Investigator(s)
| Submitter |
Kuenzang Dorji Health Services Quality Assurance Division (HSQAD), Department of Health Services (DHS), Ministry of Health (MoH), Bhutan. Kuenzang Dorji 
|
| Principal Investigator |
Kuenzang Dorji Health Services Quality Assurance Division (HSQAD), Department of Health Services (DHS), Ministry of Health (MoH), Bhutan. Kuenzang Dorji
|
| Co-Investigator(s) |
Hem Kumar Nepal QA unit, MERRH Hem Kumar Nepal
|
| Co-Investigator(s) |
Ugen Pelmo QA unit, GCRRH Ugen Pelmo
|
| Co-Investigator(s) |
Jigme Kelzang HSQAD, DHS, MoH Jigme Kelzang
|
| Co-Investigator(s) |
Sonam Zangpo HSQAD, DHS, MoH Sonam Zangpo
|
| Co-Investigator(s) |
Karma Galey HSQAD, DHS, MoH Karma Galey
|
| Co-Investigator(s) |
Kinga Jamphel DHS, MoH Kinga Jamphel
|
| Co-Investigator(s) |
Sonam Wangdi PPD, MoH Sonam Wangdi
|
Title(s) and abstract
| Scientific title | Retrospective Analysis of Patient Satisfaction: Insights from Regional Referral Hospitals in Bhutan |
| Public title | Retrospective Analysis of Patient Satisfaction: Insights from Regional Referral Hospitals in Bhutan |
| Background | The global healthcare paradigm is shifting towards patient-centred care, emphasizing the need to meet patient preferences and requirements for effective healthcare delivery. Central to this shift is the concept of patient satisfaction, which has emerged as a vital measure of healthcare quality and safety. Bhutan's healthcare system operates on a structured three-tier model, with a strong emphasis on quality assurance through initiatives like the Bhutan Healthcare Standard for Quality Assurance (BHSQA). Within this framework, assessing patient satisfaction plays a vital role in ensuring that healthcare services meet the desired standards and contribute to positive patient outcomes. As part of quality improvement efforts, Mongar Eastern Regional Referral Hospital and Gelephu Central Regional Referral Hospital routinely conduct patient satisfaction surveys. These surveys, utilizing Patient Satisfaction Questionnaire 18 (PSQ-18), aim to gauge patient experiences and identify areas for enhancement. However, resource limitations have hindered the comprehensive analysis and dissemination of survey findings. In light of this, there is a pressing need to delve deeper into the patient satisfaction data collected at these institutions. By conducting a thorough analysis and disseminating the findings, we aim to contribute to evidence-based decision-making and drive meaningful improvements in healthcare quality and safety across Bhutan's healthcare system. |
| Objectives | A. The general objective of the research is to: i. Assess overall patient satisfaction: To gauge patients' overall satisfaction with the healthcare services they received. ii. Identify strengths and weaknesses: To identify areas of excellence as well as areas needing improvement within the healthcare facility. iii. Improve quality of care: To enhance the quality of care by understanding patients' experiences and perceptions. iv. Enhance patient-centred care: To ensure that healthcare services are patient-centred by incorporating patients' feedback and preferences into service delivery. B. The specific objective of the research is to: i. To evaluate patient satisfaction within specific domains of the PSQ-18 questionnaire to inform policy and decision-making. |
| Study Methods | Research design and methods. The following research design and methods will be used for analyzing existing PSQ-18 Patient Satisfaction Data: A. Study design: Retrospective observational study: Utilize existing patient satisfaction data collected from the PSQ-18 surveys conducted at the MERRH and GCRRH in 2024. B. Data collection: • Obtain the de-identified PSQ-18 survey responses from both hospitals for the year 2024. • Ensure the data include responses to individual items within the PSQ-18 questionnaire, capturing patient satisfaction across different domains. C. Data preparation: • Clean and preprocess the data to handle missing values, outliers, and any inconsistencies. • Organize the data into a structured format suitable for analysis, ensuring confidentiality and compliance with data protection regulations. D. Variable selection: • Identify key variables within the PSQ-18 questionnaire representing different domains of patient satisfaction (e.g., communication, technical quality). • Select demographic variables (e.g., age, gender, ethnicity) and clinical variables (e.g., type of healthcare service received) for potential stratification or subgroup analysis. E. Data analysis: • Descriptive Analysis: Calculate summary statistics (e.g., mean, median, standard deviation) for each domain of patient satisfaction and demographic/clinical variables. • Inferential Analysis: Use appropriate statistical tests (e.g., t-tests, chi-square tests) to compare patient satisfaction levels between different groups (e.g., hospitals, demographic subgroups). • Regression Analysis: Perform binary logistic regression to identify factors associated with overall patient satisfaction and satisfaction within specific domains. • Subgroup Analysis: Explore variations in patient satisfaction |
| Expected outcomes and use of results | Use of results (objectives, applicability) • The findings from this analysis will provide valuable insights into patient satisfaction levels within different domains of healthcare delivery at MERRH and GCRRH. • The results can inform policy and decision-making processes aimed at improving patient-centered care and healthcare quality in Bhutan. |
| Keywords | Patient Satisfaction, Quality of Health Care, Patient-Centered Care, Bhutan. |
Research Details
| Student research | No |
| Start Date | 25-May-2024 |
| End Date | 31-May-2024 |
| Key Implementing Institution | Ministry of Health |
| Multi-country research | No |
| Nationwide research | Yes, with randomly selected geographical areas |
| Bhutan, Bhutan | |
| Research Domain(s) | Non-communicable diseases & Healthy Lifestyles |
| Research field(s) | Other (Healthcare quality and safety) |
| Involves human subjects | No |
| Data Collection | Secondary data |
| Proposal reviewed by other Committee | No |