Time Motion and Satisfaction of Adult Patients with Outpatient Health Services at Dessie Referral Hospital, Amhara Region, Northeast Ethiopia

Abstract

Background: Increase waiting time at OPD causes a negative impact on patient’s satisfaction; hence health care facility performance can be best assessed by measuring the level of patient’s satisfaction. Methods: Present time motion study was done at the OPD of Dessie Referral Hospital, Eastern Amhara Region. The study population consisted of adult patients who are attending the OPD of Dessie Referral Hospital, in which they are selected randomly and Mets the inclusion criteria. Thus 280 respondents were studied and interviewed for the present study. Results: Each patient required 73.25 minutes waiting time to receive the OPD services. Various factors contributing to long waiting time were- registration clerk not attending duty on time, taking more time to register the patient, difficulties in locating rooms, rush, doctors coming late on duty, doctors, pharmacists talking on mobiles, VIP patients jumping queue etc. Total satisfaction with OPD services was observed in 74.47% of the respondents. Association was observed between waiting time and satisfaction. Conclusion: Improving patient’s satisfaction towards health care services by reducing their waiting time, attending the patient in time and sympathetic approach will create a positive image of hospital in the mind of people and also will help hospital image building in the community