International Journal of Research Foundation of Hospital and Healthcare Administration

Register      Login

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, Jagiri N Rao

Keywords : Patient satisfaction, Teaching hospital, Wards

Citation Information : Raju NS, 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: 01-09-2018

Copyright Statement:  Copyright © 2018; The Author(s).


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.


PDF Share
  1. Linder-Pelz SU. Toward a theory of patient satisfaction. Journal of Social Science and Medicine. 1982;16(5):577-582.
  2. Oliver RL. A conceptual model of service quality and service satisfaction: Compatible goals, different concepts. In: Swartz TA, Bowen DE, Brown SN, and Stephen,. In: Advances in services marketing and management: Research and practice. Greenwich, CT: JAI Press; 1993. p. 65-85.
  3. Kishore J. Healthcare Delivery System In India. Kishore's National Health Programs of India National Policies and Legislations Related to Health. In: 9th ed. Century Publications; p. 72-75.
  4. Pascoe GC. Patient satisfaction in primary healthcare: a literature review and analysis. Eval Program Plann. 1983 Jan 1;6(3-4):185-210.
  5. Garg N, Gupta SK, Mahesh R. Patient Satisfaction Survey at a Tertiary Care Speciality Hospital. International Journal Research Foundation for Hospital and Healthcare Administration. 2014;2(2):79-83.
  6. Ahmad I, Ud Din S. Patients’ satisfaction from the healthcare services. Gomel Journal of Medical Sciences. 2010 Jun;8(1).
  7. Gyani GJ, Thomas A. Jain M, Menon BG. Monitoring and Improving Patient Satisfaction. In: Handbook of Healthcare Quality & Patient Safety. 2nd ed. New Delhi: Jaypee Brothers Medical Publishers LTD; p. 319-326.
  8. Agrawal D. Health sector reforms: Relevance in India. Indian Journal of Community Medicine. 2006; 31:220-222.
  9. Deepa R, Pradhan P. Patient Counseling at Aravind Eye Hospital. Illumination. Illumination. 2002; 2(3):13-17.
  10. Qadri SS, Pathak R, Singh M, Ahluwalia SK, Saini S, Garg PK. An Assessment of Patients Satisfaction with Services Obtained From a Tertiary Care Hospital in Rural Haryana. International Journal of Collaborative Research on Internal Medicine & Public Health. 2012;4(8):1524-1537.
  11. Rao KD, Peters DH, Bandeen-Roche K. Towards patientcentered health services in India--a scale to measure patient perceptions of quality. International Journal of Quality Healthcare. 2006 Dec;18(6):414-421.
  12. Verma N, Kamble N, Bhawnani D, Makade K, Dengani M, Kaushik T. Evaluation of level of satisfaction among indoor patients attending in a tertiary care hospital of Rajnandgaon (C.G.), India. International Journal of Community Medicine and Public Health. 2018 Apr;5(4):1428-1433.
  13. Kulkarni MV, Dasgupta S, Deoke AR, Nayse N. Study of satisfaction of patients admitted in a tertiary care hospital in Nagpur. National Journal of Community Medicine. 2011;2(1):37-39.
  14. Bhattacharya A, Menon P, Koushal V, Rao KLN. Study of patient satisfaction in a tertiary referral hospital. Journal Academy of Hospital Administration. 2003;15:11-15.
  15. Needleman J, Hassmiller S. The role of nurses in improving hospital quality and efficiency: real-world results. Health Aff (Millwood). 2009;28(4):625-633.
  16. Aarti Verma, R. K. Sarma. Evaluation of the exit proformas in use at special wards of public sector tertiary care center. Journal of Academy of hospital administration. 2000;12(1).
PDF Share
PDF Share

© Jaypee Brothers Medical Publishers (P) LTD.