QUALITY OF SERVICE PROVIDED BY AVHIETA HOSPITAL

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Quality Service provided by Avhieta Hospital
Submitting in partial fulfilment of the requirements of
Bangalore University for the award of the Degree of
BACHELOR OF BUSINESS ADMINISTRATION
By
MOSSES J ARAKKAL
15MG1H239
Under the Guidance of
Prof. AJAI ABRAHAM
KRISTU JAYANTI COLLEGE (AUTONOMOUS)
K.NARAYANAPURA, KOTHANUR POST
BANGALORE – 560077
2017-2018

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CERTIFICATE FROM GUIDE
This is to certify that the project work titled “QUALITY OF SERVICE PROVIDED BY
AVHIETA HOSPITAL” is based on an original study conducted by MOSSES J
ARAKKAL (Reg.No.15MG1A404) of 6th Semester Bachelor of Business Administration
under my guidance.
This project work has not formed the basis for the award of any degree/diploma by Bangalore
University or any other universities.
Place: Prof. Ajai Abraham
Date: Name of the Guide

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CERTIFICATE FROM COLLEGE
This is to certify that project work titled “QUALITY OF SERVICE PROVIDED BY
AVHIETA HOSPITAL”, is based on an original project study conducted by RENJAN
VARGHESE KURUVILLA (Registered Number. 15MG1A404) of 6th Semester BBA
under the guidance of Prof. Ajai Abraham.
This project work is based on original and has not formed the basis for the award of any
degree/diploma by Bangalore University or any other University.
Head of the Department Principal
Place: Place:
Date: Date:

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Student Declaration
I, RENJAN VARGHESE KURUVILLA, hereby declare that this project work titled
“QUALITY OF SERVICE PROVIDED BY AVIHETA HOSPITAL” is a record of
independent work carried by me, towards the partial fulfilment of requirements for BBA
course at Kristu Jayanti College (AUTONOMOUS). This has not been submitted in part or
full towards any other degree.
This has not been submitted for the purpose of any award or degree/diploma from Bangalore
University or any other Universities.
Place: BANGALORE
Date:
Reg. No: 15MG1A404 RENJAN VARGHESE KURUVILLA

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Acknowledgment
At the very outset, I take this opportunity to thank FT. JOSEKUTTY.P.D, principal, Kristu
Jayanti College (AUTONOMOUS), Bangalore, for providing me with the academic support.
I express my sincere regards and gratitude for every individual linked with my project work
till here.
One such person to whom I am extremely thankful is Prof. Ajai Abraham, lecturer of Kristu
Jayanti College (AUTONOMOUS), Bangalore, who has guided me for the whole semester
whose inspiring words made me put in all I had to offer. His continuous guidance and
suggestions are the cardinal aspects that have ultimately led me to see this fruitful end.
Another one such person to whom I am extremely thankful to the Administrator of
AVHIETA HOSPITAL, KOTHANUR, who has given me the golden opportunities along
with his suggestions and advices to complete this project successfully.
Finally, express my sincere gratitude to my family, friends and well-wishers who helped me
to do this project.
Place: Bangalore
Date: RENJAN VARGHESE KURUVILLA

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TABLE OF CONTENT:
Sl.no Contents Page.no
01 Introduction
02 Subject Definitions
03 Industry Profile
04 Company Profile
05 Research Design
06 Data Analysis and Interpretation
07 Findings and Recommendations
08 Conclusion
Appendices
Bibliography

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LIST OF TABLES
S.NO. VARIABLES PG.NO.
1. Gender of patients
2. Occupation of patients
3. Service given by the hospital
4. Respond given by nurses
5. Respond given by doctors
6. Treatment value of the hospital
7. Technology used in the hospital
8. Hospital check-up
9. Expired medicine in the health care
10. Language barrier in the hospital
11. Facilities in the hospital
12. False report in the hospital
13. Nurses doing their duty
14. Wrong treatment in the hospital
15. Specialisation of security and CCTV in the hospital
16. Difficulties in the hospital
17. Patients response in the hospital
18. Medical script given by doctors
19. Doctors check-up

