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Chapter-1
Introduction
Chapter-1
Introduction
Internship project for 10 weeks program and project work is an integrated part of a
curriculum of VTU MBA its tool to bridge the concept and learn and its applicability in the
corporate world.
The report has undertaken the research in area of marketing based on the study of service
quality in Hassan institute of medical sciences, (Sri Chamarajendra Teaching Hospital)
Hassan.
The health industry (additionally called the therapeutic business or health economy) is an
accumulation and assimilation of segments inside the monetary framework that gives
products and enterprises to look after patients with corrective, preventive, restoration and
calming care. It incorporates the age and commercialization of merchandise and ventures that
loan themselves to keep up and reestablish health. The current health industry is separated
into numerous divisions and relies upon interdisciplinary groups of prepared experts and
paraprofessionals to unite the health needs of people and populaces. The health business is
one of the biggest and quickest developing ventures on the planet. Expending in excess of 1o
percent of the (GDP) of most created countries, health care can make up a huge piece of a
nation's economy.
This second rate class incorporates exercises of, or under the supervision of, medical
attendants, birthing specialists, physiotherapists, logical or symptomatic labs, pathology
facilities, private health focuses or other health related callings, p. in the field of optometry,
hydrotherapy, restorative back rub, yoga treatment, music treatment, word related treatment,
language training, chiropody, homeopathy, chiropractic, needle therapy, and so on. The
classification of the worldwide business.
The standard and the business order parameter additionally recognize the business as two
noteworthy gatherings: social insurance hardware and administrations; and pharmaceuticals,
biotechnology and related life sciences.
The gathering of social insurance groups and administrations comprises of organizations and
substances that give medicinal administrations, helpful supplies, and human services
administrations, for example, doctor's facilities, home social insurance suppliers, and nursing
homes. This last modern gathering incorporates organizations that deliver biotechnology,
pharmaceutical items and different logical administrations.
Different ways to deal with widening the scope of the health business have a tendency to
receive a more extensive definition, which incorporates other key measures identified with
health, for example, instruction and preparing of health experts, direction and administration
of health administrations, arrangement of customary and adjust meds. What’s more,
supervision of medical coverage.
Drivers of development in India: India's health area, which will develop at a rate of 15%, is
relied upon to reach $ 250 billion by 2020. In the course of recent decades, the health
arrangement of the India has experienced a noteworthy change from being a freely weave,
social part bolstered by the Government to $60 billion industry (in FY 2011-12).
As of now, the Indian health industry is a favored segment for vital and money related
speculations. The appearance of the fundamental private performing artists in the mid 2ooos
and the expansion in government speculations have changed the health business into one of
the biggest enterprises as far as pay and work.
closing the gap: India has made considerable progress from where it was two decades back.
In any case, there are numerous difficulties. The nation still faces a deficiency of doctor's
facilities, specialists, pros and paramedical faculty. The training part has not kept pace with
the quick innovative advances in the field of prescription and there are quality issues in both
general society and private areas.
To conquer these difficulties, the Indian government is multiplying its human services
spending to 2.5% of GDP and putting intensely in general health framework. The private
segment is likewise boosting its interests in the arrangement of health administrations and is
right now in charge of 80% of the limit of new beds. All the principle chains of private
healing centers have extension designs sooner rather than later to enter the Tier II and III
urban communities. As India moves towards accomplishing its objectives in the development
of health framework, there are various open doors for Dutch organizations in regions, for
example, outline, designing and healing center gear.
Medical technology: The 'Medtech' business was esteemed at $ 4.4 billion in monetary year
2012-13 and is required to develop to around $ 5.8 billion of every 2013-14 and $ 7.8 billion
out of 2015-16 developing at a compound yearly rate of 15.5%, as indicated by a report by
Grant Thornton. The therapeutic gadget advertise in India is at present the fourth biggest
market in Asia with 700 medicinal gadget makers, and positions in the best 2o on the planet,
as indicated by information from the Indian Semiconductor Association.
