DOI: http://dx.doi.org/10.18203/2394-6040.ijcmph20181212

Evaluation of level of satisfaction among indoor patients attending in a tertiary care hospital of Rajnandgaon (C.G.), India

Nirmal Verma, Nitin Kamble, Dhiraj Bhawnani, Kiran Makade, Monika Dengani, Tarun Kaushik

Abstract


Background: Patient expression is an important source of information in screening for problems and developing an effective plan of action for quality improvement in health care organizations. Assessing satisfaction has been mandatory for quality control of any hospital, which has resulted in an increasing number of projects devoted to the concept of satisfaction and determinant of patient satisfaction.

Methods: The present Cross sectional Observational Hospital based study was conducted in Government Medical College Hospital, Rajnandgaon (C.G.) India during April 2016 to September 2016. A sample of 200 patients was taken who were admitted in different Indoor Patients Department of Clinical departments. Patients were selected according to inclusion and exclusion criteria. The information from the patients on various aspects of patient’s satisfaction like admission procedure, communication with staff, physical care, test and operation help availability, cleanliness, privacy related issues and overall satisfaction was obtained by interview with patients based on the semi structured questionnaire proforma.

Results: In the present study, among IPD patient Male: Female ratio was 3:2 approx. Helpfulness of person at registration desk was ranked very good by 93% subject. Wheelchair was available for most of the patients (95%) but its availability when needed was ranked very good by 76% patients only. Majority of patient were satisfied with the behavior of the lab technician (89%), availability of lab results on given time (81%).

Conclusions: This study shows that patients admitted in the various wards of hospital were satisfied with the quality of professional services by doctors, nursing and paramedical staff but problem lies with the availability of basic amenities. Overall present study shows that assessing satisfaction of patients is simple, easy and cost effective way for evaluating the hospital services.


Keywords


Hospital services, Patient satisfaction, Patient care, Quality of medical care

Full Text:

PDF

References


Sitzia J, Wood N. Patient satisfaction a review of issues and concepts. Soe Sci Med. 1997;45;1829-43.

Donabedian A. The quality of care. How it can be assessed? J Am Med Assoc. 1988;260;1743-8.

Cleary P, Me Neil B. Patient satisfaction as an indicator of quality of care. Inquiry. 1988;25:25-36.

Levine AS, Plume SK, Nelson EC. Transforming patient feedback into strategic action plans. Qual Manag Health Care. 1997;5:28-40.

Code de la Sante Publique. Ordonnance no 96-343 du24 avril 1996 portant reforme de l’hospitalisation publique et privee. J officiel de la Republique Francaise. 1996:6324-6336.

Pourin C, Barbeger-Gateau P, Mitchel P. prise en comptedes patients hospitalises;aspects coceptuels et revue des travaux. J d’Economic Medicale. 1999;17:101-15.

Salomon L, Gasquet I, Durieux P. Prise en compte des attentes des patients pour ameliorer Ia qualite des soins. Rev Epidemiol Sante Publique. 1998;46:427-9.

Nguyen Thi PL, Briançon S, Empereur F, Guillemin F. Factors detremining inpatient satisfaction with care. Soc Sci Med. 2002;54:493-504.

Salomon L, Gasquet I, Mesbah M, Ravaud P. Construction of a scale measuring inpatient’s opinion on quality of care. Int J Qual Health Care. 1999;11:507-16.

Auquier P, Blache JL, Colavolpe C. Echellen e vecu perioperatoire de l’ anesthesia. I’construction et validation. Ann Fr Anesh Reanim. 1999;18:848-57.

Labarere J, Francois P, Auquier P, Robert C, Fourny M. Development of a French in patient satisfaction questionnaire. Int J Qual Health Care. 2001;13:99-108.

Scott A, Smith RD. Keeping the customer satisfied; issues in the interpretation and use of patient satisfaction surveys. Int J Qual Health Care. 1994;6:353-9.

Tasa K, Baker GR, Murray M. Using patient feedback for quality improvement. Qual Manag Health Care. 1996;11:42-5.

Barlesi F, Boyer L, Duddoli C, Antoniotti S, Thomas P Acquier P. The place of patient satisfaction in quality assessment of lung cancer thoracic surgery. Chest. 2005;128:3475-81.

Labrere J, Founy M, Jean-Phillippe V, Marin-Pache S, Patrice F. Refinement and validation of a French in patient experience questionnaire. Int J Qual Health Assur. 2004;17:17-27.

World Health Organization. The World Health Report 2000-Health Systems: Improving Performance. Geneva: WHO, 2000.

Rao KD, Peters DH, Bandeen-Roche K. Towards patient-centered health services in India- a scale to measure patient perceptions of quality. Int J Qual Health Care. 2006;18:414-21.

Boyer L, Francois P, Doutre E, Weil G, Labarere J. Perception and use of the results of patient satisfaction surveys by care providers in a French teaching hospital. Int J Qual Health Care 2006;18:359-64.

Khattak A, Alvi MI, Yousaf MA, Shah SZA, Turial D, Akhter S. Patient Satisfaction – A Comparison between Public & Private Hospitals of Peshawar. Int J Collaborative Res Internal Med Public Health. 2012;4(5):713-22.

Kodali RR, Ramacharyulu PS. A cross sectional study of satisfaction of in-patients in a private medical college hospital in A.P. Indian J Med Sci 2011;65:32-5.

Asghar S, Fatima F, Ali A, Amanat N. Assessment of Patient's Satisfaction about Dental Treatment/ Facilities Provided by Bahria Dental College Hospital, Karachi. Pakistan Oral Dental J. 2013;33(3):535-8.

Kulkarni MV, Dasgupta S, Deoke AR, Nayse. Study Of Satisfaction Of Patients Admitted In A Tertiary Care Hospital In Nagpur. National J Community Med. 2011;2(1):37-9.

Bhattacharya A, Menon P, Koushal V, Rao KLN. Study of patient satisfaction in a Tertiary referral hospital. J Acad Hospital Admin. 2003;15(1):2003-6.

Kumari R, Idris MZ, Bhushan V, Khanna A, Agarwal M, Singh SK. Study on patient satisfaction in the government allopathic health facilities of Lucknow district, India. IJCM. 2009;34(1):35-42.

Qureshi W, Khan N, Naik A. A case study on patient satisfaction in SMHS hospital, Srinagar. JK Practitioner. 2005;12(3):154-5.