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LIST OF GRAPHS
S.NO. VARIABLES PG.NO.
1. Gender of patients
2. Occupation of patients
3. Service given by the hospital
4. Respond given by nurses
5. Respond given by doctors
6. Treatment value of the hospital
7. Technology used in the hospital
8. Hospital check-up
9. Expired medicine in the health care
10. Language barrier in the hospital
11. Facilities in the hospital
12. False report in the hospital
13. Nurses doing their duty
14. Wrong treatment in the hospital
15. Specialisation of security and CCTV in the hospital
16. Difficulties in the hospital
17. Patients response in the hospital
18. Medical script given by doctors
19. Doctors check-up

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CHAPTER-1
Introduction
Health care quality is the degree to which health care services for individuals and populations
increase the likelihood of desired health outcomes. Quality of care plays an important role in
describing the iron triangle of health care, which defines the intricate relationships between
quality, cost, and accessibility of health care within a community. Researchers measure
health care quality to identify problems caused by overuse, underuse, or misuse of health
resources. In 1999, the Institute of Medicine released six domains to measure and describe
quality of care in health.
1. Safe – avoiding injuries to patients from care that is intended to help them.
2. Effective – avoiding overuse and misuse of care.
3. Patient-Centered – providing care that is unique to a patient's needs.
4. Timely – reducing wait times and harmful delays for patients and providers.
5. Efficient – avoiding waste of equipment, supplies, ideas and energy.
6. Equitable – providing care that does not vary across intrinsic personal characteristics.
Health care quality is a level of value provided by any health care resource, as determined by
some measurement. As with quality in other fields, it is an assessment of whether something
is good enough and whether it is suitable for its purpose. The goal of health care is to provide
medical resources of high quality to all who need them; that is, to ensure good quality of life,
to cure illnesses when possible, to extend life expectancy, and so on. Researchers use a
variety of quality measures to attempt to determine health care quality, including counts of a
therapy's reduction or lessening of diseases identified by medical diagnosis, a decrease in the
number of risk factors which people have following preventive care, or a survey of health
indicators in a population who are accessing certain kinds of care.

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CHAPTER-2
Subject Definitions
Marketing is the study and management of exchange relationships. Marketing is used to
create, keep, and satisfy the customers. With the customers as the focus of its activities, it
can be concluded that Marketing is one of the premier components of Business Management
– the outer being Innovation.
Definition
Marketing is defines by the American Marketing Association as “the activity, set of
institutions, and processes for creating, communicating, delivering, and exchanging offerings
that have value for customers, clients, partners, and society at large”. The term developed
from the original meaning which referred literally to going to market with goods for sale.
From a sales process engineering perspective, marketing is “a set of processes that are
interconnected and interdependent with other functions” of a business aimed at achieving
customer interest and satisfaction.
The Chartered Institute of Marketing defines marketing as “the management process
responsible for identifying, anticipating and satisfying customer requirements profitably”. A
similar concept is the value-based marketing which states the role of marketing to contribute
to increasing shareholder value. In this context, marketing can be defined as “the
management process that seeks to maximise returns to shareholders by developing
relationships with valued customers and creating a competitive advantage”.
Marketing practice tended to be seen as a creative industry in the past, which included
advertising, distribution and selling. However, because the academic study of marketing
makes extensive use of social sciences, psychology, sociology, mathematics, economics,
anthropology and neuroscience, the profession is now widely recognised as a science,
allowing numerous universities to offer Master-of-Science (MSc) programs.
The processes of marketing are that of bringing a product to market. As such, the steps
include broad market segmentation, determining distribution, pricing and promotion
strategies; developing a communication strategy; budgeting; and visioning long-term market
development goals. Many parts of the marketing process (e.g. product design, art direction,
brand management, advertising, copywriting etc.) involve use of the creative art.