The Indian market for gadgets comprises of restorative instruments, orthopedic and
ophthalmic gadgets, syringes, needles, catheters, examining gadgets (X-ray, modernized
tomography), swathes. An investigation by Cygnus on the segment in 2010 gave the market
appropriation of the gadget business, which is appeared in the accompanying figure.
2
A STUDY ON PATIENT SATISFACTION HIMS, Hassan
Over 75% of therapeutic gadgets utilized as a part of India are presently transported in. The
Indian market is regularly observed as a market to offer current develop showcase items by
worldwide machine organizations (now and again, even reconditioned hardware), generally
created and made outside of India. The primary classifications of things imported into India
incorporate imaging hardware, pacemakers, orthopedic and prosthetic gadgets, breathing and
breathing contraption and dental gear. Developing nearby generation is packed primarily in
specific districts and urban areas. The Indian health industry has advanced throughout the
years from being a social part bolstered by the legislature to being one of the biggest
enterprises in the nation and a favored area for vital and money related ventures. The
improvements in India offer plentiful open doors for the organizations and information
establishments that make up the Top Sector Life Science and Health. There are open doors
for the fare of medicinal gadgets, doctor's facility plan and designing, coordinated effort in R
and D in the zone of biopharmaceuticals and restorative gadgets and market openings in
zones, for example, training.
With the right market proposition as far as evaluating, long haul approach and hierarchical
adaptability, India could be intriguing for Dutch organizations for sends out, and also a
nearby nearness. Because of its predominance of the private segment, working together in the
health segment could be less muddled than different regions ruled by the administration. For
Dutch organizations and foundations, India could likewise be a critical accomplice to work
with regards to financially savvy answers for restorative care.
Increase in per capita spending on health and changing disease patterns to boost the
growth of the industry:
CARE Research trusts that the health segment in India is required to develop, driven by the
healing center industry, which speaks to 70% of the part. It is normal that elements, for
example, the expansion in per capita spending on therapeutic care, the adjustment in the
statistic profile, the change in infection profiles, the increment in the entrance of medicinal
protection and the fast development of the restorative tourism market will drive development
of the business.
Health insurance coverage to expand due to fiscal incentives and scope expansion:
A youthful populace mindful of health in a developing economy has protection scope. Private
medical coverage has extended as of late. The administration has likewise extended the
extension and scope of its protection designs. His Rashtriya Swasthya Bima Yojana (RSBY)
2
A STUDY ON PATIENT SATISFACTION HIMS, Hassan
was propelled to give medical coverage to the groups of the Below Poverty Line (BPL).
CARE Research anticipates that individual assessment motivations will build the level of
medical coverage infiltration.
90% of the health care industry operates in individual centers homes for the elderly:
In India, a large portion of the social insurance specialist organizations are centers keep
running by people or little nursing homes keep running by individual or gathering of
specialists. These shape over 90% of private social insurance offices while substantial
corporate healing centers (with at least 1oo beds) represent the remaining.
Social insurance has turned out to be one of India's biggest areas - both in arrangements of
pay and work. Social insurance includes doctor's facilities, restorative gadgets, clinical trials,
outsourcing, telemedicine, therapeutic tourism, medical coverage and medicinal gear. The
Indian human services segment is developing at a lively pace because of its strengthening
announcing, administrations and rising surge by open also secret players.
Indian social insurance conveyance framework is classified into two principle segments -
open and private. The Government, i.e. open medicinal services framework contains limited
optional and tertiary care establishments in scratch urban communities and spotlights on
given that fundamental social insurance comforts as essential human services focuses (PHCs)
in provincial territories. The private division gives main part of auxiliary, tertiary and
quaternary care establishments with a noteworthy mindfulness in metros level I and level II
urban communities.
India's aggressive advantage lies in its extensive pool of very much prepared therapeutic
experts. India is additionally fetched aggressive contrasted with its companions in Asia and
Western nations. The cost of surgical treatment in India is around one-tenth of that in the US
or Western Europe.
2
A STUDY ON PATIENT SATISFACTION HIMS, Hassan
A healthcare service has turned out to be one of India's biggest parts both as far as pay and
work. The business is expanding at a radiant speed because of its heightening scope, benefits
and expanding surge by open also private players.
