04/07/2023 patient satisfaction survey 2009 1

PATIENT SATISFACTION SURVEY

GOVT.GENERAL HOSPITAL,KURNOOL.

04/07/2023 patient satisfaction survey 2009 2

04/07/2023 patient satisfaction survey 2009 3

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“Our goal is to improve quality of services, not to place blame on system.”

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INTRODUCTION

HEALTH CARE IS THE ONLY INDUSTRY THAT FOR YEARS HAS SAID, 'LET'S LEAVE THE CUSTOMER OUT OF IT.‘

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Outline • Background • Objectives • Methodology • Questionnaire • Analysis & results • Problems in our hospital Interventions • Discussion • Conclusions

ABSTRACT

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BACKGROUND: The world’s prime objective today is to achieve health equity to

patients attending government general hospitals in developing countries like India.

All patients do deserve the minimal levels of quality health services delivered by the qualified health professionals.

The reviewed literature is suggestive of identifying the gap between the acquired qualification and the delivery of desired service.

Hence we, the trainees in the health care system aim to evaluate the lacunae in the delivery system from the recipient’s point of view to assure them of competent workforce in Government General Hospital (GGH).

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PATIENT SATISFACTORY SURVEY

GOVT.GENERAL H

OSPITAL,KURNOOL

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OBJECTIVES:

To assess the patient’s satisfaction regarding the health services.

To uncover patient’s actual needs To develop appropriate BCC modules

and conduct training programs. To reassess the patient satisfaction and

medical/health professional compliance.

PATIENT SATISFACTORY SURVEY

GOVT.GENERAL H

OSPITAL,KURNOOL

04/07/2023 patient satisfaction survey 2009 11

Obtain Patient

response

PATIENT SATIS

FACTORY SURVEY

GOVT.GENERAL H

OSPITAL,K

URNOOL

METHODOLOGY:

1500 Patient’s satisfaction will be assessed with the help of pre-tested, structured questionnaire.

The interventional phase would include training and orienting the health staff with BCC modules besides involving the stake holders, to optimally utilize resources to provide conducive working environment for the health professionals to create a patient friendly, need based health services.

In post interventional phase , evaluation of this intervention will be assessed by administering the same questionnaire to the sample population.

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PATIENT SATISFACTORY SURVEY

GOVT.GENERAL H

OSPITAL,KURNOOL

RESULTS AND CONCLUSION

The data thus collected will be tabulated, analyzed and presented at the time of the conference

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PATIENT SATISFACTORY SURVEY

GOVT.GENERAL H

OSPITAL,KURNOOL

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QUESTIONNAIRE

• based on• Doctor’s services• Nursing care• Facilities• Cleanliness• Information• Overall impression

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QUESTIONNAIRE

PATIENT SATISFACTORY SURVEY

GOVT.GENERAL H

OSPITAL,KURNOOL

QUESTIONNAIREBIODATA OF THE PATIENT

NAME: AGE: SEX:

OCCUPATION: EDUCATION: ADDRESS: IP NO: DATE :

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PATIENT SATISFACTORY SURVEY

GOVT.GENERAL HOSPITAL,KURNOOL

04/07/2023 17patient satisfaction survey 2009

REGARDING SERVICES RENDERED BY THE DOCTORS

During your hospital stay, how often did doctors treat you with courtesy and respect?

A. Never B. Sometimes C. Usually D. Always

During your hospital stay, how often did

doctors listen carefully to you?

A. Never B. Sometimes C. Usually D. Always

04/07/2023 patient satisfaction survey 2009

During this hospital stay, did doctors explain about your problem in

a way you could understand? A. Yes B. No

During this hospital stay, did doctors

explain about your treatment in a way you could understand? A. Yes B. No

During this hospital stay, did doctors

explain about the investigations required in a way you could understand? A. Yes B. No

18

PATIENT SATISFACTORY SURVEY

GOVT.GENERAL HOSPITAL,KURNOOL

04/07/2023 patient satisfaction survey 2009

PATIENT SATISFACTORY SURVEY

GOVT.GENERAL HOSPITAL,KURNOOL

19

• Before giving a medicine, how often did the hospital staff tell you what the medicine was for?

