1. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
CUSTOMER SATISFACTION REPORT
(July 2010)
--A Comparative Analysis
Asian Institute of Medical Sciences
Faridabad(Haryana)
INDIA

2. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Customer Satisfaction

3. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Department Analysis

4. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
O.P.D
• Sample Size = 280
%Excellent
%Good
%Fair
%Poor
56.42
38.92
4.28
0.35

5. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
LAB SERVICES
SAMPLE SIZE=219
%Excellent
%Good
%Fair
%Poor
50.22
43.37
4.56
1.86

6. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
CASUALTY SERVICES
FACTOR SAMPLE
SIZE
%EXCELLENT %GOOD %FAIR %POOR
DOCTOR 294 66.3 32.31 1.36 0
ACTION BY
NURSING
STAFF
288 49.48 44.13 0.35 0.35
TIMELY
GENERATION
OF MEDICAL
REPORT
281 64.5 31.5 3.12 0.69

7. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
OVERALL CASUALTY PERFORMANCE
%Excellent
%Good
%Fair
%Poor
60.2
35.98
1.61
0.34667

8. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
I.C.U
FACTOR SAMPLE
SIZE
%EXCELLENT %GOOD %FAIR %POOR
NURSE 196 76.02 21.94 2.04 0
R.M.O 186 70.43 27.97 1.61 0
DOCTOR 195 76.92 26.07 0 0
STAFF 192 70.31 27.64 1.04 1.04

9. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
OVERALL I.C.U PERFORMANCE
%Excellent
%Good
%Fair
%Poor
73.42
25.155
1.1725
0.26

10. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
WARD/ROOMS
FACTOR SAMPLE
SIZE
%EXCELLENT %GOOD %FAIR %POOR
NURSING STAFF 328 76.5 21.0 2.4 0
DOCTORS’ VISIT 319 68.33 29.15 2.19 0.313
SATISFACTION
CONSULTANT VISITS
331 64.95 32.32 2.41 0.302
HANDLING OF
COMPLAINTS
313 64.8 30.03 3.83 0.95
SATISFACTION WITH
TREATMENT
319 64.2 31.3 4.07 0.313
MAINTAINANCE
329
64.13 30.09 5.16 0.609
R.M.O 274 63.13 32.84 4.01 0
SHIFTING TO WARD
328
60.97 34.75 3.96 0.304

11. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Kitchen Services
Sample size= 322
39%
43%
14%
4%
TasteFood
%Excellent %Good %Fair %Poor
Sample size= 320
52%40%
6%
2%
HygieneFood
%Excellent %Good %Fair %Poor

12. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
%Excellent %Good %Fair %Poor
44.86
42.136
10.39
2.59
Overall Kitchen Services

13. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
DISCHARGE SERVICES
Sample size=293
%Excellent
%Good
%Fair
%Poor
41.63
36.51
15.01
6.82

14. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
OVERALL STAY
Sample size=326
0 5 10 15 20 25 30 35 40 45 50
%Excellent
%Good
%Fair
%Poor
%Excellent %Good %Fair %Poor
OverallStay 47.85 46.01 5.21 0.92

15. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Recommendation
SAMPLE SIZE=250
74%
24%
2%
%Will Recommend %May Recommend %Not Recommend

16. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Comparative Analysis

17. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
51.2
56.42
45.1
38.92
3.04 4.28
0.5 0.35
OPD
%EXCELLENT %GOOD %FAIR %POOR

18. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Doctor Casualty
Jun/10 Jul/10
62.7
66.3
34 32.31
2.86 1.360.4 0
%EXCELLENT %GOOD %FAIR %POOR

19. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
64 64.5
33.4 31.5
2.44 3.120 0.69
Nursing Staff Casualty
%Excellent %Good %Fair %Poor

20. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
55.8
49.8
38.4
44.13
5.16 0.350.46 0.35
FRONT OFFICE BEHAVIOUR
%EXCELLENT %GOOD %FAIR %POOR

21. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
45.2
50.2248.2
43.37
5.9 4.56
0.42 1.86
LAB SERVICES
%Excellent %Good %Fair %Poor

22. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10
Jul/10
61.7 70.43
33.9
27.97
4.3
1.61
0
0
RMO I.C.U
%EXCELLENT %GOOD %FAIR %POOR

23. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10
Jul/10
68.1 76.02
28.9
21.94
2.84
2.04
0
0
Nurse I.C.U
%EXCELLENT %GOOD %FAIR %POOR

24. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
64.1
70.31
29.4 27.64
6.47
1.040 1.04
Staff I.C.U
%EXCELLENT %GOOD %FAIR %POOR

25. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
67.6
76.92
28.2
23.07
4.11
00 0
Doctor I.C.U
%EXCELLENT %GOOD %FAIR %POOR

26. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
56.6
60.97
38.8
34.75
3.01
3.961.5 0.304
Shift to Ward
%EXCELLENT %GOOD %FAIR %POOR

27. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
64.7 64.95
32.5 32.32
2.29 2.41
0 0.302
Satisfaction with Consultant Visits
%EXCELLENT %GOOD %FAIR %POOR

28. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
58.1
64.13
34.6
30.09
6.46
5.160.76 0.609
Maintainance
%EXCELLENT %GOOD %FAIR %POOR

29. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
65.6
68.33
30.1 29.15
3.08 2.194
0.77 0.313
Doctors' Visit
%EXCELLENT %GOOD %FAIR %POOR

30. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
61.7 63.13
35.2 32.84
2.6 4.010.43
0
RMO Ward
%EXCELLENT %GOOD %FAIR %POOR

31. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
0
10
20
30
40
50
60
70
80
Jun/10 Jul/10
PERCENTAGE
Jun/10 Jul/10
%EXCELLENT 71.9 76.52
%GOOD 26 21.03
%FAIR 1.94 2.43
%POOR 0 0
Nurse Ward

32. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
0
10
20
30
40
50
60
70
Jun/10 Jul/10
PERCENTAGE
Jun/10 Jul/10
%EXCELLENT 60.3 64.85
%GOOD 34.6 30.03
%FAIR 4.28 3.83
%POOR 0.77 0.95
Handling of Complaints

33. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Taste Food
0
5
10
15
20
25
30
35
40
45
50
Jun/10 Jul/10
39.8 39.13
46.2
42.85
12.78 13.66
0.75
4.34
%EXCELLENT %GOOD %FAIR %POOR

34. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Hygiene Food
0
10
20
30
40
50
60
Jun/10 Jul/10
45.4
52.03
43.2
39.81
10.2
6.26
0.75 1.88
%EXCELLENT %GOOD %FAIR %POOR

35. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Services Food
0
5
10
15
20
25
30
35
40
45
Jun/10 Jul/10
43.2 43.4344.3 43.75
11.27 11.25
0.75
1.56
%EXCELLENT %GOOD %FAIR %POOR

36. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10
Jul/10
62.5
58.07
33.1
36.33
4.3
4.34
0
1.24
Behaviour of Staff
%POOR %FAIR %GOOD %EXCELLENT

37. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
50
41.63
39.4
36.51
10.52
15.01
4.6
6.82
Discharge papers
%Excellent %Good %Fair %Poor

38. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
75.3 74
23.1 23.6
1.5 2
Recommendation
%WillRecommend %May Recommend %Not Recommend

39. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Services that had negative impact on
Recommendation& Satisfaction level
Services that need
improvement
Reason (Supporting figures)
Discharge services 8.37%decrease in customers who have
rated it excellent& 2.22% increase in
customers who found it poor.
Front Office Behaviour 6 % decrease in customers rating it as
excellent.
Taste Of Food 3.59% increase in customers rating it poor
& 0.67% decrease in customers rating it as
excellent
General Behaviour Staff 4.43% decrease in customers rating it as
excellent & 1.24% increase in its rating as
poor.

40. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Services that have shown Improvement
Service % Increase in
Excellent rating
% Decrease in Poor
Rating
Doctor I.C.U 9.32% 0
RMO I.C.U 8.73% 0
Nurse I.C.U 7.92% 0
Maintainance 6.03% 0.151%
O.P.D 5.22% 0.15%

41. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
COMPLAINTS
• Discharge procedure too long.
• Gatekeeper creates problem when relatives come to meet the
patient.
• Doctors’ visit charges are too high.
• Computer networks slow, customers have to wait for long at
the counter.
• Food services need to be improved .
• Billing system is too slow.
• Improvement should be there in lift services.”Have to go 10
times a day by stairs to the 6th floor.
• No choices for food items.Food not good in taste.
• Some persons at Billing department rude.

42. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
COMMENTS
• “All is well”
• “Nurses are very sweet.”
• “May it flourish day & night and relieve the pain,both
mental& physical,of all the people coming to this
excellent hospital.”
• “Nursing staff more than excellent.Really
appreciable.”
• “Staff is very courteous & helpful.”

43. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
SUGGESTIONS
1.
• Mobile chargers should be available on all floors.
2.
• Should consider middle class people also in case of rates.
3.
• A T.V should be there in each ward
4.
• Semi-cabin should be provided with intercom
5.
• 2 separate Calling systems be placed in twin sharing rooms.
6. • Newspapers be available to patients

44. A SUPER SPECIALITY HOSPITAL
& CANCER CENTRE
A Blue Sapphire Healthcares Hospital
CONCLUSION
• This research,based on the data collected for 2 months,
explains the factors that deeply affect the satisfaction level of
customers.
• It is clearly proved that a small change in any of the factors
lead to appreciable alteration in the recommendation level.
• Factors that are contributing to growth rate of the organisation
= Doctors,nurses,Staff(esp. I.C.U),Maintainance.
• Some growth limiting Factors= Discharge services, Taste of
Food.