Vol. 3, Issue 7 (2017)
Patient satisfaction among patients admitted at Dr. Rajendra Prasad Centre for Ophthalmic Sciences, AIIMS
Author(s): Dr Pikee Saxena, Dr. Jawaid Hasan
Abstract: Introduction: The satisfaction of patients coming to hospitals depends on the expectation level of the patients, the interaction between the medical system and the patient and structure and function of the medical care system. Although their main expectation is getting cured and going back to their work, but there are other factors, which affects their satisfaction. Patient satisfaction depends on outcome of care; since it is ultimate well being that results from acceptable care. But satisfaction or dissatisfaction can also result from patient’s judgement on certain aspects of care, calibrating the degree of their acceptability. Satisfaction also contributes to success of future care. Objectives To study the level of patient satisfaction at Dr Rajendra Prasad Centre for Ophthalmic Sciences of All India Institute of Medical Sciences.To study the different factors affecting patient satisfaction.To suggest measures for improvement of services leading to better patient satisfaction. Material and Method: A standard questionnaire which was pretested and 50 patients and their relatives of Dr Rajendra Prasad Centre for Ophthalmic Sciences were interviewed. The questions were given same scale from excellent to poor for uniformity of comparison. Consent was taken before interviewing the patient. The data was analysed using appropriate statistical methods. Results: Patients were satisfied (in decreasing order) by Information about disease and treatment by doctors and Behaviour of Doctors (96%) Security of the hospital (86%) Admission Reception and Admission policy of the hospital (80%) Food services (76%) (80%) behaviour of Nurses (64%) OPD, Ward and bed preparation at the time of admission (60%) . The major dissatisfier were Cleanliness of the toilets (30%) Behaviour of Orderlies/sweeper (56 %) the shortage of Hospital attendants for taking the patient for investigations and tests,issuing only one visitor's pass and cockroaches in the ward. Discussion: The patients and their relatives should be clearly informed about the rules and regulation, the quality of food e improved and pests like cockroaches controlled. The reception counter should have facility for photocopier with charges. Hospital and Sanitary attendants should be regularly trained the doctors should be trained in value of empathic care. The patient’s attendants should be educated about the post operative care and a package for services should be introduced. Conclusion: Top management, through its actions, must show that patient satisfaction is important to it. This can be done by acknowledging areas where the hospital needs to improve, involvement of management and employees and clear and frequent communication. The employees who contribute to patients' satisfaction should be recognized and rewarded. Patient-based improvement goals framed and incorporation of patient satisfaction skills into employee training programs be introduced.