Patient Satisfaction Study at Aster Prime Hospital

1 | P a g e
ASTER PRIME HOSPITAL
HYDERABAD

2 | P a g e
PROJECT ON
“PATIENT SATISFACTION AT ASTER PRIME
HOSPITAL, HYDERABAD
Submitted by:-Ankur Ankit
BHM
NSHM COLLAGE OF MANAGEMENT AND TECHNOLOGY
RegistrationNo:-161491310013
Roll No:-14903316108

3 | P a g e
TO WHOM SOEVER IT MAY CONCERN
This is to certify that Mr.Ankur Ankit has completed his internship
in our organization on ‘patient satisfaction’in the department of ip services for
a period of 2 month i.e., from 1st july, 2018 to 30th aug,2018
During this period his conduct was good and satisfactory.
Fromasterprimehospital
S.Santhoshireddy
Asst.Generalmanager- HR

4 | P a g e
DECLARATION
I hereby declared that myself ANKUR ANKIT ,Reg no-161491310013, student of
hospital management, NSHM College of Management & Technology, Durgapur, West
Bengal prepared the project report on “Patient Satisfaction” in ASTER PRIME Super
specialty Hospital, HYDERABAD, in partial fulfilment of the requirements for the Bachelor
in Hospital Management, 2016-2019 by own self.
Ankur Ankit
Reg no:--161491310013
HOSPITAL MANAGEMENT
NSHM COLLEGE OF MANAGEMENT
&TECHNOLOGY
DURGAPUR, WEST BENGAL.
…………………….
Signature

5 | P a g e
ACKNOWLEDGEMENT
I take this opportunity to express my heartfull gratitude to who in spite of their
busy schedule has guided me throughout my endeavor to complete the project
by their tutory interaction with me & providing the materials as when required.
First of all I would like to thanks Dr.Satish Reddy (Chief Medical Director),
Ms.Santhoshy Reddy (Head HR), Ms. P.Sujatha (Asst. Manager HR) for
having faith on me and giving me the opportunity to observe different centre
sunder Third-Party-Administrator of Care Hospital, Hi-Tech City, Hyderabad.
I would like to take this opportunity to thanks my college (NSHM College of
Management &Technology, Durgapur), Dr. Niloy Sarkar our Honorable Dean,
Academics NCMT of NSHM College of Management & Technology,
Durgapur, for giving me the exposure to this hand on experience.
I express my sincere gratitude to my faculty guide Dr. Sudeshna Upadhyay
as Internal Guide and other faculty member of our department for their constant
monitoring of the project work & advice right form of the project to its final
shaping and completion. Their valuable & constructive suggestions are
immensely acknowledged.
Last but not the least, I am thankful to all the employee members of Care
Hospital, Hi-Tech City, Hyderabad.
NSHM ANKUR ANKIT
30TH SEPTEMBER 2018 BHM
SEMESTER:- 5TH

6 | P a g e
TABLE OF CONTENTS
Sl. no. Title page no.
1. INTRODUCTION 1-14
2. OBJECTIVE OF STUDY 14-15
3. LITERATURE REVIEW 15-16
4. NEED OF STUDY 16-21
5. RESEARCH METHODOLOGY 22-24
6. FINDING & ANALYSIS 25-34
7. RECOMMENDATION 35
8. SCOPE OF THE STUDY 36
9. CONCLUSION 39
10. REFRENCES 40

