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1. A PROJECTON : “PATIENT SATISFACTION”

2. PROJECT ON
“PATIENT SATISFACTION” AT HCG EKO CANCER
CENTER, KOLKATA
Submitted by :- SWARNALI GURIA
MHA
HALDIA INSTITUTE OF MANAGEMENT
Registration No:- 201752609310039
Roll No:- 1750932003

3. DECLARATION
I Do Hereby Declare That This Project Work “PATIENT
SATISFACTION “At Hcg Eko Cancer Centre At Kolkata, New Town For
2 Months( 24th august To 23thoctober ), Submitted By Me In
Practical Fulfilment For The Requirement Of Master Degree In
Hospital Management (MHA) From HaldiaInstitute Of Management
With The CollaborationOf Maulana AbulKalam Azad University Of
Technology(MAKAUT) Is The Result Of My Original And Independent
Project Work Carried Out Under The Supervision And Guidance
HaldiaInstitute Of Management.
Swarnali Guria
Reg no:- 201752609310039
MASTER OF HOSPITAL ADMINISTRATION
HALDIA INSTITUTE OF MANAGEMENT
HALDIA, WESTBENGAL

4. ACKNOWLEDGEMENT
I am using this opportunity to express my gratitude to everyone who
supported me throughout the course of this training. I am thankful for
their aspiring guidance & friendly advice during my training & the
project work.
I express my warm tto thanks Dr.SumitKumar Khan (Medical
Superintendent), Ms. Subhajit Mukherjee (HR Department), Arbind
Kumar ( Operation) Of HCG EKO CANCER CENTER for their constant
guidance during the course of our traning and extending all the facility
of training.
I would like to take this opportunityto thanks my college (HALDIA
INSTITUTE OF MANAGEMENT)& our faculty Kousik Paik (HOD),
Priyanka Adak (Training and placement officer) for arranging this
training.
I express my sincere gratitude to my faculty guide Dr.
SouravGangopadhyay as Internal guide and other faculty member
of our department for their constant shaping and completion.
Last but not the least, I am thankful to all the employee members of
HCG EKO CANCER CENTER,Kolkata.
Action Area I, Newtown, Kolkata-700156
Date:
Place: Kolkata
……………………….

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

6. TABLE OF CONTENTS

7. HCG EKO Cancer Centre Kolkata
Address:
Premises, Plot no.- DG-4, Street Number 358, DG
Block(Newtown),
Action Area I, Newtown, Kolkata,
West Bengal 700156
Website : www.hcgoncology.com
Phone: 033 6135 0000

8. HOSPITAL PROFILE
HCG EKO cancer Centre is a dedicated comprehensive Cancer Hospital in
Kolkata, India launched with the aim of providing consistently its offering
high quality and result oriented canter treatment by adopting global
innovations. Given its offering HCG EKO is as one of the best cancer hospital
in Kolkata, India,
HCG EKO Cancer Centre Comprises of go best delivering quality cancercare
through Surgical oncology, Radiation oncology, PETCT , Bone Marrow
Transplant, Medical Oncology. all under one roof with a complete range of
diagnostics ,
The Cancer Centre has introduced the 1st Radixact Radiation Machine in
India, which is equipped with intensity - Modulated radiation therapy (IMRT)
with the accuracy of computed tomography scanning technology (CT) in one
Machine. The radiation machine plays a vital role in External beam radiation
radiotherapy.
The medical facility consists of a daycare chemotherapy ward and in Patient
Services which offers an extensive formulary for all oncology, needs. The
hospital also has Pharmacy, Neutropenic wards, Medical ICU, IPD CUP wing,
and a Blood bank.
"The State of the and Surgical oncology. Facility caters to all oncology sub-
specialties like Head and Neck Cancer, Urological cancer, Gynecological
Cancer, Orthopedics, Breast Cancer, prostate Cancer, Oral Cancer and lung
cancer

9. A HCG EKO Cancer centre has a dedicated hemato oncology unit with a BMT
(Bone Marrow Transplant) program for autologous and allogeneic
Transplants. The nuclear medicine departments has a pet-CT machine for
comprehensive cancerstaging .
The radiology units offers round the clock advance diagnostic facilities like
CT, X-ray ,coloncancer and sonography. The cancercenter is equipped with an
The ultra modern ICU with all the latest technology for critical care
management,
All the facilities at the HCG ECO Cancer are designed and executed as per the
NABH Guideline &-2016
The cancer center is equipped with accommodation and transportation of
accompanying relatives for outstationpatients
HCG is committedto facilitatingdirect interaction with Consultation and
ensuring that there is minimal / no delay in initiating cancer treatment for
patients.

