Hospital management project

1. A STUDY ON
PAITENT SATISFACTION IN OPD
VENUE - RABINDRANATH TAGOREINTERNATIONAL
INSTITUTE OF CARDIAC SCIENCE
FOR PARTIAL FULLFILLMEN T OF BBA (HOSPITAL MANAGEMENT)
FROM DINABANDHU ANDREWS I NSTITUTE OF TECHNOLOGY &
MANAGEMENT.
SUBMITTED BY:
NAME- MINAKSHI MAJUMDER
REGISTATIONNO-151541310013
RO LL NO-15403315013

4. ACKNOWLEDGEMENT
I am using this opportunity to express my gratitude to everyone who
supported me throughout the course of this training. I am thankful
for their aspiring guidance & friendly advice during my training &
the project work.
I express my warm thanks to MS. SANJUKTA NANDI
(PRINCIPAL MA’AM), MR. SUROJIT SARKAR (HOD of BHM),
MR. ABHIJEET SINHA ( INTERNAL GUIDE OF OUR COLLEGE),
MS MOUMITA ROY AKULI ( ASSISTANT PROFESSOR),
MS PAROMITA GHOSH( ASSISTANT COORDINATOR),
MS. RITA DAS ( OPD COORDINATOR), MS. JAYA DAS
(ASSISTANT OPD COORDINATOR) AND MS. ANUPRIYA ROY
(HR) for their support & guidance & all the faculties who provided me
with the facilities being required & conductive conditions for my
projects.
.
THANK YOU
MINAKSHI MAJUMDER
(HOSPITAL MANAGEMENT 6
TH
SEM)
---------------------------------------------------

5. DECLARATION
I do hereby declare that this project work “ A STUDY ON
OVERVIEW OF THE HOSPITAL “, at RABINDRANATH
TAGORE INTERNATIONAL INSTITUTE OF CARDIAC
SCIENCES HOSPITAL ( MUKUNDAPUR) at Kolkata for 3 months
( 4TH
JANUARY to 3RD
APRIL ), submitted by me in practical
fulfilment for the requirement of Bachelor Degree in Hospital
Management (BHM) from Dinabandhu Andrews Institute of
Technology and Management with the collaboration of West Bengal
University of Technology (WBUT) is the result of my original and
independent research work carried out under the supervision and
guidance from Dinabandhu Andrews Institute of Technology and
Management .
I further declare that this project work or any part of this has not
been submitted by me anywhere for the award of any degree or
other similar title before .
MINAKSHI MAJUMDER
(STUDENT OF HOSPITAL MANAGEMENT)
---------------------------------------------

6. EXECUTIVE SUMMARY
Introduction- The outpatient department is an important part of the overall running of
the hospital. Many patients are examined and given treatment as outpatients before
being admitted to the hospital at a later date as inpatients. When discharged, they may
attend the outpatient Clinics to follow up department.
Objectives- The objectives of the study are to understand the history, functioning &
workflow of the hospital, to observe the functioning of the Out-patient department, to
analyse the patient satisfaction survey, to identify the gaps and to recommend if any.
Broad Overview- My project based on “PATIENT SATISFCTION OF OPD”.
Patient satisfaction is an important and commonly used indicator for measuring the
quality in health care. Patient satisfaction affects clinical outcomes, patient retention,
and medical malpractice claims. It affects the timely, efficient, and patient-cantered
delivery of quality health care. The objective of patient satisfaction are Patient
satisfaction efforts need to shift away from simply “making patients happy” to
delivering individualized treatment to optimize care. Delivering the right thing for the
right patient when &where they need it.
Problem Identification- The problem of OPD area are lack of housekeeping staff,
public holiday not clearly display on the notice board, Prolonged waiting time in the
registration & billing counter, Delays for collection of laboratory specimens &
payments.
Recommendation- The recommendations of OPD are- the no. of housekeeping staff
should be increased, no of billing counter as well as billing staff should be recruited,
public holidays should be clearly displayed on the notice board.
Conclusion- The total no. of respondents was 200 & the total number of questions
were 5. So the total number of respondents were 1000. Among 1000 responses, 760
responses were satisfied and 240 responses were dissatisfied. This project took me
through the various phases of project development and gave me real insight into
the world of the hospital.

