Location:Home / Journals / Article Detail

International Journal of Clinical and Experimental Medicine Research


PDF Download

Patient Satisfaction Level at Out Patient Departments of Two Children Hospitals in Dhaka City during COVID-19 Pandemic

Anis Ahmed1,*, Shah Mustafizur Rahman2, ASM Giasuddin3

1Department of Health Technology (Laboratory), State College of Health Sciences (SCHS), House No - 262/A, Road No-27, Dhanmondi, Dhaka-1207, Bangladesh. 

2Department of Nursing, State College of Health Sciences, House No - 262/A, Road No - 27, Dhanmondi, Dhaka-1207, Bangladesh.

3Laboratory Medicine (Biochemistry & Immunology), Impulse Hospital, ImHS&RCLtd, 304/E Tejgaon Industrial Area, Dhaka-1208, Bangladesh.

*Corresponding author: Anis Ahmed

Date: September 2,2022 Hits: 647


The cross sectional study was conducted at out-patient departments (OPD) of two selected children hospitals in Dhaka city, Bangladesh to assess the level of patient satisfaction during COVID-19 pandemic situation. It was conducted from 1st September to 31st December 2021 among the respondents of the patients who had attended the OPD for treatment. A total of 323 respondents were interviewed at the exit point of OPD using a structured questionnaire. Independent variables were categorized as socio-demographic variables, administrative related variables and COVID-19 related variables. The dependent variable i.e. satisfaction of Healthcare OPD service recipients were characterized by 5 point Likert Scale as Excellent, Good, Satisfied, Unsatisfied and Worst. Among 323 participants, 226 (70%) were males and 97 (30%) were females (Mean age ± SD: 34.21 ± 7.08 years). Majority of respondents i.e. 115 (35.6%) were in the age group of 26-32 years. Regarding education level and occupation, only 66 (20.4%) were educated above SSC level and almost all of them had manual type of occupation, except that 60 (18.6%) were service holders. About annual income, religion and family size, majority (n=188, 52.8%) had low annual income of taka 1.5-3.5 lacs, high numbers (n=273, 83.4%) were Muslims and majority (n=165, 51.1%) had family size of 4 members. It was observed that some of the respondents were dissatisfied about absence of hand sanitizer, waiting time, investigation cost, cleanliness, sitting place and registration system. But most of the respondents were satisfied about registration fees, medicine availability in pharmacy, opening time, closing time of hospital, doctor consultation, COVID-19 screening, etc. According to Likert Scale, satisfaction levels at OPDs of two children hospitals during COVID-19 pandemic were satisfactory. Most of them (n=174, 53.9%) were satisfied about administrative related factors and services provided by hospitals during COVID-19 pandemic situation. Overall, satisfaction level about COVID-19 related factors was 46.4% (n=150), 6.9% (n=22) and 0.9% (n=3) were satisfactory, good and excellent respectively i.e. majority of respondent’s satisfaction level were satisfactory (n=175, 54.2%). The quality of OPD services at the children hospitals was satisfactory during COVID-19 situation at a level of 54% only. Therefore, there are plenty of opportunities to improve further the quality and satisfaction level about healthcare OPD services in our children hospitals in Dhaka city, Bangladesh. These findings were discussed in reference to the literature available accordingly.


[1] “World Population Prospects 2019: Highlights.” Statistical Papers - United Nations (Ser. A), Population and Vital Statistics Report, 2019, doi: 10.18356/13bf5476-en. Available from: https://population.un.org/wpp/Publications/Files/ WPP2019_ High-lights. P. 2.

[2] Andaleeb SS. (2001). Service quality perception and patient satisfaction: a study of hospital in developing country. Social Science & Medicine, 52:1359-1370 DOI: 10.1016/s0277-9536(00)00235-5.

[3] Lum LH, PAT. (2020). Outbreak of COVID-19—an urgent need for good science to silence our fears? Singapore Medical Journal, 61(2): 55=57. 