10. VISION
Adding life to years by redefining healthcare through global innovation.
MISSION
To be an acclaimed healthcare institution in pursuit of medical excellence through value-
based medicine.

11. VALUES
QUALITY
Enabling patients to achieve better lives.
INTEGRITY
We are honest, forthright and are responsible corporate citizens.
INNOVATION
Innovative ways to ensure better medical outcomes.
COLLABORATION
Limitless possibilities of collaborative energy and teamwork.
LEADERSHIP
We strive to be the best at what we do, both as a company and as individuals.

12. SERVICES PROVIDED BY HCG EKO CANCER CENTER, KOLKATA:
HCG EKO Cancer Center is among the best cancer hospitals in Kolkata. The services which
offers an extensive formulary for all Oncology needs.
FACILITIES PROVIDED ARE:
88 beds inpatients facilities
6 BMT dedicated rooms
4 Iodine Therapy Dedicated rooms
Radixact-Radiation Machine
Siemens PET-CT-128 Slice
Siemens Cyclotron
2 major modular OT
Mammography
2 Bunkers for radiotherapy
10 OPD Rooms
12 ICU BEDS with includes 1 HDU
Pre OP Area, Post OP Area
1 Emergency, functional 24 hours
16 Female General Bed Ward, 16 Male General Bed Ward
15 Day Care Ward, 6 Deluxe Rooms
5 Semi Deluxe rooms having 10 beds
1 Suit room, 1 Presidential Suite Room
Pathology laboratory, Blood bank

13. X-ray, USG
Other services like ambulance services, pharmacy, special Nurses etc are also
SCOPE OF SERVICES
CLINICAL SERVICES:
Radiation Oncology
Medical Oncology
Surgical Oncology
Nuclear Medicine-Iodine Therapy
Hematology-Bone Marrow
Transplant
Anaesthesiology
CLINICAL SUPPORT SERVICES:
Physiotherapy
Dietetics
Ambulance
Pharmacy
DIAGNOSTIC SERVICES:
Radiology Services
X-Ray
USG
CT-Scan
Mammography

14. Nuclear Medicine
PET-CT
LABORATORY SERVICES:
Clinical Bio-Chemistry
Clinical Microbiology & Serology
Clinical Pathology
Cytopathology
Haematology
FLOOR DISTRIBUTION OF HCG EKO CANCER
CENTER,KOLKATA
In HCG EKO CANCER CENTER, there are 6 floors.
GROUND FLOOR:-
Emergency
Pharmacy
Reception and help desk
Waiting area
OPD Dr. rooms
Corporate / TPA desk
Consultation
Medical Superintendent
Laboratory
Radiation room

15. 1st
Floor Service:-
Administrative Block
 HR
 Finance / Accounts
 Marketing Department
 Quality Department
 COO Room
 Conference Room
BMT(Bone Marrow Transplant) Room
Blood Center
2nd Floor Service:-
Operation Theatre 1 & 2
ICU
CSSD
3rd Floor Service:-
Reception
IPD Pharmacy
Male General Ward
Female General Ward
Day Care Ward
4rdFloor Service:-
Hospital Infection Control& Nursing Education Department
Children Play Area
IodineTherapy Ward

16. MRD
Store and Purchase
Nursing Station
5&6 Floor Service:-
Canteen
OUR CONSULTING DOCTORS
RadiationOncology:
Dr. Ayan Basu (HOD)
HematoOncology:
Dr. Joydeep Chakrabarty (HOD)
Surgical Oncology:
Dr.RahulKumar Chaudhary
Dr. S.K. Bala
Medical Oncology:
Dr. ChandraniMallick
Radiology:
Dr. Amrita Chakraborty
Anasthesiology:
Dr. Chandra Sarker
Dr. Soubhadra Chakraborty

