Pt. satisfaction -ppt. (2)
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Pt. satisfaction -ppt. (2)

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    Pt. satisfaction -ppt. (2) Pt. satisfaction -ppt. (2) Presentation Transcript

    • To assess the level of satisfaction among the patients coming to Emergency Department of a level -1 trauma centre
      • Bhoi S, SoniaChauhan , Geeta A,Shakuntla , Shoukkathali V, Vishnu,Arun,Sinha Tej P
      • Deptt. of Emergency Medicine, J P N Apex Trauma Center,AIIMS
      • [email_address]
    • Background
      • Trauma remains a significant public health issue and is the leading cause of death in persons younger than 40 years.
      • Patient satisfaction is an important indicator of the quality of care and service delivery in the emergency department (ED).
    • Objective
      • To assess the level of satisfaction among the patients coming to Emergency Department of a level -1 trauma centre.
    • METHODOLOGY
      • Study design- Qualitative survey
      • Performance centre - ED of JPN Apex Trauma Centre, AIIMS.
      • Study duration - September to November 2010
      • Study Group - Data were collected from a random sample of 100 patients during each shift from red, yellow and green zones.
      • Study Tool:
      • A structured, closed ended questionnaire consisted of 14 questions based on patient satisfaction with:
      • Investigations
      • Treatment
      • Behavior and communication of healthcare providers
      • Time taken for the management of patients in ED
    • Survey for patient satisfaction in ER (JPNATC,AIIMS)
      • Q.1 Was the patient immediately attended by healthcare providers?
      • Yes
      • No
      • Q.2 Are you satisfied with the immediate care provided by healthcare providers?
      • No
      • Satisfactory
      • Good
      • Very good
      • Q.3 Are you satisfied with the investigations carried out?
      • No
      • Satisfactory
      • Good
      • Very good
      • Q.4 Are you satisfied with the treatment carried out for your patient?
      • No
      • Satisfactory
      • Good
      • Very good
      • Q.5 Are you satisfied with the behavior of nurses?
      • Very rude
      • Rude
      • Blunt
      • Excellent
      • Q.6 Are you satisfied with the behavior of doctors?
      • Very rude
      • Rude
      • Blunt
      • Excellent
      • Q.7 Are you satisfied with the behavior of hospital attendants?
      • Very rude
      • Rude
      • Blunt
      • Excellent
      • Q.8 Did the healthcare provider explained about the investigations being carried out for your patient?
      • a) Never
      • b) Sometimes
      • c) Very often
      • d) Always
      • Q.9 Did the healthcare providers explained about the treatment being carried out for your patient?
      • a) Never
      • b) Sometimes
      • c) Very often
      • d) Always
      • Q.10 Did the healthcare provider explained about the severity of your patient’s illness?
      • a) Never
      • b) Sometimes
      • c) Very often
      • d) Always
      • Q.11 Did anybody explained about decision taken by concerned speciality?
      • a) Never
      • b) Sometimes
      • c) Very often
      • d) Always
      • Q.12 Did the healthcare provider explained about the treatment plan after discharge (medications /follow up etc.)
      • a) Never
      • b) Sometimes
      • c) Very often
      • d) Always
      • Q.13 How do you rate the time taken for management of the patient?
      • a) Very late
      • b) Late
      • c) normal
      • d) Immediate
      • Q.14 Overall how do you grade functioning of E.D. in J.P.N.A.T.C.
      • a) Very poor
      • b) Poor
      • c) Satisfactory
      • d) good
      • e) Excellent
      • Patients were interviewed personally (yellow and green area).
      • Patient's attendants were interviewed for red triaged patients
      • Responses were taken on the Likert scale (LS) of 1-4 (Likert 1=worst, likert 4=best) .
      • Data were compiled and analyzed by SPSS version16.
    • Results
    • Results
      • Patient satisfaction response for hospital factors i.e. investigations and treatment was satisfactory to good (2<LS>3) while the response for communication was good to very good (3<LS>4).
    • Overall satisfaction –Shift wise
    • Overall satisfaction in various Triage catogry
    • Review of literature
      • Hassan Soleimanpour et. al. assessed Emergency department patient satisfaction in Imam Reza Hospital, Tabriz, Iran and found highest level of satisfaction in terms of communication with healthcare providers i.e. 82.5 % which was similar in our study i.e. (2<LS>3)*
      • * International Journal of Emergency Medicine 2011, 4:2,http://www.intjem.com/content/4/1/2
    • Conclusion
      • There was average satisfaction among the patient.
      • Minimum level of satisfaction was found in night shift and among green triaged patients.
      • Communication skills of the emergency care providers were good.
      • Patient satisfaction is an important quality assurance tool among emergency care provider.
    • THANK YOU