7. SERIAL NO TOPIC
1. HOSPITAL PROFILE
2. INTRODUCTION ABOUT
SPELIZALIZED
DEPARTMENT
3. REVIEW OF LITARATURE
4. OBJECTIVE
5. BROAD OVERVIEW
6. METHOLOGY
7. DATA COLLECTION &
INTERPITATION
8. PROBLEMS OF OPD AREA
9. RECOMMENDATION
10. CONSCLUSIONS
11.
BIBLIOGRAPHY
12.
ANNEXURE

9. HOSPITAL PROFILE
Rabindranath Tagore International Institute of Cardiac Sciences
(RTIICS) Kolkata is a multi-specialty hospital spread over 4 acres on
Eastern Metropolitan Bypass at Mukundapur. RTIICS, a unit of
Narayana Health has 14 fully equipped operation theatres and 3 state-of-
the-art Catheterization Laboratories with 24 hours facility.
In the last 14 years, RTIICS has performed over 24500 life-saving adult and
paediatric cardiac operations, 93000 cardiac Cath Lab procedures, 1500 Kidney
Transplants, 258000 dialysis and over 35600 multispecialty surgeries, including
joint replacements, minimally invasive surgeries, neurosurgeries and other
general surgeries. Over 80000 senior citizen club members and over 20000
patients received financial assistance through Guest Support Cell. A dedicated
team of renowned surgeons, specialist doctors, nurses, technicians and
paramedical staff with the most modern equipment and laboratory has made
RTIICS one of the leading hospitals of the Narayana Health group.
RTIICS comprises of 34 major clinical departments that cater to the people of West
Bengal and neighboring districts in Eastern India as well as the North Eastern states.
The hospital also has many international patients coming -in from Bangladesh,
Nepal, Bhutan, Africa and Myanmar for various treatments and returning home
with successful remedies.

10. Address-
Premises No: 1489, Mukundapur,, Postal Address 124, E M Bypass
Kolkata, West Bengal – 700099.
Email-
email.rtiics@narayanahealth.org
Helpline-
186-0208 0208
Emergency Number-
+91 9903 335544
Services & Facilities
Services
Consultation: Out-patient & In-patient 24/7
Emergency &Trauma
Pharmacy
Laboratory
Radiology
Facilities-
14 state-of-the-art OTs with 6 exclusively for cardiac surgeries 3
Cath Labs
160 Critical Care Beds (CCU) 28
bed Emergency Unit
Dialysis Services: 23 beds Dialysis Unit
NABL accredited laboratory
Speciality Clinics: Arthritis Clinic, Paediatric Growth Clinic

12. Narayana Health - A Pan-India Multispecialty Hospital
Group
2000 Year founded by Dr Devi Prasad Shetty
56 Healthcare facilities
31 Locations in India
1.97 Patients annually (in millions)
30+ Medical specialties
312 Daily average surgeries and procedures
11,650 Full-time employees and students
2,563 Full-time, consultant and student doctors

13. MEANING OF NH LOGO
NARAYANA in Sanskrit means the preserver of the
Universe which matches with the NH ethos of being
committed to the health of every life.
NH VALUES :
Values are represented by the acronym “I CARE” where
I stands for INNOVATION & EFFICIENCY
C stands for COMPASSIONATE CARE A
stands for ACCOUNTABILITY
R stands for RESPECT FOR ALL
E stands for EXCELLENCE

14. Positioned to serve a billion people Pan India
Footprint

15.  Established presence and strong brand recognition in two
geographical clusters in the southern state of Karnataka and
eastern India.
 Emerging presence in western and central India,
leveraging brand image and operational experience.
 23 multispecialty and superspeciality facilities with
4,858 operational beds providing tertiary care.
 8 superspeciality heart centres contained within
third-party hospitals.
 24 primary care facilities, including clinics and
information centres. 4 new hospitals being commissioned.

