بررسی میزان رضایت بیماران سرپائی مراجعه کننده به درمانگاه بیمارستان آیت اله طالقانی شهر تهران طی سالهای 81 – 1380

   Background: Patients make their first contact with the health services of a hospital in the outpatient clinics therefore, the administration of this unit has especial effects on patients' attitude towards the hospital. We conducted a study in order to evaluate the demographic features and the opinions of patients about an out-patient service in a university hospital. Materials and Methods: We performed a descriptive study on out-patients referring to Taleghani hospital by a structured questionnaire through a face-to-face interview during an academic year, 2001 to 2002. Results: 1098 patients (42.9% male, 57.1% female) with a mean age of 31 ± 16.8 years were enrolled for this study. 85% of cases were residing in Tehran province. The most crowded clinics were as follows: Orthopedic (14.3%), Faciomaxillar surgery (12.5%), and Obstetrics and Gynecology (11.6%). Waiting duration to visit a doctor ranged from 15 to 360 minutes with a mean of 103 ± 66 minutes. 74.5% were satisfied with personnel, 74.1% with official staff, and 53.8% with physicians. Delay in coming and absence of specialists were the most common complaints of patients. As far as the public health services were concerned, 85.5% and 82.4% were completely satisfied with the facilities offered by vaccination and family planning clinics, respectively. Conclusion: By the help of an integrated program the majority of reported insufficiencies are correctable. The regular presence of specialists in clinics, the availability of pharmacy for providing prescribed medication, and provision of easily available primary care facilities are major factors for patient satisfaction.