IJCEMR

Article http://dx.doi.org/10.26855/ijcemr.2024.01.003

Assessment of Patient Satisfaction and Associated Factors at Impulse Hospital in Dhaka City During January to June 2023 After the COVID-19 Pandemic

TOTAL VIEWS: 468

A. S. M. Giasuddin1,*, Laila Arjumand Banu2, Wadud Ali Khan3, M. Jalaluddin4, Tahmina Karim Annei5

1Senior Consultant of Laboratory Medicine (Biochemistry & Immunology), Department of Laboratory Medicine, Impulse Hospital, Tejgaon, Dhaka-1208, Bangladesh.

2Chief Consultant of Obstetrics & Gynecology, Impulse Hospital, Tejgaon, Dhaka-1208, Bangladesh.

3Interventional Gastroenterologist & Chief coordinator, Impulse Hospital, Tejgaon, Dhaka-1208, Bangladesh.

4Cardiologist & Medicine Specialist, Impulse Hospital, Tejgaon, Dhaka-1208, Bangladesh.

5Assistant Director, Impulse Hospital, Tejgaon, Dhaka-1208, Bangladesh.

*Corresponding author: A. S. M. Giasuddin

Published: January 30,2024

Abstract

Background: Inpatient satisfaction levels in private corporate Hospitals are not adequately studied in Bangladesh. Objective: The study was undertaken to determine the socio-demographic characteristics of the inpatients and to assess their levels of satisfaction regarding healthcare services at Impulse Hospital, a private corporate institution in Dhaka City, Bangladesh. Patients & Methods: The present descriptive cross-sectional study was conducted with 117 Inpatients/Respondents at 250-bed Impulse Hospital, Dhaka, Bangladesh from January to June 2023 after the COVID-19 pandemic. The pretested questionnaire was used to collect data by face-to-face interviews relevant to the evaluation of  Socio-demographic features; Status of patient satisfaction on the admission process; Standard of cleanliness at impulse hospital; Quality, Quantity, and taste of food and drink supplied; Nurse/Nursing related infor-mation; Ward attendance (PCA) related information; Doctor/Clinician related information; Process of release from hospital related information; Comments and suggestions by patients/respondents about overall management at Impulse Hospital, Dhaka. The satisfaction levels were noted on the questionnaire sheet as very good, good, fair, bad, and no answer according to the questionnaire and areas for assessment. Simple frequencies and percentages of all variables were used to find the relationship between dependent and independent variables. All necessary procedures regarding ethical issues were followed as laid down by the World Medical Association (WMA). Results: Among 117 inpatients/respondents, the majority of them i.e. 65 (55.5%) were in the age group of 21-40 years, 72 (61.5%) were males and 45 (38.5%) were females. Regarding qualification, family size and annual income, 63 (53.8%) were graduates, 83 (70.9%) were nuclear families and 34 (29.1%) were joint families and the income varied from 20001 to 50000 Taka (n=72, 81.5%) per month and by profession, they were private job holder (43, 36.6%) and business (31, 26.5%) and by religion mostly Muslims (n=102, 87.2%). Status of patient satisfaction on (1) The admission process was about 90.6%-91.5%; (2) Cleanliness varied from 87.2%-90.6%; (3) Quality, quantity, and taste of food and drink ranged from 51.3%-89.5%. Quality of some foods was com-promised as satisfaction level dropped to 24.7%-26.5%; (4) Nurse/Nursing services and their approach to inpatients varied from 75.2%-91.5% with good behavior and cooperation from nurses; (5) Cooperation and behavior of PCA also varied from 91.5%-93.2%; (6) Doctor/Clinician related information was excellent as inpatients satisfaction level varied from 93.2%-97.4% for varies components such as visiting by doctor every day (97.4%), seen by the specialized doctor (93.2%) quick response during patients need (96.6%), answering to queries quickly (94.0%) and approach by clinicians (95.7%); (7) Very high percentage (97.4%) of inpatients were satisfied with the release process from hospital after treatment; (8) Finally, a large number of inpatients/respondents made comments and suggestion about overall management at Impulse Hospital with expressions as very good (31/117, 26.5%), good (67/117, 57.2%), fair (2/117, 1.7%), bad (4/117, 3.4%) and NA (13/117, 11.2%). Conclusion: Impulse Hospital has almost all the required facilities relevant to providing high-quality healthcare services in all sub-specialties of Medicine, Surgery, Obstructive & Gynaecology and Paediatrics, etc. However, more improvements are definitely needed in some areas of healthcare services such as food supply, cleanliness, and overall management of the hospital. Further studies should be conducted including more respondents and hospitals in Dhaka city with the aim of overcoming the deficiencies in the present study.

References

[1] 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. 

[2] World Population Prospects 2019: Highlights. (2019). 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. 

[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-19-11 March 2020. (2020, April 13). Available from: 

https//www.who.int/dgspeeches/detail/who-director-general-s-opening-remarks-at–the-media-briefing-on-covid-19%2D%2D-1 1-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). An Extensive Review of Patient Satisfaction with Healthcare Services in Bangladesh. Patient Experience Journal, 7(2): 59-71. doi: 10.35680/2372-0247.1415. Available from: https://pxjournal.org/journal/vol7/iss2/14.