[4] Wu JT, Leung K, Leung GM. (2020). Nowcasting and forecasting the potential domestic and international spread of the 2019-nCoV outbreak originating in Wuhan, China: a modelling study. Lancet, 395: 689-697.

[5] WHO Director-General’s opening remarks at the media briefing on COVID-19-11march 2020 [2020apr13]. Available from: https//www.who.int/dgspeeches/detail/who-director-general-s-opening-remarks-at–the-media-briefing-on-covid-19%2D%2D-11-march-2020.

[6] Deriba BG, Gelata TA, Beyane RS, Mohammed A. Tesema M, Jamal K. (2020). Patient’s satisfaction and associated factors during COVID-19 pandemic in North Shoa Health Care Facilities. Patient Preference and Adherence, 20: 1923-1934. Doi: https://doi.org/10.2147/PPA.S276254. 

[7] Mohiuddin AK. (2020). Sustaining a focus on human experience in the face of COVID-19. Patient Experience Journal, 7(2): 59-71. https://pxjournal.org/cgi/viewcontent.  

[8] Bangladesh Health Facility Survey 2014 Final Report. National Institute of Population Research and Training (NIPORT), Min-istry of Health and Family Welfare, Dhaka, Bangladesh, March 2016. Available from: http://www.DHSprogram.com. 

[9] ILO Monitor COVID-19 and the world of work. Updated estimates and analysis; 2021, Seventh edition. Available from: https://www.ilo.org/wcmsp5/groups/public.

[10] Asres AW, Hunegnaw WA, Ferede AG, Denekew HT. (2020). Assessment of patient satisfaction and associated factors in an outpatient department at Dangila primary hospital, Awi zone, Northwest Ethiopia. Global Security: Health, Science and Policy, 17: 57-64. https://doi.org/10.1080/23779497.2020.1813048.

[11] Gironi LC, Boggio P, Giorgione R, Esposto E, Tarantino V, Damiani G. (2020). The impact of COVID-19 pandemics on dermatologic surgery: real-life data from the Italian Red-Zone. Journal of Dermatological Treatment, 33(2): 897-903. Available from: https://doi.org/10.1080/09546634.2020.1789044.

[12] WHO: permeable to the Constitution of the world Health Organization as adopted by the international Health Conference, New York,19-22 June,1946; signedon 22 July1946 by the representative of 61 state, (no 2 page 100). Available from: https://apps.who.int › PDF › constitution-en.

[13] Satisfying clients of Health Services. (2021). Treasury Board Canada Secretariate. Available from: https://www.canada.ca › government-communications.

[14] Renzi C, Abeni D, Picardi A,  Picardi, E. Agostini, C.F. Melchi, P, et al. (2021). Factor associated with patient satisfaction with the care among dermatological out patients. British Journal of Dermatology, 145(4): 617-23. DOI:10.1046/j.1365-2133.2001.04445.x.

[15] Marquis MS, Davies AR, Ware JE Jr. (1983). Patient satisfaction and changes in medical provider: A longitudinal study. Medical Care, 21(8): 821-9. doi:10.1097/00005650-198308000-00006. Available from: https://www.researchgate.net.

[16] Rumsfeld JS, MaWhinney S, McCarthy MJr, Shroyer AL, VillaNueva CB, O'Brien M, et al. (1999). Health related quality of life as a predictor of mortality following coronary artery bypass graft surgery. Participants of the Department of Vet-erans Affairs Cooperative Study Group on Processes, Structures, and Outcomes of Care in Cardiac Surgery. Journal of American Medical Association, 281(14):1298-303. doi:10.1001/jama.281.14.1298.

[17] Mishra V, Samuel C, Sharma S. (2018). Lean, agile and leagile healthcare management –a case of chronic care. International Journal of Healthcare Management, 12(10): 1-8. DOI:10.1080/20479700.2018.1428520.

[18] Wikipedia. Likert scale. Available from: https://en,wikipedia.org/wiki/Likert_scale. (Accessed 18 July 2022). 