A. Never B. Sometimes C. Usually D. Always

• Before giving you any new

medicine, how often did hospital Staff describes possible side effects in a way you could understand?

A. Never B. Sometimes C. Usually D. Always

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PATIENT SATISFACTORY SURVEY

GOVT.GENERAL HOSPITAL,KURNOOL

REGARDING SERVICES RENDERED BY NURSING STAFF

• During this hospital stay, how often did nurses treat you with courtesy and respect?

A. Never B. Sometimes C. Usually D. Always

• During this hospital stay, how often did nurses listen carefully to you?

A. Never B. Sometimes C. Usually D. Always

• During this hospital stay, how often did nurses explain things in a way you could understand?

A. Never B. Sometimes C. Usually D. Always

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PATIENT

SATISFACTORY

SURVEY

GOVT.GENERAL HOSPITAL,KURNOOL

Do you know where you have been sent or referred to(labs and other referral departments)? A. Yes B. No

How often are you sent for investigations outside, if so are you being paid for it?

A. Never B. Sometimes

C. Usually D. Always .

FACILITIES

PATIENT SATISFACTORY SURVEY

GOVT.GENERAL H

OSPITAL,KURNOOL

During this hospital stay, did you have access to safe drinking water?

A. Yes B. No

During this hospital stay, did you have access to food facilities?

A. Yes B. No

PATIENT S

ATISFACTORY S

URVEY

GOVT.GENERAL H

OSPITAL,K

URNOOL

B. No

Do you have to wait for a bed in the ward?

A. Yes

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Hospital cleanliness

patient satisfaction survey 2009

PATIENT S

ATISFACTORY S

URVEY

GOVT.GENERAL

HOSPIT

AL,KURNOOL

During this hospital stay, how often were the ward and bathrooms kept clean?A . Never B. Sometimes C. Usually D.

Always

What is your general opinion about the cleanliness of our hospital?A. Very clean B. clean C. satisfactory D. poor

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PATIENT SATISFACTORY SURVEY

GOVT.GENERAL HOSPITAL,KURNOOL

Are you being demanded money by any of workers? A. yes B. No

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Do you recommend this hospital to your friends and family? A. Yes B. No

Based on all the services we provided what scoring do you give to this hospital for 10? ____________

In which areas do you suggest this hospital to improve? A. Provision of information concerned B. Treatment C. Facilities provided in the hospital D. General cleanliness of surroundings

OVERALL IMPRESSION

patient satisfaction survey 2009

PATIENT SATIS

FACTORY SURVEY

GOVT.GENERAL H

OSPITAL,K

URNOOL

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PATIENT

SATISFACTORY

SURVEY

GOVT.GENERAL HOSPITAL,KURNOOL

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Survey analysis

PATIENT SATISFACTORY SURVEY

GOVT.GENERAL

HOSPITAL,KURNOOL

04/07/2023patient satisfaction survey 2009 29

PATIENT SATISFACTORY SURVEY

GOVT.GENERAL H

OSPITAL,KURNOOL

STATISTICS

SEX DISTRIBUTION Males = 410 (58.3%) Females = 293 (41.7%)

LITERACY Literates = 349 (53.8%) Illiterates = 301 (46.2%)

AGE DISTRIBUTION 0-20 = 175 (24.9%) 21-40 = 273 (38.8%) 41-60 = 178 (25.3%) >60 = 77 (11.0%)

TOTAL NUMBER = 703

04/07/2023patient satisfaction survey 2009 30courtesy & respect attention to patient's words

