Measuring Patient Satisfaction Level of Out-Patient Department (OPD): A Study on Square Hospital Limited

Abstract

One of the fastest growing industries in the service sector is the health-care industry. In Bangladesh Square Hospital Ltd. is one of the best and reliable names in the health care industry. Gap between services provided by different functional units and services received by different customers of out-patient department (OPD) has created opportunity for this study. Objective of this study was to measure customer satisfaction level of out-patient department (OPD) of private healthcare industry of Bangladesh by analyzing scenario of Square Hospital Limited. Overall scenario of out-patient department (OPD) shows that, satisfaction is at more than average level but less than satisfactory level. That means, condition is not at satisfactory level but position can be improved. Out of six functional units three (registration desk, waiting room and doctors’ service) are found at satisfactory or little bit better than satisfactory level. But other three units (appointment desk, customer service and nurse station) are found at between average satisfaction and dissatisfaction level.