16. MISSION & VISION-
MOTTO - “Ethical Treatment with
Care” MISSION STATEMENT-
To help the average people reach the
best available standards of
Medicare. To facilitate Healthcare
specialists to utilize their skills in an
ethical and professionally oriented
healthcare environment.
GOAL STATEMENT – To provide quality health
care based on the best available standards within the
reach of every individual.
INTERNATIONAL PATIENTS
 VISA ASSISTANCE
 ACCOMMODATION FACILITIES LOCAL MOBILE NUMBER
 FREE DENTAL CONSULTATION
 IN HOUSE 24/7 INTERPRETATION SERVICES COMPLIMENTARY AIRPORT PICKUP&
DROP
 DEDICATEDRELATIONSHIPMANAGER&PATIENTCARE.
TRAVEL DESK.
AVAILABILITY OF INTERNATIONAL CHANNELS.

17. FLOOR DIRECTORY
RTIICS BUILDING
FLOOR PARTICULARS
GROUND FLOOR CARDIAC OPD,ECG,ECHO, EMERGENCY ,
TELE MEDICINE , SURGICAL OPD , EYE
OPD , HOLTER , TMT ROOM.
FIRST FLOOR ITU ( 4 , 5 ,6 ), O.T, CARDIAC DOCTOR - SURGEON
CHAMBER
SECOND FLOOR
RTIICS GENERAL WARD , SEMI
PRIVATE WARD

18. ACTC BUILDINGS-
FLOOR PARTICULARS
GROUND FLOOR New & Old OPD, Dietician room
FIRST FLOOR Academic unit, Office of Chief
medical Conference hall, OT
SECOND FLOOR Dialysis, Blood Bank, ITU- 4, 5, 6
THIRD FLOOR General ward, Private ward,
Linen store
FORTH FLOOR CSSD, Semi private ward, bio-
medical Microbiology
FIFTH FLOOR Cath-labs,CCU-23
SIXTH FLOOR ITU-7,8,9, Cardiac OT
SEVENTH FLOOR General ward, Housekeeping desk ,
ITU – 1, 2 , NICU, HDU , Duty
Doctors Room, Staff Refreshment
Room, Dept of Clinical Research
EIGHTH FLOOR Private , deluxe suit, Telephone
Operator ,Suit (2801)

19. INTRODUCTION ABOUT SPELIZALIZED
DEPARTMENT
The outpatient clinic of a hospital, also called an outpatient department provides
diagnosis and care for patients that do not need to stay overnight. The outpatient
department is an important part of the overall running of the hospital. Many patients are
examined and given treatment as outpatients before being admitted to the hospital at a
later date as inpatients. When discharged, they may attend the outpatient Clinics to
follow up department.
OBJECTIVES OF OPD-
1. Provision of general medical services to outpatients on
scheduled/unscheduled basis .
2. Family welfare Services , Counselling.
3. Health education.
4. Medical , nursing, & paramedical education.
IMPORTANCE OF OPD-
1. It also reduces the number of admissions to a hospital
to raise the threshold ofadmission.
2. It ensures that only those patients are admitted who really need inpatient care.
FUNCTION OF OPD-
1. To provide specialist diagnostic medical opinion to outpatients.
2. To treat patients on ambulatorybasis.
3. Screen patients for hospitalization.
4. Follow up treatment of discharged patients.

20. REVIEW OF LITERATURE
J Cutan Aesthet Surg . 2010 Sep-Dec 3(3) 151-155 Bhanu Prakash
Patient satisfaction is an important and commonly used indicator for measuring the quality in
health care. Patient satisfaction affects clinical outcomes, patient retention, and medical
malpractice claims. It affects the timely, efficient, and patient-centered delivery of quality
health care. Patient satisfaction is thus a proxy but a very effective indicator to measure the
success of doctors and hospitals. This article discusses as to how to ensure patient satisfaction in
dermatological practice.
Nettle man MD
Clinical Performance and Quality Health Care [01 Jan 1998, 6(1):33-
37]
The past decade has seen increased attention focused on patient satisfaction; however, there are
no universally accepted means of measuring patient satisfaction. A review of recent studies
reveals some interesting findings. Satisfaction has been shown to be related directly to patient
expectations; however, intuitive physician judgments about patient expectations may not
correlate with true expectations. Further, patient satisfaction may not correlate with the level of
clinical outcome. Recent advances have changed our understanding of this complex field.
Redmond GM , Sorrell JM
Outcomes Management for Nursing Practice [01 Apr 1999, 3(2):6772]
The purpose of this qualitative research study was to describe the lived experience and
satisfaction of 20 patients after discharge from two acute care rural hospitals. Issues
involved in measuring patient satisfaction are discussed in this article. Results of the
research are discussed within the themes of (1) knowledgeable watchfulness, (2) thoughtful
presencing, and (3) hospital: home and homeless. One pattern, nursing as a bridge, was
found throughout the interviews. The authors recommend incorporating qualitative
components in the study of patient satisfaction to capture the subtle, invisible ways that
nursing interventions can enhance patient satisfaction with quality health care.
Bell R , Krivich MJ , Boyd MS
Marketing Health Services [01 Jan 1997, 17(2):22-29]

