Abstract of Dissertation

Keyword : Patient Satisfaction; Quality of Care; IPD; Satisfaction Level

Objective : To assess patient’s satisfaction in IPD in Shalby Hospitals and to identify areas with low satisfaction level. To identify the relationship between quality care and patient satisfaction.

Background : Hospitals have evolved from being an isolated sanatorium to a place with five-star facilities. The patients as well as their relatives coming to the hospital not only expect world-class care and treatment, but also other facilities that makes their stay comfortable in the hospital. This change in attitude or expectations has come due to tremendous growth of media as well as commercialization and improvement in the facilities. The study was conducted by distributing structured questionnaires amongst patients and their relatives to find out the factors, which satisfy them in a multi- specialty hospital. Patient satisfaction affects the clinical outcomes, patient retention, and medical malpractice claims. It affects the timely, efficient, and patient-centered delivery of quality care. The aim of the study was to evaluate the level of patient/relatives’ satisfaction at the hospital.

Methodology : A descriptive study was done, and samples were created using Non-probability convenient sampling. From February 2017 to May 2017 a total of 200 patients of IPD department were studied. The quality indicators were taken into consideration and structured questionnaire was prepared. From each patient, feedback was taken after oral consent and data analysis was done at the end of the month using Microsoft excel.

Recommendations : This study was patient-centric and identified the service quality factors that are important to patients based on feedback. Changes were made in the quality care of the patients such as implementation of proper guidelines for changing linen, availability of drivers and ambulances, proper mopping of the floor to avoid falls, training of cafeteria staff and dietician, training of housekeeping staff etc. These changes resulted in a rise in patient satisfaction levels in the next month as compared to the previous month. This implies that there is a significant association between patient satisfaction and quality care.