tertiary care hospital. Methodology: This Descriptive Cross sectional survey was conducted from June through October, 2012 in Out Patients Department of Punjab Social Security Hospital (PESSI), Rawalpindi. Participants were interviewed by trained interviewers (students of 4th year MBBS class) using pre tested questionnaires. The patients were interviewed for their satisfaction and experience in the healthcare facility regarding interaction with doctors, paramedical staff, and facilities in the institution. Demographics like age, gender, educational status, marital status and monthly income were recorded. A five point scale of Strongly Agree (5), Agree (4), Uncertain (3), Disagree (2), and Strongly Disagree (1) was used. The percentage score was calculated for each patient and patient satisfaction was measured in terms of mean percent score. Results: In sample of 110 patients, age of patient showed significant (p-value = 0.033) relationship with satisfaction score, with maximum satisfaction level (79.86%) in older age patients of 55 years. Gender and occupation of patient did not show significant effect on satisfaction score. The illiterate or less educated (p-value = 0.003) and married patients were significantly (p-value = 0.003) more satisfied. Patients with less monthly income were significantly (p-value 0.001) more satisfied. Conclusion: Older and less educated patients with lower income bracket were more satisfied with healthcare facility as compared to younger, highly educated patients and having higher income levels.