Student Dissertation

Agency : IPD; Patient Experience; Patient Satisfaction; Healthcare Facilities

Objective : General: To determine the patient experience in the In-patient department by developing a patient experience score card after evaluating the collected feedback forms of a tertiary care hospital. Specific • To measure level of experience with medical and nursing services. • To measure level of experience with support services of the hospital namely diet and nutrition, housekeeping, food and beverage and security • To recommend strategies for improving the level of patient experience and services of the IPD.

Background : The issue of patient/customer satisfaction has gained increasing attention from executives across the healthcare industry. The measurement of patient satisfaction through patient satisfaction surveys has helped organization leaders incorporate patient perspectives as a way to create a culture where service is deemed an important strategic goal for healthcare facilities. However, despite their many efforts and successes with satisfaction measurement, evidence shows that a bit of work in this area is still needed. One of the primary challenges has been in sustaining patient / customer satisfaction improvement initiative in the face of competing priorities and diminishing resources. Asian Heart Institute, Mumbai (AHI) is an organization that has made the issue of improving patient/customer satisfaction one of its top priorities. The purpose of this study is to serve as a resource to help AHI fulfill its mission to enhance its patient/customer satisfaction as to make it community’s first choice in seeking medical care. By analyzing data, this study demonstrates that intangible human values such as care, co-operations, compassion along with the tangible medical services are vital to satisfy the needs of the patient and has the most powerful effect in terms of patient satisfaction during a hospital stay at AHI.

Methodology : • Study design – Descriptive Cross sectional • Study area – In-Patient Department of Asian Heart Institute, BKC, Mumbai. • Study period- 15th February- 15th May 2017. • Study population – Patients admitted in the In-patient Department. • Sample size –200 patients in IPD (taking 95% as confidence interval) • Sampling method – Non-probability convenience sampling • Data collection – Observation and Interview method • Data analysis – Using Microsoft Excel.

Findings : 85.75% people were satisfied with the behavior of the Asian heart team. This represents that people are happy with the services provided.

Recommendations : From the project report it can be concluded that the Asian hospital has succeeded in creating a culture where rendering quality patient services is its main strategic goal. The organization has put in its concentrated efforts to pay attention to the patient’s need or privacy, compassion and information related to his or her hospital visit. The patient welfare department works in the area of problem identification and problem-solving ensuring the patient to be the integral part of this hospital thereby enhancing patient experience and sustaining patient loyalty on the long-term basis.


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