Objective : To study the satisfaction level of patients and understand their expectations. To evaluate
feedback and provide
a remedial suggestion.
Background : The patient
is the ultimate consumer to the hospital. It is one of the yardsticks to measure the success of service that it produces. The effectiveness of the hospital relates to provision of good patient
care as intended. The patient satisfaction is real testimony
to the efficiency of hospital
Methodology : In order
to understand the standing of the hospital
from the views of the customers, a closed ended questionnaire was designed.
were selected for the study. Questionnaire and interviews
methods were used.
Findings : This study helped to
find the hidden problems and issues which need to be dealt with immediate
effect. After analyzing the completed questionnaire of 100 patients/attendants, it was revealed
that the billing services
at the time of discharge was the least
satisfactory in the hospital
and was the root of all the dissatisfaction among the patients. Reasons behind
this dissatisfaction were: Billing done manually, less manpower, no pre planned
discharge intimation from the floor. To which I proposed that have billing done on HIS, and pre planned discharge intimation from the floor a day prior of discharge.
Next in dissatisfaction list was Radiology services. Major reasons found out
after studying the questionnaire in detail was: Delay in procedures. 50% of the
patients were found satisfied with the registration process and 11% was dissatisfied. 88% patients were found
to be satisfied with the doctor’s
ability and 55 were dissatisfied due to the non
availability of the doctor when required. 54% were satisfied with the Nursing and Lab services
and 8% were dissatisfied. 96% were
fully satisfied with the housekeeping services. 56% were satisfied with the
food quality and services.14% comprising of international patients were dissatisfied with the menu of the food.
Recommendations : It is recommended to have a proper appointment
system to achieve maximum patient
To study the satisfaction level of patients and understand their expectations. To evaluate feedback and provide a remedial suggestion