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The Marketing Concept
The ‘marketing concept’ proposes that in order to satisfy the organisational objectives, and
organisation should anticipate the needs and wants of consumers and satisfy these more
effectively than competitors. This concept originated from Adam Smith’s book “The Wealth
of Nations”, but would not become widely used until nearly 200 years later. Marketing and
marketing concepts are directly related. Given the centrality of consumer needs and wants in
marketing, a rich understanding of these concepts is essential.
Marketing orientations
A marketing orientation has been defined as a “philosophy of business management”, or as
an “organisational cultural”. Although scholars continue to debate the precise nature of
specific orientation that inform marketing practice, the most commonly cited orientation are
as follows:
 Product orientation: A firm employing a product orientation I mainly concerned with the
quality of its own product. A product orientation is based on the assumption that, all
things being equal, consumers will purchase products of a superior quality. The approach
is most effective when the firm has deep insights into customers and their needs and
desires derived from research or intuition and understands consumers’ quality
expectations and reservation prices.
 Sales orientation: A firm using sales orientation focuses primarily on the
selling/promotion of the firms’ existing products, rather than determining new or unmet
consumer needs or desires. Consequently, this entails simply selling existing products,
using promotion and direct sales possible. The sales orientation “is typically practiced
with unsought goods”. One study found that industrial companies are more likely to hold
a sales orientation than consumer goods companies.
 Production orientation: A firm focusing on a production orientation specialises in
producing as much as possible of a given product or services in order to achieve
economies of scale. A production orientation may be deployed when a high demand for a
product or services exists, coupled with certainly that consumer tastes and preferences
remain relatively constant ( similar to the sales orientation).

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 Marketing orientation: The marketing orientation is perhaps the most common orientation
used in contemporary marketing. It is a customer-centric approach that involves a firm
basing its marketing program around products that suit new customer taste.
 Social marketing orientation: A number of scholars and practitioners have argued that
marketers have a greater social responsibility than simply satisfying customers and
providing them with superior value.
Patient Satisfaction
Definition
Patient satisfaction surveys are the main qualitative measure of the patient perspective.
Patients may not have the clinical judgement of physicians and often judge quality on the
basis of practitioner's concern and demeanor, among other things. As a result, patient
satisfaction surveys have become a somewhat controversial measure of quality care.
Proponents argue that patient surveys can provide needed feedback to physicians to assist on
improving their practice. In addition, patient satisfaction often correlates with patient
involvement in decision making and can improve patient-centered care. Patients' evaluation
of care can identify opportunities for improvement in care, reducing costs, monitoring
performance of health plans, and provide a comparison across health care
institutions. Opponents of patient satisfaction surveys are often unconvinced that the data is
reliable, that the expense does not justify the costs, and that what is measured is not a good
indicator of quality.

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CHAPTER-3
Industry Profile
Health care Industry:
The healthcare industry (also called the medical industry or health economy) is an
aggregation and integration of sectors within the economic system that provides goods and
services to treat patients with curative, preventive, rehabilitative, and palliative care. It
includes the generation and commercialization of goods and services lending themselves to
maintaining and re-establishing health. The modern healthcare industry is divided into many
sectors and depends on interdisciplinary teams of trained professionals
and paraprofessionals to meet health needs of individuals and populations.
The healthcare industry is one of the world's largest and fastest-growing
industries. Consuming over 10 percent of gross domestic product (GDP) of most developed
nations, health care can form an enormous part of a country's economy.
Healthcare Management
Health care management are individuals or groups of people who act as the central point of
control within hospitals. These individuals may be previous or current clinicians, or
individuals with other backgrounds. There are two types of administrators, generalists and
specialists. Generalists are individuals who are responsible for managing or helping to
manage an entire facility. Specialists are individuals who are responsible for the efficient
operations of a specific department such as policy analysis, finance, accounting, budgeting,
human resources, or marketing.

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CHAPTER-4
COMPANYPROFILE
Avhieta hospital was started on the year 2010.Avhieta hospital is a small
specialty hospital located near Kothanur, Bangalore oppositeto SLV hotel. It is
less expensive and provides good service to its patients. It runs for 24/7 and has
a medic care unit which has enough availability of medicine. The hospital
consists of 20+ of nurses and doctors ofalmost 7+ who comes to the hospital
for giving consultation to patients based on the time prescribed by the hospital
administrator. The hospital consists of 5 big rooms in which each room has got
4-5 beds. The hospital is under developing at this moment as the second floor is
getting created for more advanced treatment and by giving quality service to its
patients. There are two security guards working based on their shifts. The nurses
give equal preference to all the patients regards to the language barriers. This
hospital has got a rating of 4.0 stars compared to other hospital in and around
Kothanur; Dr. Nilufur is the administrator of this hospital and will be available
from 9 AM – 6 PM.
Some of the services provided by the clinic are:
*PostSurgery Physiotherapy / Rehabilitation
*Electrical Stimulation
*Ergonomic Training
*Traction and ACL Reconstruction.
Some of the basis provided by the clinic is:
*Hospitals
*Dermatologist
*Orthopaedic doctors

