Customer satisfaction report july

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Customer satisfaction report july

  1. 1. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital CUSTOMER SATISFACTION REPORT (July 2010) --A Comparative Analysis Asian Institute of Medical Sciences Faridabad(Haryana) INDIA
  2. 2. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital Customer Satisfaction
  3. 3. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital Department Analysis
  4. 4. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital O.P.D • Sample Size = 280 %Excellent %Good %Fair %Poor 56.42 38.92 4.28 0.35
  5. 5. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital LAB SERVICES SAMPLE SIZE=219 %Excellent %Good %Fair %Poor 50.22 43.37 4.56 1.86
  6. 6. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital CASUALTY SERVICES FACTOR SAMPLE SIZE %EXCELLENT %GOOD %FAIR %POOR DOCTOR 294 66.3 32.31 1.36 0 ACTION BY NURSING STAFF 288 49.48 44.13 0.35 0.35 TIMELY GENERATION OF MEDICAL REPORT 281 64.5 31.5 3.12 0.69
  7. 7. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital OVERALL CASUALTY PERFORMANCE %Excellent %Good %Fair %Poor 60.2 35.98 1.61 0.34667
  8. 8. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital I.C.U FACTOR SAMPLE SIZE %EXCELLENT %GOOD %FAIR %POOR NURSE 196 76.02 21.94 2.04 0 R.M.O 186 70.43 27.97 1.61 0 DOCTOR 195 76.92 26.07 0 0 STAFF 192 70.31 27.64 1.04 1.04
  9. 9. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital OVERALL I.C.U PERFORMANCE %Excellent %Good %Fair %Poor 73.42 25.155 1.1725 0.26
  10. 10. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital WARD/ROOMS FACTOR SAMPLE SIZE %EXCELLENT %GOOD %FAIR %POOR NURSING STAFF 328 76.5 21.0 2.4 0 DOCTORS’ VISIT 319 68.33 29.15 2.19 0.313 SATISFACTION CONSULTANT VISITS 331 64.95 32.32 2.41 0.302 HANDLING OF COMPLAINTS 313 64.8 30.03 3.83 0.95 SATISFACTION WITH TREATMENT 319 64.2 31.3 4.07 0.313 MAINTAINANCE 329 64.13 30.09 5.16 0.609 R.M.O 274 63.13 32.84 4.01 0 SHIFTING TO WARD 328 60.97 34.75 3.96 0.304
  11. 11. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital Kitchen Services Sample size= 322 39% 43% 14% 4% TasteFood %Excellent %Good %Fair %Poor Sample size= 320 52%40% 6% 2% HygieneFood %Excellent %Good %Fair %Poor
  12. 12. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital %Excellent %Good %Fair %Poor 44.86 42.136 10.39 2.59 Overall Kitchen Services
  13. 13. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital DISCHARGE SERVICES Sample size=293 %Excellent %Good %Fair %Poor 41.63 36.51 15.01 6.82
  14. 14. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital OVERALL STAY Sample size=326 0 5 10 15 20 25 30 35 40 45 50 %Excellent %Good %Fair %Poor %Excellent %Good %Fair %Poor OverallStay 47.85 46.01 5.21 0.92
  15. 15. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital Recommendation SAMPLE SIZE=250 74% 24% 2% %Will Recommend %May Recommend %Not Recommend
  16. 16. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital Comparative Analysis
  17. 17. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital Jun/10 Jul/10 51.2 56.42 45.1 38.92 3.04 4.28 0.5 0.35 OPD %EXCELLENT %GOOD %FAIR %POOR
  18. 18. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital Doctor Casualty Jun/10 Jul/10 62.7 66.3 34 32.31 2.86 1.360.4 0 %EXCELLENT %GOOD %FAIR %POOR
  19. 19. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital Jun/10 Jul/10 64 64.5 33.4 31.5 2.44 3.120 0.69 Nursing Staff Casualty %Excellent %Good %Fair %Poor
  20. 20. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital Jun/10 Jul/10 55.8 49.8 38.4 44.13 5.16 0.350.46 0.35 FRONT OFFICE BEHAVIOUR %EXCELLENT %GOOD %FAIR %POOR
  21. 21. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital Jun/10 Jul/10 45.2 50.2248.2 43.37 5.9 4.56 0.42 1.86 LAB SERVICES %Excellent %Good %Fair %Poor
  22. 22. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital Jun/10 Jul/10 61.7 70.43 33.9 27.97 4.3 1.61 0 0 RMO I.C.U %EXCELLENT %GOOD %FAIR %POOR
  23. 23. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital Jun/10 Jul/10 68.1 76.02 28.9 21.94 2.84 2.04 0 0 Nurse I.C.U %EXCELLENT %GOOD %FAIR %POOR
  24. 24. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital Jun/10 Jul/10 64.1 70.31 29.4 27.64 6.47 1.040 1.04 Staff I.C.U %EXCELLENT %GOOD %FAIR %POOR
  25. 25. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital Jun/10 Jul/10 67.6 76.92 28.2 23.07 4.11 00 0 Doctor I.C.U %EXCELLENT %GOOD %FAIR %POOR
  26. 26. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital Jun/10 Jul/10 56.6 60.97 38.8 34.75 3.01 3.961.5 0.304 Shift to Ward %EXCELLENT %GOOD %FAIR %POOR
  27. 27. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital Jun/10 Jul/10 64.7 64.95 32.5 32.32 2.29 2.41 0 0.302 Satisfaction with Consultant Visits %EXCELLENT %GOOD %FAIR %POOR
