CC BY-NC-ND 4.0 · Journal of Health and Allied Sciences NU 2017; 07(03): 003-006
DOI: 10.1055/s-0040-1708716
Original Article

Client Satisfaction among the clients attending tertiary care centers in Mangalore, South India

Usha Rani S. P.
1  Assistant Professor, Department of Community Medicine, Sapthagiri Institute of Medical Sciences and Research centre, Bangalore
Rashmi Kundapur
2  Professor, Department of Community Medicine ,K.S.Hegde Medical Academy, Deralakatte, Mangalore,
Anusha Rashmi
3  Assistant Professor, Department of Community Medicine, A. J. Institute of Health sciences and Research, Mangalore
Harsha Acharya
4  Post-graduate, Department of Paediatric Surgery, Kasturba Medical College, Manipal
› Author Affiliations


Background: Provision of services in line with the wishes and needs of patients is central to a human health care system .The hospital market has today as changed from a seller's market to a buyer's market and there is a need to improve the quality in the health care delivery. Client satisfaction is a key determinant of quality of care provided in health care centers.

Objectives: To determine the client satisfaction among the patients attending tertiary care centers in Mangalore.

Materials and Methodology: The study was a cross sectional study which was conducted among the clients attending five teaching hospitals in Mangalore. With 60% of client satisfaction obtained in our pilot study, the sample size was 384 and adding 20% for dropouts the total sample size came up to 462.The clients were selected randomly from each hospital. A pretested Proforma was used outside the hospital with strict confidentiality.

Results: In our study we found that,87.6% of the clients felt that the clinic hours at health facility were adequate,79.3% felt health care was easily accessible,89.2% were happy with hygiene and comfort of waiting area. Average waiting time was 116mins.Only 45.4% could meet the same service provider in follow up visit and only 51.5% availed similar services as in the first visit in the follow up. Satisfaction with provider's skill and ability was seen in 82.5% of the clients. Only 69.2% of the clients were satisfied with the cost of services available.

Conclusion: Our study revealed that waiting time was a major concern for the client's satisfaction.

Publication History

Received: 28 July 2017

Accepted: 21 August 2017

Publication Date:
22 April 2020 (online)

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Thieme Medical and Scientific Publishers Private Ltd.
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