ASSESSMENT OF PATIENT SATISFACTION AND ASSOCIATED FACTORS IN OUTPATIENT PSYCHIATRY SERVICE AT St PAUL’S HOSPITAL MILLENNIUM MEDICAL COLLEGE

Abstract

Abstract Background: Patient satisfaction is playing an increasingly important role in quality of care reforms and health-care delivery. This study was conducted to assess patient satisfaction, associated factors that can affect the satisfaction of patients in outpatient Psychiatry service at SPHMMC and to point a possible direction for increment of patient’s satisfaction on the service. Methods: A cross-sectional study was conducted from June 2017G.C to July 2017G.C on patients, who were on follow up, at SPHMMC Psychiatry OPD. Patients were selected using systematic random sampling technique. Explanation about the research and verbal consent to participate was asked. Patient satisfaction was assessed using Charleston Psychiatric Outpatient Satisfaction Scale. Multivariable logistic regression, with 95% CIs was used to show the strength of associations, and P-value <0.05 was considered as statistically significant. Result: A total of 404 respondents were invited in the study and 398 responded, giving a response rate of 98.5%. The overall satisfaction of patients at SPHMMC psychiatry out patient service was 70.4%. Being divorced (adjusted odds ratio (AOR) = 0.02, 95% CI: 0.004, 0.15), being from urban areas (AOR = 0.54, 95% CI: 0.15, 0.89), being unemployed (AOR = 0.39, 95% CI: 0.10, 1.47), having poor insight about one’s own illness (AOR = 0.56, 95% CI: 0.26, 1.24), thinking the treatment won’t help (AOR = 0.18, 95% CI: 0.08, 0.39), having comorbid physical illness (AOR =1.07, 95% CI: 0.33,3.47), being affected by the price of medication (AOR) = 0.52, 95% CI: 0.25, 1.10), being antisocial (AOR) = 0.46, 95% CI: 0.11, 1.87), feeling discrimination from others (AOR) = 0.65, 95% CI: 0.23, 1.80), having Psychotic illness (AOR) = 0.16, 95% CI: 0.06, 0.45) were found to be significantly correlated with poor satisfaction. Conclusion and recommendation: About 30 % SPHMMC Psychiatric OPD service consumers were dissatisfied with the service. Psychoeducating patient’s family and the society about mental illness and improving the availability and overall quality of all level of psychiatric service are recommended for good satisfaction.