Old Hospital
New Hospital
Type Government
Website www.hims-hassan.org
Sri Chamarajendra Hospital was established in 30-10-1969. Founder of this hospital was
Jayachamarajendra Wadiyar at the time of P.W.D minister as Sri. K Lakkappa. It is a
government hospital, all the authority of this hospital is handled by government of Karnataka.
In recent years Sri Chamarajendra Hospital was merged to Hassan Institution of Medical
Sciences, Hassan. Now it is a teaching hospital. The CAO of this hospital is Sri Chidananda
N.S. This is the district hospital of Hassan.
1. General Medicine.
2. Orthopedics.
3. Ophthalmology.
4. ENT.
5. Radiology.
6. General Surgery.
7. Anesthesiology.
8. OBG.
9. Psychiatry.
10. Pediatrics.
11. AYUSH.
12. Physiotherapist.
The hospital is defined as an institution for health care, often, but not forever, for long-term
patients. Several departments, functions and scope of a hospital are designed by various
organizations, institutions and countries. The nature and extent of hospitals depend on the
requirements of patients who visit hospitals. Patients visit hospitals for a variety of purposes.
Some patients in a hospital come only for analysis and or psychoanalysis and then disappear
(outpatient or outdoor); at the same time that others are 'admitted' and spend the night or for a
good number of days, weeks or months (hospitalized). Hospitals are generally illustrious of
other types of medical services because of their ability to admit and care for hospitalized
patients. In general hospitals, the general hospital is prepared to treat many types of diseases
and injuries and, in general, has an emergency room to deal with instantaneous threats to
health and the possibility of sending urgent medical services. A general hospital is, of course,
the main style of medical care with a huge integer of beds for concentrated attention and
long-standing care; and specialized facilities for surgical procedures, deliveries, laboratories,
etc. superior cities include a lot of diverse hospitals of unstable sizes and services.
1.6 Vision:
1.7 Mission:
To be the best and finest Public Health Care Institution in the state of Karnataka,
providing Quality Medical Care services with the skill of art Technology with easy
accessibility, affordability & equity to the people of HASSAN district and around.
1.9 Objectives:
To attain the beyond mentioned mission the authorities framed the subsequent objectives.
To start super-specialty Departments those are not available now.
To make bigger the services those are not available now.
To accomplish better patient care by optimizing the possessions.
To help the medical students, to improve their experience/ knowledge.
RMO
AAO AAO AAO
Professor
Asso. Prof.
Asst. Prof. Office Supt.
Sr. Residents Sr. specialist Office Supt.
Office
Tutors Matron
Supt. Office Asst. Pharmacist
Group D Para medical Cash/Accounts
Staff Office Asst.
Office Asst.
Group D
Enrollment
Counter Check-in
Specialist's Check-up
Go Home
Strength:
Management and financial support from the Government.
Larger premises with 750 beds.
Free of treatment to the patients.
Free of food supply for all patients.
Own Blood Bank.
Dialysis is available (10).
Doctors and physicians with oversea degrees.
Generic medicine facility available.
Weakness:
Don’t do much promotion.
Process of admission is difficult.
Lack of parking facility.
Opportunities:
Develop in technology.
Increased outpatient services.
Hiring Doctors.
Social responsibilities and social awareness program.
Threats :
Other Private hospitals.
Misinformation.
Too much government intervention.
1.14 Achievements:
Janapriya Hospital.
Rajeev Hospital.
Vaatsalya Hospital.
JSS Hospital.
Strategy:*
The methodologies are created examining the interior and outside condition.
Structure:*
The authorization cannot go through directly to the employees but the endorsement
will go with the sequential order like by Director, the director cum dean is the highest
power to get decisions. Under the*control of director there is academic dean,
administrative, hospital administrative etc up to the office assistant group D
employees.
System:
This will controlled by the government of Karnataka.
They have some rules and regulations to keep on track.
Shared values:
Quality patient care.
Customer focus.
Team work.
