Journal of Integrated Care Pathways > Volume 13, Number 1 > Pp. 30-32

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Original articles

Patient satisfaction survey – a measure of quality of patient care and clinical governance

Rajaraman Durai 

Department of Surgery, University Hospital Lewisham, London, SE13 6LH, UK

Correspondence to: RD Email: dr_durai{at}yahoo.com

This study was performed to establish whether the outpatient consultations in ENT meet the expectations of the patients and to measure the level of the patient satisfaction with their consultation. Validated patients feedback questionnaires were collected prospectively from 488 patients who attended ENT clinic over a period of four months (October 2001 to January 2002). This study was conducted at a busy district hospital in East Anglia with three ENT consultants, one associate specialist, one specialist registrar and one general practitioner (hospital practitioner), and three senior house officers. Most patients were satisfied with their consultation. A few were unhappy because of the delay in seeing the doctor and poor explanation that was not well understood. Patients expect a timely running clinic, adequate facilities for children and disabled people, and pleasant staff with adequate explanation for their problems.

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