[19] Krikwood BR, Sterne JAC. (2003). Essential Medical Statistics, Second Edition; Oxford : Blackwell Science Limited, 2003.

[20] World Medical Association. (2013). World Medical Association Declaration of Helsinki: Ethical Principles for Medical Research Involving Human Subjects. Journal of American Medical Association, 310(20): 2191-2194. https://doi:10.1001/jama.2013.281053. 

[21] Harun-Ar-Rashid. (2006). Regional perspectives in research ethics: a report from Bangladesh. Eastern Mediterranean Health Journal, 12 (Supplement 1): 66-72.

[22] Aldana JM, Piechulek H, Al-Sabir A. (2001). Client satisfaction and quality of health care in rural Bangladesh. Bulletin of the World Health Organization, 79(6): 512-517. Available from: https://www.ncbi.nlm.nih.gov › articles › PMC2566452.

[23] Rahman MM, Shahiduzzaman K, Rashid HA. (2002). Quality of healthcare from patient perspective. Bangladesh Medical Re-search Council Bulletin, 28: 87-96. PMID: 14509380.

[24] Ashrafun L, Uddin MJ. (2011). Factors determining inpatient satisfaction with hospital care in Bangladesh. Asian Social Science, 7(6): 15-20. doi:10.5539/ass.v7n6p15.

[25] Andaleeb SS, Siddiqui N, Khandakar S. (2007). Patient satisfaction with quality of hospital service in Bangladesh. Health Policy and Planning, 22: 263-273. Available from https://doi.org/10.1093/heapol/czm017. 

[26] Centre for Medicare and Medicaid Service (CMS). Medicare Hospital Quality Chart book 2010. Available from: https://www.cms.gov › Medicare › downloads › H.(Accessed 06 July 2022).

[27] Centre for Medicare and Medicaid Service (CMS). Medicare Hospital Quality Chart book 2014. Available from: https://www.cms.gov › Medicare › downloads › m. (Accessed 06 July 2022).

[28] Donabedian A. (1990). The seven pillars of quality. Archive of Pathology & Laboratory Medicine; 113 (ii): 1115-1118. Available from: https://edisciplinas.usp.br › DONABEDIAN_199. 

[29] Donabedian A. (1997). The quality of Care. How can it be assessed? 121(11): 1145-50. PMID: 9372740.

[30] Donabedian A. (2005). Evaluating the quality of medicare. Milbank Quarterly; 83(4): 691-729.  doi:10.1111/j.1468-0009.2005.00397.x. 

[31] Bucci R, Colamesta V, La Torre G. (2014). Avedis Donabedium: The Giant. Epidemiology Biostatistics and Public Health, 11(4):e11031-1-8.

[32] Ayanian JZ, Market H. (2016). Donabedian’s lasting frame work for health care quality. The New England Journal of Medicine, 375(3): 205-207. DOI: 10.1056/nejmp1605101 PMID: 27468057.  

[33] El Haj Hi, Lamrini M, Rais N. (2013). Quality of care between Donabedian Model and ISO9001V2008. International Journal of Quality Research, 7(i):17-30. www.http://ijqr.net/. 

[34] Stefanovska VV, Petkovaka MS. (2014). Patient satisfaction in outpatient healthcare services at secondary level vs. tertiary level. Srpski Arhiv Za Celokupno Lekarstvo 142(9-10): 579-585. DOI: 10.2298/sarh1410579v.

Full-Text HTML

Patient Satisfaction Level at Out Patient Departments of Two Children Hospitals in Dhaka City during COVID-19 Pandemic

How to cite this paper: Anis Ahmed, Shah Mustafizur Rahman, ASM Giasuddin. (2022) Patient Satisfaction Level at Out Patient Departments of Two Children Hospitals in Dhaka City during COVID-19 Pandemic. International Journal of Clinical and Experimental Medicine Research6(4), 330-339.

DOI: http://dx.doi.org/10.26855/ijcemr.2022.10.002