Research leadership.
Teaching excellence.
Skills:
HIMS h0spital has great gifted w0rk p0wer and very much prepared m0st recent
0ffices and advances. A p0rti0n 0f the aptitudes that the w0rkers 0ught t0 limit are
auth0rity, capable, genuine, neighb0rly, cauti0n, t0lerant dependable and perceptive.
Style:
Style alludes t0 the representatives’ shared and n0rmal mindset and carrying 0n.
HIMS healing facility has a paternalistic type 0f administrati0n style. The pi0neer
discl0ses m0st ch0ices t0 the w0rkers and guarantees that their s0cial and relaxati0n
needs are dependably met.
Staff:
Staff additi0nally inc0rp0rates the ass0ciati0n appr0aches enlistment, determinati0n
and specializati0n. Staff inc0rp0rates b0th specialized and n0n specialized
representatives. Lab0r is the fundamental quality 0f any ass0ciati0n.
HIMS healing center has excepti0nally talented and all ar0und experienced
representatives wh0 can d0 the assignment pr0ductively.
Total liabilities
= 29675.8
29675.8
= 1
= 1930.7 - 1250.8
= 679.9
Chapter-2*
Conceptual Background and0
Literature Review0
Chapter-2
Satisfaction can be seen as happiness, joy, amuse. or then again even alleviation.
Satisfaction is a dynamic, moving focus on that may advance after some time,
affected by an assortment of elements.
Enhance Customer Satisfaction thro' Service Encounters: The administration Firms
should prepare and teach their administration faculty for positive administration
experiences, as for:
o Recovery – by getting ready for successful recuperation,
o Adoptability – by encouraging versatility and adaptability,
o Spontaneity – by empowering immediacy,
o Coping – by helping workers adapt to issue clients,
o The five measurements of administration quality – by dealing with the
measurements of value at the experience level and relating each experience to
one of the measurements.
Reliability*
Tangibles
Customer Purchase
Responsiveness*
Satisfaction Intentions
Assurance0
Empathy0
Tangibility - Since the administrations are substantial, clients get their view of the
nature of administration by contrasting the unmistakable related and these
administrations gave. It is the presence of physical offices, gear, work force and
correspondence materials. In this overview, in the composed poll, customers react to
inquiries concerning the physical plan and offices that FFR offers its customers.
Reliability - It is the capacity to play out the guaranteed benefit dependably and
precisely. Unwavering quality implies that the organization stays faithful to its
commitments: guarantees about conveyance, benefit arrangement, critical thinking
and costs. Clients need to work with organizations that convey on their guarantees,
especially their guarantees about administration results and center traits of the
administration. All organizations must know about the client's desire of dependability.
organizations that don't give the essential administration that clients trust they are
purchasing come up short their clients in the most direct way.
2
A STUDY ON PATIENT SATISFACTION HIMS, Hassan
Expected^
Service
Customer^Gap
Perceived^
Customer
Service
External
Service/ Communication to
Customers^
Delivery/ Gap/4
Company
Gap/3
Customer-Driven Service/
Gap/1
Designs/ and Standards/
Gap/2
Company^
Perceptions/of
Customer^
Expectations
Customer Gap
Customer-driven service
Designs & standards
Management perceptions of
customer expectations
2) S.Sharmila, Dr.Jayasree Krishnan (2013) studied the satisfaction of the patient and
its determinants, measurement issues and present therapeutic practices amidst 320
respondents. The outcome demonstrated that the nature of the administrations gave
brings about steady visits and unrivaled patient fulfillment.
3) S.M. Irfan, Aamir Ijaz and M.M. Farooq (2012) investigated the distinction of
administrations gave to patients by open healing centers in Pakistan among 369
respondents with the extents, to be specific, compassion, unmistakable components,
normality, transparency and safe house. The examination showed that open healing
centers are not making perceptible diligent work to offer distinction administrations to
their patients and assemble their necessities and prerequisites.
