Hospitals are increasingly becoming sensitive to the needs of the patients as will the community. It is no longer the sellers [providers] market. Except for the totally free service provided by the Government run hospitals and a few hospitals run by the civic hospitals.
According to Dona Bedian
“Patient satisfaction may be considered to be one of the desired outcomes of care, even on element of health status itself” and that “information about patient satisfaction should be as indispensable to assessment of quality as to the design and management of health care system.
During the recent years the use of patient satisfaction surveys has increased in health care industry due in part to the belief that perception of quality is an important factor in demand for services and that survey result may have significant effect on provider behaviour. According to Ware “patient satisfaction is a determinant of a healthcare provider or system. Use of services complaints and malpractice suits”.
Use of patient satisfaction survey as a tool for quality improvement has become extensive in almost all western countries. Most hospital have a system of obtaining routine feedback from all the discharge patients. The quality improvement task force of the joint commission of accreditation of the health care organization in USA is also encouraging hospitals to mandate surveys are conducted in private hospitals.
Project report on Time and motion study and OPD questionnaire survey.DR RITA SINGH
Association between waiting time and consultation time in Outpatient department and OPD pharmacy and OPD patient satisfaction: A time and motion study and OPD questionnaire Survey
This report the detailed analysis of the organization and the overall topic and operational
aspects has been evaluated to analyse the position of the organization.
Theera-Ampornpunt N. Quality and regulatory compliance in health care. Presented at: Faculty of ICT, Mahidol University; 2012 Mar 13; Bangkok, Thailand.
The presentation describes in brief the patients need, expectations and how to develop the patient care and feedback system to obtain maximum patient satisfaction.
Project report on Time and motion study and OPD questionnaire survey.DR RITA SINGH
Association between waiting time and consultation time in Outpatient department and OPD pharmacy and OPD patient satisfaction: A time and motion study and OPD questionnaire Survey
This report the detailed analysis of the organization and the overall topic and operational
aspects has been evaluated to analyse the position of the organization.
Theera-Ampornpunt N. Quality and regulatory compliance in health care. Presented at: Faculty of ICT, Mahidol University; 2012 Mar 13; Bangkok, Thailand.
The presentation describes in brief the patients need, expectations and how to develop the patient care and feedback system to obtain maximum patient satisfaction.
Why is this essential? It springs from the eternal truth that the more you know your patients, the better you can respond to their current needs and predict what their future needs may be as well. The Health Care sector is now opting for Customer Relationship Management (CRM) in its daily application. CRM Health Care consists of a wide array of software products that help healthcare organizations to maintain excellent relationships with their clients. CRM enables the health care industry to get essential customer information and use it as efficiently as possible. CRM thus enables the health care sector to improve patient health, increase patient loyalty and patient retention and add new services as well. The CRM Health Care Services include strategic planning, communication services, consulting services, CRM for physicians, Campaign management, Database construction, predictive segmentation, and communications strategies.
Importance of Measuring Patient SatisfactionZonkaFeedback
Patient Satisfaction is an important metric to measure overall healthcare quality. With the help of Patient Satisfaction Surveys, constant measuring of Patient Satisfaction and improving Patient Experience can be achieved. It is a valuable tool to capture Patient Feedback without much effort.
https://www.zonkafeedback.com/blog/importance-of-measuring-patient-satisfaction
Why is this essential? It springs from the eternal truth that the more you know your patients, the better you can respond to their current needs and predict what their future needs may be as well. The Health Care sector is now opting for Customer Relationship Management (CRM) in its daily application. CRM Health Care consists of a wide array of software products that help healthcare organizations to maintain excellent relationships with their clients. CRM enables the health care industry to get essential customer information and use it as efficiently as possible. CRM thus enables the health care sector to improve patient health, increase patient loyalty and patient retention and add new services as well. The CRM Health Care Services include strategic planning, communication services, consulting services, CRM for physicians, Campaign management, Database construction, predictive segmentation, and communications strategies.
Importance of Measuring Patient SatisfactionZonkaFeedback
Patient Satisfaction is an important metric to measure overall healthcare quality. With the help of Patient Satisfaction Surveys, constant measuring of Patient Satisfaction and improving Patient Experience can be achieved. It is a valuable tool to capture Patient Feedback without much effort.
https://www.zonkafeedback.com/blog/importance-of-measuring-patient-satisfaction
Ethiopia: Governing for Quality Improvement in the Context of UHCHFG Project
The government of Ethiopia launched the Health Sector Development Program (HSDP) in the 1990s. During the 2010 reform of the health sector, the Drug Administration and Control Agency was re-established to focus on regulating drugs and food, and expanded their scope by including the regulation of health facilities and personnel. They changed their name to the Ethiopian Food, Medicine and Healthcare Administration and Control Authority, and developed a list of minimum health facility requirements, regulating both public and private health facilities.
AIDSTAR-One Assessment of Infection Prevention and Patient Safety Commodities...AIDSTAROne
In Ethiopia, ensuring a sufficient and sustainable supply of infection prevention and patient safety (IPPS) commodities is an important strategy to combat the high risk of transmission of health care–associated infections. However, there is a lack of awareness on the proper utilization of IPPS commodities by health care workers, and a lack of accurate data on the quantity of essential IPPS commodities needed by the health care system to adequately protect workers, patients, and the community from health care-associated infections. This assessment used a consultative approach to develop a national standardized and prioritized list of IPPS commodities for all levels of health care facilities, and quantified the annual need of IPPS commodities for the four levels of health care facilities in Ethiopia. This report summarizes the findings of the assessment.
www.aidstar-one.com/focus_areas/prevention/resources/reports/ethiopia_ipps
Multinomial Logistic Regression with Apache SparkDB Tsai
Logistic Regression can not only be used for modeling binary outcomes but also multinomial outcome with some extension. In this talk, DB will talk about basic idea of binary logistic regression step by step, and then extend to multinomial one. He will show how easy it's with Spark to parallelize this iterative algorithm by utilizing the in-memory RDD cache to scale horizontally (the numbers of training data.) However, there is mathematical limitation on scaling vertically (the numbers of training features) while many recent applications from document classification and computational linguistics are of this type. He will talk about how to address this problem by L-BFGS optimizer instead of Newton optimizer.
Bio:
DB Tsai is a machine learning engineer working at Alpine Data Labs. He is recently working with Spark MLlib team to add support of L-BFGS optimizer and multinomial logistic regression in the upstream. He also led the Apache Spark development at Alpine Data Labs. Before joining Alpine Data labs, he was working on large-scale optimization of optical quantum circuits at Stanford as a PhD student.
Patient’s experience, improve the quality health3zsaddique
Putting patients first requires more than world-class clinical care – it requires care that addresses every aspect of a patient’s encounter with Hospital, including the patient’s physical comfort, as well as their educational, emotional, and spiritual needs. A team of professionals should serves as an advisory resource for critical initiatives across the Hospital health system. In addition, it should provide resources and data analytics; identify, support, and publish sustainable best practices; and collaborate with a variety of departments to ensure the consistent delivery of patient-centered care.
TitlePATIENTS SAISFACTION ABOUT PATIENTS REFER.docxjuliennehar
Title
PATIENTS SAISFACTION ABOUT PATIENTS REFERRAL PROCESS TO RIYADH SPECIALIZED DENTAL CENTER
My friend, I wrote all my notices need to be corrected inside this file for each part ,,, I need you to using same layout here include 12 font size (time new roman) ,,,space 1.5 between lines,,,,thank you
Data Collection
I wrote the result of data after I collected from questioner so I put the answer for each question beside the choices as number,,,,also my friend I needed a spelling and grammar check for this questionnaire in this part ,,,thank you
The result beside every question
All sample was 400 participants
Please Select Gender:
· MALE 220
· FEMALE 180
Please Select Correct Age Range of Yours:
· >18 years old 343
· 12-18 years old 29
· <12 years old 28
Please Select Applicable Educational Attainment At the Moment:
· More than University/College edition (MS) 63
· University/College Graduate 201
· High School or less 136
Part Two:
Was the referral done by paper forms or automation?
· Paper (paper referral forum) 103
· Automatic forum) 239
· Not Sure 58
Was the referral out of own choice or choice by doctor?
· Doctor’s suggestion . 299
· My suggestion . 101
In the case a doctor explains about your sickness, do you have any idea what the referral is for:
· YES 338
· NO 62
Did the dentist in te primary healthcare center provide any dental treatment before referral?
❏ YES 203
❏ NOT 176
❏ NOT SURE 21
Staff that responsible about referral did he give you any communication methods in case issues arise?
❏ YES 141
❏ NO 202
❏ NOT SURE 57
Did you feel any uncomfortable feeling when conducting the experiment how does to fell thick?
❏ Easy procedures. 172
❏ Acceptable procedures 168
❏ Difficult, hard to follow 68
My friend, you need to read the introduction, literature review , objectives, material and methods before start doing the results to understand the topics and the date and information be Consistent, thank you
INTRODUCTION
In evaluating the performance of healthcare services, customer satisfaction is an important measure. Nevertheless, it is influenced not only by performance of the healthcare ...
Patient Satisfaction : The Indispensable OutcomeCare Analytics
As we move into the future, the measurement of patient satisfaction is becoming less of a luxury and more of a necessity for medical groups and facilities. It is increasingly important that a patient-satisfaction program be done well, using sound protocol and methods.
Survey findings can also be used for accreditation and marketing. In this era of increasing competition and high patient demand for health care excellence, medical groups and skilled nursing facilities cannot afford to forgo the insights they can derive from patient-satisfaction surveys.
The Effect of Service Quality on Loyalty with Mediation of Patient Satisfactioninventionjournals
Patient satisfaction was one of internal factors that need improvement for betterment of the health care organizations so that the doctors, nurses and administratives staff can produce maximum work productivity. Hospitals and other health care providers assumed an important role in service sector is growing rapidly. Hospitals must paid attention to the decline in the number of inpatients. In case that determined the quality of hospitals, among others: to minimize patient's complaints against service of doctors, nurses and administrators who were often late and less nimble. Hospital industry must achieved service quality parameters with accuracy and precision of the results of medical examination, courteous and friendly service. Patient satisfaction had an important role on several aspects of health care organizations. Service quality was considered as an important factor for developing patient loyalty. Balaraja Hospital made progress of safety patient to improve the service quality. Patients received such satisfaction will feel comfortable and form a positive perception of service quality. Service quality played a major role in achieving patient satisfaction. This condition then made hospital services deserve the number one position according to patient so that he becomes loyalty by not using the hospital services of competitors. The aim of this study was to determine the effect of service quality on loyalty with mediation of patient satisfaction. Respondents were used as many as 170 inpatients grade two and grade three in Hospital Balaraja. Data were analyzed using Structural Equation Model (SEM). The results showed that service quality has an influence on patient satisfaction, patient satisfaction has an influence on loyalty and service quality has an influence on loyalty
Patient Satisfaction Survey as a Tool Towards Quality Improvement by Dr.Mahbo...Healthcare consultant
A mixed bag of poorly evaluated methods leaves patients frustrated, and doctors little wiser.The best way to ensure that services are responsive to those they aim to serve is to elicit feedback on people’s experiences and encourage providers to deal with any problems thus identified. This has been axiomatic in health policy for many years, but have we got the balance right in primary care? Patients’ experiences have become central to assessing the performance of healthcare systems worldwide and are increasingly being used to inform quality improvement processes. This paper explores the relative value of surveys and detailed patient narratives in identifying priorities for improving breast cancer services as part of a quality improvement process.
