Patient Satisfaction with Anesthesia Services in Queen Sirikit Heart Center of the Northeast Hospital, Khon Kaen Province
Keywords:
Patient satisfaction; general anesthesia; anesthesia servicesAbstract
Background and Objective: Customer satisfaction is a key indicator for accreditation by The Joint Commission International (JCI) of Queen Sirikit Heart Center of the Northeast Hospital. Patient is the most important customer of interest. The objective of current study was to evaluate the satisfaction of patients with anesthesia service and identified the subjects that need continuous quality improvement.
Methods: This was a descriptive study. The inclusion criteria were patients who were 15 years old and above undergoing elective surgery at Queen Sirikit Heart Center of the Northeast Hospital. The questionnaire, with score 1 to 4, was validated by 2 senior anesthesiologists. The data were analyzed and presented as number (%) and mean ± SD.
Results: We recruited 71 patients. The overall satisfaction score was 3.75 ± 0.68. The score regarding anesthetic service in operating room was 3.65 ± 0.54 to 3.86 ± 0.35. At PACU, the score was 3.67 ± 0.66 to 3.68 ± 0.64. As for postoperative visit, the score was 3.72 ± 0.57 to 3.75 ± 0.68. The identified problems that need further improvement were: 52.1% of patients did not recognized anesthetic team; 40.8% of patients did not understand technique of general/regional anesthesia and 50.7% did not understand technique of postoperative pain management.
Conclusions: The majority of the patients had very high level of satisfaction. Nevertheless, anesthesia personnel should improve on self-introduction, increasing patient participation in making decision, and let patient ask questions about anesthetic and postoperative pain techniques to enhance patient satisfaction.
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