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1. 1
Dr. Priyanka Srivastava
Department of Hospital Administration
Sanjay Gandhi Post Graduate Institute of Medical Sciences
Lucknow
Study of Assessment of Satisfaction among
the selected population utilizing Out-Patient
Services of The General Hospital of a
Tertiary Care Teaching Institute in
The State Capital of Uttar Pradesh
3. “Hospital is an integral part of a social and medical
organization, the function of which is to provide the population
complete healthcare both curative and preventive with outpatient
services reaches out to the family in its own environment and also
to carry out training of health workers/functionaries and the bio
social research” – World Health Organization
The Outpatient Department (OPD) is first point of contact
between the hospital and the patient and patient satisfaction
depend on the standard of the health facility and care they receive
at the OPD.
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4. Patient’s satisfaction depends on many factors such as quality of
clinical services provided, availability of medicine, behavior of
doctor and other health staff, cost of services, hospital
infrastructure, physical comfort, emotional support and respect
for patient
Assessment of the patients’ satisfaction is important in order to
identify reasons for dissatisfaction and guide us to eliminate
them.
As an administrator to it is important to identify causes of
dissatisfaction in order to alleviate level of satisfaction among
clients.
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5. Multi sectorial development have increased level of information about
medical facilities and Patients awareness about their rights.
Expectations from health care facilities are ever changing and scaling
new heights.
It is important to understand causes of dissatisfaction among patients
utilizing OPD services to take corrective measures. This study intends
to find:
Availability and extend of utilization of outpatient services in general hospital by
internal and external patients.
Source of information for external patients.
Reasons of satisfaction/dissatisfaction among the internal and external patient at
outpatient services.
Waiting time for the internal and external patient at outpatient services in various
process and Recommend corrective measures to enhance the patient satisfaction
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RATIONALE
7. Sonu Goel et al in their study to improve quality of care at public-
health facilities in Chandigarh Measuring patient satisfaction about
outpatient services and found out that among 1200 exit interview with
variable like general satisfaction, technical quality, interpersonal
behavior, communication, financial aspects, time spent with doctor,
accessibility and convenience etc.
Overall patients’ satisfaction on various parameters of quality of care
was 86%. (Sub centre- 95%, Dispensary- 89.5%, Community Health
Centers- 87.7%, General Hospital- 83.8% and Polyclinic-82%).
There was significantly more score of satisfaction in General hospital
as compared to other secondary level health facilities. However, the
difference in satisfaction score was not significant between different age
group.
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8. Talluru Sreenivas et al in their study “Patient Satisfaction - A
Comparative Study” conducted in three different selected hospitals in
Hyderabad city based on ownership.
270 respondents were selected out of 300 respondents of Osmania
General Hospital (Omanis), completely owned by Government, similarly
90 respondents out of 100 respondents from Deccan Hospitals
Corporation Limited (Deccan) which runs under the control of private
management and 240 respondents from Nizam's Institute of Medical
Sciences (Nizam's) which runs on corporate lines under the control of
State government were selected .
it is found that the t-value for all types of responses and for all pairs of
hospital under study were significant at 5% level
Journal of the Academy of Hospital AdministrationVol. 15, No. 2 (2003-07
- 2003-12) 8
9. Study on Evaluation of Service Quality of Hospital OPD Services was
conducted at a peripheral service hospital to ascertain any service gap
between consumer expectations and perceptions in respect of the
hospital service outpatient department.
Service quality gaps were identified to exist across all the five
dimensions [expectations and perception, quality gaps, service
quality, SERVQUAL(of the survey instrument, with statistically
significant gaps across the dimensions of ‘tangibles’ and
‘responsiveness’) The quality gaps were further validated by a total
unweighted SERVQUAL score of (-) 1.63.].
Significant service quality gaps existed in the delivery of the hospital
OPD services, which need to be addressed by focused improvement
efforts by the hospital management.
(Medical Journal Armed Forces India volume 67, Issue 3, Pages 221-224, July 2011)
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11. AIM- Study of Assessment of Satisfaction among the selected
population utilizing Out-Patients Services of General Hospital of
a Tertiary Care Teaching Institute in The State Capital Of Uttar
Pradesh.
OBJECTIVES:-
1. To study availability of Out-Patient Services and its extent of
utilization by Internal and External Patients.
2. To find out the Source of information about the General Hospital
to the External Patients.
3. To evaluate the waiting time and the reasons of dissatisfaction
among the Internal and External patient at Out-Patient Services.
4. To recommend corrective measures to enhance the patient
satisfaction.
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13. STUDY SETTING - Sanjay Gandhi Post Graduate Institute of Medical
Sciences, Lucknow
Study Area - General Hospital
STUDY DESIGN - Descriptive Study done Prospectively
TIMELINE-
Study Span: November, 2012- June, 2013
Data Acquisition: January, 2013 - March, 2013
STUDY POPULATION – The Patients utilizing Out-Patients Services.
SAMPLING TECHNIQUE – Population Proportion Sampling
STUDY SAMPLE – Internal and External Patient
SAMPLE SIZE -
The sample for observation was taken on the basis
Sample size (N) = (Z 2) * p (1-p)
d2
p = 0.12
q= (1-p) = 0.88
z =1.96 as per table of area under normal curve for confidence level of 95 %
d = allowable error, since estimate should be within 5% of true value=0.05
Sample size (N) = (1.96)2 * 0.05 (1 - 0.05) = 384
(0.05)2
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17. Tools:
Interview schedule for internal patients & external patients
Sample size calculated
Exit patient interview
(It included questions about following categories-
The general information such as Staff/non staff, name, age, sex.
