Table 3 Satisfaction of patient by each item of the patient satisfaction questionnaire (n = 206)
Item | Question | No (strongly disagree + disagree) % | Uncertain % | Yes (strongly agree + agree) % | Mean score | S.D |
|---|---|---|---|---|---|---|
Accessibility and convenience | ||||||
1. | Location of the hospital | 41 (19.99) | 28 (13.6) | 137 (66.5) | 3.78 | 1.21 |
2. | Registration procedure | 23 (11.2) | 29 (14.1) | 154 (74.8) | 4.03 | 1.10 |
3. | Waiting time | 52 (25.2) | 36 (17.5) | 118 (57.3) | 3.49 | 1.28 |
4. | Waiting area | 40 (19.4) | 33 (16.0) | 133 (64.6) | 3.73 | 1.21 |
5. | Information accessibility | 28 (13.6) | 25 (12.1) | 153 (74.3) | 3.97 | 1.20 |
Physical environment | ||||||
6. | Cleanliness of hospital area | 37 (18.0) | 32 (15.5) | 137 (66.5) | 3.72 | 1.15 |
7. | Level of noise in hospital | 35 (17.0) | 38 (18.4) | 133 (64.6) | 3.69 | 1.11 |
8. | Cleanliness of checkup room | 11 (5.3) | 27 (13.1) | 168 (81.6) | 4.21 | 0.93 |
Interpersonal relationship | ||||||
9. | Behavior of hospital staff | 19 (9.2) | 22 (10.7) | 165 (80.1) | 4.18 | 1.05 |
10. | Doctors’ behavior | 18 (8.7) | 12 (5.8) | 176 (85.4) | 4.36 | 0.99 |
11. | Doctors time | 28 (13.6) | 25 (12.1) | 153 (74.3) | 4.08 | 1.17 |
Communication and decision making | ||||||
12. | Communication with doctor | 29 (14.1) | 41 (19.9) | 136 (66.0) | 3.87 | 1.13 |
Financial aspect | ||||||
13. | Cost paid for medicine | 40 (19.4) | 43 (20.9) | 123 (59.7) | 3.59 | 1.19 |
14. | Cost paid to health institution | 28 (13.6) | 40 (19.4) | 138 (67.0) | 3.77 | 1.12 |
15. | Fee paid vs quality of care | 23 (11.2) | 32 (15.5) | 151 (73.3) | 4.02 | 1.075 |
Technical quality | ||||||
16. | Availability of drugs | 33 (16.0) | 36 (17.5) | 137 (66.5) | 3.83 | 1.20 |
17. | HR quality and hospital | 27 (13.1) | 39 (18.9) | 140 (68.0) | 3.81 | 1.083 |
18. | Treatment procedure | 21 (10.2) | 21 (10.2) | 164 (79.6) | 4.14 | 1.04 |