[8] WHO: Permeable to the Constitution of the World Health Organization as Adopted by the International Health Conference. (1946). New York, 19-22, June 1946; signed on 22, July 1946, by the representative of 61 states, (no 2 page 100). Available from: https://apps.who.int/gb/bd/PDF/bd47/EN/constitution-en.pdf.

[9] Satisfying Clients of Health Services. (2021). Treasury Board of Canada Secretariat 2021–22 Departmental Results Report. Available from: https://www.canada.ca › government-communications.

[10] 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 Outpatients. British Journal of Dermatology, 145(4): 617-23. Available from:

https://doi.org/10.1046/j.1365-2133.2001.04445.x. 

[11] Marquis MS, Davies AR, & Ware JE Jr. (1983). Patient Satisfaction and Changes in Medical Provider: A Longitudinal Study. Medical Care, 21(8): 821-9. Available from: https://doi.org/10.1097/00005650-198308000-00006.

[12] Rumsfeld JS, Ma Whinney S, McCarthy MJr, Shroyer AL, Villa Nueva 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 Veterans Affairs Cooperative Study Group on Processes, Structures, and Outcomes of Care in Cardiac Surgery. Journal of American Med-ical Association, 281(14):1298-303. doi:10.1001/jama.281.14.1298.

[13] Harun-Ar-Rashid. (2006). Regional Perspectives in Research Ethics: A Report from Bangladesh. Eastern Mediterranean Health Journal, 12 (Supplement 1): 66-72. Available from: 

https://applications.emro.who.int/emhj/12_S1/12_S1_2006_66_72.pdf?ua=1.

[14] Rahman MM, Shahiduzzaman K, & Rashid HA. (2002). Quality of Healthcare from Patient Perspective. Bangladesh Medical Research Council Bulletin, 28: 87-96. PMID: 14509380. Available from: https://pubmed.ncbi.nlm.nih.gov/14509380.

[15] Ashrafun L. & Uddin MJ. (2011). Factors Determining Inpatient Satisfaction with Hospital Care in Bangladesh. Asian Social Science, 7(6): 15-20. https://doi.org/10.5539/ass.v7n6p15.

[16] 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.

[17] Wikipedia. Likert Scale. Available from: https://en.wikipedia.org/wiki/Likert_scale (Accessed 06 December 2023).

[18] 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. Available from:

https://doi.org/10.1001/jama.2013.281053.

[19] Centre for Medicare and Medicaid Services (CMS). Medicare Hospital Quality Chart book 2010. (Accessed 06 December 2023). Available from: https://www.cms.gov/Medicare/Quality-Initiatives-Patient-Assessment-Instruments/HospitalQualityInits/downloads/HospitalChartBook.pdf.

[20] Centre for Medicare and Medicaid Services (CMS). Medicare Hospital Quality Chart Book 2014. (Accessed 06 July 2022). Available from: https://www.cms.gov/medicare/quality-initiatives-patient-assessment-instruments/hospitalqualityinits/downloads/medicare-hospital-quality-chartbook-2014.pdf.

[21] 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. 

[22] Donabedian A. (1988). The Quality of Care. How Can it Be Assessed? Journal of American Medical Association, 260(12): 1723-1728. https://doi.org/10.1001/jama.260.12.1743.

[23] Donabedian A. (2005). Evaluating the Quality of Medicare. Milbank Quarterly, 83(4): 691-729. https://doi.org/10.1111/j.1468-0009.2005.00397.x.

[24] Bucci R, Colamesta V, & La Torre G. (2014). Avedis Donabedium: The Giant. Epidemiology Biostatistics and Public Health, 11(4): e11031-1-8. https://doi.org/10.2427/11031.

[25] Ayanian JZ & Market H. (2016). Donabedian’s Lasting Framework for Health Care Quality. The New England Journal of Medicine, 375(3): 205-207. https://doi.org/10.1056/nejmp1605101.

[26] 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. Available from: http://www.ijqr.net/journal/v7-n1/2.pdf.

[27] AHRQ Quality Indicators TM Inpatient Quality Indicators. Available from: www.qualityindicators.ahrq.gov/Downloads/Modules/IQI/V50/TechSpecs/IQI_Technical_Version50.zip.

[28] AHRQ Quality Indicators TM Patient Safety Indicators TM. Available from: www.qualityindicators.ahrq.gov/Downloads/Modules/PSI/V50/TechSpecs/PSI_50_updates_techspecs.zip.

[29] Giasuddin ASM, Shahjahan M, Seoty NR, & Hossain S. (2023). Status of Quality and Compliance to Inpatient Quality Indicators and Patient Safety Indicators in a Selected Private Corporate Hospital at Dhaka City Bangladesh. Bangladesh Medical Research Council Bulletin, 49(2): 98-112. Available from: https://doi.org/10.3329/bmrcb.v49i2.65993.

How to cite this paper

Assessment of Patient Satisfaction and Associated Factors at Impulse Hospital in Dhaka City During January to June 2023 After the COVID-19 Pandemic

How to cite this paper: A. S. M. Giasuddin, Laila Arjumand Banu, Wadud Ali Khan, M. Jalaluddin, Tahmina Karim Annei. (2024) Assessment of Patient Satisfaction and Associated Factors at Impulse Hospital in Dhaka City During January to June 2023 After the COVID-19 PandemicInternational Journal of Clinical and Experimental Medicine Research8(1), 17-26.

DOI: http://dx.doi.org/10.26855/ijcemr.2024.01.003