Toll Free for Admission 1800-3010-5700

Quality Improvement through Patient Satisfaction Survey


  • Suhas Parnami
  • Agency : Quality Improvement, Patient Satisfaction, Hospital Administration
  • 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 administration.
  • Methodology : In order to understand the standing of the hospital from the views of the customers, a closed ended questionnaire was designed. 100 patients 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 satisfaction.
To study the satisfaction level of patients and understand their expectations. To evaluate feedback and provide a remedial suggestion