An Overview of Patient Satisfaction and Perceived Care of Qualityijtsrd
This paper aims to audit the patient satisfaction literature, precisely survey methods used, which fundamentally analyses its hypothesis and use at that point to introduce proof for perceived service quality as a discrete and further advanced construct. Findings Patient satisfaction has been widely reviewed and significant efforts have gone into creating survey instruments to estimate it. Although, most surveys have been critical of its utilization, since there is seldomly any hypothetical or calculated development of the patient satisfaction theory. The construct has little normalization, low accuracy and undetermined validity. It keeps on being utilized interchangeably with, and as an intermediary for, perceived health service quality, which is a conceptually extraordinary and predominant construct. Practical Implications The persistent utilization of patient satisfaction to assess the patients perception of the quality of a healthcare service is truly flawed. The way to settling this dilemma might be for the healthcare division to concentrate on perceived healthcare service quality by considering the particular theories and models that can be found in the administrations advertising literature. This literature offers further developed consumer theories which are preferred differentiated and tried over existing healthcare satisfaction models. Conclusion This paper brings up that there is a critical requirement for differentiation and normalization of patient satisfaction and healthcare service quality definitions and constructs, and argues for examination to concentrate on estimating perceived healthcare service quality. Shubham Chaurasia | Shivani Dadwal Salaria | Rakhi Ahuja | Amit Sharma "An Overview of Patient Satisfaction and Perceived Care of Quality" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-4 , June 2020, URL: https://www.ijtsrd.com/papers/ijtsrd31548.pdf Paper Url :https://www.ijtsrd.com/management/public-sector-management/31548/an-overview-of-patient-satisfaction-and-perceived-care-of-quality/shubham-chaurasia
Dissertation presentation: Study of the Process of Hospital Accreditation and Its Impact on Healthcare Facilities.
Presented By: Yasser Alsharif, Muwafag Kamash, Nasrat Esmat, Amer Tayeb
Supervised By: Dr. Mohammad Kamal Hussain
Behavioral Intention In Revisiting Hospital Under The Effect Of Expertise, Reputation And Service Quality. Trust comes from the belief of a party’s promise or sentence is reliable and the obligation that party need to be fulfilled in vice versa for relationship purpose (Schurr and Ozanne, 1985). Based on the trust, the interaction of a buyer’s perception future and service provider (seller) is anticipated (Doney and Cannon, 1997). It creates a long-term orientation of a relationship B2C in positive ways (Ganesan, 1994). The trust’s advantages which create strong relationship in business has been researched in the literature review of Morgan and Hunt in 1994. The individual experience is considered as the trustworthy source rather than the referral from relatives or friends which is explained as the second-hand trust referral or the popular.
All You Ever Needed to Know About the Healthcare Design IndustrySara Marberry
So you want to work in healthcare design. What do you need to know about the industry? Here's a quick overview of some of the important stats, trends, resources, etc.
Similar to A dissertation report on analysis of patient satisfaction max polyclinic by mohammad yaser hussain (20)
JCI is the world’s leader in health care accreditation and the author and evaluator of the most rigorous international standards in quality and patient safety.
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With its newly published 5th edition of JCI’s Accreditation Standards for Hospitals, JCI addresses the unique concerns of hospitals and academic medical centers, as well as the challenges of preserving quality care as patients move from inpatient to outpatient and other care providers.
Our unique tracer methodology provides the cornerstone of the JCI on-site survey, serving as a tool for surveyors and health care organizations to evaluate patients and systems in unprecedented depth. JCI separates itself from its competitors with innovations network accreditation, where similar organizations within a single system or larger entity can achieve accreditation efficiently through a single network application.
JCI is committed to keeping pace with the dynamics of global health care while remaining the standard bearer for its universally recognized Gold Seal of Approval®.
Rigorous process for developing international standards
Due to the expertise and scope of its international team, JCI is uniquely positioned to adapt leading global practices to the delivery of local care. Standards are developed and organized around important functions common to all health care organizations. In fact, the functional organization of standards is now the most widely used around the world and has been validated by scientific study, testing, and application.
Standards Advisory Panel
To maintain best practices, JCI turns to its Standards Advisory Panel, comprised of experienced physicians, nurses, administrators, and public-policy experts. The panel guides the development and revision process of the JCI accreditation standards. Panel members are from five major world regions: Latin America and the Caribbean, Asia and the Pacific Rim, the Middle East, Europe, and the United States. The panel’s recommendations are refined based on an international field review of the standards and input from experts and others with unique content knowledge.
Habit 1 . Be proactive
Habit 2 . Begin with the end in mind
Habit 3 . Put first thing first
Habit 4 . Think Win –Win
Habit 5 . Seek first to understand ,then to be understood .
Habit 6 . Synergize
Habit 7 . Sharpen the Saw
Diabetes mellitus (DM), commonly referred to as diabetes, is a group of metabolic diseases in which there are high blood sugar levels over a prolonged period.[2] Symptoms of high blood sugar include frequent urination, increased thirst, and increased hunger. If left untreated, diabetes can cause many complications.[3] Acute complications include diabetic ketoacidosis and nonketotic hyperosmolar coma.[4] Serious long-term complications include cardiovascular disease, stroke, chronic kidney failure, foot ulcers, and damage to the eyes.[3]
Diabetes is due to either the pancreas not producing enough insulin or the cells of the body not responding properly to the insulin produced.[5] There are three main types of diabetes mellitus:
Type 1 DM results from the pancreas's failure to produce enough insulin. This form was previously referred to as "insulin-dependent diabetes mellitus" (IDDM) or "juvenile diabetes". The cause is unknown.[3]
Type 2 DM begins with insulin resistance, a condition in which cells fail to respond to insulin properly.[3] As the disease progresses a lack of insulin may also develop.[6] This form was previously referred to as "non insulin-dependent diabetes mellitus" (NIDDM) or "adult-onset diabetes". The primary cause is excessive body weight and not enough exercise.[3]
Gestational diabetes, is the third main form and occurs when pregnant women without a previous history of diabetes develop high blood-sugar levels.[3]
Prevention and treatment involve a healthy diet, physical exercise, maintaining a normal body weight, and avoiding use of tobacco. Control of blood pressure and maintaining proper foot care are important for people with the disease. Type 1 DM must be managed with insulin injections.[3] Type 2 DM may be treated with medications with or without insulin.[7] Insulin and some oral medications can cause low blood sugar.[8] Weight loss surgery in those with obesity is sometimes an effective measure in those with type 2 DM.[9] Gestational diabetes usually resolves after the birth of the baby
A mosque is the building in which Muslims worship God. Throughout Islamic history, the mosque was the centre of the community and towns formed around this pivotal building. Nowadays, especially in Muslim countries mosques are found on nearly every street corner, making it a simple matter for Muslims to attend the five daily prayers. In the West mosques are integral parts of Islamic centers that also contain teaching and community facilities.
Mosques come in all shapes and sizes; they differ from region to region based on the density of the Muslim population in a certain area. Muslims in the past and even today have made use of local artisans and architects to create beautiful, magnificent mosques.
There are however, certain features that are common to all mosques. Every mosque has a mihrab, a niche in the wall that indicates the direction of Mecca; the direction towards which Muslims pray. Most mosques have a minbar (or pulpit) from which an Islamic scholar is able to deliver a sermon or speech.
Other common features include, minarets, tall towers used to call the congregation to prayer. Minarets are highly visible and are closely identified with mosques. Normally there is a large rectangular or square prayer area. It often takes the form of a flat roof supported by columns or a system of horizontal beams supported by architraves. In other common mosque designs, the roof consists of a single large dome on pendentives
Dubai suffered economically after 1920 due to the collapse of the pearl industry, the Great Depression of the 1930s, and the loss of extensive trade networks during World War II. Until the surge of oil revenues in the late 1960s, political instability and merchant unrest existed and constituted an organized attempt to subvert British control and the ruling Al-Maktoum family. African slavery was practiced until the 1960s. The uprising of 1938 in Dubai was the culmination of a decade of grievances and minor rebellions against the autocratic rule of Shaykh Sa'id bin Maktum (ruled 1912-58). In the 1930s the Trucial Coast was characterized by great poverty resulting primarily from a decline in the pearl trade. Much of the initiative for reform sprang from an attempt to ameliorate economic conditions—the leaders of the movement having previously been successful pearl merchants. The new government established in October 1938 lasted only a few months before Shaykh Sa'id with Bedouin support was able to overthrow it in March 1939. The collapse of the reform movement is attributable to the role played by British agents and the weakness of the political structure that was set up.[36]
Dubai international city the city of gold by mohammad yaser hussainMohammed Yaser Hussain
Some 800 members of the Bani Yas tribe, led by the Maktoum Family, settled at the mouth of the creek in 1833. The creek was a natural harbour and Dubai soon became a center for the fishing, pearling and sea trade.
By the turn of the 20th century Dubai was a successful port. The souk (Arabic for market) on the Deira side of the creek was the largest on the coast with 350 shops and a steady throng of visitors and businessmen. By the 1930s Dubai's population was nearly 20,000, a quarter of whom were expatriates.
In the 1950s the creek began to silt, a result perhaps of the increasing number of ships that used it. The late Ruler of Dubai, His Highness Sheikh Rashid bin Saeed Al Maktoum, decided to have the waterway dredged. It was an ambitious, costly, and visionary project. The move resulted in increased volumes of cargo handling in Dubai. Ultimately it strengthened Dubai's position as a major trading and re-export hub.
When oil was discovered in 1966, Sheikh Rashid utilized the oil revenues to spur infrastructure development in Dubai. Schools, hospitals, roads, a modern telecommunications network … the pace of development was frenetic. A new port and terminal building were built at Dubai International Airport. A runway extension that could accommodate any type of aircraft was implemented. The largest man-made harbor in the world was constructed at Jebel Ali, and a free zone was created around the port.
Dubai's formula for development was becoming evident to everyone – visionary leadership, high-quality infrastructure, an expatriate-friendly environment, zero tax on personal and corporate income and low import duties. The result was that Dubai quickly became a business and tourism hub for a region that stretches from Egypt to the Indian sub-continent and from South Africa to what are now called the CIS countries.
Since the 1960s, Sheikh Zayed bin Sultan Al Nahyan, then ruler of Abu Dhabi, and Sheikh Rashid bin Saeed Al Maktoum had dreamed of creating a federation of the Emirates in the region. Their dreams were realized in 1971 when Dubai, Abu Dhabi, Sharjah, Ajman, Umm Al Quwain, Fujairah and (in 1972) Ras Al Khaimah, joined to create the United Arab Emirates.
SMU-DE has won the following awards and recognitions: ASSOCHAM AWARD: Best University in Online and Distance Learning 2014 The Associated Chambers of Commerce & Industry of India (ASSOCHAM) has recognised SMU-DE at the National Education Excellence Awards 2014 for its valuable contribution towards innovation and excellence in the field of Distance Education.Sikkim Manipal University has been awarded with the prize of Best University in Distance Education. CSR Award for Top Distance Learning Institute India- 2013 Sikkim Manipal University - Distance Education has been Recognised as the ‘Top Distance Learning Institute’ for 3 Consecutive years since 2011. silicon India has ranked SMU-DE as the ‘Number One Institute for MBA in Distance Learning’. Winner of the ICT Award Sikkim Manipal University-Directorate of Distance Education (SMU-DE) was conferred the 'Digital Learning ICT Enabled University of the year for its new technology infused learning system EduNxt at the
Appendicitis is basically known as the inflammation of the appendix, a vestigial organ found in the large intestine of humans. The appendix is basically a 3.5 inch long, tube like organ made up primarily of tissue that extends and hangs out from the long intestine of humans. Since it is a vestigial organ, no one knows about the real function of this organ. It has been proven that humans can live healthily without their appendix, as the amount of collagen that is to be processed by humans is comparatively low.
Appendicitis emerges out to be a medical emergency which requires a quick surgical procedure in order to remove the organ. In case it is left untreated, it can burst and thus perforate, causing the spilling of infectious waste material within the abdominal cavity leading to further complications. There have been cases where untreated Appendicitis has caused the disease, peritonitis in humans, resulting in the inflammation of the lining of the abdominal cavity or the peritoneum, often leading to fatal repercussions.