7 | P a g e
Hospital Profile
Prime Hospitals first opened its doors as a polyclinic, “Prime Clinics’’ in 2006 at Ameerpet,
Hyderabad, (Telengana) with just over 10 consultants. With cutting-edge approach, Prime
Clinics grew progressively leading to the establishment of Prime Hospitals, Ameerpet, its
first full-fledged 96-bed Multi- Specialty Hospital, in 2007. Following an increasing demand
for its quality healthcare services, Prime Hospitals further expanded to establish Prime
Hospitals, Kukatpally in 2009.
With the new tie-up Prime Hospitals has now become Aster Prime Hospitals. The new look
and a new name better reflects the community we serve. As Aster Prime Hospitals, we will
continue to provide the same excellent care that earned us the valuable trust of our patients
offering them better facilities with health care of International Standards, right here, within
their reach.
Aster Prime Hospital is private, full-fledged 250-bed multi-specialty hospital situated in the
strategic location of Ameerpet, Hyderabad.
As one of the pioneer corporate healthcare facilities in the state of Telangana, Aster Prime
Hospital has always been in the forefront offering healthcare services of International
standards right here at Hyderabad within the reach of its community.
With renowned expert and renowned doctors, state of the art medical infrastructure, Aster
Prime Hospital provide round-the-clock, prompt and accurate treatment to its patients.
As a leading healthcare provider, the hospital provides patients with the latest technological
innovations for diagnosis and treatment of the most acute clinical conditions. The Hospital
has trained staff including nurses; full time doctors and support staff to provide round the
clock personalized attention and care leading to faster recovery of patient.
SERVICES GIVEN:
 Cardiac Catheterisation
 Mitral/Heart Valve Replacement
 Aortic Aneurysm Surgery / Endovascular Repair
 Vascular Surgery
 Coronary Artery Bypass Grafting
 PCI (Percutaneous Coronary Interventions)
 Patent Ductus Arteriosus (PDA)
 Tetra logy of Fallout (TOF)
 Dextro-Transposition of the Great Arteries (DTGA)
 Dialysis
 Lab Dietetics

8 | P a g e
 High End Cath
 Highly Equipped ICUS
 Endoscopy
 ESWL & Urodynamics
 Magnetic Resonance Imaging ( MRI)
 Non Invasive Cardiac Lab
 Neuro Lab
 Painless Labour
 Physiotherapy
 Poly Trauma Services
 Radiology & Image logy
 Spiral CT Scan
 Ultra Modern Lab
 24/7 Ambulance
 24/7 Blood Bank
 24/7 Causality
 24/7 Lab & Diagnostic Services
 24/7 Intensives Coverage

9 | P a g e
Mission
TO provide ethical compassionate and affordable healthcare to all.
Vision
Treat the sick with passion and compassion encompassing all
peoples and advancements.
Values
P - Professional excellence
R – Responsible and rational behaviour
I – Integrity and honesty
M – Meticulousness
E – Empathy

10 | P a g e
Departments:
 Inpatient Department.
 Outpatient Department.
 Cardiology- Adult
 Cardiology-Paediatric.
 Dentistry.
 Dermatology.
 ENT
 Endocrinology.
 Gastroenterology.
 Gynaecology& Obstetrics.
 Medicine.
 Pathology.
 Psychiatry.
 Surgery.
 Urology
 Emergency.
DiagnosticServices:
 Biochemistry
 Serology
 Radiology
 Ultrasonography
 CT Scan
 MRI
 DEXA scan
 Non-invasive Cardiology
 Mammography and Bone Densitometry
 Doppler Studies
 ECG.
 Color Doppler.
LaboratoryServices:
 Clinical Pathology.
 Microbiology.
 Haematology.
 Histopathology.

11 | P a g e
Special Care Units:
 HDU
 CICU
 MICU
 NICU
 CTITU
24-hourServices:
 Admissions
 Blood Bank
 Emergency
 Pharmacy
 Radiology
 Ambulance
 Consultation: Out-patient & In-patient
INFRASTUCTURE OF ASTER PRIME HOSPITAL
Ground Floor:-
 Emergency room
 causality
 admission counter
 op pharmacy
 cash counter
 financial counselling
 it dept
 physiotherapy