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*Neurologists
*General Physician Doctors
*Maternity Hospitals
*Multi speciality Hospitals
*Health Care Centres
*Health Care ProductRetailers
Treatments provided by the clinic are:
*Skin Disease Treatment
*Dengue Fever Treatment
*Viral Fever Treatment
*Neurological Conditions
*Bone Trauma
*Fracture Treatment
*Wellness
Avhieta hospital was started on the year 2010.Avhieta Health Care and hospital
is a Neuro Physiotherapist clinic in Kothanur Bangalore. The clinic is visited
by doctors like Dr. Ramesh Babu (PT) and Dr. V Meenakshisundaram. The
timings of Avhieta Health Care and Hospital are: Mon to Sun: 12:00 AM –
11:59 PM

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CHAPTER-5
RESEARCHDESIGN
PROJECTTITLE :
A study to assess the quality of service provided by Avhieta Hospital.
STATEMENTOF THE PROBLEM:
The service quality is an important factor which affects the goodwill of hospital. The various
services provided by the hospital is to be focused on high quality. Hence a study to
understand about service quality is required to improve the performance of Avhieta Hospital.
OBJECTIVE:
The objective of the study is to:
 To identify the important service quality dimens io ns of the health
sector from the patients perspective.
 To u n d e r s t a n d t h e s e r v i c e q u a l i t y d i m e n s i o n s
of the health care sector.
 To generate service quality perception scores on different dimensions.

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TYPES OF DATA:
1) Method of data collection-
* Primary data (Questionnaire and
Interview)
* Secondary data (Journal, website,
Organisation data collection)
2) Sampling technique –
Simple Random Sampling
3) Sample Size –
80 – 100 units.
LIMITATIONS:
 Participation would be less due to language barriers.
 Lack of knowledge regarding the organisation.
 Technical errors might be created while researching.

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CHAPTER-6
DATA ANALYSIS AND INTERPRETATION
1. Gender of the patients:-
Analysis:
These tables shows that most of the patients visiting in the hospital are male in which there
are 79 out of 120 and female being 41 out of 120. There are 66% of male coming to hospital
than female which are only 34% of the population.
VARIABLE FREQEUNCY PERCENTAGE
MALE 79 66
FEMALE 41 34
TOTAL 120 100

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Interpretation:
The inference gathered by the above pie chart shows that most of the patients are male where
the percentage is 79%, whereas if we look upon the percentage of female patients, they just
covers only 41% of the population.
GENDER
MALE
FEMALE

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2. Occupation of Patients:-
VARIABLE FREQUENCY PERCENTAGE
EMPLOYED 73 61
UNEMPLOYED 3 2
STUDENT 44 37
TOTAL 120 100
Analysis:
The above table shows the out of 120 patients there are 3 unemployed patients. If we see the
table there are majority of employed patients who are leading with 73 percentages. 44 out
of 120 patients are students. The percentage of employed patients is high by 73%, and the
students by 44 %, and a less percent of 3% of unemployed patients.

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Interpretation:
The inference gathered from the above pie chart depicts that 73% of the patients are
employed, followed by 3% of whom are unemployed and 44% are students.
OCCUPATION
EMPLOYED
UNEMPLOYED
STUDENTS

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3. Service given by the hospital :-
HIGHLY SATISFIED 0 0
SATISFIED 120 100
DISSATISFIED 0 0
HIGHLY DISSATISFIED 0 0
TOTAL 120 100
Analysis:-
The above table shows that 120 patients are satisfied with the service given by the hospital
and there are no negative remarks on the service. There are total of 100% patients satisfied by
the service given in the hospital.

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Interpretation:-
The above pie chart shows that there are 100% of patients stating that the
service given by the hospital is satisfied and there is no negative respond from
the patients.
SERVICES
HIGHLY SATISFIED
SATISFIED
DISSATISFIED
HIGHLY DISSATISFIED

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4. Respond given by nurses:-
SATISFIED 120 100
DISSATISFIED 0 0
TOTAL 120 100
Interpretation:-
The above table shows that 120 patients are satisfied with the response given by the nurse in
the hospital, as it is communicated by the nurse properly without any hesitation. 100 % of
the patients are satisfied with the nurse of the hospital inside and outside.

