Abstract of Dissertation

Keyword : Home Health Care (HHC); Point of Presence (POP); Customer Satisfaction; Management

Objective :  To study customer satisfaction with respect to different services provided by call health. • To access the effectiveness of quality service provided to the customer.

Background : Home health care (HHC) is a system of care provided by skilled practitioners to patients in the comfort of their homes with the help of a physician. It includes medical care, nursing care nursing attendant, physiotherapy, occupational therapy, and speech-language therapy and social services. HHC services, nowadays, are one of the growing sectors in the medical service business. Patient satisfaction is of paramount importance in case of health care services while talking about health care services at home patient satisfaction depends upon a lot of factor such as booking an appointment, punctuality of health officer, execution of the service, receiving a quality service and the most important is the behaviour of the health officer. These all above factors play a vital role in achieving the satisfaction level. If one of them is not fulfilled the satisfaction level cannot be achieved.

Methodology : The study was Descriptive in nature which was carried out for a period of two months duration. Data was collected through direct observation at customer place through a closed-ended questionnaire which had the following parameters – comfortable availing health services at home, booking easiness, punctuality of staff, promptness of staff, Behaviour of staff, quality service, communication, privacy, the overall experience of the services. A sample size of 200 is taken for the study.

Findings : Majority of the patients and their family members are satisfied with availing health services at home. Few of the customers got disappointed due to a communication problem; they are not able to interact with the doctor properly during the e consultation.

Recommendations : Majority of the patients are quite satisfied with the services they received but still few gaps are there that needs to be addressed to for better delivery of the services.