Moina Wasi Khan
King George's Medical University, IndiaPresentation Title:
Assessment of in-patient satisfaction in a tertiary care hospital: Identifying key areas for improvement
Abstract
Introduction: Patient satisfaction is a critical indicator of healthcare quality and is essential for improving medical services and patient experiences. Accurate measurement of patient satisfaction helps to enhance the quality of care and align services with patient needs. In this context, evaluating patient satisfaction in tertiary care hospitals provides valuable insights into service delivery and identifying the strengths. It gives an opportunity for the improvement of the services.
Aims and Objectives: The primary aim of this study is to assess the level of satisfaction among in-patients at a tertiary care hospital and to identify the causes of dissatisfaction. Specific objectives includes evaluation of the satisfaction levels of patients in various departments, identifying areas of dissatisfaction, and give recommendations if any.
Methodology: This is observational and descriptive study utilising a questionnaire to collect data from in-patients across various wards including various departments over a period of two months. The sample size was determined to be 400 patients at a 95% confidence level with a 5% precision rate. The study employed a validated hospital satisfaction questionnaire to capture patient feedback on various clinical and support services.
Result:
Result:
1. Admission Process:
o 1.78% of patients in the emergency department reported dissatisfaction with the admission process.
o In the gastro-surgery and oncology departments, dissatisfaction rates were 0.92% and 0.95%, respectively.
2. Interaction with Medical Staff:
o 0.69% of patients in the surgery department and 1.48% in the nephrology department reported dissatisfaction with their interactions with medical staff.
o A significant 3.33% of patients in the geriatric department were dissatisfied with their communication experiences.
3. Housekeeping Services:
o Dissatisfaction with housekeeping services was reported by 6.8% of patients in the emergency department.
o The medicine department had a dissatisfaction rate of 1.6%, while the gastro-surgery department and orthopaedic department had 0.32% each.
o Neurosurgery and oncology departments reported dissatisfaction rates of 1.33% and 2.6%, respectively.
4. Other Services:
o All patients reported either good or satisfactory experiences in OT, radiology, and pharmacy services.
o In the laboratory services, 2.32% of patients were dissatisfied due to delays in the availability of test results in the emergency department.
Conclusion: The study reveals that while most patients are satisfied with the services provided in the OT, radiology, and pharmacy departments, areas like the admission process, communication with medical staff, and housekeeping services in certain departments need improvement. The dissatisfaction in these areas, though relatively low, indicates the necessity for targeted interventions to enhance patient satisfaction and overall healthcare quality. Recommendations include improving the admission process, enhancing staff communication skills, and optimizing housekeeping services to meet patient expectations.
Biography
Moina Wasi Khan is a junior resident -2 at King George’s Medical University Lucknow, specializing in the department of hospital administration. With a passion for healthcare management, she has been actively involved in both academic and clinical settings, gaining a well-rounded perspective on hospital operations. As a member speaker in “Soft Skills in Healthcare”, Moina has been instrumental in guiding professionals in enhancing essential communication, leadership, and teamwork skills across various professional domains, helping them achieve excellence in their respective fields. On 7th October 2023, she moderated a session at an Ethicon event held at the Radisson Hotel, where she facilitated insightful discussions on ‘Quality-based Procurement’, demonstrating her expertise and commitment to the field. In addition, Moina has submitted two research publications that are currently under review, reflecting her dedication to advancing knowledge in hospital administration and patient care.
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