Assessing the applicability and usability of patient satisfaction levels as a tool for judging quality of service in a medical college hospital in Punjab, North India
Abstract
Introduction: Healthcare industries have seen recent movements towards continuous quality improvement at the global level. Patient satisfaction is one of the established yardsticks to measure success of the services being provided in the health facilities.
Aims and objectives: 1) To review satisfaction rates among patients admitted in a Medical College hospital. 2) To evaluate applicability and usability of carrying out evaluation of patient satisfaction for hospital services as an indicator of quality of services.
Material and Methods: A comparative review study of patient satisfaction rates was done in two phases, first in July- August, 2013 and then in March – April, 2015 among indoor patients being discharged admitted in major wards at Rajindra hospital (GMC Patiala).
Results and Discussion: Most of the patients were from underserved sections of the community. Patients show higher satisfaction levels with the services and care provide by hospital staff. Regarding basic amenities, availability of toilets/hand washing facility in the wards, cleanliness in the toilets and wards, adequacy of Fans / Lights in the wards has been stated to be much improved by the patients but 72 % respondents are claiming unavailability of drinking water. Patient satisfaction rates act as a reliable and rapid tool for assessing regular developmental activities and projecting the shortcomings to higher authorities.
Conclusion & Recommendations: Assessing satisfaction of patients is simple and cost effective way for evaluation of hospital services. Regarding applicability and usability of such patient satisfaction survey, we conclude that it must be incorporated in routine hospital functions.
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Copyright (c) 2016 Author (s). Published by Siddharth Health Research and Social Welfare Society
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