Agency : FFHI Guidelines, Family Friendly Hospital Initiative, Health Facilities, Quality of Services
Objective : To review
the existing system
of the hospital. To have a best
possible H.R. measure study on employee satisfaction. To have patient
perspective study on patient satisfaction. To identify
the lacunas in hospital to become a family friendly
hospital. To recommend the areas
of improvement for strengthening and improving the quality as per FFHI check
list, this helps
to reduce the lacunae’s and variation.
Background : Family Friendly
Hospital Initiative (FFHI),
a kind of certification of health facilities wherein certain quality of services needs to be ensured.
The essential components for declaring a facility as FFHI are (a) evidence based protocol;
(b) quality of services; (c) availability of essential
drugs; (d) and availability of referral transport. A Hospital at Rajkot
has already got the certification for Baby friendly hospital initiative some years
ago. Assessment of the hospital
was done for “Family
friendly hospital certification initiative”.
Methodology : The project was descriptive in nature. Primary
data was collected by
Observation Structured Interview method.
Secondary data was collected
from hospital medical records.
The primary data
collected was transferred to a standard format
of “Quality Framework- System approach” and then
analysis done through Ishikawa fishbone diagram (Root cause analysis).
Findings : Results shows
that 90 percent
patients were satisfied with the cleanliness of hospital campus.
Results of table
8 shows that almost 80 percent patients were found to be highly satisfied
to the cleanliness of bed sheet. Analysis pertaining
to cleanliness of ward reveals that 96
percent patients were found satisfied from the cleanliness of the hospital.
Result reflects that 28 percent
patients were not aware about their treatment. Around 92 percent
patients were found to be highly
satisfied with the behaviour of doctors. It was found that, 84 percent patients
were satisfied with food quality and time. The
major gap was related to the service
environment like Non availability of display of doctors’ availability and timings, Littering
by the patients in the hospital, Non availability of
electronic display of token, Junks inside
the hospital. The second major gap was related
to client provider interaction like No feedback
system from the patient, Non-availability complaint box for the patients. The third gap was related
to access to the
patient. Non availability of service
guarantees character, non availability of signage and directions. The forth gap was related
to professional standards and technical competence like Non availability of check sheet for surgical patients.
Recommendations : Not Available
To identify the lacunas in hospital to become a family friendly hospital.