12 | P a g e
1st
FLOOR:-
 1st
Floor OPD
 diagnostic
 radiology
 Canteen
2nd
FLOOR:-
 Billing dept
 2nd
general ward (13beds)
 Quality dept
 Conference hall
 OPD
 ECG,2D Echo ,TMT, NCS
 Endoscopy
3rd
FLOOR:-
 Deluxe block
 3rd
general ward (8beds)
 Dialysis
 Waiting hall
4th
FLOOR:-
 MICU-1
 MICU-2
 NICU
 VIP BLOCK
5th
FLOOR
 CICU
 CTICU
 CATH LAB
 OT
 POST OPERATIVE WARD

13 | P a g e
6th
FLOOR
 SINGLE & SHARING AC ROOM
7th
FLOOR
 HRD
 BLOOD BANK
 LAB
 G.M(OPERATIONS)
 MEDICAL superintendent
 ADMINISTRATOR
 MARKETING
8th
FLOOR:-
 MRD
OUR CONSULTING DOCTOR`S
Orthopaedics
1. Dr. Satish reddy
2. Dr. Srinivas rao
3. Dr. V.S. rabindranath
Neurology
1. Dr. B.S.V. Raju
2. Dr. Murli Krishna
3. Dr. Mahesh kumar
Cardiology
1. Dr. Raghu.C. (MBBS,DCH,DNB)
2. Dr. Chanakya kishore
3. Dr. Lanka Krishna

14 | P a g e
Cardiac Surgery
1. Dr.Vengal reddy. (MS, DNB, FRCS, Mch, DNB(CTVS),MNAMS)
Cardio VascularSurgery
1. Dr.Punith. (MBBS,DNB (Gen. Surg) M.Ch (MNAMS)
ChestMedicine/ Pulmonology
1.Dr. Raghukanth
2.Dr. Mahaboob Khan
Clinical Psychology
1. Dr.Jonsey Thomas. (MA, M.Phil.,Ph.D)
Dental
1. Dr.Ajay mohan
Dermatology
1. Dr.Indira
Diabetes
1. Dr.L. Sunandhini(MD,MRPCP,CCST)
ENT
1. Dr.Susmitha.B
2. Dr. RAJA SHEKHARAM
Gastroenterology
1. Dr.Hilal ahmed tali
Urology
1. Dr. Hidayatullah

15 | P a g e
Nephrology
1. Dr. Sudhakar .B
2. Dr. Rama
GeneralMedicine
1. Dr.K.Usha Rani
2. Dr. N.Y. Prasanth Chandra
3. Dr. L.Sunandhini
4. Dr.Raghuramulu
5. Dr.Rabindra kumar
Generalsurgeon
1. Dr. Srujan kumar
2. Dr.Sree kumar

16 | P a g e
INTRODUCTION
Two months’ Internship form a part of the course curriculum, providing a practical and first
hand exposure of the healthcare industry as the final year student. It is meant to be a
preparatory tool towards making a future as a health care leader who can manage, initiate
and innovate changes in this evolving sector of the Indian economy and provide it with
standards that are accepted as the best internationally.
I consider myself to be fortunate to have got this exposure in the largest corporate Hospital
of the country, boasting a successful standing. The learning that I extracted from the
experience not only enriched me in terms of providing knowledge as to how a Corporate
Hospital runs but also gave me insights into my own selves, imparting priceless lessons of
patience, dedication and importance of good communication.
I have also done a study On Analysis of IPD Services and Related Processes and Procedures
at a Hospital.
Operational definitions
Patient satisfaction - The degree to which the individual perceives health
care service provided by nurses in selected department as useful, effective or
beneficial as measured by using Patient Satisfaction With Nursing Care Quality
Questionnaire [PSNCQQ]
Patient satisfaction is one of the important goals of any health system, but it is difficult to
measure the satisfaction and gauze responsiveness of health systems as not only the clinical
but also the non-clinical outcomes of care do influence the customer satisfaction. Patients'
perceptions about health care systems seem to have been largely ignored by health care
managers in developing countries. Patient satisfaction depends up on many factors such as:
Quality of clinical services provided, availability of medicine, behaviour of doctors and other
health staff, cost of services, hospital infrastructure, physical comfort, emotional support, and
respect for patient preferences. Mismatch between patient expectation and the service
received is related to decreased satisfaction. Therefore, assessing patient perspectives gives
them a voice, which can make public health services more responsive to people's needs and
expectations.