Signs and Symptoms of Head Lice
Most often people are not aware that they have been infected with head lice. However, some of the most common signs and symptoms are as follows:
Consistent Itching: In this, a person keeps on itching the areas around the scalp, neck and the ears. The itching may not occur until the first two to six weeks after the infestation.
Lice presence on the scalp: Lice are very difficult to spot due to their small size. They tend to avoid light and move very quickly. However, they can be easily spotted.
Lice Nits, or Eggs: The eggs or nits tend to be stuck on the hair shafts. Since they are very tiny and are greatly camouflaged, they may be very hard to spot at first. However, they can be easily spotted around the ears and the hairline.
It is recommended to see a doctor for the necessary treatment if you see dead or empty nits from the lice around the scalp. The presences of dandruff or scab tissues left behind by the lice are some of the other symptoms which show the presence of an active infestation.
Tests and Diagnosis of Head Lice Infestation
The best way to identify the head louse is to go in for the identification of an adult louse. The doctor generally combs the child’s hair with the help of a fine toothed comb from the scalp to the end of the hair. In case no louse is found, then the same is repeated for a second time.
Also the doctor may look the child for the presence of nits. Wood’s Light is used in order to look for nits, as they appear bluish in the presence of the light. Suspected nits can be looked under the microscope for determining the presence of an active infestation.
Treatment and Drugs for Lice Infestation
Over the counter drugs are available in order to treat the head lice infections. These medications kill the nits and the lice both. Usually, a second treatment is needed, followed by the primary treatment for the killing of the lice. Pyrethrin is a major chemical used in the medications as it is toxic to lice.
It is recommended to wash the hair with this chemical and then rinsing the hair with vinegar. Some of the commonly used medications are as follows:
Permethrin: This is a synthetic version of brethren and its side effects may include redness as well as itching over the scalp.
Benzyl Alcohol: This medication is not toxic to the lice, but kills them by cutting down their oxygen supply. However, this treatment is not used for children below the age of six months.
Malathion: People above the age of 6 are recommended to use this treatment option. This consists of a dry shampoo which is applied to the hair and is left there for about eight hours. Later, it is rinsed off with water.
It is very important to incorporate clinically relevant practicals into the undergraduate pharmacology practical (UGPP) curriculum. Various medical colleges in the state of Gujarat have included clinical practicals in their UGPP curriculum. [2] Rai has recommended the inclusion of the 'P-drug' concept in the UGPP curriculum.
The conference of experts on the rational use of drugs, convened by the World Health Organization in Nairobi in 1985, stated that: "Rational use of drugs requires that patients receive medications appropriate to their clinical needs, in doses that meet their own individual requirements for an adequate period of time, at the lowest cost to them and their community." This goal can be achieved by acquiring knowledge of the principles of rational drug usage during undergraduate training. This correspondence emphasizes the importance of this concept.
» What is a P-drug?
The drugs you are going to prescribe regularly and with which you will become familiar are called P(ersonal)-drugs. The P-drug concept includes the name of a drug, dosage form, dosage schedule and duration of treatment for a specified condition. Due to varying availability and cost of drugs, different national formularies and essential drug lists, medical culture and individual interpretation of information, P-drugs differ from country to country and between doctors.
There are four reasons that indicate why a P-drug should never be the one that has been suggested or dictated by clinical teachers, senior colleagues or by sales representatives: a) the latest and the most expensive drug is not necessarily the best, the safest or the most cost-effective, b) by developing one's own set of P-drugs, one can learn to handle pharmacological concepts and drug-related data in an effective manner, c) by compiling one's own set of P-drugs, one can prescribe alternatives when the P-drug cannot be used and d) one has the final responsibility for his / her patient's well being, which he / she cannot pass on to others. While physicians can and should draw on expert opinion and consensus guidelines, they should always think for themselves.
» Example for selecting a P-drug for acute amoebic dysentery Top
Amoebiasis is one of the common infections encountered in clinical practice and it is relatively easy to understand the pathophysiology as well as the treatment of amoebiasis. Therefore, we have selected the example of acute amoebic dysentery and analyzed it in consultation with standard textbooks of pharmacology.
The methodology of patient satisfaction surveys
⇒ There has been a shift in thinking about the role of the consumer as patient. It is more likely
now that researchers want to know what consumers think; that they accept that what the
patient tells them is an accurate reflection of what happened; and that this information can be
used to improve the quality of care.
⇒ Coinciding with this shift, and related to it, is a serious questioning of the conception of
satisfaction as a unitary concept whose causal variables can be measured.
⇒ Researchers now are more in favour of using several research methods, drawn from
qualitative and quantitative research, to inform their survey instruments, and gather data.
⇒ The methodological complexities of patient satisfaction research are considerable and should
not be downplayed.
⇒ Certain groups of people, whose social position or state of health may make them vulnerable
to poorer quality care, are extremely difficult to reach via the conventional questionnaire.
The use of patient satisfaction surveys
⇒ There is a need to develop greater expertise, greater support to those doing
patient satisfaction work, more coordination at hospital level, greater
commitment to acting on the results, and involvement of consumers at all
stages of patient satisfaction work, including acting on the results.
⇒ Much patient satisfaction work treats consumers passively, that is, as providers
of information, which administrators and providers may or may not do
something with.
⇒ There is a need to develop appropriate infrastructure for undertaking patient
satisfaction work, to develop the level of expertise, and to consider the role
which independent organisations based on a consumer perspective might play
in undertaking consumer appraisal activities and research in joint activities
with hospitals and purchasers.
ii
⇒ There are questions about whose views are sought in patient satisfaction
surveys and there is a challenge to incorporate the view of those consumers
who are most in need of good quality services, who are very ill, whose views
are regarded as being difficult to obtain and those who are often at risk in the
quality of their care.
Benchmarking
⇒ The purpose for undertaking consumer feedback activity needs to be articulated and owned
by hospitals as part of their overall organisational strategy.
⇒ The processes that produce patient satisfaction are more important to understand
30 Actual Sentences Found In Patients Hospital Charts. Is #17 Serious?
POSTED 1 yr
19 COMMENTS
1. She has no rigors or shaking chills, but her husband states she was very hot in bed last night.
2. Examination of genitalia reveals that he is circus sized.
3. Since she can't get pregnant with her husband, I thought you might like to work her up.
4. The patient is tearful and crying constantly. She also appears to be depressed.
5. The patient has been depressed since she began seeing me in 1993.
6. Discharge status: Alive but without my permission.
7. Healthy appearing decrepit 69 year-old male, mentally alert but forgetful. 8. The patient refused autopsy. 9. The patient has no previous history of suicides.
10. Patient has left white blood cells at another hospital.
11. Patient's medical history has been remarkably insignificant with only a 40 pound weight gain in the past three days.
12. Patient had waffles for breakfast and anorexia for lunch.
13. Between you and me, we ought to be able to get this lady pregnant.
14. On the second day the knee was better, and on the third day it disappeared.
15. She is numb from her toes down.
16. While in ER, she was examined, X-rated and sent home.
17. The skin was moist and dry.
18. Occasional, constant, infrequent headaches.
19. Patient was alert and unresponsive.
20. Rectal examination revealed a normal size thyroid.
21. She stated that she had been constipated for most of her life, until she got a divorce.
22. I saw your patient today, who is still under our car for physical therapy.
23. Both breasts are equal and reactive to light and accommodation.
24. Patient has chest pain if she lies on her left side for over a year.
25. The lab test indicated abnormal lover function.
26. The patient was to have a bowel resection. However, he took a job as a stock broker instead.
27. Skin: somewhat pale but present.
28. The pelvic exam will be done later on the floor.
29. Patient was seen in consultation by DR. Blank, who felt we should sit on the abdomen and I agree.
30. Patient has two teenage children, but no other abnormalities.
Food is the basic necessity of man. It is a mixture of
different nutrients such as carbohydrate, protein, fat, vitamins
and minerals. These nutrients are essential for growth,
development and maintenance of good health throughout life.
They also play a vital role in meeting the special needs of
pregnant and lactating women and patients recovering from
illness.
1.1 FUNCTIONS OF FOOD
Food may be classified according to their functions in
the body.
Functions of Food
___________________________________
Physiological Social Psychological
functions functions functions
________________________________________
Energy yielding Body building foods Protective foods
Foods (Protein) (Vitamins and
minerals)
Fig1.1 Functions of food
(Carbohydrate,
protein, fat)
2
Physiological functions of food:
i. Energy yielding foods:
Foods rich in carbohydrates and fats are called energy
yielding foods. They provide energy to sustain the involuntary
processes essential for continuance of life, to carry out various
professional, household and recreational activities and to
convert food ingested into usable nutrients in the body.
The energy needed is supplied by the oxidation of foods
consumed. Cereals, roots and tubers, dried fruits, oils, butter and
ghee are all good sources of energy.
ii. Body building foods:
Foods rich in protein are called body building foods.
Milk, meat, eggs and fish are rich in proteins of high quality.
Pulses and nuts are good sources of protein but the protein is not
of high quality. These foods help to maintain life and promote
growth. They also supply energy.
iii. Protective and Regulatory foods:
Foods rich in protein, minerals and vitamins are known
as protective and regulatory foods. They are essential for health
and regulate activities such as maintenance of body temperature,
muscle contraction, control of water balance, clotting of blood,
removal of waste products from the body and maintaining
heartbeat. Milk, egg, liver, fruits and vegetables are protective
foods.
Social functions of food:
Food has always been the central part of our
community, social, cultural and religious life. It has been an
expression of love, friendship and happiness at religious, social
and family get-togethers.
Psychological functions of food:
In addition to satisfying physical and social needs, foods
also satisfy certain emotional needs of human beings. These
include a sense of security, love and acceptance. For example,
preparation of delicious foods for family members is a token of
love and affection.
Expert: Clinical Pharmacist replied 4 years ago.
Hello -
Thanks for the question.
Typical org charts vary primarily on size of a facility. Most smaller hospitals (<200>400 beds), you will have a director of pharmacy or a chief pharmacy officer (more commonly used nowadays for large facilites). Under them there are usually 2-3 assistant directors. They assistant directors may be responsible for: clinical, operations, technology, business management (purchasing), and a few others. Under the assistant directors you will have a few managers/coordinators that help run day to day operations and aid in project management. It is at the larger institutions that you encounter clinical specialists as well. For example, you may have multiple pharmacists that are specialists in certain areas (i.e.: cardiology, infectious diseases, transplant, endocrine, critical care, etc...). They typically report up through the clinical assistant director. Under the operations director, are the other pharmacists responsible primarily for order process and distribution. You also will have technicians that aid in the processes of the department. Within this larger setting, there are more advanced technology, so you have staff to support that which reports to an assistant director of information systems.
For institutions between 200 and 400 beds, it is a mix of the above two org charts. It really depends on the programs that the institutions have in place and the budget.
Treatment and Drugs for Diabetes:
For a person suffering from Type 1 Diabetes, the treatment is going to need a lifetime of commitment. Some of the daily routine that needs to be followed is as followed:
•Taking insulin
•Exercising regularly and making sure to maintain a healthy weight
•Eating healthy foods
•Monitoring the blood sugar level
The goal of the treatment is to make sure that the blood sugar level is kept at bay. Insulin level has to be maintained in the bloodstream and there are two different ways of injecting insulin into the body.
•With a fine needle and a syringe
•An insulin pen, with cartridge filled with insulin
•An insulin pump
Healthy need of food as well as physical activity is required in order to maintain a healthy lifestyle for people who are suffering from Diabetes Type 1.
diet rich in green leafy vegetables, beans, berries, whole grains and wine can help to slow normal brain ageing and cognitive decline.Plant-based diet proven to reduce Alzheimer's risk. STARCH stands for Study To Assess the dietaRy CarboHydrate content of Indian type-2 diabetes population. The study was conducted with the objective to assess the total and complex carbohydrate content in the daily diet of the diabetes population.