17. DEPARTMENTS OF HIERARCHY
CHIEF OPERATING OFFICER
GENERAL MANAGER
OPERATIONS
MANAGER.OPERATIONS
OPD
COODINATOR
SENIOR
EXECUTIVE
EXECUTIVE SENIOR
OFFICER
OFFICER ASSOCIATE

18. INTRODUCTION ABOUT SPELIZALIZED DEPARTMENT:-
Two month Internship form part of the course curriculum, providing a practical and first
hand expose of the healthcare industry as the final year student. It is meant to be a
preparatory tool towards making a future as a health care leader who can manage,
initiate and innovate changes in this evolving sector of the India economy and provide it
with standards that are accepted as the best internationally.
I consider myself to be fortunate to have got this exposure in the largest corporate
hospital of the country ,boasting a successful standing .the learning that I extracted from
the experience not only enriched me in terms of providing knowledge as to how a
corporate hospital runs but also gave me insights into my own selves ,inparting priceless
lessons of patients ,dedication and importance of good communication.
OPERATIONAL DEFINITIONS:-
Patient satisfaction-the degree to which the individual perceives health care service
provided by nurses in selected department as useful, effective or beneficial as measured
by using patient satisfaction with nursing care quality questionnaire.
Patient satisfaction is one of the important goals of my health system, but it is difficult to
measure the satisfaction and gauze responsiveness of health systems as not only the
clinical but also the non clinical outcomes of care do influence the customer satisfaction
patients perception about health care system seem to have been largely ignored by
health care managers in developing countries. patient satisfaction depends upon many
factors such as: quality of clinical services provided , availability of medicine , behavior of
doctors and other health stuff, cost of service, hospital infrastructure physical comfort,
emotional support, and respect for patient preferences. Mismatch between patient
expectation and the service received is related to decreased satisfaction therefore
assessing, patient perspectives gives them a voice ,which can make public health services
more responsive to people needs and expectations.
It provides the chance to healthcare patients feedback is necessary to identify problems
that need to be resolved in improving the health services. Even if they do not use this
information systematically to improve care delivery and services, this type of feedback
triggers a real interest that can lead to a change in their culture and in their perception of
patients.

19. PATIENT
Patient is a person who is ill or is undergoing treatment for disease. There is considerable
debate regarding the appropriate use of this term. In some institutional settings it is not
used because it is thought to denote a dependent relationship on the part of the person
undergoing treatment. The words client, resident and at times guest can also be also to
refer to a person receiving treatment.
Concept of Satisfaction:-
Satisfaction is an important element in the evaluation stage. It refers to the consumers
state of being adequately rewarded. Adequacy of satisfaction is a result of matching the
actual past experience with the expected reward. Patient form certain expectations prior
to the visit. Once patient come to the hospital and experience the facilities, they may
then become either satisfied or dissatisfied, Satisfaction or dissatisfaction refers to
emotional response to the evaluation of the service, consumption, experience. It will
have five key elements. They are:
 Expectations: The seeds of patient satisfaction are sowed during the pre-purchase
phase when consumers develop expectations or beliefs about what they expect to
receive from the product. This expectations are carried forward and again activated
at the time of reusing.
 Performance: During the usage of services the patients experience the actual
product in use and perceive is performance on the dimensions that are important to
us.
 Confirmation: Comparison of expectations with actual performance results in
satisfaction or dissatisfaction.
 Discrepancy: If the performance levels are not equal discrepancy results.
Benefits of Patient Satisfaction Survey:-
Customer satisfaction survey are very important to marketer because it is a significant
determinant of repeat sales, positive word-of-mouth, consumer loyalty. Customer
satisfaction is very important for marketer as 1% increase in customer satisfaction can

20. lead to 3% increase in market capitalization. It has been observed that it costs three to
four times money to acquire new customer than to make repeat sales to an existing one.
To estimate present level of the quality of services and medical facilities .
This helps to improve further services and facilities that are not up to the mark.
Efforts made to find out the service users through patient satisfaction surveys even help
to develop quality initiatives in many practices.
It often helps to provide salient information for clinics and hospitals seeking to develop
service provision.
Patient satisfaction pays:-
Greater profitability
Improved patient retention and patient loyalty
Increased patient referrals
Improved compliance
Improved productivity
Better stuff morale
Reduce stuff turnover
Improved collections
Greater efficiency
Reduce risk of malpractice suit
Personal and professional fulfillment
The process of ensuring patient satisfaction:
Patient satisfaction= clinical quality + service quality