17 | P a g e
It provides the chance to health care Patients' feedback is necessary to identify problems that
need to be resolved in improving the health services. Even if they still do not use this
information systematically to improve care delivery and services, this type of feedback
triggers a real interest that can lead to a change in their culture and in their perception of
patients.
Patient
Patient is a person who is ill or is undergoing treatment for disease. There is considerable
debate regarding the appropriate use of this term. In some institutional settings it is not used
because it is thought to denote a dependent relationship on the part of the person undergoing
treatment. The words client, resident, and at times guest can also be used to refer to a person
receiving treatment.
P’s rights those rights attributed to a person seeking health care. In 1973 the American
Hospital Association approved a statement called the “Patient's Bill of Rights,” regarding a
patient's rights during hospitalization.
In general, the rights of a patient are concerned with the patient being fully informed about
his or her illness, the diagnostic and therapeutic measures anticipated, and the written records
of the care received. The patient has the right to considerate and respectful care, delivered in
response to a request for services and in a manner that provides continuity of care. In regard
to payment for services, the patient has the right to examine and receive an explanation of the
bill regardless of source of payment.
Concept of Satisfaction
Satisfaction is an important element in the evaluation stage. It refers to the consumers’ state
of being adequately rewarded. Adequacy of satisfaction is a result of matching the actual past
experience with the expected reward. Patient form certain expectations prior to the visit.
Once patient come to the hospital and experience the facilities, they may then become either
satisfied or dissatisfied. Satisfaction or dissatisfaction refers to emotional response to the
evaluation of service, consumption, experience. It will have five key elements. They are:

18 | P a g e
 Expectations: The seeds of patient satisfaction are sowed during the pre-purchase phase
when consumers develop expectations or beliefs about what they expect to receive from
the product. These expectations are carried forward and again activated at the time of
reusing.
 Performance: During the usage of services the patients experience the actual product in
use and perceive its performance on the dimensions that are important to us.
 Comparison: It will be done after usage with pre-usage expectations.
 Confirmation/Disconfirmation: Comparison of expectations with actual performance
results in satisfaction or dissatisfaction.
 Discrepancy: If the performance levels are not equal, discrepancy results.
Difficulties in defining Patient Satisfaction
It will not be wrong to state that there is no agreed definition of the concept of Patient
Satisfaction. This may be because “Satisfaction” is multi-dimensional.
Consumer councils worldwide have defined seven consumer principles to access the multi-
dimensional nature of satisfaction, via.
1. Access
2. Choice
3. Information
4. Redress
5. Safety
6. Value for Money
7. Equity
However, Patient Satisfaction studies fail to focus on addressing questions specifically related
to healthcare like
1. Safety
2. Psychological problems
3. Outcome of treatment
4. Patient Choice.

19 | P a g e
Benefits of patient satisfaction survey:
Customer satisfaction surveys are very important to marketer because it is a significant
determinant of repeat sales, positive word-of-mouth, and consumer loyalty. Customer
satisfaction is very important for marketer as 1% increase in customer satisfaction can lead to
3% increase in market capitalization. It has been observed that it costs three to four times
money to acquire new customer than to make repeat sales to an existing one.
 To estimate present level of the quality of services and medical facilities.
 This helps to improve further services and facilities that are not up to the mark.
 Efforts made to find out the views of the service users through patient satisfaction surveys
even help to develop quality initiatives in many practices.
 It often helps to provide salient information for clinics and hospitals seeking to develop
service provision (often it is the only method of finding out information on sensitive
issues)
DEALING WITH PATIENT COMPLAINTS
When Patient contact hospital to complain about a product or service received, it can be a
blessing in disguise. For every person who complains, there can be hundreds who do not
bother to complain but who also spread negative comments about the hospital.
 In situations where customer complaints occur, the complaint must be dealt with
immediately and the cause of the complaint rectified. Some hospitals are not concerned
with quality and often ignore complaints or deal with them dishonestly. Seeking customer
satisfaction benefits a hospital in the long run.
FIVE ASPECTS OF CUSTOMER SATISFACTION
1. Technical dimension(clinical practices and procedures):
-up care is the norm, not the exception.