21. The importance of maintaining high levels of patient satisfaction has been well researched
and thoroughly documented. Patient satisfaction can be measured, changed, controlled, and
managed effectively to aid in improvement quality.
Nevertheless, little research has been conducted to determine how patient satisfaction affects
quality or how satisfaction strategies affect patients' perceptions. The authors of this study view
patient satisfaction as a value-added component. They present a statistical process control-chart
method that can help implement and evaluate a CQI strategy for improving patient satisfaction.
The study illustrates how to measure patient satisfaction, create control charts, interpret the
results, and develop administrative applications aimed at fulfilling a CQI strategy.
Rashid Al-Abri Rashid Al-Abri* and Amine Al-Balushi Over
Over the past 20 years, patient satisfaction surveys have gained increasing attention as meaningful
and essential sources of information for identifying gaps and developing an effective action plan
for quality improvement in healthcare organizations. However, there are very few published
studies reporting of the improvements resulting from feedback information of patient satisfaction
surveys, and in most cases, these studies are contradictory in their findings. This article
investigates in-depth a number of research studies that critically discuss the relationship of
dependent and independent influential attributes towards overall patient satisfaction in addition
to its impact on the quality improvement process of healthcare organizations.

22. OBJECTIVE
 To understand the history, functioning & workflow of the hospital
To observe the functioning of the Out-patient department.
To analyse the patient satisfaction survey
To identify the gaps
To recommend if any.

23. INTRODUCTION-
BROAD OVERVIEW
Patient satisfaction is an important and commonly used indicator for measuring
the quality in health care. Patient satisfaction affects clinical outcomes, patient
retention, and medical malpractice claims. It affects the timely, efficient, and
patient-centered delivery of quality health care.
OBECTIVE-
The main objective of this paper is to share the findings on patients' satisfaction about
various components of out-door patient department (OPD) services. In this study, the
OPD is defined as the hospital's department where patients received diagnoses and/or
treatment but did not stay overnight.
DETERMINANTS OF PATIENT SATISFACTION-
In the increasingly competitive market of healthcare industries, healthcare
managers should focus on achieving high or excellent ratings of patient satisfaction
to improve the quality of service delivery; therefore, healthcare managers need to
characterize the factors influencing patient satisfaction which are used as a means
to assess the quality of healthcare delivery. In order to understand various factors
affecting patient satisfaction, researchers have explored various dimensions of the
perceived service quality, as meaningful and essential measures of patient
perception of healthcare quality. Kaneet et al. (1997) and Marley et al. stated that
measuring satisfaction should "incorporate dimensions of technical, interpersonal,
social, and moral aspects of care".2 Research of patient satisfaction in advanced as
well as developing countries has many common and some

24. unique variables and attributes that influence overall
patient satisfaction.
METHODOLOGY
TRAINING DURATION- 3/1/2018- 3/4/2018
TIMING- MONDAY TO SATURDAY 9 AM – 5 PM
DATA COLLECTION METHOD-
PRIMARY DATA-
A questionnaire had been formulated in order to collect the
primary data consisting of close ended questions & open ended
questions. Questionnaire was mainly objective types based on
outpatient departmentservices, waiting time,facilities, behavior ofthe
staff, & support services.
SECONDARY DATA-
The secondary data had been collected directly from the
hospital, with the help of hospital yearly records & other
reports.

