Abstract of Dissertation

Keyword : Cost of Services; Doctor-Patient Relationship; Patient Satisfaction; In Patient Department

Objective : To study the factors that influence the patient satisfaction of admitted patients in in-patient department of a Tertiary care corporate hospital. To study the expectations of the patients at various moments of truth in the In-patient Department To deduce the factors that improve patient satisfaction, to implement delight doctrine, under commit and over perform.

Background : Patient satisfaction has become an important yardstick to measure the success of services being provided in the health facilities. To gauge the satisfaction and responsiveness of health systems it is important to measure the satisfaction of patients. Basic amenities and services at the hospital has a much scope of improvement in terms of availability of medicine, drinking water, toilets / hand washing facility in the wards, cleanliness in the toilets and wards, fans / lights in the wards, bed sheets. And, of course major bearing on Doctor-Patient relationship.

Methodology : Study design – Descriptive study Data Collection: Primary data Primary data will be collected by Questionnaire and Personal interviews with the patients. Secondary data Reviews of the patient on the hospital’s website and existing literature of the organization, the Quality Manual, Standard Operating Procedures, Departmental and Administrative Manuals will be the source of secondary data. The previous surveys carried out in this context can also be a source of secondary data. Also, the patients’ feedback forms available with the hospital of the previous month will be taken into consideration Sampling Technique Simple Random sampling will be done Sampling Size: 216 Sample size = Z 2 * (p) * (1-p) c 2 Where: Z = Z value (e.g. 1.96 for 95% confidence level) p = percentage picking a choice, expressed as decimal (.5 used for sample size needed) c = confidence interval, expressed as decimal (e.g., .05 = ±5) Non-response rate: 10% (19.6) Inclusions – IPD Patients + Attendants Exclusions – Pediatric patients Emergency patients Critical patients Elderly patients Study duration – Three months Analysis Plan: Data Analysis ï‚— Each parameter in the feedback form is analyzed with the help of likert scale ï‚— Scores from 1 to 4 are given to each response. ï‚— The Classification range is Standard (as per the hospital) ï‚— Satisfactory ï‚— Good 2 ï‚— Excellent 3 ï‚— Not Applicable 4 ï‚— The final analysis is done by calculating the effective percentage score so that the data become comparable ï‚— 0 - 33 % Satisfactory ï‚— 33% - 67% Good ï‚— 67% -100% Excellent ï‚— Survey questions will be open-ended ï‚— Taking the feedback of patients admitted in IPD through the questionnaire already present in the system, the questionnaire is designed to incorporate feedback of patients on the following services/ moments of truth encountered by patients during their treatment in the hospital ï‚— Reception ï‚— Emergency ï‚— Pharmacy ï‚— Billing and Cash ï‚— Wards/ICU ï‚— Diagnostics ï‚— Safety ï‚— After interacting with the study subjects (216 inpatients) , analysis would be done by taking out the average percentage of each row corresponding to the services mentioned at each stage and then basing the decision on the findings a report will be made with the bearings on the assumptions that will be made in percentages in congruence with the organization’s vision.

Findings : Issues in Pharmacy for not being equipped with medicines at all times and Cost of treatment is high Issues in waiting area as shortage of chairs was noticed and the quality and quantity of food being served by the kitchen and canteen In emergency unit, the treatment is not started unless the hospital receives the payment from the ailing family or patient and this prolongs the initiation of treatment Location of cash & billing too far from emergency department Lack of communication during shift change of staff

Recommendations : Though through the findings and the questionnaire received from the patients the hospital is doing well in all areas of services and generally the services scored good remarks for being excellent except for some gray areas which are not major as for now but in long run might create a bad image of the hospital if not corrected in time.