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Interpretation:-
The above pie chart shows that there are 100% positive responses from the patients who are
satisfied with the response given by the nurse in the hospital.
RESPOND BY NURSE
HIGHLY SATISFIED
SATISFIED
DISSATISFIED
HIGHLY DISSATISFIED

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5. Respond given by Doctors:-
SATISFIED 118 98
DISSATISFIED 0 0
TOTAL 120 100
Analysis:-
The above table shows that 2 out of 120 patients are highly satisfied with the
responseof the doctorwhile 118 patients out of 120 are satisfied with the
responsegiven by the doctor. There are only 2% of the patients who were
highly satisfied with the doctor’sresponsewhile 98% of the patients are only
satisfied with the responsegiven by the doctors.

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Interpretation:-
The above pie chart shows that there are only 2% of the patients who
were highly satisfied with the doctor’sresponsewhile 98% of the patients are
only satisfied with the responsegiven by the doctors.
RESPOND BY DOCTOR
HIGHLY SATISFIED
SATISFIED
DISSATISFIED
HIGHLY DISSATISFIED

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6. Treatment value of the hospital:-
YES 108 90
NO 12 10
TOTAL 120 100
Analysis:-
The above table shows that 108 out of 120 patients feel that the value for treatment is less
compared to other hospitals while 12 out of 120ptients feel that the value for treatment is not
worth by other hospitals. 90% of the patients feel that the value of treatment is less in this
hospital compared to other hospitals while 10% of the patients feel the value for treatment is
not worth in case of other hospitals.

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Interpretation:-
The above pie chart shows that 90% of the patients feel that the value of treatment is less in
this hospital compared to other hospitals while 10% of the patients feel the value for
treatment is not worth in case of other hospitals.
TREATMENTVALUE
YES
NO

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7. Technology used in the hospital :-
YES 110 92
NO 10 8
TOTAL 120 100
Analysis:-
The above table shows that 110 out of 120 patients feel that the technology used in the
hospital is worth for treatment while 10 out of 120 feels that the technology used in the
hospital is not worth for treatment. 92% of the patients feel that the technology used in
hospital is worth for treatment while 8% of the patients feel that technology is not worth for
treatment in the hospital.

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Interpretation:-
The above pie chart shows that 92% of the patients feel that the technology used
in hospital is worth for treatment while 8% of the patients feel that technology is
not worth for treatment in the hospital.
TECHNOLOGY
YES
NO

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8. Hospital check-up :-
ONCE A MONTH 38 32
TWICE A MONTH 9 7
ONCE IN 6 MONTHS 48 40
ONCE IN A YEAR 25 21
TOTAL 120 100
Analysis:-
The above table showsthat38 outof 120 patientscomestohospital onlyonce ina month,while 9
out of 120 patientscomestohospital onlytwice amonthforcheck-upwhile majorityof patients
48out of 120 comesto hospital onlyonce in6 monthsand25 outof 100 patientscomestohospital
once in a year. 32% of the patientscome once ina month,while 7% of the patientscomestwice ina
month,while 40%of the patientscomestohospital foronce in6 monthfor check-up,while 21%
patientscomestohospital onlyonce ayear.

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Interpretation:-
The above pie chart shows that 32% of the patientscome once ina month,while 7% of the patients
comestwice ina month,while 40%of the patientscomestohospital foronce in6 monthfor check-
up,while 21% patientscomestohospital onlyonce ayear.
CHECK-UP
ONCE A MONTH
TWICE A MONTH
ONCE IN 6 MONTH
ONCE A YEAR

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9. Expired medicine in the health care:-
ONCE 0 0
TWICE 0 0
SOMETIMES 4 3
NEVER 116 97
TOTAL 120 100
Analysis:-
The above table showsthat4 out of 120 patientsgotan expiredmedicineand116 outof 120
patientsdidn’tgetanexpiredmedicine.3% of the patientsgotthe expired medicine fromthe health
care and 97% of the patientsgotthe medicine whichwasnotexpired.