25. TIME TAKEN FOR BILLING AND
REGISTRATION
140
60
SATISFIED DISATISFIED
TIMETAKENFORBILLING&REGISTRATION
30
70
SATISFIED DISATISFIED
DATA COLLECTION & INTERPITATION
 PERCENTAGE AND NUMBER OF PATIENT SATISFIED & DISSATISFIED
1. TIME TAKEN FOR BILLING & REGISTRATION
PATIENTS NUMBER PERCENTAGE
SATISFIED 140 70%
DISATISFIED 60 30%
TOTAL PATIENTS 200 100%
Comments- 140 patients were satisfied and 60 patients were dissatisfied in the
above chart of TIME TAKEN FOR BILLING AND REGISTRATION
Comments- 70% patients were satisfied and 30% patients were dissatisfied in the above chart of
TIME TAKEN FOR BILLING AND REGISTRATION

26. TIME TAKEN FOR DOCTOR’S
CONCULTATION
170
30
SATISFIED DISSATISFIED
TIME TAKENFOR DOCTOR’S CONCULTATION
15%
85%
SATISFIED DISSATISFIED
2.TIME TAKEN FOR DOCTOR’SCONCULTATION
PATIENTS NUMBER PERCENTAGE
SATISFIED 170 85%
DISATISFIED 30 15%
TOTAL PATIENTS 200 100%
Comments -As we can see from the above chart 170 patient were satisfied and 30
patients were dissatisfied that TIME TAKEN FOR DOCTOR’S CONCULTATION
Comments -As we can see from the above chart 85% patient were satisfied and 15%
patient were dissatisfied that TIME TAKEN FOR DOCTOR’S CONCULTATION

27. 3.TIME TAKEN FOR BLOODCOLLECTION
PATIENTS NUMBER PERCENTAGE
SATISFIED 180 90%
DISATISFIED 20 10%
TOTAL PATIENTS 200 100%
Comments -As we can see from the above chart 180 patient were satisfied and 20
patients were dissatisfied that TIME TAKEN FOR BLOOD COLLECTION.
Comments -As we can see from the above chart 90% patient were satisfied and 10%
patient were dissatisfied that TIME TAKEN FOR BLOOD COLLECTION.
TIME TAKEN FOR BLOOD
COLLECTION
180
20
SATISFIED DISATISFIED
TIMETAKENFORBLOODCOLLECTION
10%
90%
SATISFIED DISATISFIED

28. 4. COMMUNICATION SKILLS & BEHAVIOUR OF STAFFS
PATIENTS NUMBER PERCENTAGE
SATISFIED 120 60%
DISATISFIED 80 40%
TOTAL PATIENTS 200 100%
Comments -As we can see from the above chart 120 patient were satisfied and 80 patients were dissatisfied
that COMMUNICATION SKILLS &BEHAVIOUR OF STAFFS
Comments -As we can see from the above chart 60% patient were satisfied and 40% patient were
dissatisfied that COMMUNICATION SKILLS &BEHAVIOUR OF STAFFS.
COMMUNICATION SKILLS AND
STAFF BEHAVIOUR
120
80
SATISFIED DISATISFIED
COMMUNICATION SKILLS AND
BEHAVIOURS STAFFS
40%
60%
SATISFIED DISATISFIED

29. 5. CLEANILESS OF HOSPITAL
PATIENTS NUMBER PERCENTAGE
SATISFIED 150 75%
DISATISFIED 50 25%
TOTAL PATIENTS 200 100%
Comments -As we can see from the above chart 150 patient were satisfied and 50 patient were
dissatisfied that CLEANLINESS OF HOSPITALS.
Comments -As we can see from the above chart 75% patient were satisfied and 25% patient were
dissatisfied that CLEANLINESS OF HOSPITALS.
160
140
120
100
80
60
40
20
0
CLEANLINESS OF HOSPITALS
150
50
0 0
NUMBER
SATISFIED DISATISFIED
CLEANLINESS OF HOSPITALS
25%
75%
SATISFIED DISATISFIED