The profile of the patient as-District, resident either urban/rural
Specific information as-Source of information, reason for selection of hospital
The questions pertaining to patient satisfaction includes such as-Problems at
registration counter and problem with behavior of registration clerk, seating
arrangement, general cleanliness, drinking water facility , toilet facility, satisfaction
with concern Doctor and sample collection technician
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TECHNIQUE
Collection of Secondary data in the form of documents and records and registers
18. Question pertaining to waiting time in various process such as-Time in
queue and process at registration counter, in doctor consultation, in
laboratory, in pharmacy, in payment Entry and exit time in OPD and
total time in OPD Suggestion if any)
Data acquisition
Data sorted and analyzed using Microsoft Office Excel and
Statistical Package For Social Sciences (SPSS)
And following findings were observed
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20. 20
MALE, 27.96
FEMALE, 72
.03
EXTERNAL PATIENT
MALE
FEMALE
MALE, 39.
09
FEMALE,
60.9
INETRNAL PATIENT
MALE
FEMALE
MALE
35%
FEMALE
65%
TOTAL
GENDER PROFILE OF THE PATIENTS UTILIZING OUTPATIENT SERVICES
OF GENERAL HOSPITAL OF SGPGIMS
24. OBJECTIVE 1-
To study availability and extent of utilization of
outpatient services in general hospital by staff
and non staff patients
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25. 25
0
10,000
20,000
30,000
40,000
50,000
60,000
70,000
80,000
Gen.Medicine Gen. Surgery Pediatrics Gynea. & Obst. Dermatology Grand Total
12,193 13,170
3,596
22,047
14,178
72,410INTERNAL PATIENTS
No.ofpts.
0
20,000
40,000
60,000
80,000
100,000
120,000
GEN MEDICINE GEN SURGERY PEDIATRICS GYNAE N OBS DERMATOLOGY GRAND TOTAL
35,833
18,755 17,349 15,417 22,746
110,100
No.ofpts.
EXTERNAL PATIENTS
Extent of Utilization of Outpatient Services of General Hospital, SGPGIMS (2008-2012)
26. 26
0
20
40
60
80
100
120
140
2008 2009 2010 2011 2012
No.ofPatientsin,00 TREND OF OUPATIENT SERVICES UTILIZED BY
INTERNALAND EXTERNAL PATIENTS (2008-2012)
Gen.Medicine Internal Gen.Medicine External Gen. Surgery Internal
Gen. Surgery External Pediatrics Internal Pediatrics External
Gynea. & Obst. Internal Gynea. & Obst. External Dermatology Internal
Dermatology External
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OBJECTIVE-To Explore The Source Of
Information For External Patients Utilizing OPD
Services at General Hospital Of SGPGIMS
29. OBJECTIVE-To evaluate the waiting time and
the reasons of dissatisfaction among the Internal
and External patient at Out-Patient Services
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30. Response of the patients about the behavior of registration clerk
30
0
20
40
60
80
100
120
140
STAFF NON
STAFF
STAFF NON
STAFF
STAFF NON
STAFF
STAFF NON
STAFF
STAFF NON
STAFF
GEN MED GEN SURGERY PEDIATRICS GYNAE N OBS DERMATOLOGY
4 1 2 0 4 1 1 5 2 1
139
48
73
53
65
13
61
83
89
56
PROBLEM REGISTRATION CLERK YES PROBLEM REGISTRATION CLERK NO
Numberofpts.
Reason – Rude / Partial behavior
40. OBJECTIVE-TO RECOMMEND THE CORRECTIVE
MEASURES TO ENHANCE THE PATIENTSATISFACTION
Enquiry counter and hospital map should be present
Transport facility should be provided from main gate to the general hospital
USG and X-RAY facility should be provided In the hospital
Token system should be present for queue and registration
Manpower should be increased
PHARMACY COUNTER-
Manpower should increased
All counter should be open
All medicine should be available
Worker should behave proper
HOSPITAL INFORMATION SYSTEM(HIS)-
Don’t work properly
Takes too much time
AMBULANCE FACILITY-
Not available at time
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41. OBJECTIVE-TO RECOMMEND THE CORRECTIVE
MEASURES TO ENHANCE THE PATIENTSATISFACTION
TOILET FACILITY-
Hygiene should be maintained
Number and ladies toilet should be increased
Cantene facility should be increased
SEATING ARRANGEMENT –
Number and space should be increased
Behavior and punctuality-
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According to WHO- “Hospital is an integral part of a social and medical organization ,the function of which is to provide the population complete healthcare both curative and preventive with outpatient services reaches out to the family in its own environment and also to carry out training of health workers/functionaries and the bio social reasearchINTRODUCTION
Researchers have generally agreed that expectations serve as reference points in consumer’s service performance by examine the
Researchers have generally agreed that expectations serve as reference points in consumer’s service performance by examine the
Operational Definition:Internal patient includes employee of Sanjay Gandhi Post Graduate Institute Lucknow and their dependantExternal patient includes other than employee of Sanjay Gandhi Post Graduate Institute Lucknow and their dependant