I believe there is a need to build and reinforce a professional identity founded on integrity, ethical behavior and honor. This development, a vital process in my education, will help to ensure that I am true to the professional relationship I establish between myself and society as I become a member of the pharmacy community. Integrity will be an essential part of my everyday life and I will pursue all academic and professional endeavors with honesty and commitment to service.
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Medical Technology Tackles New Health Care Demand - Research Report - March 2...pchutichetpong
M Capital Group (“MCG”) predicts that with, against, despite, and even without the global pandemic, the medical technology (MedTech) industry shows signs of continuous healthy growth, driven by smaller, faster, and cheaper devices, growing demand for home-based applications, technological innovation, strategic acquisitions, investments, and SPAC listings. MCG predicts that this should reflects itself in annual growth of over 6%, well beyond 2028.
According to Chris Mouchabhani, Managing Partner at M Capital Group, “Despite all economic scenarios that one may consider, beyond overall economic shocks, medical technology should remain one of the most promising and robust sectors over the short to medium term and well beyond 2028.”
There is a movement towards home-based care for the elderly, next generation scanning and MRI devices, wearable technology, artificial intelligence incorporation, and online connectivity. Experts also see a focus on predictive, preventive, personalized, participatory, and precision medicine, with rising levels of integration of home care and technological innovation.
The average cost of treatment has been rising across the board, creating additional financial burdens to governments, healthcare providers and insurance companies. According to MCG, cost-per-inpatient-stay in the United States alone rose on average annually by over 13% between 2014 to 2021, leading MedTech to focus research efforts on optimized medical equipment at lower price points, whilst emphasizing portability and ease of use. Namely, 46% of the 1,008 medical technology companies in the 2021 MedTech Innovator (“MTI”) database are focusing on prevention, wellness, detection, or diagnosis, signaling a clear push for preventive care to also tackle costs.
In addition, there has also been a lasting impact on consumer and medical demand for home care, supported by the pandemic. Lockdowns, closure of care facilities, and healthcare systems subjected to capacity pressure, accelerated demand away from traditional inpatient care. Now, outpatient care solutions are driving industry production, with nearly 70% of recent diagnostics start-up companies producing products in areas such as ambulatory clinics, at-home care, and self-administered diagnostics.
QA Paediatric dentistry department, Hospital Melaka 2020Azreen Aj
QA study - To improve the 6th monthly recall rate post-comprehensive dental treatment under general anaesthesia in paediatric dentistry department, Hospital Melaka
Global launch of the Healthy Ageing and Prevention Index 2nd wave – alongside...ILC- UK
The Healthy Ageing and Prevention Index is an online tool created by ILC that ranks countries on six metrics including, life span, health span, work span, income, environmental performance, and happiness. The Index helps us understand how well countries have adapted to longevity and inform decision makers on what must be done to maximise the economic benefits that comes with living well for longer.
Alongside the 77th World Health Assembly in Geneva on 28 May 2024, we launched the second version of our Index, allowing us to track progress and give new insights into what needs to be done to keep populations healthier for longer.
The speakers included:
Professor Orazio Schillaci, Minister of Health, Italy
Dr Hans Groth, Chairman of the Board, World Demographic & Ageing Forum
Professor Ilona Kickbusch, Founder and Chair, Global Health Centre, Geneva Graduate Institute and co-chair, World Health Summit Council
Dr Natasha Azzopardi Muscat, Director, Country Health Policies and Systems Division, World Health Organisation EURO
Dr Marta Lomazzi, Executive Manager, World Federation of Public Health Associations
Dr Shyam Bishen, Head, Centre for Health and Healthcare and Member of the Executive Committee, World Economic Forum
Dr Karin Tegmark Wisell, Director General, Public Health Agency of Sweden
The dimensions of healthcare quality refer to various attributes or aspects that define the standard of healthcare services. These dimensions are used to evaluate, measure, and improve the quality of care provided to patients. A comprehensive understanding of these dimensions ensures that healthcare systems can address various aspects of patient care effectively and holistically. Dimensions of Healthcare Quality and Performance of care include the following; Appropriateness, Availability, Competence, Continuity, Effectiveness, Efficiency, Efficacy, Prevention, Respect and Care, Safety as well as Timeliness.
A dissertation report on analysis of patient satisfaction max polyclinic by mohammad yaser hussain
1. a Dissertation Report
on
ANALYSIS OF PATIENT SATISFICATION IN I.P.D.
MAX POLYCLINIC AND DIABETIC CENTRE- HYDERABAD
Submitted by
MOHAMMED YASER HUSSAIN
Regd. No: 1308018481
Academic session 2013-2015
in partial fulfillment of the requirement
for the award of the degree
MASTER OF BUSINESS ADMINISTRATION
in
HEATH CARE SERVICES MANAGEMENT
2. From
SIKKIM MANIPAL UNIVERSITY
DECLARATION
I hereby declare that the project report entitled submitted on
“ANALYSIS OF PATIENT SATISFICATION IN I.P.D. MAX
POLICLINIC AND DIABETIC CENTRE HYDERABAD ”here by
solemnly declare that this dissertation is an original work of mine and
this has not been submitted to any other institute / university towards
any other degree /diploma .Partial fulfillment of the requirements for the
degree of Master of Business Administration (MBA) to Sikkim- Manipal
University, India, is my original work and not submitted for the award of
any other degree, diploma, fellowship or any other similar title or
prizes.Whatever information furnished in this project is true and to the
best of my knowledge.
Place : HYDERABAD Course title - MBA (HCSM)
SIKKIM MANIPAL UNIVERSITY
Academic session 2013-2015
3. ACKNOWLEDGEMENT
Every endeavor in itself is an impression of the efforts of not only those
who pursue it but of those as well who provide guidance and motivation
towards its successful completion. Likewise,this project bears an imprint
of all those who helped me at various stages and it would be unfair on
my part not to thank them .
I would like to extend a word of gratitude towards Dr. M A Wahab
Zubair. Director of Max Poly Clinic and Diabetic Centre, for giving me
an opportunity to undergo this dissertation project with Max poly clinic.
I sincerely thanks to Dr. M A Wahab Zubair for guiding me and my
project guide ,who provided me with his unending support from the very
beginning of the project,which helped in timely completion of the
project.
I sincerely thanks and unbounded gratitude towards my family for
giving me support and moral encouragement for enlightening my way
whenever any kind of support was required to complete the project.
Finally, I thanks to the staff of Max Polyclinic and Diabetic Centre for
their co-operation.
MOHAMMED YASER HUSSAIN
B-PHARM -MBA
4. Bonafide Certificate
Certified that this project report titled” Analysis of patient
satisfication in IPD” is the Bonafide work of “ MOHAMMED
YASER HUSSAIN ”with ROLLNO -1308018481 who carried
out the project work under my supervision.
Signature Signature
HOD Faculty in charge
5. CONTENTS
Chapter 1. Introduction. 6
1.1 Project Introduction.
1.2 Max Ploy Clinic and Diabetic Centre Profile.
1.3 Executive Summary.
Chapter 2. Aims and Objectives 10
Chapter 3. Review of Literature. 12
Chapter 4. Methodology 42
4.1 Research Design.
4.2 Data Collection Method.
4.3 Sampling Design.
Chapter 5. Analysis, Interpretation, Finding and Discussion. 45
Chapter 6. Conclusion and Recommendation. 60
Appendix 65
Bibliography 67
6. CHAPTER 1
1.1 INTRODUCTION OF THE TOPIC
Hospitals are increasingly becoming sensitive to the needs of the patients as
will the community. It is no longer the sellers [providers] market. Except for the
totally free service provided by the Government run hospitals and a few hospitals
run by the civic hospitals.
According to Dona Bedian
“Patient satisfaction may be considered to be one of the desired outcomes of care,
even on element of health status itself” and that “information about patient
satisfaction should be as indispensable to assessment of quality as to the design and
management of health care system.
During the recent years the use of patient satisfaction surveys has increased
in health care industry due in part to the belief that perception of quality is an
important factor in demand for services and that survey result may have significant
effect on provider behaviour. According to Ware “patient satisfaction is a
determinant of a healthcare provider or system. Use of services complaints and
malpractice suits”.
Use of patient satisfaction survey as a tool for quality improvement has
become extensive in almost all western countries. Most hospital have a system of
obtaining routine feedback from all the discharge patients. The quality
improvement task force of the joint commission of accreditation of the health care
organization in USA is also encouraging hospitals to mandate surveys are
conducted in private hospitals.
But the actual value of patient satisfaction surveys, as a tool for continuous
quality improvement is a matter of debate among the academicians and hospitals
managers.
7. DETERMINANTSOFPATIENT SATISFACTION
From the search of cotemporary literature, the major determinants of the
patients satisfaction identified by different researchers could be summarized as
follows. In order to evaluate the quality of survey Wolley emphasized on the
follow determinants.
Satisfaction with out come
Continuity of care
Patient Expectation
Patient relationship with doctors, nurses and other staff.
The advances in science and technology made hospitals highly labour intensive
and capital intensive. This made much of the hospitals in the private hospitals force
to comply with the concept of TQM.
The core concept of TQM is customer satisfaction i.e., patient satisfaction as far
as the hospital is considered. The mindset of the customer [patient] coming to a
hospital is quite different to a customer coming to other service industries like
hotel, or airlines.
The approach and behaviour of tea stall, the physical and technological facilities,
general cleanliness and hygiene, cost of treatment etc has a significant impact on
the satisfaction of the patient.
Patient satisfaction can be effective to assess and measure following factors
such as:
Major source of attraction for patients coming to hospital
Satisfaction of various services
Demographic factors
Geographic factors
Patient satisfaction survey is reliable, a yardstick to assess the quality of health
care extended by health institute. Such surveys manifest the patients’ perspective of
ganging the quality of health care provided, their expectation and their need. It also
8. enables to infer as to how well equipped doctors, hospitals and health planners are
in satisfying the patients needs and expectations measure of patients satisfaction
become imperative in modern days as the patients in the central customer and
information and experience provided from his perspective enables the healthcare
provided to identify the area of strength and improvement opportunities within a
single system.
Secondly it helps to measure satisfaction as an out come of care and helps to
patient’s behavior.
Thirdly it generates doctor for theoretically importance and for practical
purpose such as planning administration as an evaluation of health care services.
Satisfaction is a subjective method to assess the need and out come of the care
provided by the healthcare systems. Satisfaction itself encompasses the perceived
need of patient expectations of care provided by the hospital experience of care
during the stay in hospital.
Since measuring satisfaction is a subjective assessment of health care and not
the final out come, survey using patient satisfaction. Schedule interview a tool,
which is used to measure patient satisfaction as amore objective way to assess the
satisfaction level.
In these days of intense of competition, hospital will find it very difficult to get
patient. Retaining the already exiting patients is also very important in enhancing
the profit and for this patient satisfaction has to be ensured at high level. Some
studies have found out that its cost 5times more to get a new customer than it to
keep a current customer.
There is quoted statement in the patient satisfaction if you don’t measure it, you
can’t improve the quality of patient satisfaction survey needs to be conducted
regularly.
EXECUTIVE SUMMARY
9. Max Polyclinic & Diabetic Centre
The Max Polyclinic was started in the year 2008 by a team of highly professional
doctors to provide health care to the population at a rate they can afford. It
conducts the free health care camps on certain days in a month.
The diagnostic facilities include the pathology department which has separate
sections for the clinical pathology, microbiology and histopathology with
equipment like automated biochemistry analyzer, ABG and electrolyte analyzer,
computerized stress analyzer and ECG etc. are also available.
The polyclinic is of 45 bed strength. The facilities include,
Pediatrics
General medicine
Diabetic services
Day care centre
Diagnostic laboratory
Asthma clinic
Poisoning Care
Chapter 2
AIMS AND OBJECTIVE
o To study the patient are satisfied from the services provided by the
maxployclinic and diabetic centre.
o To increase the efficiency of the hospital
o To determine the hospital image
Chapter3
10. REVIEW OF LITERATURE
Patient satisfaction: The Indispensable Outcome
Surveys say a lot about quality and are continuously conducted by HMOs
and accrediting bodies. The authors suggest medical groups follow suit.
