Outpatients’ Satisfaction with Medical Services Offered by Specialist Physicians in Kerman in 2019

Document Type : Original Article

Authors

1 Medical Student, Afzalipour Faculty of Medicine, Kerman University of Medical Sciences, Kerman, Iran

2 Professor, Department of Neurology, Neurology Research Center, Kerman University of Medical Sciences, Kerman, Iran

3 General Physician, Kerman Insurance Organization, Kerman, Iran

Abstract

Background:The present study evaluated outpatients’ satisfaction with the quality of medical services delivered by specialized physicians in Kerman.
Methods:In this descriptive-analytical cross-sectional study, a questionnaire validated in previous studies was administered to the patients to assess their satisfaction using a score ranging from 0 (lowest) to 20 (highest). The patients (n = 140) were selected using simple random sampling from among the patients at medical offices of specialized physicians in Kerman. The data were analyzed using SPSS software (version 18) through independent samples t-test and one-way ANOVA.
Results:The patients’ mean score for the overall satisfaction with the quality of medical services was 12.31±0.40 out of 20. The most influential factors that decreased the patients’ satisfaction were the patient’s waste of time in the office (8.62 ± 0.49), the behaviour of the secretaries with the patients (11.18±0.51), and the treatment costs (9.95±0.49). The male patients were less satisfied with the wait time for appointments than the female patients (p = 0.013). The mean score for overall satisfaction among local people was higher than among non-local people (p = 0.049). Besides, the patients with higher education were more satisfied than the patients with less education (p <0.05).
Conclusion:The results indicated that patients’ dissatisfaction with the quality of medical services, especially time management, secretaries’ behaviour with patients, and the costs of treatment by specialist physicians in Kerman are management problems that need to be solved to improve the quality of medical services.

Keywords

Health and Development Journal
Volume 10, Issue 1
February 2021
Pages 30-38

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History

  • Receive Date: 27 March 2021
  • Accept Date: 27 March 2021

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