  28. 28. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital Jun/10 Jul/10 58.1 64.13 34.6 30.09 6.46 5.160.76 0.609 Maintainance %EXCELLENT %GOOD %FAIR %POOR
  29. 29. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital Jun/10 Jul/10 65.6 68.33 30.1 29.15 3.08 2.194 0.77 0.313 Doctors' Visit %EXCELLENT %GOOD %FAIR %POOR
  30. 30. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital Jun/10 Jul/10 61.7 63.13 35.2 32.84 2.6 4.010.43 0 RMO Ward %EXCELLENT %GOOD %FAIR %POOR
  31. 31. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital 0 10 20 30 40 50 60 70 80 Jun/10 Jul/10 PERCENTAGE Jun/10 Jul/10 %EXCELLENT 71.9 76.52 %GOOD 26 21.03 %FAIR 1.94 2.43 %POOR 0 0 Nurse Ward
  32. 32. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital 0 10 20 30 40 50 60 70 Jun/10 Jul/10 PERCENTAGE Jun/10 Jul/10 %EXCELLENT 60.3 64.85 %GOOD 34.6 30.03 %FAIR 4.28 3.83 %POOR 0.77 0.95 Handling of Complaints
  33. 33. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital Taste Food 0 5 10 15 20 25 30 35 40 45 50 Jun/10 Jul/10 39.8 39.13 46.2 42.85 12.78 13.66 0.75 4.34 %EXCELLENT %GOOD %FAIR %POOR
  34. 34. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital Hygiene Food 0 10 20 30 40 50 60 Jun/10 Jul/10 45.4 52.03 43.2 39.81 10.2 6.26 0.75 1.88 %EXCELLENT %GOOD %FAIR %POOR
  35. 35. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital Services Food 0 5 10 15 20 25 30 35 40 45 Jun/10 Jul/10 43.2 43.4344.3 43.75 11.27 11.25 0.75 1.56 %EXCELLENT %GOOD %FAIR %POOR
  36. 36. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital Jun/10 Jul/10 62.5 58.07 33.1 36.33 4.3 4.34 0 1.24 Behaviour of Staff %POOR %FAIR %GOOD %EXCELLENT
  37. 37. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital Jun/10 Jul/10 50 41.63 39.4 36.51 10.52 15.01 4.6 6.82 Discharge papers %Excellent %Good %Fair %Poor
  38. 38. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital Jun/10 Jul/10 75.3 74 23.1 23.6 1.5 2 Recommendation %WillRecommend %May Recommend %Not Recommend
  39. 39. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital Services that had negative impact on Recommendation& Satisfaction level Services that need improvement Reason (Supporting figures) Discharge services 8.37%decrease in customers who have rated it excellent& 2.22% increase in customers who found it poor. Front Office Behaviour 6 % decrease in customers rating it as excellent. Taste Of Food 3.59% increase in customers rating it poor & 0.67% decrease in customers rating it as excellent General Behaviour Staff 4.43% decrease in customers rating it as excellent & 1.24% increase in its rating as poor.
  40. 40. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital Services that have shown Improvement Service % Increase in Excellent rating % Decrease in Poor Rating Doctor I.C.U 9.32% 0 RMO I.C.U 8.73% 0 Nurse I.C.U 7.92% 0 Maintainance 6.03% 0.151% O.P.D 5.22% 0.15%
  41. 41. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital COMPLAINTS • Discharge procedure too long. • Gatekeeper creates problem when relatives come to meet the patient. • Doctors’ visit charges are too high. • Computer networks slow, customers have to wait for long at the counter. • Food services need to be improved . • Billing system is too slow. • Improvement should be there in lift services.”Have to go 10 times a day by stairs to the 6th floor. • No choices for food items.Food not good in taste. • Some persons at Billing department rude.
  42. 42. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital COMMENTS • “All is well” • “Nurses are very sweet.” • “May it flourish day & night and relieve the pain,both mental& physical,of all the people coming to this excellent hospital.” • “Nursing staff more than excellent.Really appreciable.” • “Staff is very courteous & helpful.”
  43. 43. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital SUGGESTIONS 1. • Mobile chargers should be available on all floors. 2. • Should consider middle class people also in case of rates. 3. • A T.V should be there in each ward 4. • Semi-cabin should be provided with intercom 5. • 2 separate Calling systems be placed in twin sharing rooms. 6. • Newspapers be available to patients
  44. 44. A SUPER SPECIALITY HOSPITAL & CANCER CENTRE A Blue Sapphire Healthcares Hospital CONCLUSION • This research,based on the data collected for 2 months, explains the factors that deeply affect the satisfaction level of customers. • It is clearly proved that a small change in any of the factors lead to appreciable alteration in the recommendation level. • Factors that are contributing to growth rate of the organisation = Doctors,nurses,Staff(esp. I.C.U),Maintainance. • Some growth limiting Factors= Discharge services, Taste of Food.

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