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Interpretation:
The above pie showsthat 3% of the patientsgotthe expiredmedicine fromthe healthcare and97%
of the patientsgotthe medicine whichwasnotexpired.
EXPIRED MEDICINE
ONCE
TWICE
SOMETIMES
NEVER

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10. Language barrier in the hospital :-
YES 35 29
NO 85 71
TOTAL 120 100
Analysis:-
The above table showsthat35 outof 120 patientsfacedlanguage problemwhilecommunicatingto
doctorswhile 85 out of 120 patientsdidn’thave anyproblemwhile communicatingtothe doctor.
29% of the patientscouldn’tspeakstate language while 85% of the patientscouldspeaktheirstate
language.

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Interpretation:-
The above pie chart showsthat 29% of the patientscouldn’tspeakstate language while85% of the
patientscouldspeaktheirstate language.
LANGUAGE BARRIER
YES
NO

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11. Facilities in the hospital :-
SATISFIED 120 100
DISSATISFIED 0 0
TOTAL 120 100
Analysis:-
The above table showsthat120 patientsare satisfiedwiththe facilitiesinthe hospital.100% of the
patientsfeel the facilitiesinthe hospital are maintainedandkeptproperlywithoutanydamages.

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Interpretation:-
The above pie chart showsthat 100% of the patientsare satisfiedwiththe facilitiesinthe hospital
whichare maintainedandkeptproperlywithoutanydamages.
FACILITIES
HIGHLY SATISFIED
SATISFIED
DISSATISFIED
HIGHLY DISSATISFIED

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12. False report in the hospital :-
YES 0 0
NO 120 100
TOTAL 120 100
Analysis:-
The above table showsthat120 patientshave notcome across any false reportgivenbythe doctors
regardingthe reasonforadmission. 100% of the patientsfeel thatthere wasn’tanyfalse report
givenbythe doctor’sin the hospital.

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Interpretation:-
The above pie chart showsthat 100% of the patientsfeelthatthere wasn’tanyfalse reportgivenby
the doctor’sin the hospital.
FALSE REPORT
YES
NO

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13. Nurse doing their duty :-
SATISFIED 120 100
DISSATISFIED 0 0
TOTAL 120 100
Analysis:-
The above table showsthat120 patientsfeel thatthe nurse’sare doingtheirdutywithoutshowing
the act of lazinesstowardstheirjob.100% of the patientsfindthe nurse’sdoingtheirjobwithout
any hesitationandconflictbetweenothermembersinthe hospital.

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Interpretation:-
The above pie chart showsthat100% of the patientsfinditsatisfiedthatthe nurse’sdoingtheirjob
withoutanyhesitationandconflictbetweenothermembersinthe hospital.
NURSE DOING DUTY
HIGHLY SATISFIED
SATISFIED
DISSATISFIED
HIGHLY DISSATSFIED

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14. Wrong treatment in the hospital :-
YES 0 0
NO 120 100
TOTAL 120 100
Analysis:-
The above table showsthat120 patientssaythat theyhaven’tgotanyfalse treatmentinthe
hospital.Everythingwasdone perfectandfine.100% of the patientsfinditsafe asthere wasn’tany
false treatmentgivenbythe hospital.

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Interpretation:-
The above pie chart showsthat 100% of the patientsfinditsafe,asthere wasn’tanyfalse treatment
givenbythe hospital.
WRONG TREATMENT
YES
NO

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15. Specialisation of security and CCTV in the hospital :-
SATISFIED 120 100
DISSATISFIED 0 0
TOTAL 120 100
Analysis:-
The above table showsthat120 patientsfeelsthatthe hospital issecuredbysecurityandCCTV for
24hrs. 100% of patientsfinditsafe asthe hospital issecuredbysecurityandCCTV.

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Interpretation:-
The above pie chart showsthat 100% of patientsfinditsafe as the hospital issecuredbysecurity
and CCTV,as there won’tbe anychaos.
SECURITY AND CCTV
HIGHLY SATISFIED
SATISFIED
DISSATISFIED
HIGHLY DISSATISFIED

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16. Difficulties in the hospital :-
YES 11 9
NO 109 91
TOTAL 120 100
Analysis:-
The above table shows that11 out of 120 patientsfaceddifficultiesinthe hospital while 109out of
120 patientsdidn’tfindanydifficultiesinthe hospital. 9% of the patientsfeltdifficultiesinthe
hospital while91%didn’tfindanydifficultiesinthe hospital.

