Problems being faced by Patients and staff in hospital


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Presented this research paper in the form of presentation at Chitkara university & MHA Training Group on 9th Nov 2013

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Problems being faced by Patients and staff in hospital

  1. 1. Problems faced by staff and patients in hospital Made by: Sandeep Singh ( B.Pharmacy . Cert. Medical Tourism , Cert.Internal Audit Training Program of NABH, Pg.Cert. Quality Management In Allopatic Clinics, MBA- Health Care Services Masters public health, Masters Hopsital Administration (pursing), International Fellowship On Health Technology Assessment (HTIC-IIT Madras In Collaboration with WHO India, NHSRC and QCI)
  2. 2. Introduction to Problems faced by Staff in Hospital
  3. 3.  Staffs are valuable assets to the medical profession.
  4. 4. Complaints, their outcomes and patient satisfaction are shared with the hospital staff through monthly and quarterly reports.  The main issues can be: • Staff is rude, arrogant, lazy and has a negative attitude. • A lack of care and compassion, such as staff not doing enough to ensure the patient is comfortable. • Staff not keeping patients well informed. • Inadequate response to requests or complaints. • Long waits before or between appointments, including delays in being moved between different departments. 
  5. 5. Need of the study: The researcher in this study proposes to explore the problems faced by patients and staff in hospitals.  Scope : In order to study the problems faced by patients and staff in a hospital, the researcher interacted with: The patients and staff of a few hospitals of Punjab; and The students (being patients and nurses) of Institut Canadien De Langue Francaise, Mohali, Punjab. 
  6. 6. 50 Patients 50 Staff Members 5 Top Management Personal Were included…
  7. 7. To study the problems faced by patients in a hospital.  To find out the problems faced by staff in a hospital.  To analyze the qualities of an ideal hospital.  To understand the problems faced by the relatives/people accompanying the patients in a hospital.  To examine the role of hospital administration in solving the problems being faced by patients and staff. 
  8. 8.  The Study includes staff with not more than 5 years of work experience.  The study also highlights that majority of hospital staff work overtime and are rewarded for the extra efforts that they put in. The overtime per week is more than 5 man hours and the main reason for such overtime is to help the organization and on superior order.  During the study it was found that the staff problems included problem of dissatisfaction with their pay scale.
  9. 9.  Majority of staff did not have problems relating to motivational programs provided in the organization.  It was found that, patient face long waiting hours, uncomfortable night stay provision, rough behavior of security and business like attitude of staff. According to the patients and there relatives provision for night stay was a major problem faced by patients.  The study showed that majority of respondents can afford their and their family’s medical expenses.
  10. 10.  It was found that ideal hospital should have qualities such as patient centric culture, quality consciousness, staff development and motivation, improved hospitality and trustworthiness of hospital regarding cost diagnosis and treatment.  Satisfaction level of the patient was found to be average. But still it can be said that the patients were not totally satisfied.  It was found that actual medical expenses of patients were more than the estimated figures.
  11. 11. During the study it was observed that a patient is attracted towards a hospital mainly because of the medical facilities. Friendly behaviour of staff, advance technology and reference from acquaintances also play an important role in selecting a hospital.  The study concluded that the professionalism in hospitals is not appropriate and as expected by patients.  It was found that a patient seeks an ideal hospital that has patient centric culture, quality consciousness, staff development and motivation, improved hospitality and trustworthiness with respect to cost, diagnosis and treatment. Hospitality and trustworthiness are two main qualities that a patient seeks in an ideal hospital. 
  12. 12. Conclusion     The health system in India is growing rapidly and need of hospital administrators in hospital is noticed from last few decades. Hospital as an organization helps towards the welfare of the patient. First and most important agenda of any hospital should be the health and comfort of the patient. But as mentioned below there are many issues which are been ignored. Long waiting criteria for patients is an example of bad administration. Business like attitude of staff towards the patient and also towards family members of the patient, without human touch is intolerable. Many organizations have hidden costs or added costs which brings black mark on the organization. Transparency is very important. Financial system should be transparent to the patient.
  13. 13.  The analysis leads to the following conclusion: Majority of middle class people reach hospital for treatment. The people were not satisfied with the hospital services. Marketing strategies does not put much impact on people to visit the hospital, rather, they are attracted due to medical facilities, technology being used or referred by friend or family.
  14. 14.  Estimate given by the hospital regarding expense, is often less than the actual expense which certainly finishes the people’s faith from that hospital.  Staff behaviour and hospitality in hospital is very unsatisfactory and needs to be improved. The people were very unsatisfied due to unprofessional staff.  Staff is not happy with the pay scale they are offered. On the other hand they were satisfied with their overtime rewards.
  15. 15. Recommendations:  The foremost step to be taken requires the following implementations: (a) improved hospitality; (b) best treatment at optimal cost; (c) staff development; (d) quality consciousness; and (e) patient centric culture.  Introduction of ombudsman or a regulator by the health ministry specifically for the hospitals should be established. This would help in improving the quality of the hospital in favor of community.  Administrator should maintain good relations with staff and the customers without compromising the quality.
  16. 16.  The patient and its accompanying persons, who are already in huge amount of stress, should not be disturbed more by rough behaviour of the staff. Sympathetic approach should be followed while handling the patients and their relatives.  TQM (total quality management) should be endorsed in healthcare organizations. Quality should be the first objective. TQM requires the involvement and combined efforts of management, staff and suppliers in order to meet or exceed customer expectations.  Research is needed to develop cultural competency training programs for hospital staff on patient care. Personality development program and other training programs should be encouraged for bettering managing the organization.