BY ROGER BOLUS, PH.D., AND JENNIFER PITTS, PH.D.
“Why measure satisfaction when the health plans we contract with already do it?”
“How can we conduct a satisfaction survey that won’t disrupt office work
flow?”
“How
“How do we translate satisfaction findings into something that will make a
difference?”
Questions like these reflect just a few of the concerns that many medical groups
have about measuring patient satisfaction. While most large managed care
organizations collect satisfaction data continuously for purposes of accreditation
and quality assurance, the medical groups that contract with them often survey
only irregularly, if at all.
They often fail to realize the potential benefits of regular surveys. If not
already, then very soon, this will be an area of concern for medical groups as they
are increasingly being held accountable for the satisfaction data collected by
MCOs they contract with. Groups that do understand the advantages certainly face
a number of challenges.
Let’s consider the growing importance of patient-satisfaction data for medical
groups, and look at sine innovative approaches that may help provider groups see
satisfaction as a valuable management tool. The yardstick
Patient-centered outcomes have taken center stage as the primary means of
measuring the effectiveness to health care delivery. It is commonly acknowledged
that patients reports of measuring the effectiveness of health care delivery. It is
commonly acknowledged that patients reports of their
11. Heath and quality of life, and their satisfaction with the quality of care and
services, are as important as many clinical health measures.
Health care organizations are operating in an extremely competitive
environment, and patient satisfaction has become key to gaining and maintaining
market share. All major players in the health care arena use satisfaction
information when making decisions. Also, because much satisfaction data reflects
care delivered by physician and other provider groups, this information is receiving
close attention from MCOs, consumers, employers, and accrediting organizations.
The scrutiny is based on data collected by MCOs, which may or may not
accurately reflect the care delivered by individual provider groups. This
underscores the need for medical groups to collect reliable and unbiased
satisfaction information from their own patients on an ongoing basis.
External review
Accountability has become the buzzword of the 90s. More physicians are
compelled to show that they have acceptable levels of patient satisfaction. In fact, a
number of standards-setting organization and consumer groups have begun using
patient satisfaction as a key indicator of health care quality.
Without acceptable levels of patient satisfaction, health plans may not get
full accreditation and will lack the competitive edge enjoyed by fully accredited
plans. Most MCOs now undergo some kind of formal accreditation, and therefore
measure satisfaction.
Feeling increasing pressure, many health plans are beginning to provide
incentives to physicians to produce high levels of patient satisfaction.
U.S.Healthcare was among the earliest to factor satisfaction with physicians into its
annual .
Compensation formula.
Similarly, Health Net, a large network-model HMO in California, has
offered significant annual bonuses to medical groups that perform particularly well
on its annual patient survey. [See “The Increasing Importance of Measuring Patient
Satisfaction” for evidence of this trend.]
12. It may be prudent for smaller provider groups to collect their own physician-
specific data to demonstrate acceptable satisfaction levels to the MCOs with which
they contract. Valid patient-satisfaction information can provide practices with
leverage in negotiating future contract with MCOs, and supplies ammunition that
can be used to counter unfavorable evaluations. By conducting their own surveys,
practices will also be able to identify and resolve potential patient-satisfaction
problems before they are recognized as problematic by MCOs.
The reality is that medical groups face a number of challenges implementing
patient-satisfaction survey programs. While most large health plans have the
resources to conduct surveys or to hire vendors, measuring patient satisfaction can
be costly for small practice groups, especially in the face of shrinking operating
margins.
Provider groups often lack the expertise necessary to plan and manage the task,
and tight budgets may limit their ability to outsource. Other challenges include
ensuing that data collection creates minimal hassle for practice staff, obtaining
acceptable response rates and reliable data, properly analyzing and reporting
survey findings, and translating findings into information that can be used for
program planning and quality-improvement efforts. [See” Critical Decisions in the
Survey Process, “for some decisions that a group must make when designing a
survey [program,.]
Technological solutions
Recent technological advances provide managers with solutions to many of the
problems associated with measuring satisfaction, including development of new
survey instruments with known reliability and validity, use of innovative data-
gathering technologies, improvement in measurement and statistical applications,
and technologies that simplify development of interesting and effective
presentations of survey findings.
Today’s health care consumers are more sophisticated than in the past and now
demand increasingly more accurate and valid evidence of health plan quality.
With this in mind, the National Committee for Quality Assurance has
developed a member-satisfaction survey as a part of its HEDIS quality standards,
13. and is in the process of reviewing an updated version based on the Consumer
Assessment of Health Plans Survey for 1999. CAHPS was developed through a
cooperative agreement with the Agency for Health Care policy, Rand Corp.,
Research Triangle Institute, and Harvard University.
A lot of work went into developing these questionnaires, resulting in lessons that
can be applied to satisfaction survey programs at the medical-group level. Focus
groups described issues of most relevance for patients; and cognitive testing
determined the most understandable wording of questions. Tests determined the
validity of the instruments.
While the NCQA and CAHPS questionnaires were developed for use with health
plan populations, and many of the questions may have applicability for medical
group practices, measures have been specifically designed for office-practice
settings. For example, the American Medical Group Association supports a well-
validated 13-item visit-specific standardized survey of patient satisfaction.
Findings can be reported at the clinic, department, or physician level, or in
the context of national and regional satisfaction benchmarks. In this manner,
medical groups and physicians can see how they compare to relevant peer groups.
Each of these surveys provides different information about consumer
perceptions of health care the distinction between the surveys is important and
should be carefully weighed when considering the intended use of survey findings.
These questionnaires can be used off the shelf by medical groups, or they
can provide a starting point for customized instruments. If there is reason to
believe that standardized surveys don’t fully reflect medical groups, patient
population, patient experiences, or the particular office setting, it may be wise to
use supplemental questions or a customized survey designed to provide additional
information.
The lessons learned from the NCQA and CAHPS projects can be applied
when designing new questions or questionnaires.
New ways to collect data
14. Don’t underestimate the expense of collecting satisfaction data. Reliance on
paper-and pencil survey methods often resulted in disruption of office work flow
and burdened an already overworked staff. Recently, however, a number of
technological innovations have been developed to reduce staff burden and long-
term costs. Examples include in-office computer kiosks [i.e., cabinets that allow
patients to see a computer monitor
And type on a keyboard] and hand-held devices that present one question at a time
to patients and require hen to press one key to respond
Patients can use this equipment to complete satisfaction surveys immediately
after their office visits with minimal direction from office staff. Even the Internet
has served as a means for efficiently collecting patient-satisfaction data select
populations.
Patients with Internet access can complete satisfaction surveys online after
returning home, or they fan gain access through a computer terminals in the
doctor’s office. The data collected with each of these technologies are
automatically entered into a data file that is ready to be processed and analyzed.
This can cut down dramatically on the time and costs associated with
transferring data from paper-and-pencil questionnaires. Even paper-and-pencil
surveying can be automated; for example, a fax machine can transmit patient
responses to a central processing and reporting service. All of the technologies
described above reduce the administrative burden faced by medical offices, which
is especially important when implementing a program.
Effective reporting
Whether medical groups produce their own survey reports or use the
services of a vendor, report content will depend on the goals of the satisfaction
program. To get the most out of the data, groups may want to compare findings for
their own patients with external norms or standards or with internal benchmarks
they may want to make a longitudinal analysis.
For example, if a standardized survey is used that has normative
information available; it will be possible to compare group-level data with regional
or national populations. For selected surveys, norms may even be available by
15. medical specialty. With either customized or standardized surgery’s it is possible to
compare group-level findings with internal benchmarks or objectives. Data can
also be compared before and after program improvement or process change to
determine its effectiveness. It is also valuable to report findings for different
subgroups within a medical group; for example, satisfaction levels for different
specialty categories, different office sites, or even individual physicians.
Developing and implementing a sound patient-satisfaction measurement
program that takes advantage of many of these innovations may require expertise
not often available in medical-practice settings. In response to this and other
market needs, service organizations have recently been created that provide
products and services to support efforts to measure patient satisfaction.
Groups considering implementing a satisfaction-survey program will need to
consider several factors including cost-effectiveness objectivity, and program
quality. Outside resources can address each of these Considerations.
Using outside experts to design, implement, and maintain a satisfaction-
survey program can actually be cost-effective because it allows staff member to
conduct thief daily business uninterrupted A serious consideration id the need for
independent objective assessment.
NCQA now recognizes the importance of objectivity in satisfaction measurement
and requires that satisfaction data used for health plan accreditation purposes be
collected by an outside survey vendor.
Finally, an outside expert can be expected to employ rigorous evacuation
methods to ensure data quality and effective reporting of satisfaction findings.
As we move into the next millennium, the measurement of patient
satisfaction is becoming less of a luxury and more of a necessity for medical
groups. It is increasingly important that a patient-patient-satisfaction program be
done well, using sound protocol and methods
Survey findings can be used for accreditation and marketing. In this era of
increasing competition and high patient demand for health care excellence, medical
16. groups cannot afford to forgo the insights they can derive from patient-satisfaction
surveys.
About the authors: Roger Bolus, Ph.D., is direct or of outcomes and analytic
services for Pfizer Health Solutions. His responsibilities include designing and
carrying out evaluation activities associated with the various PHS products.
Jennifer Pitts, Ph.D., is a senior project scientist at Pfizer Health Solutions.
Before joining PHS, she was an Agency for Health Care and Research postdoctoral
fellow at the UCLA School of Medicine.
Pfizer Health Solutions, which has 30 professionals on its staff, is a wholly
owned subsidiary of Pfizer Inc.
The new health care accountability: Voice of the patient has a new
legitimacy Member satisfaction is measured as a part of the National Committee
for Quality Assurance s HEDIS quality analysis.
Employing the Consumer Assessment of health Plans Survey, member
satisfaction is factored into the formulas for decisions regarding accreditation. In
collaboration with specialty, state, and local medical societies, the AMA has
developed American Medical Accreditation Program, in which physicians who
meet strict quality standards can receive individual accreditation In addition to
standardized measures of clinical results and health status, patient satisfaction is
considered a key result of patient care.
The Foundation for Accountability is a not-for-profit organization whose
stated mission is to help consumers make better health care decisions. FACCT is
comprised of consumer organizations and health care purchasers calculated to
represent nearly 80 million consumers. Among its many efforts, FACCT has
developed consumer-focused quality measures that include a patient satisfaction
instrument. The increasing importance of measuring patient satisfaction one needs
only to look at the available data to realize the growing importance of monitoring
patient satisfaction. Beginning in 1996,
Hewitt Associates, the international management consulting firm, began to
develop an extensive health plan database: the Health Value. The database includes
health plans responses to an extensive questionnaire about operations, quality-
17. improvement programs, provider contracting, and other activities. The survey has
been conducted annually since 1996 and contains responses from over 500 plans.
Among the questions that have been asked:
Whether plans feed satisfaction-survey results to medical groups [for plans
with data for 1996 and 1998] whether member satisfaction with providers is
incorporated unto the compensation formula [for plans with data in 1996, 1997,
and 1998]
The HHV1 survey indicates a growing trend in the use of satisfaction data
by health plans. Over 80 percent of the reporting health plans now feed this
information back to medical groups as part of quality important, a similar
percentage include this data as part of physician reimbursement
When the perceived out come of care meets with expectation, quality is
considered high. Continues quality improvement is the work towards achieving
needs and wants of the patients as for as hospitals are concerned.
In view of patient satisfaction patient relationship management acquires
great significance. For managing relationship with patient, the hospital
management has to first identify the different occasions when representatives of
the organizations have opportunities to interact with the patients and bystanders.