20 | P a g e
2. Structural dimension(financing procedures and policy):
—patients,
family members and community citizens.
3. Interpersonal and psychological climate dimension:
4. Leadership and management dimension:
capable of assessing their own progress and experiences.
provider’s initial thinking about his or her own best interests).
5. Cultural dimension:
ortive of the community.
balance.
ENSURING CUSTOMER SATISFACTION AND ESTABLISHING GOOD
PRACTICE
Patients are the foundation of our medical practice. It is very obvious that they must be
satisfied. Do we always succeed?

21 | P a g e
Dynamics of medical practice today
Patient as a customer
Medical practice business activity as:
 Health care as one of the largest service sector industry
 Huge capital investments- expected returns
 Drivers: technology, health regulations, health insurance, CPA, standard of living,
influence of media, internet
 Customer – service provider
 Customer is the king
Patient satisfaction pays
 Greater profitability.
 Improved patient retention and patient loyalty.
 Increased patient referrals.
 Improved compliance.
 Improved productivity.
 Better staff morale.
 Patient satisfaction pays
 Reduced staff turnover.
 Improved collections.
 Greater efficiency.
 Reduced risk of malpractice suit
 Personal and professional fulfillment

22 | P a g e
The process of ensuring patient satisfaction
Patient Satisfaction = Clinical Quality + Service Quality
Quality
It is defined as an inherent and distinctive attribute of a product or service. Common
measures of quality are still structural measures - The condition of physical structure, floor
space per bed, facilities for emergency power and lighting in operating rooms, inspection and
cleaning of air intake sources, facilities for disposal of infectious waste, fire control and many
more. Additional standards for facilities and equipment have been established by the Joint
Commission on Accreditation of the Hospitals and by state licensing boards, etc. These
measures are concerned with personnel staffing pattern, educational background of the
personnel, safety and cleanliness of facilities and equipment.
Patient satisfaction benchmarking
People involved with a relatively large hospital may have already put into place a patient
satisfaction tracking mechanism. If not, chances are that they have at least thought about such
a survey. Regardless of whether they currently are monitoring their patients’ satisfaction, it is
important to note that a patient satisfaction tracking program, by itself, will not give them a
full picture of satisfaction in the marketplace.
One excellent way to benchmark is to periodicallytouch base with your competitors’ patients.
A random survey of the market will reach these patients. Many people use their extensive
network to find from people who recently have been in the hospital and to ask them
about their experiences.

23 | P a g e
OBJECTIVES
Healthcare institutions are primarily patient centric. Patient satisfaction is the strongest
determinant of hospital functioning. Ultimate goal of the hospital is satisfaction of its
customers. Not only to satisfy and care for patients & families, but also a positive outcome
for your staff, your community and your organization’s health. Patient satisfaction depends
on workers motivation, dedication and duty towards the patient.
 The main objective of the study is to find out the level of patient satisfaction of both
out-patient and in patient department of the hospital.
There are more other objectives which are following below:
 To examine patient satisfaction with and recommendation of a hospital, with a special
focus on the correlation of these measures to patient ratings of interpersonal and technical
performance of the hospital.
 To assess the patient satisfaction with quality of Nursing Care.
 To identify relationship between satisfaction of patient with selected variables.
 To study the different factors affecting patient satisfaction.
 To increase the knowledge about medical science, to increase the awareness of
professional fallibility and diagnostic uncertainty of patients, and it’s influences on
health.
 To suggest measures for improvement of services leading to better patient satisfaction..
 To identify the problems and suggest recommendations with a view to improve further
the prevailing system of the hospital.
 Makes such awareness about the job and the working field
 To find out the effectiveness of various personnel policies & practices.
 Review of the current state of the company and recommendations to increase
effectiveness and reduce costs.

