A study on Patient’s fulfillment with reference to our hospital services

Abstract

Background: Even after full dedication of doctors and staff, hospital services to patients care, there was a difference of opinion at the end treatment. To understand the fulfillment of patient and improving health care status, a correction had to be made to attain the at most satisfaction. Present study is designed to extract this work by qualities of medical care feedback in orthopedic inpatient department of Akash institute of medical sciences, Bangalore. Methods: After identification of key indicators by reviewing literature a pro-forma of questionnaires was prepared and feedback taken in to 9 domains from orthopedic ward patients at time of discharge. Total of 110 cases were surveyed among which 68 were male and 42 were female patients between 10 to 80 years. Statistical analysis was done, to compare & conclude. Results: In the domain front office staff, 80% were satisfied with Polite, Friendly & helpful behavior of staff, and their explanation about admission procedure, room facility & tariff. In the Nursing domain 66.3% were satisfied with receiving the patient, response and attentiveness to their queries, timely medication and bed care. When it came to house Keeping which includes, everyday cleaning of rooms and toilet, Polite, Friendly & helpful behavior of the staff, 73.6% were satisfied. Doctor’s explanation of disease, treatment skills, Counseling about treatment and Post operative care were satisfactory in 82%. When it came to physiotherapy services, only 65% were satisfied. 84.5% were satisfied with cost of treatment and pharmacy services. 47% showed satisfaction regarding dietary services. Billing services was acceptable in 88 out of 110 patients.81.8% were satisfied with overall hospital service. Conclusion: Most of the patients treated in our hospital were satisfied with the care in different domains. By fulfilling the deficiencies with respect to domains, a “new model of care” can be achieved they are 1. By recruiting more trained staff and making them learn local language. 2. Arranging transport for the visiting patients from nearest bus stop. 3. Upgradation of pharmacy for availability of all medicines. 4. Maintaining hygiene and cleanliness.