4) Ramaiah Itumalla (2012) He planned how doctor's facilities may better direct their
administrations and take advantage of data advancements to build up their
administrations among 210 patients who utilized the health administrations of a
private healing center in Hyderabad, India. By utilizing a buyer fulfillment file [CSI],
the agent sets up that the CSI accomplish for magnificence of administration in the
picked doctor's facility is 75.87 out of a potential 1oo.
7) Rajinder Singh (2010) he uncovered that buyer satisfaction is critical for the healing
center since it is typically unspecified to have an essential determinant of dull visits,
hopeful verbal exchange and patient unwaveringness. Patients' observations about
wellbeing administrations seem to have been ignored by wellbeing specialist
organizations in developing nations. The huge motivations to visit government
doctor's facilities are less charges, natural vicinity, proposed by your companions or
relatives. Patients are disappointed with the specialists' registration.
10) RituNarang (2010) applied a size of 20 things and appropriated to 500 clients of
wellbeing focuses including a tertiary wellbeing focus, a state therapeutic college and
two mission healing centers in Lucknow, India. It was discovered that the scale is to a
great extent dependable with a general Cronbach alpha estimation of 0.74. The
"individual and wellbeing hones" and the "arrangement of wellbeing administrations"
were measurably noteworthy to influence observation. Respondents were moderately
more negative in the things identified with "access to administrations" and
"reasonableness of specialists for ladies". The tertiary wellbeing focus was evaluated
poorer than the restorative college and the mission doctor's facilities. Strategy creators
ought to consider the necessities and sentiments of patients to accomplish a generous
change and a critical change in the nature of their medicinal services administrations
for better and more prominent utilization of their administrations. Access to human
services administrations requires prompt and critical consideration from strategy
producers. Also, they ought to enhance the quantity of rooms, the gathering and the
subsequent administration together with the accessibility of prescriptions and
specialists for ladies. This instrument can be connected for the subjective assessment
of the administrations of the therapeutic care programs and the social insurance
focuses of India.
results of the task to enhance execution. The proposed structure was utilized as an
apparatus for consistent quality change, giving a system to arranging, usage, checking
and assessment for measures to enhance quality in a reasonable way.
13) Codmans 'Assessment of the consequences of care' examined four parts of watch
over each case got: 1) The supposition of specialists or specialists; 2) the commitment
of the doctor's facility; 3) The ailment or state of the patients. The pathology reports
decided whether the surgery was demonstrated for a situation of appendectomy or not.
They have had a wide application in the assessment of the nature of care.
ovariectomies and hysterectomies were inspected by Doyle. Since a significant
number of these result measures don't evaluate the general execution of the
association, Roemer had built up a strategy for altering healing center death rates
(computed for all patients and all conditions), with the goal that they could be utilized
as a general measure of the nature of care. He called his file 'Surgery Adjusted
Mortality Rate' (RASD). The SADR endeavored to defeat the mutilation when
looking at healing facility death rates that are not balanced for the blend of patients
and especially the seriousness of the sickness in the patient populace of the doctor's
facility.
14) Hendrickson inspected the impacts of actualizing the nursing data PC framework in
17 clinics in New Jersey, USA. UU They noticed that the staff's impression of the
impacts of the framework was sure; the documentation was better (more
comprehensible). "The impacts of a doctor's facility construct oversaw mind with
respect to the cost and nature of care" was considered by Bregan MA et al in ladies
conveyed by cesarean area in the maternity unit at a tertiary-level college doctor's
facility in Iowa, USA. UU They found a diminishing in the normal length of stay
(ALS) by 13.5% and the normal cost diminished by 13.1%; the nature of patient
discernment mind expanded from 4.26 to 4.41 on a size of 1-5.
15) Weiss, B., and Senf, J. (1990). Patient Satisfaction Survey Instrument for Use in
Health Maintenance Organizations. Medical Care; 28(5): 434-445.
The primary focus of this paper was to describe the development and use of an
instrument that could effectively capture patient satisfaction with their prepaid health
care plan, with the ultimate purpose of predicting disenrollment from the plan. 8,450
employees of a large university in the Southwestern US were eligible to participate in
the study, designed to collect data at two points in time.