24 | P a g e
METHODOLOGY
STUDY APPROACH
Descriptive Survey approach is used for present the study.
SAMPLE TECHNIQUE
consecutive/ purposive sampling.
SCOPE OF THE STUDY
In the present study an attempt has been made to know the about the hospital, how does the
hospital run and mostly the information about the hospital.
 The scope of the study confined to ASTER PRIME hospital only.
 In the present study focus is on the managerial cadre employees & HIS (hospital
information system).
 To know about various departments of the hospital.
STUDY TOOLS
The entire method for data collection was based on observation and through enquiries
generated from time to time. Data was assimilated using the Microsoft Word Software.
The entire internal and the external data about the hospital also collected from the website
such as-
www.google.co.in, www.wikipedia.org
SOURCES OF SUBJECTS
Since the diagnostic and treatment procedures might vary significantly among different
disease, we should select patient with certain diagnosis/ procedures for the study. After
consulting medical professionals and considering the prevalence of the diagnoses for case
collection, we can choose to medical diagnosis, Stroke and Diabetes mellitus(DM), and two
surgical procedures, Caesarean section(C/S) and Appendectomy, as our study conditions.

25 | P a g e
QUESTIONNAIRE DESIGN:
A structured questionnaire was designed to examine several aspects of hospital care including
out-of pocket payment, medical and nursing care, and post acute care utilization, etc.
STAISTICAL ANALYSIS
a)One way ANOVA was used in the study to examine the association between the categorical
variables, such as level of satisfaction or recommendation, and continuous scores such as
patient rating of hospital performances.
b)Spearman correlation analysis was used to test the association between rank scores.
c)Multiple logistic regression models were employed to examine the effects of interpersonal
and technical aspects of patient ratings on dichotomized categories of satisfaction and
recommendation.
d)Standardised regression coefficients were used to compare the magnitude of the effects.
The analysis were performed by using the SAS system version 8.0 .

26 | P a g e
Figure No .1
Interpretation:
The above Table shows that 26% of respondents are highly satisfied, 29% are satisfied, 31% have no opinion,
14% are dissatisfied regarding feedback for all service in IPD at ASTER PRIMR Hospital.
0
5
10
15
20
25
30
35
Excellent Good Average Poor
26
29
31
14
FEEDBACK
Excellent 26
Good 29
Average 31
Poor 14

27 | P a g e
Data analysis and observations
TABLE -2
Perception of respondents on price for registration:
Attributes No. of Respondents Percentage
HIGHLY SATISFIED 6 12%
SATISFIED 32 64%
NO OPINION 10 20%
DISSATISFIED 2 4%
HIGHLY DISSATISFIED 0 4%
TOTAL 50 100
Figure No.2
Interpretation:
4% are dissatisfied regarding Price for Registration at ASTER PRIME Hospital.
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%

28 | P a g e
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
HIGHLY
SATISFIED
SATISFIED NO OPINION DISSATISFIED HIGHLY
DISSATISFIED
TABLE -3
Respondent’s perception on consultation fee for doctors:
SATISFIED 25 49%
NO OPINION 8 16%
DISSATISFIED 4 8%
TOTAL 50 100
Figure No.3
Interpretation:
8% are dissatisfied and 8% are highly dissatisfied about the Consultation fee for Doctors at ASTER PRIME
Hospital.

