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Patient Satisfaction Analysis & SOPs

  • Sumeet S. Pardeshi
  • Agency : Karuna Trust, Visual Impairment, NPCB, Cataract surgery, PHC, PMOA
  • Objective : The size of India's healthcare industry is worth US$ 20 billion. Of this, 82% of the total health expenditure comes from the self paid category, While employers account for 9% and insurance covers 5% of the total healthcare expenses (Technopak, 2007). So today when hospitals are expanding at a pace never seen before, the innovative strategies and business models that needs to be applied to remain competitive and viable in this market Have to be sought out.
    The research setting is a 110-beded multi-specialty Accident hospital. The objectives of this project are; to first, evaluate the satisfaction levels of IPD as well as OPD patients in the study hospital regarding the registration, consultation and investigation facilities available; second, to analyses the attitude and perception of patients not seeking treatment from the research hospital as regards to their present medical facilities as well as the afore-mentioned hospital and third, to know the past experiences, present strategies being implemented and the future plans regarding marketing of the study hospital. 
    The study is based on a patient satisfaction survey. Both quantitative and qualitative data collection technique are used. The sample came from the following locations. First, patients attending the OPD & IPD departments of the research hospital were approached. Then, patients soliciting medical care from the private clinics were interviewed. In addition to this, the Chief Administrative Officer (CEO) & Additional General Manager (AGM) of the research hospital were also included in this study. The sample included 50 patients each from the OPD as well as the IPD of the hospital. 20 patients were included from the private clinics.
    The results for IPD and OPD patients of the study hospital show that, the majority is from the upper middle and rich classes. For both IPD and OPD patients the most dominating factor influencing the decision to seek care in the study hospital is the general physician. An interesting observation is that for IPD services there are a large number of patients from the vicinity as well as relatively far off places whereas for OPD services the huge majority is of patients residing <50 kms of the research hospital. There is no significant difference between the satisfaction levels of patients seeking healthcare in the research hospital when measured across various age groups. Respondents earning higher than 4 lakhs/annum were more satisfied with the services provided by the hospital for both OPD as well as IPD. The qualitative analysis of the patients seeking treatment shows that the health care needs of this tier-2 city have always been dominated by private practitioners. The perception among general public in the city is that the hospital is a very expensive hospital where only the super rich can ever afford to seek treatment. Patients were more likely to revisit doctors whom they had consulted earlier and received considerable benefit. The comparative lower cost in treatment seemed to endear them to all patients alike. There seems to have been no effort from the administration of the research hospital to market itself in the past.
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The study is based on a patient satisfaction survey. Both quantitative and qualitative data collection technique are used