A STUDY TO ASSESS THE LEVEL OF SATISFACTION AMONG INPATIENTS ACROSS SELECT SUPPORT SERVICE DOMAINS AT A TERTIARY HEALTHCARE TEACHING INSTITUTE, LUCKNOW, INDIA

Dr. Hem Chandra; Vandana Mourya; Leela Masih; Dr. Basava Malleswara Rao V; Dr. Tulika Gupta; Dr. Archana Yadav; Dr. R. Harsvardhan

Volume : VI, Issue : VII, July - 2017

A STUDY TO ASSESS THE LEVEL OF SATISFACTION AMONG INPATIENTS ACROSS SELECT SUPPORT SERVICE DOMAINS AT A TERTIARY HEALTHCARE TEACHING INSTITUTE, LUCKNOW, INDIA

Dr. Hem Chandra, Vandana Mourya, Leela Masih, Dr. Basava Malleswara Rao V, Dr. Tulika Gupta, Dr. Archana Yadav, Dr. R. Harsvardhan

Abstract :

Background: Patient satisfaction is an important component of healthcare quality reflecting health care provider�s ability to meet patient�s needs and expectations. Aim & Objectives: To identify service domains and parameters to assess patient satisfaction, to design an appropriate tool based on standard guidelines, to assess the satisfaction across the select service domains using the tool and identify the gaps, if any and to suggest measures for improvement based on gap analysis. Methodology: A prospective study using structured questionnaire for the survey to obtain the responses to question items, standardized on selected dimensions. Results: On analyzing the mean value (average) of the average weighted scores of factors of each service domains, it was found that patients are very much satisfied with dietary services over all as it has highest score of 77.1. The other two services housekeeping & linen services have scores of 69.8 & 67.8 over all respectively are far behind. Conclusion: Based on the present study Dietary services are the best among three. Recommendations: There is need to improve housekeeping and linen services.