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Interpretation:-
The above pie chart showsthat 9% of the patientsfeltdifficultiesinthe hospital while 91% didn’t
findanydifficultiesinthe hospital.
DIFFICULTIES
YES
NO

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17. Patient’s responsein the hospital :-
SATISFIED 118 98
DISSATISFIED 2 2
TOTAL 120 100
Analysis:-
The above table showsthat2 out 120 feltthe response of the patientasdissatisfiedwhile118 out
120 feltthe response of otherpatientsassatisfied. 2% of the otherpatient’sresponse was
dissatisfiedwhile98%of otherpatient’sresponse wassatisfiedandthere wasn’tanynegative reply.

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Interpretation:-
The above pie chart showsthat 2 %of the otherpatient’sresponse wasdissatisfiedwhile98% of
otherpatient’sresponsewassatisfiedandthere wasn’tanynegativereply.
PATIENT'S RESPONSE
HIGHLY SATISFIED
SATISFIED
DISSATISFIED
HIGHLY DISSATISFIED

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18. Medical script given by doctor:-
SATISFIED 117 97
DISSATISFIED 2 2
TOTAL 120 100
Analysis:-
The above table showsthat1 out of 120 felthighlydissatisfiedwiththe medical scriptgivenbythe
doctor inthe hospital while 2outof 120 feltdissatisfiedwiththe medical scriptand117 out of 120
patientsfeltthe medical scriptsatisfied.97% of the patientsfeel the medical scriptgivenbythe
doctor issatisfactorywhile 2%of the medical scriptof patientswasdissatisfactoryand1% of the
patientsmedical scriptwashighlydissatisfied.

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Interpretation:-
The above pie chart showsthat 97% of the patientsfeel the medical scriptgivenbythe doctoris
satisfactorywhile 2%of the medical scriptof patientswasdissatisfactoryand1% of the patients
medical scriptwashighlydissatisfied.
MEDICAL SCRIPT
HIGHLY SATISFIED
SATISFIED
DISSATISFIED
HIGHLY DISSATISFIED

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19. Doctor check-up :-
YES 118 98
NO 2 2
TOTAL 120 100
Analysis:-
The above table showsthat2 out of 120 patients saysthatdoctors don’tcomesfor check-upwhile
admittedinthe hospital while 118 out120 patientssaysthatdoctors come for check-upwhile
admittedinhospital. 98%of the patientssaythat doctor comesforcheck-upadmittedinthe
hospital while2%of the patientssaythat the doctors don’tcome for check-upwhile admittedinthe
hospital.

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Interpretation:-
The above pie chart showsthat 98% of the patientssaythat doctor comesforcheck-upadmittedin
the hospital while 2%of the patients saythatthe doctorsdon’tcome for check-upwhile admittedin
the hospital.
DOCTOR CHECK-UP
YES
NO

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CHAPTER-7
FINDINGS AND RECOMMENDATIONS
FINDINGS:-
 61% of the patients are employed.
 100% of the patients are satisfied with the service provided by the
hospital.
 2% of the patients feel highly satisfied with the responsegiven by the
doctors.
 97% of patients feel the medicine given in health care is not expired
medicine.
 35% of patients have problem in language communication.
 100% of patients feel the nurses are doing their duty without any
hesitation and laziness.
 100% of patients find it safe as the hospital is secured with security and
CCTV.
 11% of patients found difficulties in the hospital.
 3 % of patients find it difficult to read the medical script as prescribed by
the doctors.
 2% of patients says that doctors don’tcomefor check-up while admitted
in the hospital.

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SUGGESTIONS:-
 Doctors to be available at night.
 Doctors to improve their hand writing in the medical script.
 More rooms for Patients and large parking space.
 Specialised doctors to be available.
 More equipment to be available in the hospital.
 Improve language of nurses
 News channel to be played in the hospital.
 Doctors to improve communication to patients.
 Focus on patient satisfaction.
 Reduce doctor’s consultation charges.
 Stock to be maintained in the health care.
 Improve ambulance services.
 Water facility to be available in every causality room.
 Nurses to communicate in kanada.
 Improve facilities in the hospital.