21. Quality :-
It is defined as an inherent and distinctive attribute of a product or service .common
measures of quality are still structural measures- the condition of physical structure, floor
space per bed, facilities for emergency power and lighting in operating rooms , inspection
and cleaning of air intake sources, facilities for disposal of infectious waste , fire control and
many more. Additional standards for facilities and equipment have been established by the
joint commission on accreditation of the hospitals by state licensing boards, etc. these
personnel, safety and cleanliness of facilities and equipment.
Patient satisfaction benchmarking:-
People involved with a relatively large hospital may have already put into place a patient
satisfaction tracking mechanism. If not, chances are that they have a least thought about
such a survey .regardless of whether they currently are monitoring their patient’s
satisfaction ,it is important to note that a patient satisfaction tracking program , by itself,
will not give them a full picture of satisfaction in the marketplace.
One excellent way to benchmark is to periodically touch with your competitors patients .a
random survey of the market will reach these patients . many people use their extensive
network to find from people who recently have been in the hospital and to ask them about
their experience.

22. DEALING WITH PATIENT COMPLAINTS:-
When Patient contact hospital to complain about a product or service received ,it can be
a blessing in disguise. for every person who complains, there can be hundreds do not
bother to complain but who also spread negative comments about the hospital.
In situation where customer complains occur, the complaint must be deal with
immediately and the cause of the complaint rectified. Some hospitals are not concerned
with quality and often ignore complaints or deal with them dishonestly. seeking customer
Satisfaction benefits a hospital in the long run.

23. OBJECTIVES
Healthcare institutions are primarily patient centric. Patient satisfaction is the strongest
determinant of hospital functioning. Ultimate goal of the hospital is satisfaction of its
customers. Not only to satisfy and care for patients & families, but also a positive
outcome for your staff, your community and your organization’s health . Patient
satisfaction depends on workers motivation, dedication and duty towards the patient.
 The main objective of the study is to find out the level of patient satisfaction of
both out-patient and in patient department of the hospital.
There are more other objectives which are following below:
To examine patient satisfaction with and recommendation of a hospital, with a special
focus on the correlation of these measure to patient ratings of interpersonal and
technical performance of the hospital.
To assess the patient satisfaction with quality of Nursing Care.
To identify relationship between satisfaction of patientwith selected variables.
To study the different factors affecting patient satisfaction.
To increase the knowledge about medical science, to increase the awareness of
professional fabillity and diagnostic uncertainty of patients, and it’s influences on health.
To suggest measures for improvement of services leading to better patient satisfaction.
To identify the problems and suggest recommendations with a view to improve further
the prevailing system of the hospital.
Makes such awareness about the job and the working field.
To find out the effectiveness of various personnel policies & practices.
Review of the state of the company and recommendations to increase effectiveness and
reduce costs.

24. METHODOLOGY
TRAINING DURATION- 24/08/2021 –23/10/2021
TIMING- MONDAYTO SATURDAY9:30 AM – 5:30 PM
DATA COLLECTION METHOD-
PRIMARY DATA-
A questionnaire had been formulated in order to collect the primary data
consisting of closeended questions & open ended questions. Questionnairewas mainly
objective types based on outpatient department services, in, waiting time, facilities,
behaviour of the staff & supportservices.

26. CONCLUTION
It was a wonderful and learning experience for me while working on this project
This project took me through the various phases of project development andgave me
real insight intothe worldof the hospital. The joy of working and the thrill involved
while
handling the various problems and challenges gave me the feel of the hospital industry.
It was due to this project I came to know how the hospital management
systems are designedandhow the hospital works and the various procedures.
I enjoyedeach and every bit of work I had put intothis project.

27. PROBLEM AREA OF OPD
1. Prolonged waiting time in the registration &billing counter.
2. There is lack of housekeeping staff.
3. Public holiday not clearly display on the notice board.
4. Delays for collection of laboratory specimens & payments.
5. Lack of communications between the staffs.
6. No separate female changing room near the procedure room.
7. Parking space only available for doctors not patients.
8. Lack of ophthalmologist and paediatric medicine doctor.
9. There is no separate report delivery counter.

28. RECOMMENDATIONS