Clients' satisfaction towards health care services at Outpatient Department, Pinlon Hospital, Yangon, Myanmar

Abstract

This cross sectional study was conducted with the aim of identifying the Clients’ satisfaction of Out Patient Health care service at Pinlon hospital, Yangon, Myanmar and related significant factors. The population were patient or pregnant women for AN-care or caretaker for children < 15 yr who exit all the specialities of the Pinlon outpatient department (OPD). A self-administered questionnaire with a sample size of 320 subjects was used. The result showed the two age groups of 21-30 and 31-40 made the largest group (53.2%). Females’ respondents were more (57.2%) than males. Most respondents in this study were married and few still single. The educational level with the highest percentage was a graduate level with 58.1%. Self-employed (own business) and dependent (non-working) groups were the two most common occupations of the respondents and the biggest family income group was 300,000-500,000 kyats per month at 45.9%. Most of the respondents, had visited the Pinlon Hospital’s OPD more than one time 71.5%. The study revealed that 79.7% of OPD respondents were ‘high satisfied’ with the services. The clients (about 70%) ‘Strongly agree’ and ‘agree’ that the clinic is easy accessible for distance. Mainly less favourable statements were about “getting appointment for consultation” (54.7% disagree or not sure on goodness of those services). 67.2% were high perception for goodness of facilities and structure, 52.0% of respondents were high perception for the goodness of doctors and medical staff and 63.4% of respondents were high perception for goodness of other staff. The factors significantly related to the satisfaction were family income, number of OPD visits, perception about quality of OPD health care services and accessibility to the health care services (P<0.05). Based on the finding this study, to increase the overall average satisfaction of clients, we need to consider what the client’s needs are and then provide appropriate services to address those needs and using the new technology as well as providing pleasant, polite and friendly services will contribute to increased clients’ satisfaction.