This document summarizes the results of a patient satisfaction survey conducted at the outpatient department of Medanta-The Medicity hospital. Some of the key findings include: - 83% of patients felt doctors understood their problems completely or mostly. - Waiting times were as expected or better than expected for 93% of patients. - Registration services, staff courtesy, and cleanliness received high satisfaction ratings from over 90% of patients. - However, only 65% were satisfied with pharmacy services and 29% rated them as satisfactory. - 64-77% of patients expressed overall satisfaction with OPD services and said they would return for future care.

1. OPD PATIENT
SATISFACTION
SURVEY
PRESENTATION BY-
AAYUSHI SAHA
REGISTRATION NO- 1576085

2. OUTPATIENT DEPARTMENT OF A HOSPITAL
An outpatient
department or
outpatient clinic is
the part of a hospital
designed for the
treatment of
outpatients, people
with health problems
who visit the hospital
for diagnosis or
treatment, but do not
at this time require a
bed or to be admitted
for overnight care.
Modern outpatient

3. WHAT IS PATIENT SATISFACTION
Patient satisfaction is a measure of
the extent to which a patient is
content with the health care which
they received from their health care
provider.
In evaluations of health care quality,
patient satisfaction is a performance
indicator measured in a self-report

5. • To determine the level of patient satisfaction towards OPD
services with reference to physical facilities, medical
equipments, staff services.
• To describe accessibility of patients towards OPD services at
Medanta-The Medicity hospital.
• To describe experience of patients in terms of convenience,
medical expenses and quality of care towards OPD health
care services.
• To determine the association between accessibility,
experience and patient satisfaction concerning the OPD
services at Medanta-The Medicity hospital.
• To describe the patients suggestion on improving the
services in the Outpatient Department.

6. METHODOLOGY
The study was conducted among 110 patients
attending OPD of Medanta-The Medicity , Gurgaon
during the period from 01/07/2017 to 31/08/2017. The
patients were selected randomly from various
specialties. In order to get the details from patients,
a questionnaire was designed to include questions
eliciting awareness of patients about the outpatient
department services, logistic arrangements in the
outpatient departments, waiting time, facilities,
perception about the performance of staff,
appointment system, behavior of staff, support
services and any other suggestions from patients.

7. METHODOLOGY ( CONT..)
•Sample Size
•To know about the patient’s feedback for the Out Patient department, 10 persons from each
department, a total of 110 people were interviewed through an out-patient feedback form.
•Data Collection Technique
•Interview of patients
•Fill up of Out-patient feedback Form
•Data Collection Tool
Structured questionnaire which contains open ended and multiple choice questions are used to get data.
wStatistical Tools
The statistical tools used for analyzing the data collected are simple Percentage method and
Chart.
The data for the research has been collected using questionnaire. The Questionnaire was
distributed randomly to a sample of patients and 110 patients have responded.
•Types of Data
•Primary Data:-
In this method, data are collected directly from the field through questionnaires.
•Secondary Data:-
In this method, data are collected from departmental statistics.

9. QUESTION 1:- To What Extent Did The
Doctor Understand Your Problem ?
Completely
Mostly
Somewhat
Not at all
83%
15%
3%
9%
INFERENCE- From the above
graph, it can be observed that
most of the patients are satisfied
with the extent of problem
TOTAL 110

10. QUESTION 2- How Would You Describe The
Waiting Time For The Doctor ?
BETTER THAN
EXPECTED
45
AS EXPECTED
48
LONGER THAN
EXPECTED
14
UNSATISFACTORY
3
TOTAL
110
As Expected
Better Than
Expected
Longer Than
Expected
Unsatisfactory
48%
45%
14%
3%
INFERENCE-Fromtheabove
graph,itcanbeobservedthat
thewaitingtimeforthedoctors
isaspertheexpectationofthe

11. 74
21
11
4
TOTAL 110
Excellent
Average
Good
Below Expectations
74%21%
11%
4%
INFERENCE- From the above graph,
it can be observed that most of the
patients are satisfied with the OPD
appointment scheduling system of the
hospital.

12. QUESTION 4 :- How courteous and
helpful were the front desk staffs ?
COMPLETELY 85
MOSTLY 18
SOMEWHAT 6
NOT AT ALL 1
TOTAL 110
Completely
Mostly
Somewhat
Not at all
85%18%
6%
1%
INFERENCE- From the above
graph, it can be observed that
most of the patients are satisfied
with the behavior of the front
desk staffs.

13. QUESTION 5- WereTheFrontOfficeStaffs
WillingToHelpYouWithYourQuery?
COMPLETELY 96
MOSTLY 6
SOMEWHAT 5
NOT AT ALL 3
TOTAL 110
Completely
Mostly
Somewhat
Not at all
96%
6%
5%
3%
INFERENCE- From the above
graph, it can be observed that
most of the patients are satisfied
with the helpfulness of the front
desk staffs.