Often hospitals tend to look at the services of doctors and nurses alone, but as for
as patients are concerned, the service of the security staff to receptionist, lift
operator, waiter in the canteen, house keeping staff etc. have an impact as they
assess the quality of the hospital. The impression a patient and by standees forms
about the hospital depends on how the hospital employees and representatives
deals with the patient and by-standard’s at the various interactions. Johan Calzon
calls this interaction as “moments of truth”
18. Primary reasons for a hospital existence is to provide care for patients and
satisfy their needs “Satisfaction is measure of the patient attitude towards his
physician the medical care being received and the health care system”
With the increasing emphasis on quality health care there is a tendency to
involve the patient to a greater extend in evaluating the quality of care provided.
Thus patient satisfaction has been suggested as criteria for measuring quality of
care.
Every patient should feel that he is considered and cared for. To give
satisfaction the nurse should recognize the carious needs of the patient and meet
them with out any delay
The main purpose of the ward/room is to satisfy the wants and needs of the
patient the ward/room must provide the best possible atmosphere for the patient
satisfying the social as well economic need of the patient within acceptable cost.
Every patient admitted to the hospitals should be considered as unique person in
terms of both personal needs and extent of illness. Anthropologist Clyde
Kluckhohn wrote. Every man in certain respect like no other man: every man
certain respect like some other man: every man in certain respect like all other
man. There is a tendency among nurses to identify the patient either by bed number
or by the disease they suffer from. It is very important that nurses should address
the patients by his or her name.
Now we have to see why continuous quality improvement is needed as far as
hospitals are concerned. In earlier days hospital was set to poor and weaker section
of the society in those days there was only little advance in medicine. And
hospitals were mainly a shelter for destitute.
The environment in with the hospital are working has also underwent change
the supreme Court of India’s ruling that the hospital can also come under the
preview of the consumer protection act 1986, has forced hospitals to take steps to
improve the quality, witch otherwise would give the hospital loss of money as well
reputation. Again the introduction of Insurance Regulatory Bill [IRB] will be
another change in the government as far as hospitals are concerned. The private
insurance companies will go in for various health insurance schemes, which would
force to hospital to undergo quality improvement programmes. These and other
19. rapid change in the external environment would force to hospital to undergo
continuous quality improvement and thereby bring change in the organization.
To day there is tough competition between the hospital different hospitals to
attract patient. The hospitals are forced to accept the patients [customers 0 as king,
for their survival. To serve them better we have to understand the concept of the
service better. Though a service is obviously different from physical product it is
still product. A service product-any incident of doing for other for fee can be
distinguished from a commodity by one or more, and usually several of the
following service characteristics.
1. A service is produced at the instant of delivery it can’t be created in advance
or held in the readiness.
2. A service cannot be centrally produced inspected, stock pilled or ware
housed. It usually is delivered wherever: the customer is, by people who are
beyond the immediate influence of management.
3. The service cannot be demonstrated, nor can be sample be sent for
customers in advance of service.
4. The person receiving the service has nothing tangible; the value of service
depends on his or her personal experience.
5. The experience cannot be sold to a third party, but the nature of the
experience can be conveyed to third party.
6. If improperly performed, a service cannot be re called or repeated, and then
reparations or apologies are only means of recourse for customer
satisfaction.
7. Quality assurance must happen before production, rather than after
production, would be the case in manufacturing industry where service is
delivered at instance
20. 8. Delivery of service usually require human interaction to a greater extend.
Service provider and service receiver comes in a contact in a personal way to
create service.
9. Receives expectations of the service are integral to his or her satisfaction
with the out come. The quality of service is a subjective matter.
10.The more the customer must encounter during the delivery of the service, the
less likely it is that he or she will be satisfied with the service.
The three important characteristics that differentiate outstanding service
organizations from mediocre one includes.
Though a service organization, the service provided by the hospital is
different from other service organizations such as bank, hotels and restaurants.
People may go to hotels and restaurants in a happy mood, while going to
hospital is a nightmare for almost for all persons. So the mindset of the patient
in the hospital will be different, unlike the customers of service organizations.
Now let us consider the concept of patient satisfaction as per the opinion of
eminent authors
According to Philip Kotler “satisfaction is a state felt by a person who experienced a
performance or out come that has fulfilled his or her expectations.”
Mrs. Prem Misra says, “The literal meaning of satisfaction is to fulfill the desire
expectations. Needs ordemand of person. Satisfaction is a psychological phenomenon resulting from
meeting the basic needs of human beings. The needs may be physical, psychological, social or
spiritual. All these needs are interrelated and inter dependent. The fulfillment of one need affects the
need in the other area”.
Dr O.P. Sharma in his improving patient satisfaction says, “In the current era
of scarce hospital resource, high cost of hospital operations and increasing
demand of hospital services. The improvement of patient satisfaction assumes
great significance for the hospital administrators in particular and the public in
general. Patient and their relatives can be almost fully satisfied in existing
21. conditions available in our hospitals. No extra funds are necessary. Change in
attitude and approach is required.”
Dr. C.M. Francis says,” patient satisfaction is often a better indictor of
quality of art of car, quality of nursing care, quality of facilities provided then
quality of technical aspects of care per se”.
As per S.I Goel and R, Kumar “The inpatient services are the costliest in
terms of expenditure in a hospital and therefore must be used judiciously and
effectively make the patient feel that a word is a temporary home to the patient, till
they are discharged.”
When a hospital has to undergo a charge, it must find out the needs of the
patients. Need assessment can be done through patient satisfaction survey. Though
this needs, wants and attitudes of the patient can be found out an assessment of
consumers need is necessary steps that precede the provision of service.
Health care organization must systematically study patient needs, wants,
perceptions, preferences and satisfaction, using surveys, focus groups and other
means. A marketing orientation holds that the main task of the organization is to
determine the needs and wants of the target market and to satisfy through the
design, communication, pricing and delivery of appropriate and competitively
viable services.
Mac Stravic indicates four errors that hospitals and related health care
organizations often make concerning needs.
It may ignore unmet needs and satisfy itself that as long as it serves all who
enters its door it has fulfilled its obligation.
It may provide service in excess of need, perhaps excusing itself on the
ground that is providing what the consumer wants.
It fully accepts its obligation to serve community but fail to ration the
communities scares resources.
The biggest danger in health care services facilities need oriented approach
is that obligating not cost is usually placed first.
Another important aspect of patient satisfaction is the awareness of the patient
rights awareness should be on the patient that they are free and equal partners in
22. the health care process. The patient has the right to consider it, respectful care of
all time with recognition of his personal dignity regardless of race, creed, sex, or
ability to pay. He has the right to obtain the minute details regarding his treatment
and various investigative procedures.
The strive for continuous improvement should be in the mind of every
employee in the organisation. There has to be commitment of “Do it right the first
time”. They have to be made understood they won’tget a second chance to create a
first impression, which will be the impression in the mind of the patient. The
customer would push for better price, improved service, speedier delivery of
service.
Hospitals are increasingly becoming sensitive to the needs of patients as well
as the community it is no longer the seller’s [providers] market, except for the
totally free service provided by the Govt. run hospitals and a few hospitals run by
the civic authorities.
According to Dona Bedian “patient satisfaction may be considered to be one
of the desired outcome of care, even an element of health status itself and that
information about patient satisfaction should be as indispensable to assessment of
quality as to the design and management of healthcare systems.”
During the recent years the use of patient satisfaction survey has increased in
health industry due in part to the belief that perception of quality is an important
factor in the demand for services and the survey result may have significant effects
on provider behaviour according to Ware “Patient satisfaction is a determinant of a
healthcare provider or system. Use of services complaints and malpractice suits”
Use of patient satisfaction survey as a tool for quality improvement has
become extensive in almost all western countries. Most hospital have a system of
obtaining routine feedback from all the discharge patients. The quality
improvement task force of the joint commission of accreditation of the health care
organization in USA is also encouraging hospitals to mandate surveys are
conducted in private hospitals.
23. But the actual value of patient satisfaction surveys, as a tool for continuous
quality improvement is a matter of debate among the academicians and hospitals
managers.
Vouri’ Listed following deficiency in patient’s satisfaction measures.
Patients lack knowledge to accurately assess the technical competence of
medical personal further more their physical or emotional status can easily impede
judgment
Patients are influenced by non-medical factors such as the interpersonal skill
of the provider. A good beside manner can easily mask doubtful technical quality.
Patients are often too reluctant to disclose what they really think because of
their sense of dependency or prier failure in patient-physician communication.
Patients cannot accurately recall aspects of the delivery process more over
patient surveys or even face interviews are impact means for measuring highly
subjective phenomena”.
Surveys generally very widely in design. Content, administration and overall
sophistication in analysis and computation of result. The usefulness of the survey,
instruments, administration and analysis.
According to Irwin Press “Patient satisfaction is good medicine & good
business.”
These words close Irwin Press’comprensive book about patient satisfaction,
and they say it all: patient satisfaction is required to succeed in today’s health care
industry. In his book, Irwin Press, who is an icon in patient satisfaction, answer
every conceivable question about measuring patient satisfaction. More valuable, he
debunks the usual excuses for mediocre or poor patient satisfaction [our patient are
sicker, we have a trauma centre, our patients are less sophisticated, etc] and he
provides concrete examples of ways other organizations have made marked
24. improvements in their patient satisfaction scores- to the benefit of patients,
employees and the bottom line us studies that indicate satisfied patients often
recover faster and better from treatment this leads to goodwill for the organization,
positive word-of mouth promotion, and more customers at your hospital. When
patients are satisfied it also indicates that the staffs are content with their jobs and
they perform their jobs well, resulting a decreased turnover, are and less money
spent on finder’s fees.
In today’s health care market the traditional term for referring has changed.
In many private health care organizations the term customer has replaced the word
patient when the term customer is used it is considered inclusive of all individuals
who receive services. For hospital similar to the healthcare organizations, the
primary aim of health service delivery is clearly satisfying the customer.
FACTORSAFFECTING PATIENTSATISFACTION
Hospitals must be conscious of the need to provide in the service re ndered
by them all time. The process involves all activities and all departments in the
hospitals. All functions must be carried out so that they are done right at the first
time. The medical care there may There are several factors, which are affecting the
standard of patient satisfaction these include,
Physical factors.
Service factors.
Technological factors.
Costfactors.
Communication.
PHYSICAL FACTORS:
To provide quality care the basic physical infrastructure is necessary. The
location of the hospital is an important physical factor. Ideally it should be away
from densely populated area. But at the same time it should be easily accessible by
various modes of transportation such as road, rail etc.
25. The lay out should be provided with sufficient ventilation, good light and
ventilation to enter fresh air. The physical structure and good environment will
create of good impression in the minds of the people. Hospital should provide
seating arrangements, adequate toilet and drinking facilities. Here should be
signboards since the patients may find it difficult to identify the various places they
have to go.
The availability of good physical facilities attracts not only new patients it
will also help the old patient to remain with the hospital. Supplies and equipments
are also essential to facilitate the service and the service and they should be always
in working conditions to give maximum out put besides these there are several
other factors which provides satisfaction to the patients like waiting room with
adequate seating arrangement, parking facilities with adequate patients like waiting
room with adequate seating arrangement, parking facilities with adequate space,
good front office with inquiry of reception staff. Availability of specialist doctors,
availability of facilities, like modern equipments machines etc are very important
inpatients satisfaction.
Physical facilities to be provided include public telephone booth with STD/ISD
facilities, recreation facility, newspaper etc. Assisting the patient with those
physical services necessary for his well being and comfort which cannot for
himself unaided and planning such services to meet his individual, needs as they
are affected by his physical condition and his emotional reaction”
The physical facilities of the hospital should be such that the attendants and their
relatives feel secure and comfortable within and around hospital. Another aspect
that is concerned with the physical facility is with the cleanliness of the hospital.
