Measuring Patient Satisfaction at Public health Facilities in Madhya Pradesh

Agency : Directorate of health Services, Government of Madhya Pradesh

The Directorate of health Services, Government of Madhya Pradesh, had recognized that the health services must be driven by focus on the user and, consequently, pursue a sustained quality improvement initiative. The main aim of the study was to measure patient satisfaction and to study health service providers' perspective to understand the constraints in providing better health care services. The specific objectives of the study were as follows:

In all, eight districts were selected from the State, one from each division of Madhya Pradesh. From each district, a sample of public health institutions was selected from various public health facilities to measure the patient satisfaction. In total, 1121 patients were interviewed from OPD (561), investigative facilities (280) and IPD (280). In-depth interviews of health care providers including MOIC/hospital superintendents, MO/specialists, nursing staff and technical staff were also conducted. The study showed that quality of health services in public hospitals was poor and the level of patient satisfaction was also low. Some of the recommendations of the study to improve patient satisfaction in public health facilities were as follows:



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