0

50

100

150

200

250

300

350

400

450

500

14 21

4458

487462

15 8

16 2

SATISFACTION LEVELS ON DOCTOR’S SERVICES

neversome-timesusuallyalways

Axis Title

PATIE

NT SATIS

FACTORY

SURVEY

GOVT.GENERAL

HOSPITAL,

KURNOOL

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Regarding doctor’s explanation to patient

aboutproblem

TREATMENT

problem treatment0

100

200

300

400

500

600 525

414

178

289 YESNO

PATIENT S

ATISFA

CTORY

SURVEY

GOVT.GENERAL

HOSPITAL,K

URNOOL

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EXPLAINING ABOUT MEDICINE

EXPLAINING ABOUT SIDE EFFECTS

0

100

200

300

400

500

600

700

124

45

434

658

YESNO

PATIENT SATISFACTORY SURVEY

GOVT.GENERAL HOSPITAL,KURNOOL

04/07/2023patient satisfaction survey 2009 33explaining to patient sent to private labs

0

50

100

150

200

250

300

350

400

450

500

335

224

364

479

yes

no

INVESTIGA-TIONS

PATIENT S

ATISFA

CTORY SURVEY

GOVT.GENERAL

HOSPITAL,K

URNOOL

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0

100

200

300

400

500

600

19 23 1851 50 57

555 544 543

78 86 85

never

sometimes

usually

alwaysPATIE

NT SATIS

FACTORY

SURVEY

GOVT.GENERAL

HOSPITAL,

KURNOOL

Satisfaction levels on nursing care

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2009 35

369 325

LOCATION OF REFFERAL DE-PARTMENTS AND LABS

YESNO

YES NO

PATIENT S

ATISFA

CTORY SURVEY

GOVT.GENERAL

HOSPITAL,K

URNOOL

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WATER

FOOD

BEDS

479

569

580

224

134

123

YES

NO

facilities

PATIENT SATIS

FACTORY S

URVEY

GOVT.GENERAL

HOSPITAL,K

URNOOL

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ACCESS TO SAFE DRINKING WATER

ACCESS TO FOOD FACILITIES

0 50 100 150 200 250 300 350 400 450

122

270

301

153

FOOD AND WATER FACILITIES

YES NO

04/07/2023patient satisfaction survey 2009 38CLEANLINESS OF WARDS & BATHROOMS

0

50

100

150

200

250

300

281

234

186

2

poor

satisfactory

clean

very clean

PATIENT SATISFA

CTORY SURVEY

GOVT.GENERAL

HOSPITAL,K

URNOOL

04/07/2023

patient satisfaction survey 2009 39

Very clean

Clean

Satisfactory

Poor

0 50 100 150 200 250 300 350 400 450

0

59

415

229

HOSPITAL CLEANLINESS

Hospital cleanliness

PATIENT SATISFACTORY SURVEY

GOVT.GENERAL

HOSPITAL,KURNOOL

04/07/2023patient satisfaction survey 2009 40

307396

WORKERS DEMANDING MONEY

YES

NO

yes no

PATIENT SATISFACTORY SURVEY

GOVT.GENERAL H

OSPITAL,K

URNOOL

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659

44

Recommending the hospital to family and friends

yes no

yes

no

PATIENT SATISFACTORY SURVEY

GOVT.GENERAL

HOSPITAL,KURNOOL

04/07/2023patient satisfaction survey 2009 421 2 3 4 5 6 7 8 9 10

0

50

100

150

200

250

2 5 12 15

73

127

220

167

50

32

OVERALL SCORING TO THE HOS-PITAL

PATIENT SATISFACTORY SURVEY

GOVT.GENERAL

HOSPITAL,KURNOOL

04/07/2023patient satisfaction survey 2009 43

information

treatment

facilities

cleanliness

0 100 200 300 400 500 600 700

308

92

522

653

AREAS TO BE IMPROVED

Areas to be improved

PATIENT SATIS

FACTORY S

URVEY

GOVT.GENERAL

HOSPITAL,K

URNOOL

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Problems in our hospital

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PATIENT SATISFACTORY SURVEY

GOVT.GENERAL HOSPITAL,KURNOOLInfront of super speciality block

Beside super speciality block

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Beside old clinical lecture gallery

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PATIENT SATISFACTORY SURVEY

GOVT.GENERAL HOSPITAL,KURNOOL

PIG FEEDER

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PIG FEEDER OUT DOOR URINATION

PATIENT SATISFACTORY SURVEY

GOVT.GENERAL HOSPITAL,KURNOOL

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Swine viharam

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ONE OF 3’D’S OF KURNOOLDonkeys

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• Quantity.• Quality.• Easy accessibility to all patients.