29 | P a g e
TABLE -4
Perception of respondents on price of medicines:
SATISFIED 21 64%
NO OPINION 18 20%
DISSATISFIED 5 4%
TOTAL 50 100
Figure No.4
Interpretation:
The above Table shows 12% of respondents are highly satisfied, 42% are satisfied, 36% have no opinion, 10%
are dissatisfied with the Price for Medicines at ASTER PRIMRE Hospital.
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%

30 | P a g e
TABLE -5
Perception of respondents on price for investigation:
SATISFIED 14 28%
NO OPINION 16 32%
DISSATISFIED 9 18%
TOTAL 50 100
Figure No.5
Interpretation:
The above Table shows that 14% are highly satisfied, 28% are satisfied, 32% having no opinion,18% are
dissatisfied and 8% are highly dissatisfied with Prices for Investigation at ASTER PRIME Hospital.
0%
5%
10%
15%
20%
25%
30%
35%

31 | P a g e
TABLE – 6
Overall perception of respondents about price for services:
SATISFIED 26 52%
NO OPINION 10 20%
DISSATISFIED 7 14%
TOTAL 50 100
Figure No.6
Interpretation:
The above Table shows that 14% are highly satisfied, 52% are satisfied, 20% having no opinion,14% are
dissatisfied and no one is highly dissatisfied with Prices for service at ASTER PRIME Hospital.
0%
10%
20%
30%
40%
50%
60%
HIGHLY
SATISFIED
SATISFIED NO OPINION DISSATISFIED HIGHLY
DISSATISFIED

32 | P a g e
0%
10%
20%
30%
40%
50%
60%
VERY CO-OPERATIVE CO-OPERATIVE NOT-CO-OPERATIVE
TABLE - 7
IPD Staffs co-operative:
VERY CO-OPERATIVE 24 48%
CO-OPERATIVE 26 52%
NOT-CO-OPERATIVE 0 0%
TOTAL 50 100
Interpretation:
The above Table shows that 48% Respondents said that OPD staffs are Very Cooperative, 52% said that they
are Co-Operative and 0% is Not Co-Operative at ASTER PRIME Hospital.

33 | P a g e
TABLE - 8
Concerned department accessible:
VERY EASY 19 38%
EASY 28 56%
NOT EASY 3 6%
TOTAL 50 100
Figure No.8
Interpretation:
The above Table shows that 38% of Respondents are Very Easily accessed concerned Departments, 56 % of
them easily accessed and 6% of them did not easily accessed concerned Departments at ASTER PRIME
Hospital.
0%
10%
20%
30%
40%
50%
60%
VERY EASY EASY NOT EASY

34 | P a g e
0%
10%
20%
30%
40%
50%
60%
VERY CO-OPERATIVE CO-OPERATIVE NOT-CO-OPERATIVE
TABLE -9
Co-operation of respective department’s secretaries:
VERY CO-OPERATIVE 23 46%
CO-OPERATIVE 24 48%
NOT-CO-OPERATIVE 3 6%
TOTAL 50 100
Interpretation:
The above Table shows that 46% of the Respondents Respective Department Secretaries are Very Cooperative,
48% are Co-Operative and 6% are Not Corporative at ASTER PRIME Hospital

35 | P a g e
33%
61%
6%
0%
10%
20%
30%
40%
50%
60%
70%
STRONGLY AGREE AGREE DISAGREE
SECRETARIESCOMMUNICATING NECESSARY
INFORMATION
STRONGLY AGREE
AGREE
DISAGREE
TABLE – 10
Secretaries communicating the necessary information:
STRONGLY AGREE 17 33%
AGREE 31 61%
DISAGREE 3 6%
TOTAL 50 100
Figure No.10
Interpretation: The above table shows that 33% of the Respondents Strongly agrees,61% Agrees that the
Secretaries communicating necessary information and 6% disagree at ASTER PRIME Hospital.