Only in proverbial terms cleanliness in next to godliness. But so far as hospitals are
concerned cleanliness equally important along with being good. The toilets, the
floor, the canteen etc should be kept clean always. The physical facility of the
hospital should be such that the patients and relatives feel secure and comfortable
within and around hospital. They should have a feeling that hospital is a second
home.
SERVICE FACTORS:
26. Service factors includes professional services as well I as nursing service A
service is defined as any activity or benefit that one can offer to another that is
essentially intangible an does not result in the ownership of anything. Its
production May of may not be tied to a physical product”
The performance of the hospital is measured only by quality of service provided
to the public. Hospital should try to, establish cordial equitable and therefore
mutually profitable relations between the hospital and their beneficiaries, the
patients mostly complain of discourteous behavior of hospital staff, especially at
the lower level. This irritates the patient and there relatives. The test of efficiency
of a hospital is the satisfaction of the patients and the relatives.
The sympathetic and courteous behavior of the hospital staff would have a
good and lasting effect on the patients and relatives. The hospital today is more
than the combination of medical and therapeutic treatment by specialist, greater
and refined medical and surgical knowledge and ever better and more effective
facilities and equipments it includes these factor as the care of its efficient
operations but an additional dimensions one which is to be ignored or at least
minimized is the human and social element in the structure of the organization”
Health care organization need to know wants perception and preference of
the customer. After knowing this health care organizations can provide according
to their needs wants which should give satisfaction to the patient. They may expect
better performance for their satisfaction. “A responsible organization is the one that
makes the every effort to sense, serve and satisfy the needs and wants of its clients
and the public and the publics, within the constrains of its budget and good clinical
practice”
The medical, nursing, paramedical and other staffing the in the hospital
should be skilled and competent. Their attitude should be customer friendly. The
commitment to the organization to quality of service must be clearly
communicated to all its employees.
It is very important for the hospital to have a clear ‘service strategy” “A
service strategy is a distinctive formula for delivering service. Such as strategy is
27. keyed to a well-chosen benefit premises that is valuable to the customer and that
establish an effective competitive position”
The ability to define and articulate a vision of service is more and more
needed in hospitals. The premium will be on setting the strategy direction of the
company in terms market oriented service strategy. Another way of defining
service strategy is to describe it as an organizing principle that allows people in a
service enterprise to channels their efforts to better oriented service that makes
significant difference in the eyes of the customer. This principle can guide every
one from the top management on the down to in and staff employees. The principle
must take assessment that says this is what we are, this is what we do and this is
what our believe in” Adherence to this principle helps the hospitals make service
decision within its realm of concern. Another aspect of service is the value the
hospital is offering to its customers.
This point of view focuses on the nature of customers experience with the
service it revolves around the notion that value in the mind of the customer is what
counts an not necessarily value in the eyes of the company.
TECHNOLOGICAL FACTORS:
The twentieth century saw rapid advancement in science and technology.
The advancement of medical sciences indeed revolutionizes the concept of hospital
itself. New and new investigations procedures and being worked out. Many
hospitals are finding it difficult to cope with rapid change in technology.
Technology is needed to a greater extend, but amount of modernized
techniques or sophisticated equipments may not contribute to the satisfaction of the
patient. Even while using technology the human aspect of care should be
considered. Technology only assists in giving correct diagnosis and treatment. The
socio economic aspect the patient should be considered when we go in for high
tech treatment.
The pace at which medical technology is advancing the entire process of
patient care is becoming mire and more compels. The advance in medical science
and technology have become to the rescue lf modern government in organizing
28. massive combat against disease, both individually and collectively on an
international scale and have raised the life expectancy rates every were, by creating
better conditions form modern living thus the quests for meeting new demands of
health become an on going process as long as man and nature war each other
The advent of science and technology has made the modern hospital
situation more and more complex.
COST FACTOR
One of the important aspects with the patient satisfaction is the economic
satisfaction of the patient, there should be balance between quality and cost. With
the advancement of technology the cost of treatment is becoming high as a result
of which high-class treatment is becoming unaffordable to the vulnerable sections
of the society.
Usually a person undergoing treatment will be in a financially
disadvantageous position; during his days in the hospital have will be deprived of
his income. Many a times the patient will have to depend on his near ones for his
treatment. Along with physical pain, the financial burden will cause agony to the
patient and the hospital will have to consider this also.
“The current trend in rising cost of medical care is publishing it of a level
beyond the reach of the majority which is incompatible not only with demand on
spend able income, but also with social, policies availability of access to health
services. Health is recognized as an investment, as improved health of the people
contribute to enlarging the resources and out put of the economy. It is also accepted
fact that improved health care and modern society decreases that access to
healthcare and modern society decreases that access to health care as a human
right, regardless of person’s ability to pay. This big challenge to today’s health care
administration and the need to deal with the variable and un budget able nature of
medical care cost”
A hospital must accurately determent the cost of providing all it service
through a proper system of accounting. An important administrative function is to
determine then schedule of changes for the service to be rendered. The change
29. must be reasonable at sufficient income must be generated. The first requirement as
to find out the actual cost for providing each of the service”
In addition to the price of fees which we collect patients incur three other costs:
The time cost and trouble of looking into information locating the hospital
and traveling, which could be termed as effort cost.
The fear about his disease and treatment, trouble and pain, side effects,
recovery time and extend of recovery could be termed as efforts cost.
Waiting time of the patient has to be considered as waiting cost.
This effort psychic and waiting cost also influence patient satisfaction to
greater extend.
Adam Smith rightly said, the real price of everything what every thing real costs
to the man who wants to acquire it, it is the tool and the trouble of acquiring it”
COMMUNICATION FACTORS:
Like any other service industry, communication is an important factor of
customer satisfaction in hospitals too. Even the attitude of employee is an
important aspect of communication. Communications with individuals and families
in the community allow as gaming their confidence as well as to change the
attitude and behavior for adapting useful health practices.
“Communication is the touching of mind by mind, of person with person
whether it-be one man to a thousand. It can include conversation. Interview,
dialogue, visual technique carefully used: This is of great significance as any
wrong communication or misunderstanding can be responsible for damages to
patient as well as to the hospital. There is a need to issue orders, instructions, and
prescriptions to be carried out clearly and understandably.
Better techniques of communication can contribute to the improvement of
health management by securing the floe of information needed for the effective
functioning of the organization at minimum cost. Communication such as
signboards, information enquiry ect s important. The lack of ability of Doctors,
30. nurses and other staff to explain the things properly is a major source of
dissatisfaction by many patients.
Efficient communication is essential to all aspects of effective
administration. Staff must be adequately and currently informed about plans,
methods, schedules, problems and progress. It is clear that instructions, knowledge
and information be so clearly presented as to make misinterpretation to
misunderstanding impossible. Training should be imparted to staff to enhance their
communication skills.
PATIENT SATISFACTION IS THE MAIN GOAL OF TOM
A family physician approach to total quality management [TQM]
TOM in the family practice is an organized approach to achieve maximum
patient satisfaction, by involving and respecting the patient. Doctors, suppliers and
the staff member in the clinic. Total quality management enables continuous
improvements in the process used to prepare and deliver clinic s products and
services to its patients. Theemphasis is on preventing problems and not waiting for
them to occur. In a nutshell patient satisfaction is the primary objective of TOM.
Family physicians in India he interested in practicing TQM
All family physiciansin the subcontinent would like to have a list of satisfied
patients by improving [he quality of practice. They would like to deliver more
professional satisfaction, improve the employee productivity and moral, augment
the clinic revenue and recognized as a quality conscious doctor. Therefore, I see
every reason that family physicianswould be keen to practice TOM which is going
to give more personal satisfaction, improve the employee productivity and morale.
Among the clinic revenue and he recognized and quality conscious doctor.
Therefore, I see every reason that family physical would be keen to practice TOM,
which is going to be the mantra of the next millennium.
31. TQM is going to play such an important role in the 21st century
In the process of having professional skills little did we know that in addition to
academicqualification and clearing to the responsibilities of being a physician, we
would also have to fit into the roles of chief executive officer, chief financial
controller and director of HR chances are all these extra responsibilities are eating
into our personal times. Time that could be better utilized by learning the rules of
efficient TOM in our practice instead of waiting in crises management.
TQM in family practice
Patient from the basis of survival for healthcare provider. Patient
satisfaction is destined to become the number one criteria used for selecting heath
provider a satisfied patient is loyal customer. A dissatisfied, patient could make a
break your facility or practice. Patient dissatisfaction could stem from office setting
employee and physician attitudes, quality, and healthcare offered.
Chapter 4
METHODOLOGY
“Research Methodology” is a way to systematically solve the research
problem. It may be understood as a science of studying how research is done
scientifically.
1.1 RESEARCH DESIGN
A research design specifies the methods and procedures for conducting a
particular study. The research should specify the approach he or she intends to the
proposed study. Research design applied in this study is exploratory research.
EXPLORATORY STUDY
32. The exploration is particularly useful when researchers a lack a clear concept
of the problems they would encounter during the course of study. Through
exploration, researcher would develop concepts more clearly, establish priorities,
develop operational definitions and improve the final research design. Exploration
may also save time and money.
Exploration serves other purposes as well. The area of investigation may be
so new or so vague that researcher needs to do an exploration just to learn
something about the dilemma to be faced by the manager. Important variables may
not be known or thoroughly defined. Hypothesis for the research may be needed.
Also, the researcher may explore to make sure that it is practical to do a formal
study in the area. An exploration to discover if industry executives would divulge
adequate information about their decision making on this topic was essential for
the study’s success.
1.2 DATA COLLECTION METHOD
This is a process of collecting data from various sources.
SOURCES OF DATA COLLLECTION
Questionnaire: - Questionnaire is most common type of survey method. As its
name implies Questionnaire consists of several items designed to elicit the require
information
The I.P.D patient Questionnaire consists of 20 questions related to the hospital
services provided to the patient. Some questions are open ended some are closed
ended. [Based on Excellent, Good, Satisfactory, Unsatisfactory]
PROCEDURE: - survey samples of 70 IPD patients were taken. Single patient
was conducted at a time and after establishing the good rapport with the patient
Questionnaire were conducted on the patient.
33. METHOD OF DATA ANALYSIS:- scoring will be based on the calculation of
the response given to the various attributes by the patient.
SAMLING DESIGN:-
A sample design is a definite plan for obtaining a sample from the given
population. It refers to the technique or the procedure the researchers would adopt
in selecting items for the sample
SAMPLING UNIT: MAX POLYCLINIC AND DIABETIC CENTRE,
HYDERABAD
SIZE OF SAMPLE: 70 IN-PATIENTS
TYPE OF SAMPLING: RANDOM SAMPLING
CHAPTER. 5
ANALYSIS, INTERPRETATION, FINDINGS AND DISCUSSION
Exploratory Data Analysis [EDA]:- is search for clues and evidences.
Exploratory data analysis is the first step in the search for evidence. EDA shares a
commonality with exploratory designs not formalized ones. It is free to take many
paths in unraveling the mysteries in the data to shift the unpredictable from the
predictable.
A major contribution of the exploratory approach lies in the emphasis on
visual representations and graphical techniques over summary static.
34. The present Exploratory Study involves identification of the level of
satisfaction of the In-patient and problem facing by the In-patients and data
presentation by using pie charts and graph charts.
Q .1 is this your first visit to this hospital?
[a] Yes
[b] No
Findings: out of 48-70% patient have visited more than one time so that
phenomena shows the good image of the Poly Clinic Centre and satisfaction of the
patient. And 52% are new comers it gets still to patient. With this one can say that
the popularity of Poly Clinic is high.
Q .2 why have you selected this Poly Clinic?
[a] Facilities [b] Location
[c] Recommendation [d] Tie up with private company
48%
52%
1
2
35. Findings: the graph represent out of 70 patients 46% have come here because of
its facilities and 43% were recommended by other doctors who shows good image
and have super specialties in Polyclinic. Only 7% and 4% .
