Student Dissertation

Agency : Patient Satisfaction, In patient, Doctor- Patient Relationship

Objective : • To evaluate satisfaction level of patients • To ascertain the cause behind patient dissatisfaction

Background : Improving the quality of patient care in government hospitals is a vital and necessary activity to provide assessable health care facilities to those patients who cannot afford to spend much on health. Most important reason to conduct patient satisfaction surveys • They provide the ability to identify and resolve potential problems before they become serious. • They can also be used to assess and measure specific initiatives or changes in service delivery. • They can identify those operations and procedures that require better explanation to patients. • Most importantly, they can increase patient loyalty by demonstrating you care about their perceptions and are looking for ways to improve.

Methodology : • Study Design o Descriptive Observational • Study Area o In Patient Department of General Hospital, Narmada o Sample Size: 130 o Selection process: Random selection of patients who are being discharged • Study Population o Discharged patients • Data collection Techniques & Tools o Primary Data: - Bilingual (English & Gujarati) Questionnaire was made on the basis of Likert scale 98 o Questionnaire for patients: A uniform patterned questionnaire consisting of Likert scale will be used with score level of 1-5 o Other Vital Observations o Secondary Data: Review of various relevant literature for in patient satisfaction. • Data Management: All data collected was analyzed with the help of SPSS and Microsoft Excel

Findings : • Signage System: Due to wrong or no signage at various patients face difficult to find various departments of hospital. • Diagnostic Facilities: Unavailability of advance laboratory tests, USG Examination, CT Scan facility are not available at district hospital (41.2 %). • Medical officer do not give much attention to the patients (48.9 %) • Medical officer do not give much time to narrate the illness. (60 % ) • Medical officer do not take patient rounds timely and as guided. (65.7 %). • Patient complaints that the attitude of Medical officer towards them was not satisfactory (51.1 %). • The availability of wheel chair and trolleys on time (35.9 %) • Very less Restroom facilities (45.8 %). • Lack of adequate count of sweepers (64.1 %) in the hospital for proper cleaning of hospitals and timely availability. • Complaint of repetition of same menu within a week

Recommendations : Both patients and hospital staff agreed on some of the common issues which could lead to increase in the level of dissatisfaction among patients. The study concluded with results of lack of human resource from top to bottom (Radiologist, Gynaecologist, Medical officer, Lab Technicians Grade IV employees, Housekeeping Staff), Unavailability of facilities like 24 hour laboratory, very few in number of basic amenities like restroom because of old infrastructure were found. Timely training of medical officers will make them understand patient’s perspective of understanding the diagnosis and ease of care what they expect from a treating physician. Recruiting of suitable candidates for the vacant post will reduce workload on each and every individual and it will also give better outcome. Timely surveys will also help the actual situation of hospital facilities and hospital staff and will lead to find innovative ways to resolve confronting issues.

Patients' satisfaction with an encounter with health care service is mainly dependent on the duration and efficiency of care, and how empathetic and communicative the health care providers are. It is favoured by a good doctor-patient relationship. Also, patients who are well-informed of the necessary procedures in a clinical encounter, and the time it is expected to take, are generally more satisfied even if there is a longer waiting time.


x