1. “STUDY OF PATIENT SATISFACTION LEVEL IN IPD”
Presented by—Matiun Nessa Hassan·, Regd. No.-156
·
Analysis and Findings
Simple random sampling was done as 200 patients were selected among the 359 pa-
tients. Out of 359 distributed questionnaires 200 completed questionnaires were col-
lected, resulting in 10% percent return rate and 33% could not answer due to personal
reasons and others were discarded as the form was not filled properly.
TABLE 1- Findings based on All The Services:-
Name of the services Satisfactory
Level
(%)
Unsatisfactory
Level
(%)
ADMISSION PROCEDURE
(SERVICE)
96 4
ACCOMMODATION SERVICE 80 20
EXAMINATION PROCEDURE
(SERVICE)
96 4
Laboratory Services 89 11
TMT, NCV, PFT, Color Doppler etc. 83 17
Radiology & Imaging Services. 85 15
CLINICAL SERVICE 97 3
NURSING SERVICE 96 4
FOOD & BEVERAGE SERVICE 73 27
GENERAL SERVICE 94 6
DISCHARGE PROCEDURE
(SERVICE)
88 12
Objective of the study
The main objective of the study was to assess satisfaction level of the patients
in the IPD of Kothari Medical Centre and the sub objective was :-
To study the overall satisfaction level of the patients admitted in Kothari
Medical Centre and their perception towards the facilities of the Hospital and
performance of staff and their behaviour.
Methodology
The study was based on questionnaire provided by the hospital, which gives a
brief of the services provided by the hospital. In pursuit of this goal, descriptive
cross-sectional research was conducted based on the provided Questionnaire tool
i.e. the Patient Feedback Form which were given to patient and was explained to
them and they were requested to fill it up so that the hospital can improve the ser-
vices for the patients benefit.
STATISTICAL TREATMENT METHOD:
The “SPSS” statistical package system was used to analyze the collected data
through the questionnaire. The following statistical methods were used:
Frequencies
Percentages
Average .
During the study the respondents reported that the best thing about
this hospital was the behaviour of Nurses, Staffs and Junior Doctors,
RMOs which received 40% of the total responses and consecutively
29%, 15%, 10% and 6% to Overall good services, Doctors/Consultants
Treatment, Cleanliness and good ambience and Others such as food
and maintenance respectively.
The dissatisfaction level of tenure on the questionnaire was nil which
was almost 39%. But the services where the respondents had objec-
tions were drinking water facility not good, food not palatable, wash-
room not cleaned properly, high charges for hospital services, admis-
sion/discharge procedure and others such as behaviour of staffs, phar-
macy, delay of doctors, service related problems and the percentage of
respondents to report about these were 10%, 17%, 8%, 5%, 8%, 13% .
RECOMMENDATIONS
The hospital needs to improve the quality of food which was served there. To overcome
this hurdle the hospital can elect a standard menu with while giving the liberty to patient to
choose the menu for them without compromising the quality of food.
Another recommendation was that the hospital should maintain the rooms and look at the
cleanliness of overall hospital. Hence a small request form should be introduced for every
patient in IPD during their stay where they can raise a ticket to meet their necessary eligible
demands.
In the Patient Feedback Form of the hospital some questions were repetitive and the
questions were confusing for the respondents at certain places so a new patient feedback
form was proposed in place of it which was eventually appreciated by the higher authority
0
20
40
60
80
100
96 94 88 80
96
73
97 86
Satisfactory
level (%)
