Student Dissertation

Agency : Patient satisfaction; Home healthcare; Technology enabled home healthcare

Objective : To assess the levels of patient satisfaction and to study various factors leading to patient satisfaction in technology enabled home health care. Also, to suggest measures for improvement of processes leading to better patient satisfaction.

Background : Patient satisfaction has been one of the widely-used measures in home health care as an indicator of quality of care. A few efforts have been made to develop psychometrically sound patient satisfaction scales for use in home health care. Independent of the economic benefit, the moral value of enabling older members of society to live in grace and dignity in their own homes, with a ripple effect on their caregivers, is arguably the most important-if unquantifiable-benefit of home care. Obtaining positive results requires incorporating the key components of patient satisfaction: the agency, the staff, and patient service mandates that focus on consumer rights and responsibilities. Providing meaningful and useful evaluation results will assist home care managers with the required interventions to assure satisfaction of patients with home healthcare services.

Methodology : The present study is a cross sectional descriptive study carried out from March to May, 2016 in Portea Medical, Bangalore. Primary data was collected from 125 respondents pan India from urban background through feedback survey and insights were taken from previous database to compare and analyze the results. Non-probability sampling technique (Convenience sampling) was used and patients of age 20 and above, both men as well as women participated in the survey and were interviewed using a pre-designed pre tested, structured Performa (questionnaire). Customer satisfaction (CSAT) and overall Net Promoter Score (NPS) were derived based on the questions asked in patient feedback survey. Focused Group Discussion (FGD) and Ten Key Informant Interviews (KII) were also conducted with stakeholders to understand, streamline and improve the process leading to better patient satisfaction.

Findings : On analysis of the compiled data it was observed that the overall CSAT for Doctor Services in the month of March was 4.2 and April was found to be 3.91 and is considered good according to industry standards. NPS for March, April and May was found to be 22%, 26% and 21% respectively which depicts that the customer loyalty needs to grow to increase revenue.

Recommendations : Patient satisfaction questionnaires provide one of the most direct ways to determine patient experience and organization’s performance. Re-engagement and bundled services can go a long way in improving health outcomes and quality. A comprehensive Business plan and Training can help ensure that a disease-management program achieves its clinical and financial goals.