Abstract of Dissertation

Keyword : NABH Standards; Patient’s Rights; Employee Awareness; Patient Satisfaction

Objective : • To assess the staff awareness level for Patients’ rights and responsibilities. • To find out the reasons for unfamiliarity of certain staff members to these rights and responsibilities. • To give recommendations regarding the training program and to improve the awareness level among the staff.

Background : • The study involved the assessment for patient’s rights and responsibilities, as awareness for these are an essential part involved in patient care activities. • As a part of NABH guideline, it is important for the hospital staff to be well aware about the patients as this would indirectly relate with providing quality care hence patient satisfaction level would also be affected.

Methodology : • Study period : 3 months • Sample Size : 254 employees • Location : SDMH, Jaipur • Methodology: Simple Purposive Random Sampling Primary data collection with forms being filled under supervision in case of any clarification. Secondary Data: SOP of the Hospital, NABH Patients’ Charter • Sample collection tool: A simple bilingual questionnaire was designed to interview the employees who consisted of both open and close ended questions. • Sample collection methodology: Structured interview Analysis: The data was collected and analyzed using MS Excel with categorizing the staff according to their patient care level and knowledge into Clinical, Support and Utility staff.

Findings : Average awareness level for each set of employees was observed with question-wise analysis done to comment upon the staff type that needed training related with that particular type of question. The clinical staff constituting the major staff in a hospital directly involved in patient care was analyzed further.

Recommendations : • Training to be provided during the induction program, at the time of joining the organization. • Regular quarterly training sessions to be scheduled followed by objective assessment, with attendance for each training session to be entered in the employee data. • The training to be provided on the basis of the patient care access and the employees be categorized accordingly hence the training pattern differs for each category. • A quarterly proper training schedule is designed with employing different methodology for different sections of the staff. • Pre assessment and post training assessment could be then compared. • The outsourced housekeeping staff now hired should now be provided special training for quality patient care. • Sensitization of staff towards attending the training program specially the consultants and the pathologists, lab technicians