14. QUESTION 6- How Would You Rate The
Pharmacy Services In The Hospital ?
ABOVE
EXPECTATION
34
SATISFACTORY 29
REASONABLE 32
UNSATISFACTORY 15
TOTAL 110
ABOVE
EXPECTATIO
N
REASONABLE
SATISFACTO
RY
UNSATISFAC
TORY
34%
32%
29%
15%
INFERENCE- From the
above graph, it can be
observed that most of the
patients are not satisfied
with the pharmacy
services.

15. QUESTION 7- HowDoYouFindThe
CleanlinessOfTheOPDAndTheSurroundingAreas?
ABOVE
EXPECTATION
99
SATISFACTORY 6
REASONABLE 4
BELOW
EXPECTATION
1
TOTAL 110
ABOVE
EXPECTATION
REASONABLE
SATISFACTORY
BELOW
EXPECTATION
99%
6%
4%
1%
INFERENCE- From the
above graph, it can be
observed that most of the
patients are totally
satisfied with the

16. QUESTION 8- How Was Your
Experience At The Food Court ?
ABOVE
EXPECTATION
92
SATISFACTORY 8
FAIR 6
BELOW
EXPECTATION
4
TOTAL 110
ABOVE
EXPECTATION
SATISFACTORY
FAIR
BELOW
EXPECTATION
92%8%
6% 4%
INFERENCE- From the above graph, it
can be observed that most of the
patients are satisfied with the food court
services.

17. QUESTION 9- DOES OUR STAFFS HAVE RESPECT
AND CONCERN FOR YOUR PRIVACY AND COMFORT ?
COMPLETELY 94
MOSTLY 6
SOMEWHAT 6
NOT AT ALL 4
TOTAL 110
COMPLETELY
MOSTLY
SOMEWHAT
NOT AT ALL
94%6%
6%
4%
INFERENCE- From the above graph,
it can be observed that the patients are
satisfied the way the hospital staffs
respected their privacy and comfort.

18. QUESTION 10- Would you visit medanta for future
healthcare needs?
DEFINI
TELY
YES
64
PROBA
BLY
YES
35
PROBA 8
Definitely
Yes
Probably
Yes
probably
No
Definitely
No
64%
35%
8%
3%
INFERENCE- From the
above graph, it can be
observed that most of
the patients are satisfied
with the hospital
services and would like

19. RECOMMENDA
TIONSConsumer satisfaction is recognized as an important parameter for assessing the
quality of patient care services being delivered by healthcare organizations.
Satisfaction regarding the attitude of providers toward these services is expected to
affect treatment outcome and prognosis. Patient satisfaction is thus, a
multidimensional concept and a subjective phenomenon that is linked to perceived
needs, expectations and experience of care.
• A patient satisfaction survey on 110 patients at Medanta-The Medicity hospital found
a staggering 70% of respondents were frustrated by wait times at the doctor’s office.
Almost every patient has experience wasting time away in a medical office.
• The patients intending to utilize the OPD Services will have his or her first interface
with the hospital at the OPD Registration counter. It is vital for patients to receive
adequate information at the Registration counter, as many of them may be utilizing
the OPD services for the first time. 95-100% of the patients expressed satisfaction with
the information received from the registration counters.

20. RECOMMENDATIONS ( CONTD…)
•Staff behavior, particularly polite and courteous behaviour
has been accepted as a necessity for hospital OPD services.
It was found that 90% patients remarked that OPD staff was
courteous and friendly, indicating politeness of paramedical
staff. Proper training of the staffs is extremely important to
maintain the brand image of the hospital in an efficient
manner.
•Waiting time, regardless of the length of the actual wait is an
important area to address enhancing overall satisfaction
ratings. It was observed that patients are generally
dissatisfied with the waiting time at various interfaces with
the hospital services. Increased waiting time could be
addressed by application of Queuing model at the
Registration area, Consultation rooms and pharmacy counter
to appreciate need for additional service stations. Separate
counter for senior citizens at various bottlenecks may be a
long term solution to address their concern at various
interfaces. When waiting time becomes inevitable, waiting

21. Patient satisfaction surveys
have evolved into a powerful
management and marketing tool,
being widely used by various
hospitals to capture the “Voice
of the Consumer” and
understand the views of the
patients in respect of services
being provided. Despite certain
structural constraints, 64-77% of
all patients have expressed
overall satisfaction judgment
with OPD Services, thus bearing
testimony to the efforts of the
hospital management towards
improvement of services being
provided at the hospital OPD.
Moreover, the hospital authority
may derive actionable inputs