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PATIENT S

ATISFACTORY S

URVEY

GOVT.GENERAL H

OSPITAL,KURNOOLBRIBE MENU

• In obstetrics,Male child = 350 to 500Female child = 200 to 300Operation = 200 to 300Transport = 30 t0 50 Dhobi = 50

•In all OT’sPre op preparation = 50After surgery = 300 to 500Wound dressing = 50P.O.P. Slab = 50Transportation = 30 to 50

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OT BOY

GIVE MONEYTO

GET OUT OF HERE

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INVESTIGATIONS & TREATMENT

• Non availability of lab facilities round the clock.

• Non availability of some investigations & drugs.

• Mediators diverting the patients.

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Mediators not only diverted patients to their labs, but also given false results.

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Patients complains of non functioning fans & light

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Fans are not working

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patient satisfaction survey 2009

61

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Untidy surroundings of susrutha bhavan

Pigs NIGHT HALT

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Roots on ROOF

&WALLS

Skating platform

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Follow me….Lets move to

female medical ward

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Is it for

ladies or

gents ?

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Ward toilet is locked

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Patients on floor

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Patients on floor

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Scarcity of beds

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PATIENT SATISFACTORY SURVEY

GOVT.GENERAL HOSPITAL,KURNOOL

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NEED

SRESOURCES

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INTERVENTIONS

“Our goal is to improve quality of services, not to place blame on system.”

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DOCTOR DOCTOR SURGEON NURSE MALE NURSE

TECHNITIAN COOK IN DIETICS WARD BOY CLEANERS

HOSPITAL STAFF

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TO SERVE BETTER …

• Effective listening and inquiry will help us to uncover patients' real needs and goals.

• The most important thing is not listening to patients heart or lung sounds, but to patients words.

• When patients trust us, they are more likely to adhere to treatment plans and follow advice.

.

"Let our brains remove the pain of the suffering humanity and bring smiles".

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CARING IS THE ESSENCE OF NURSING.

Constant attention by a good nurse may be just as important as a major operation by a surgeon. 

“In public health, nurses do a lot of work in the background, behind the scenes. But that doesn’t really matter. What matters is that it works, that they make a real difference in people’s lives.”

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INVESTIGATIONS

• Improve– Reliability– Accessability

• To restrict the mediators from the Private labs.

• Availing lab facilities round the clock.• Concession for investigations which are not

available in GGH.

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PATIENT S

ATISFACTORY S

URVEY

GOVT.GENERAL H

OSPITAL,KURNOOL TO CONTROL BRIBERY

• Creating awareness in patients.• Stringent rules should be

implemented.• Concerned authority should

take necessary action.

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Is this the ultimate solution ??!!

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CLEANLINESS

• Pigs and donkeys should be eliminated from the hospital premises.

• Serious action must be taken on pig owners.• Increase the man power.• Educate the patients with IEC modules.• Provision of dust bins & empty them

frequently.• Provision of toilets for patient’s attenders.

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Continued…

• COMPLAINT BOXES SHOULD BE CHECKED REGULARLY.

• FANS AND LIGHTS IN WARDS SHOULD BE REPAIRED.

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LOCATION OF WARDS & LABS COLOURFUL LAYOUT SHOULD

BE KEPT AT THE ENTRANCE OF HOSPITAL .

COLOURED SIGNBOARDS SHOULD BE KEPT AT APPROPRIATE PLACES .

MEDICINE

SURGERY

CASUALITY 1

CENTRAL LAB 33

BIOCHEMISTRY 22

MEDICINE

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TEAM

WORK

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