30. 6.TOTAL NO OF PAITENT SATISFACTIED & DISATISFIED –
PATIENTS NUMBER OF RESPONSE PERCENTAGE
NO OF SATISFIED PATIENTS 760 76%
NO OF DISSATISFIED PATIENTS 240 24%
TOTAL PATIENTS 1000 100%
COMMENTS-The total no. of respondents were 200 & the total number of questions were 5. So the
total number of respondents were 1000. Among 1000 responses, 760 responses were satisfied and240
responses were dissatisfied.
COMMENTS-The total no. of respondents were 200 & the total number of questions were 5. So the
total number of respondents were 100%. Among 100% responses, 76% responses were satisfied and
24% responses were dissatisfied.
NUMBER OF RESPONSES
760
240
NO OF SATISFIED PATIENTS NO OF DISSATISFIED PATIENTS
NUMBER OF RESPONSE
24%
76%
NO OF SATISFIED PATIENTS
NO OF DISSATISFIED PATIENTS

31. PROBLEMAREAOFOPD
 Prolonged waiting time in the registration &billing counter.
 There is lack of housekeeping staff.
 Public holiday not clearly display on the notice board.
 Delays for collection of laboratory specimens & payments.
 Lack of communications between the staffs.
 No separate female changing room near the procedure room.
 Parking space only available for doctors not patients.
 Lack of ophthalmologist and paediatric medicine doctor.
 There is no separate report deliverycounter.

32. RECOMMENDATIONS
 No of housekeeping staff should be increase.
 Female changing room should be situated near the procedure room.
 No of billing counter as well as billing staff should be recruited.
 There should be a specific report delivery counter.
 Toilets should be clean regularly.
 Parking space should be available for patients also.
 A door should be fix in front of ECG & ECHO area to control the traffic.
 There should be a few more ophthalmologist and paediatric medicine doctor.
 Public holidays & doctors on leave should be clearly displayed on the notice
board for the convenience of the patient.
 No of chairs in reception area should be increase.

33. CONCLUSION
It was a wonderful and learning experience for me while working on this project
This project took me through the various phases of project development and gave me
real insight into the world of the hospital. The joy of working and the thrill involved while
handling the various problems and challenges gave me the feel of the hospital industry.
It was due to this project I came to know how the hospital management
systems are designed and how the hospital works and the various procedures.
I enjoyed each and every bit of work I had put into this project.

34. BIBLIOGRAPHY
 HTTP://WWW.NARAYANAHEALTH.ORG
 Hekkert K.D., Cihangir S., Kleefstra S.M., Van den Berg B., Kool R.B. (2009), Patient satisfaction
revisited: a multilevel approach. Social Science & Medicine; 69:68-75.
 J Cutan Aesthet Surg. 2010 Sep-Dec 3(3) 151-155 Bhanu Prakash
 Nettleman MD
Clinical Performance and Quality Health Care [01 Jan 1998, 6(1):33-37]
 Redmond GM , Sorrell JM
Outcomes Management for Nursing Practice [01 Apr 1999, 3(2):67-72]
 Bell R , Krivich MJ , Boyd MS
Marketing Health Services [01 Jan 1997, 17(2):22-29]
 Rashid Al-Abri Rashid Al-Abri* and Amine Al-Balushi

35. ANNEXURE
SURVEYOFPAITENTSATISFACTIONOFRABINDRANATHTAGOREINTERNATIONAL
INSTITUTE OF CARDIACSCIENCE
1. TIME TAKEN FOR REGISTRATION &BILLING
 SATISFIED
 DISATISFIED
2. TIME TAKEN FOR DOCTOR’S CONSULTATION
 SATISFIED
 DISATISFIED
3. TIME TAKEN FOR BLOOD COLLECTION
 SATISFIED
 DISSATISFIED
4. COMMUNICATION / BEHAVIOUR OF STAFF
 SATISFIED
 DISSATISFIED
5. CLEANLINESS OF HOSPITAL
 SATISFIED
 DISSATISFIED
CONTACT NO.
EMAILID
VISIT DATE
SEX
AGE
NAME-

36. Signature for External Evaluator-
Signature for Internal Evaluator-