Implications for the practice of a patient expectation and satisfaction survey, at a teaching hospital in Karachi, Pakistan
Qidwai, W.; Dhanani, R.H.; Khan, F.M.
Jpma. Journal of the Pakistan Medical Association 53(3): 122-125
2003
ISSN/ISBN: 0030-9982 PMID: 12779030 Document Number: 559712
A cross-sectional survey was conducted to study the expectations and satisfaction of patients visiting the Family Medicine Clinic, Aga Khan University Hospital, Karachi, Pakistan . 316 patients (105 women and 211 men; mean age, 33.81 years) participated in the study. The median patient waiting time was 30 min, against an expectation of 12.69 min. Only 57 (18%) patients were seen within 15 min. Watching television, reading and listening to music were reported as ways to lessen the burden of waiting to see a physician. The average consultation time was 13.89 min, against an expectation of 16.37 min. 76 (24%) patients had a consultation time of more than 16 min. Patient expectations prior to consultation in terms of listening by the doctor with patience, explanation of diagnosis and treatment and medicine prescription were higher than what actually happened during the consultation, whereas in terms of ordering for examinations and specialist referral, patient expectations were lower. The expected average cost for consultation was PRs 124, as against the actual cost of PRs 70. A total of 196 patients were satisfied with the physician's fee, 53 were not and 67 were not sure. These data will help improve the practice of physicians, which will enhance patient satisfaction levels.