International Journal of Research Foundation of Hospital and Healthcare Administration

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VOLUME 6 , ISSUE 2 ( July-December, 2018 ) > List of Articles

ORIGINAL RESEARCH

Patient Satisfaction Survey among Inpatients in a Multispeciality Teaching Hospital, South India: A Feedback Analysis

N Sathish Raju, Jayati Bahuguna, Jagiri N Rao

Keywords : Patient satisfaction, Teaching hospital, Wards

Citation Information : Raju NS, Bahuguna J, Rao JN. Patient Satisfaction Survey among Inpatients in a Multispeciality Teaching Hospital, South India: A Feedback Analysis. Int J Res Foundation Hosp Healthc Adm 2018; 6 (2):43-50.

DOI: 10.5005/jp-journals-10035-1090

License: CC BY-NC 4.0

Published Online: 01-12-2018

Copyright Statement:  Copyright © 2018; Jaypee Brothers Medical Publishers (P) Ltd.


Abstract

Introduction: Patient satisfaction is a subjective phenomenon and many factors contribute directly or indirectly. In today\'s competitive healthcare market, patients expect more than just satisfaction. So, patient satisfaction has become a high priority to hospitals and health plans across the country and is the strongest determinant of the hospital. A patient\'s satisfaction may not be totally influenced by the quality of physician available, but it reflects how medical care has been delivered. Although, their main expectation is getting cured and going back to their work, but there are other factors, which affect their satisfaction. It is an important and commonly used indicator for measuring the quality of healthcare. Aim and objectives: (a) To study the level of satisfaction of inpatients in general wards at a multispecialty teaching hospital, (b) To study the different factors affecting patient satisfaction, (c) To find the causes for dissatisfaction, if any and suggest remedial measures for improvement of services leading to better patient satisfaction. Methodology: It is a hospital-based cross-sectional descriptive study. The research was carried out among the patients who were previously admitted in general wards of multispecialty teaching Hospital, Mysuru. Data were collected from already available inpatient feedback forms. Data thus obtained was entered in MS Excel 2013 spreadsheet and analyzed using Statistical Package for the Social Sciences (SPSS) software package version 22. About 4800 inpatient feedback forms were analyzed for the study. Observations and results: A total of 82% of patients were satisfied with the services at the admission counter, and 84% of patients were satisfied with the discharge process; 95% of patients were satisfied with the doctor\'s care and attentiveness and only 1% said it to be poor; 92% of patients were satisfied with the nursing services; 79% of patients were satisfied with the quality of food served in the hospital; 79% of patients were satisfied with the cleanliness maintained; 92% of the patients are satisfied with the overall services offered. Conclusion: It was found in the present study that most of the patients are satisfied with most of the services provided in this multispecialty teaching hospital and the doctor\'s care and nursing service has the highest satisfaction level, which is very satisfactory and encouraging. Major satisfiers were quality and behavior of doctors, explanation about disease and treatment by the doctors, courtesy of staff at the admission counter, behavior of nurses, timely discharge process. Dissatisfiers were lifted operators guidance, the behavior of the security guards, quality of food and dietary services. Explanation about hospital charges and costs in the billing counter, cleanliness maintained. To conclude, the majority of our patients are satisfied after availing health services. A small fraction of patients seems dissatisfied with our healthcare delivery. We have identified a few deficient areas in terms of service delivery and the same will be bridged as early as possible in order to achieve universal patient satisfaction at our hospital.


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