Pt. satisfaction -ppt. (2)

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Pt. satisfaction -ppt. (2)

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

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