58
CHAPTER-7
CONCLUSION
1. Quality Gaps:
The hospital is in general, unable to meet patients' expectations of empathy, communication
and responsiveness. However, responsiveness and communication are perceived to be better
if the patient knows a hospital employee. This finding could get repeated in other teaching
public hospital settings that face similar conditions of high demand for service versus limited
time and personnel resources. Further, the greater the perceived severity of illness, the lower
was the rating of the hospital's services, especially of responsiveness to specific needs of such
patients.
2. Patient Involvement:
Patients' involvement has been seen to exert a very strong influence on quality perceptions as
well as clinical outcome. Patients who take the initiative in participating in self-care, comply
with instructions on treatment and diet regimens, communicate readily as well as actively
seek information about their health, and display an attitude of help and cooperation with other
patients and hospital employees have been classified as High involvement group. This group
has registered higher levels of performance perceptions of the hospital's services and
recorded better clinical outcomes. This finding gives scope for more research in the
conceptual as well as action domains. Involvement was found to be associated with education
as well as payment for service, which need to be explored and confirmed.

59
APPENDICES
QUESTIONNAIRE___________________________________
Dear respondent,
I, Renjan Varghese Kuruvilla, student of 6th semester BBA, Kristu Jayanti College
Autonomous Bangalore as part of the curriculum am conducting a study entitled “A study to
assess the quality of service provided by Avhieta Hospital”. In this regard I seek your kind
support in getting this questionnaire filled completely. The information collected will be
purely used for my academic purpose and will not be disclosed or used for any other purpose.
The main focus of this report is to understand the level of quality of services provided by
Avhieta Hospital and also to offer suggestions to Avhieta Hospital to improve their services.
Name: Date:
Reason for admission: Age:
1. What is your occupation?
(a)Employed. (b) Unemployed. (c) Student.
2. How is the service given by the hospital?
(a) Highly Satisfied. (b)Satisfied. (c)Dissatisfied (d) Highly
Dissatisfied
3. Do you feel the hospital is neat and clean?
(a) Highly Satisfied. (b) Satisfied. (c )Dissatisfied. (d) Highly
Dissatisfied.
4. How do you feel about the respond given by the nurses?
(a) Highly satisfied (b) Satisfied. (c) Dissatisfied. (d)Highly Dissatisfied.
5. How do you feel about the respond given by the doctors?
(a) Highly satisfied. (b) Satisfied. (c) Dissatisfied. (d) Highly
Dissatisfied

60
6. Do you feel the treatment value taken is less compared to other hospitals?
(a)Yes. (b) No
7. Do you think the technology used in the hospital is worth for treatment?
(a)Yes. (b) No
8. How often have you come to this hospital for a check-up?
(a)Once in a month. (b)Twice in a month. (c) Once in 6 months. (d) Once in a year
9. Have you come across any expired medicine in the health care?
(a)Once. (b)Twice. (c)Sometime. (d) Never
10. Have you experienced any language barriers in the hospital?
(a)Yes. (b)No
11. The facilities provided by the hospital are maintained properly?
(a)Highly satisfied. (b) Satisfied (c) Dissatisfied. (d) Highly Dissatisfied
12. Have you come across any false report?
(a)Yes. (b) No
13. How do you feel about the nurse doing their duty?
(a)Highly satisfied. (b)Satisfied. (c)Dissatisfied. (d) Highly Dissatisfied
14. Have you come across any wrong treatment in the hospital?
(a)Yes. (b) No
15. How do you feel when the hospital is specialized in security and CCTV camera’s all
around?

61
(a)Highly satisfied. (b)Satisfied. (c) Dissatisfied. (d) Highly Dissatisfied
16. Have you faced any difficulties in the hospital?
(a)Yes. (b) No
17. How do you feel about other patient’s response in the hospital?
18. Are the medical script given by the doctor’s understandable?
19. Does the doctor come for a check-up while admitted in the hospital?
(a)Yes. (b) No
20. Any other suggestion….
_________________________________________________________________________
_________________________________________________________________________

QUALITY OF SERVICE PROVIDED BY AVHIETA HOSPITAL

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