Q .3 you are admitted through.
[a] OPD [b] Emergency
[c] Other Institute Referred
Findings: 46% of patients are admitted through OPD that shows Polyclinic has got
good, experienced and efficient doctors in OPD. 31% patients are admitted through
emergency its efficient ambulatory services. 23% patients are admitted through
46%
7%
43%
4%
1
2
3
4
OPD 46%
Other
Institute
Refered
23%
Emergency
31%
1
2
3
36. other institute it shows polyclinic marketing plays vital role in the promotion of
polyclinic.
Q .4 you are admitted through.
[a] OPD [b] Emergency [c] other institute or referred
Findings: This graph shows 81% patients say there is an immediate admission
formality that shows efficiency and competency of the employees.
Q .5 Total serviced provided through the hospital.
[a] Excellent [b] Good
[c] Satisfactory [d] Unsatisfactory
1
3%
2
10%
3
6%
4
81%
1
2
3
4
37. Findings: this chart shows out of 70 patients 46% patient says excellent, 35%
patients say good. So we can say that services provided through the hospital are
good.
Q.6 Communication through the staff.
[a] Excellent [b] Good
[c] Satisfactory [d] Unsatisfactory
Findings: this chart shows out of 70 patients 56% says good and 24% says
excellent, 18% says satisfactory and 2% says UN satisfactory that shows nursing
staff are polite caring for patient.
Satisfactory.
18%
Un
satisfactory,
2%
Excellent, 24%
Good, 56%
1
2
3
4
Good,, 35%
Satisfactory, 19%UN satisfactory, 0%
Excellent, 46%
1
2
3
4
38. Q .7 Behaviour of staff, consultant and other doctor.
[a] Excellent [b] Good
[c] Satisfactory [d] Unsatisfactory
Findings: this figure depicts doctor, nurses and other staff is good in nature and
keeping the patient always happy with their attitude.
Q .8 Explanation about your health, illness and treatment.
[a] Excellent [b] Good
[c] Satisfactory [d] Unsatisfactory
Satisfactory, 2,
11%
Un satisfactory,
3, 1%
Good, 1, 52%
Excellent, 4,
36%
1
2
3
4
39. Findings: this diagram shows 27% patient says excellent 54% says good so we can
say doctors are taking good care and also explaining the illness and treatment of
the disease. And 16% are satisfied with these services.
Q .9 Listening to your problem.
[a] Excellent [b] Good
[c] Satisfactory [d] Unsatisfactory
Good, 1, 54%Excellent 4, 27%
Satisfactory, 2,
16%
Un satisfactory, 3,
3%
1
2
3
4
Un satisfactory,
4, 0%
Satis factory, 2,
15%
Excellent 3,
23%
Good , 1, 62% 1
2
3
4
40. Findings : 23% patient says excellent, 62% say good, 15% says satisfactory and
no-one is un satisfied it shows all the nurses and doctorare doing their work
properly i.e. they are doing their work efficiently and also effectively.
Q .10 Time period taken by the doctors for your treatment
[a] Excellent [b] Good
[c] Satisfactory [d] Unsatisfactory
Findings : 23% patients says excellent,53% says good, 22% say satisfactory and
2% says unsatisfactory that shows, doctorand nursing staff are attending the
patient in time.
Q .11 Services and facilities in the ward.
[a] Excellent [b] Good
[c] Satisfactory [d] Unsatisfactory
Un satisfactory,
2, 2%
Excellent 3, 23%
Satisfactory 1,
22%Good , 4, 53%
1
2
3
4
41. Findings: 31% patients says excellent, 49% says good, 17% says satisfactory
and 3% says unsatisfactory that shows the hospital employees are performing their
task in good manner and hospital accessories are in order.
Q .12 Preparation of the room
[a] Excellent [b] Good
[c] Satisfactory [d] Unsatisfactory
Excellent 3, 31%
Unsatisfactory 2,
3%
Satisfactory, 1,
17%
Good, 4, 49%
1
2
3
4
Unsatisfacto
ry2, 2%
Excellent 3,
28%
Satisfactory
1, 23%
Good4, 47%
1
2
3
4
42. Findings: 28% patients says excellent, 47% says good, 23%say satisfactory and
2% say un satisfactory that shows good co-ordination among the housekeeping
staff.
Q .13 Toilet facilities in the ward
[a] Excellent [b] Good
[c] Satisfactory [d] Unsatisfactory
Findings: 12% patients say excellent, 48% says good, 20% says satisfactory, and
20% says unsatisfactory that shows house keeping staff is effective but not
efficiently performing task.
Q .14 Diagnostic services in the poly clinic
[a] Excellent [b] Good
[c] Satisfactory [d] Unsatisfactory
Good 3, 48%
Excellent 2,
12%
Unsatisfactor
y 1, 20%
Satisfactory
4, 20%
1
2
3
4
43. Findings: 66% patient say good, 21% say excellent 1% un satisfactory 12% say
satisfactory,
Q. 15 Discharge procedure:-
[1] Time taken by the doctors and staff
[a] Excellent [b] Good
[c] Satisfactory [d] Unsatisfactory
Good1,
66%
Satisfactor
y2, 12%
Un
satisfactor
y 3, 1%
Excellent4,
21%
1
2
3
4
44. Finding: this chart shows the information that hospital administration should look
after billing process and need to speed up the billing activity.
[2] Attitude of billing staff.
[a] Excellent [b] Good
[c] Satisfactory [d] Unsatisfactory
Findings: this diagram shows that the billing staff attitude is good. And are polite
in nature
Un
satisfactory1
, 2%
Excellent2,
10%
Good 3, 29%Satisfactory
4, 59%
1
2
3
4
Good, 4,
57%
Excellent, 3,
5%
Unsatisfaco
ry, 2, 1%
Satisfactory
1, 37%
1
2
3
4
45. [3] Charges of the hospital services
[a] Excellent [b] Good
[c] Satisfactory [d] Unsatisfactory
Findings: this chart shows room charges are okay but the general ward charges are
slightly high that should be reduced to some extent.
Q .16 Hygiene status of the poly clinic
[a] Excellent [b] Good
[c] Satisfactory [d] Unsatisfactory
Un
satisfactory
1, 54%
Satisfactory,
2, 7%
Excellent1, 3,
4%
Good 4, 35% 1
2
3
4
46. Findings: this chart reveals that 38% patients say excellent, 48% say good, 14%
say satisfactory no-one say unsatisfactory that shows good hygienic conditions in
the poly clinic. Hygiene status is notable issue in the hospital- --[poly clinic] that
has been maintained here properly.
Q .17 Would You RecommendThis Poly Clinic to Others?
[a] Yes [b] No
Good 1, 48%
Satisfactory2,
14%
Un
satisfactory,
3, 0%
Excellent, 4,
38% 1
2
3
4
No1, 4%
Yes 2, 96%
1
2
47. Findings:Most of the patients i.e. out 70, 97% patients are interested to
recommend the polyclinic if any body falls sick.
Chapter 6
CONCLUSION & RECOMMENDATION
Overall views about the polyclinic
Basically, the Max polyclinic & Diabetic Centre is run by a union of three doctors
specialized in three different specialties.
Management system has well designed fragments of different units. On the other
hand all units effectively and harmoniously are to overcome the one goal, customer
satisfaction.
Inner view about Polyclinic:
All the clinical staff [nurses and other employees], consultants should have better
co relation and create patient friendly ambience, whereas in practicality, it has been
observed that there is a communication gap.
Toilet services and regular cleanliness is the status of hygiene of a polyclinic.
There is not enough toilet facility in patients relatives waiting area.
In short toilet facility of the clinics should be redesigned well to maintain hygiene
status of a clinic.
The waiting area seems to be congested to accommodate the waiting patients and
need to be renovated suitably.
Even though all departments are performing their tasks up to the mark, there is a
need to do process improvements. Process improvements are major and first and
foremost concept in the Total Quality Management [TQM].
48. To endure in the 21st century market, most of the organizations are practicing the
Total Quality Management concepts. The hospital administration needs to practise
the TQM to give sophisticated services to the patients not only efficiently but also
effectively.
MAXPOLYCLINIC AND DIABETIC CENTRE
HYDERABAD
PERFORMA FOR IN-PATIENT
Q.1 Details of the Patient
o Patient name
o Address
o Phone no.
Q.2 Is this your first visit to this hospital?
[a] yes [b] No
Q.3 why have selected this hospital?
[a] Facilities [b] location
[c] Recommendation [d] Tie up with private company
Q .4 you are admitted through.
[a] OPD [b] Emergency [c] other institute or referred
Q .5 Admission formalities were completed.
[a] Immediately [b] Delay
49. [c] After receiving the deposit
[d] Any other
Q .6 Total serviced provided through the hospital.
[a] Excellent [b] Good
[c] Satisfactory [d] Unsatisfactory
Q .7 Communication through the staff.
[a] Excellent [b] Good
[c] Satisfactory [d] Unsatisfactory
Q .8 Behaviour of staff, consultant and other doctor.
[a] Excellent [b] Good
[c] Satisfactory [d] Unsatisfactory
Q .9 Explanation about your health, illness and treatment.
[a] Excellent [b] Good
[c] Satisfactory [d] Unsatisfactory
Q .10 Listening to your problem.
[a] Excellent [b] Good
[c] Satisfactory [d] Unsatisfactory
Q .11Time period taken by the doctors for your treatment
[a] Excellent [b] Good
50. [c] Satisfactory [d] Unsatisfactory
Q .12 Services and facilities in the ward.
[a] Excellent [b] Good
[c] Satisfactory [d] Unsatisfactory
Q .13 Preparation of the room
[a] Excellent [b] Good
[c] Satisfactory [d] Unsatisfactory
Q .14 Toilet facilities in the ward
[a] Excellent [b] Good
[c] Satisfactory [d] Unsatisfactory
Q .15 Diagnostic services in the poly clinic
[a] Excellent [b] Good
[c] Satisfactory [d] Unsatisfactory
Q. 16 Discharge procedure:-
[1] Time taken by the doctors and staff
[a] Excellent [b] Good
51. [c] Satisfactory [d] Unsatisfactory
[2] Attitude of billing staff.
[a] Excellent [b] Good
[c] Satisfactory [d] Unsatisfactory
[3] Charges of the hospital services
[a] Excellent [b] Good
[c] Satisfactory [d] Unsatisfactory
Q .17 Hygiene status of the poly clinic
[a] Excellent [b] Good
[c] Satisfactory [d] Unsatisfactory
Q .18 Please gives your valuable suggestion so we can make best tomorrow
better than today.
PATIENT’S SUGGESTION
There are no facilities specially designed by the hospital for senior citizen
and retired employees.
Doctors should explain patient’s relatives about patient’s health in more
detailed manner by giving them enough time.
Juice shop should be provided in hospital.
Discharge and billing procedure is taking long time so it should be reduced.
Toilets should be cleaned regularly and fresheners should be used.
52. In private ward relatives bed is congested and furniture should be re
organized.
Make sure that water services like taps and lights services like fans,
switchboards are in order.
Visiting hours must be started in the morning.
Even though services provided by nurses and supporting staff are
satisfactory there is a scope for improvement. They need to be more helpful
to the patient as well as their relatives
BIBLIOGRAPHY
Hospitals Facilities Planning and
Management
GD Kunder
Customer satisfaction
Michael J. Bakar.
Competitive customer service
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Measuring and managing customer satisfaction
Sheila Kessur
Patient satisfaction survey-2000 Institute of Health System.
Research Methodology
Vishva Prakash. C.R. Kothari.
53. Total Quality Management in Human Service Organization
Sage publication California Marin Lawrence.
Managing Quality of service. A directory of social change publication
Allen Lewrie
Essence of Total Quality Management prentice hall India Pvt Ltd.
John Bank
Measuring Customer Satisfaction ASQC Press USA,
Bob E. Hayes.