Patients Satisfaction and Out-of-Pocket Expenditure for an Outpatient Department Visit at a Government Tertiary Care Teaching Hospital in Hyderabad, Telangana

Anupama Pulla, Venu Bolisetti, K. Aishwa


Introduction: In India, a little over 1% of the GDP is expended on health and 80% of this is of out-of-pocket expenditure. This study aims to determine the amount of time taken, out of the pocket expenditure, and the difficulties faced by patient during an outpatient department (OPD) visit and to assess whether the patient is satisfied with the services available in a tertiary care teaching hospital in Hyderabad, Telangana. Materials and Methods: A cross-sectional study was conducted among 740 patients visiting OPD at a tertiary care teaching hospital in Hyderabad, Telangana, during the period of June July 2018. A pre-designed, semi-structured questionnaire was administered to patients in their local languages and data were collected. The collected data were analyzed using Microsoft Excel and Epi Info. Results: Out of total 740 patients, there were 488 (66%) males, while 252 (34%) were female. About 362 (48.2%) patients got prescribed drugs from hospital pharmacy and 228 (30.8%) faced problems regarding waiting time for registration. Majority 655 (88%) were satisfied for the services of doctors, while 562 (76%) were satisfied for the laboratory technician services and 451 (60.5%) were satisfied with pharmacy services. Suggestions for improvement of OPD, 187 (25.3%) suggested regular cleaning and 33 (4.5%) suggested the need of more doctors availability. The money spent on investigations which is not available in the hospital was Rs. 698/- followed by the daily loss of wages for an OPD visit which was Rs. 393/-, the money spent on drugs which was not available in the pharmacy was Rs. 339/-. Conclusion: There was one in three patients who had a waiting time greater than 2 h and 80% of them travel more than 6 km for their OPD visit. Difficulties faced by the patients were ranked as directions, waiting time followed by sanitation problems.

Keywords: Out-of-pocket expenditure, patient satisfaction, waiting time, tertiary care teaching hospital

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