36 | P a g e
TABLE - 11
Perception of respondents about drinking water & toilet facilities:
EXCELLENT 13 26%
GOOD 19 38%
NO OPINION 9 18%
POOR 4 8%
VERY POOR 5 10%
TOTAL 50 100
Figure No.11
Interpretation:
The above Table shows that 26% of Respondents are highly Satisfied with the drinking and toilet facilities,
38% are satisfied, 18% are having no opinion,8% marked poor and 10%are highly dissatisfied regarding
drinking water and toilet facilities at ASTER PRIME Hospital.
0%
5%
10%
15%
20%
25%
30%
35%
40%
EXCELLENT GOOD NO OPINION POOR VERY POOR

37 | P a g e
TABLE – 12
Perception of respondents about wheel chair & stretchers:
EXCELLENT 11 22%
GOOD 24 48%
NO OPINION 11 22%
POOR 4 8%
VERY POOR 0 0%
TOTAL 50 100
Figure No.12
Interpretation:
The above Table shows that 22% of Respondents are happy with the wheel chair facility, 48% are satisfied, 22%
are having no opinion and 8% are dissatisfied.
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
EXCELLENT GOOD NO OPINION POOR VERY POOR

38 | P a g e
RECOMMENDATION
 To examine patient satisfaction with and recommendation
of a hospital, with a special focus on the correlation of these
measures to patient ratings of interpersonal and technical
performance of the hospital. Design.
 Background Patient satisfaction and experiences are
important parts of healthcare quality, but patient
expectations are seldom included in quality assessments.
 A general trend towards positive patient-reported
evaluations of hospitals could be taken as a sign that most
patients form a homogeneous, reasonably pleased group,
and consequently that there is little need for quality
improvement.

39 | P a g e
CONCLUSION
Patient satisfaction is the essential indicator that reflects service quality at any level of health
service. The study on the patient satisfaction is an effective mean of evaluating the
performance of hospital from the view of the patient. The information obtained through this
type of studies is valuable to remove discrepancies which are distorting.
Patient attending each hospital are responsible for spreading the good image of the hospital
and therefore satisfaction of patient attending the hospital is equally important for hospital
management. Studies about IPD services have elicited problem like nursing care, cleanliness
of ward or room, cleanliness of washroom, behaviour of staff, quality and quantity of food
and discharge process and admission etc. The information obtained through this type of
studies remove discrepancies which are distorting the patient’s satisfaction so as to make
hospital and IPD services more attractive for the patients.
After survey and data analysis of In-Patient services following conclusion were derived:

40 | P a g e
1) The overall performance of the doctor is satisfactory.
2) Some patients have to wait to get bed in the hospital.
3) Overall behaviour of hospital staff is good and friendly.
4) Nursing care of the hospital is very much satisfactory, still there is a scope for
improvement.
5) Cleanliness of ward/room is good and patients are satisfied with it.
6) Some of patient was not satisfied to diet which was provided by hospital.
7) In some time waiting hours for discharge caused patient dissatisfaction.
8) Overall outcome of patient treatment is found to be excellent.
9) Most of patient would like to recommend this hospital to other and also would like to
come for future health care.
Patient satisfaction assessment should be regular assignment of all hospital, continues effort
should be made by the hospital administrative to improve certain area in the service based on
satisfaction level of the dimensions in this patient satisfaction study. Overall improve in
facilities and environment, customer service quality and the effect of committed work force
were reflected by the improved level of patient satisfaction.
REFRENCES
I. http://www.google.com
II. http://www.asterprimr.com
III. https://catalyst.nejm.org/patient-satisfaction-surveys

Patient Satisfaction Study at Aster Prime Hospital

Recommended

Recommended

More Related Content

What's hot

What's hot (20)

Similar to Patient Satisfaction Study at Aster Prime Hospital

Similar to Patient Satisfaction Study at Aster Prime Hospital (20)

Recently uploaded

Recently uploaded (20)

Patient Satisfaction Study at Aster Prime Hospital