17) Barr, D. and Vergun, P. (2000). Using a New Method of Gathering Patient
Satisfaction Data to Assess the Effects of Organizational Factors on Primary
Care Quality. Journal on Quality Improvement; 26(12): 713-723.
The writers of this article contend that regular techniques to survey persistent
fulfillment are deficient. Customarily, a study (for instance, the particular fulfillment
poll of the visit (VSQ) of nine components) is directed after the gathering or by phone
at a later date. Be that as it may, such instruments can not catch the patient's points of
view on the experience or the target estimations of the framework. The writers built
up a way to gather this data through a 67 thing poll (incorporated into the article) that
accumulated statistic data of the patient and wellbeing status, past therapeutic
consideration (progression) and assistant administrations utilized by the patient. Gone
for patients going to an essential care office visit at a vast multi-claim to fame office
in northern California, the examination accomplished a reaction rate of 77.6 percent
for an aggregate example size of 291.
18) Guyatt, G., Mitchell, A., Molloy, W., Capretta, R., Horsman, J., and Griffith, L.
(1995). Measuring Patient and Relative Satisfaction with Level or Aggressiveness
of Care and Involvement in Care Decisions in the Context of Life Threatening
Illness. Journal of Clinical Epidemiology; 48: 1215-1224.
The scientists endeavored to build up a survey that tended to two essential parts of
patient fulfillment and relative fulfillment with therapeutic care: the level of care got
and the level of cooperation in social insurance choices. The analysts created articles
through bibliographic surveys and meetings with patients, relatives of patients and
human services suppliers, and included things in the last scale that were distinguished
as territories of disappointment or significance. At last, three one-dimensional
reaction sizes of 7 focuses were made (7 assigned high fulfillment, 1 assigned low)
23-thing Patient Satisfaction Index, the 34-thing Relative of Competent Patient
Satisfaction Index, and the 29-thing Relative of Incompetent Patient Satisfaction
Index.
19) Sitzia, J. and Wood, N. (1997). Patient Satisfaction: A Review of Issues and
Concepts. Social Science and Medicine, 45: 1829-1843.
Sitzia and Wood survey the writing and recommend that patient fulfillment could be
assessed by estimating 1) how much patients trust that consideration has certain
properties and 2) the patient's appraisal of those qualities. They recommend that
fulfillment isn't a solitary idea made out of different determinants, however that there
are three autonomous models of fulfillment, each related with a determinant. Along
these lines, there is the "requirement for the natural," the "scan for help" goals and the
"significance of enthusiastic needs". What's more, there is prove that there are two
conditions of fulfillment, stable identified with medicinal services as a rule and
dynamic identified with particular social insurance associations.
Chapter -3
Research Design
Chapter -3
Research Design
Hospitals have been built up to give sound prosperity and lighten the medical issues of the
general population they confront today because of a few reasons. Healing centers assume an
imperative part in giving brief administrations on time. Be that as it may, dissimilar to the
past articulations, government healing centers don't hold fast to the normal nature of
administration of the patient. The present government doctor's facilities don't have sufficient
offices or framework to give auspicious therapeutic treatment to patients lacking poor
foundation, there is no accessibility of cutting edge administrations. Therapeutic offices,
specialists, attendants and skilled and deficient workers, low quality of administration,
absence of a proficient and compelling administration, are a portion of the normal issues that
are primarily talked among the general population.
All the accentuation of the investigation that the estimation of administration quality can be
made in measurements, for example, substance, security, compassion, responsiveness and
dependability. The examination completed so far has a place both with healing facilities on
board and to private clinics where the nature of administration is seen as higher.
3.3 Objectives:
The scope of the study is applied to Hassan Institute of Medical Sciences, (Sri
Chamarajendra Teaching Hospital) Hassan.
The study is limited to Hassan city only.
The study is done for the purpose of knowing the level of patient’s satisfaction
towards the hospital.
The study is helps the hospital to acquire better understanding of its patients.
The study is beneficial to reach patient’s needs and satisfaction.
Research methodology adopted was the survey method. This was face to face to contact with
consumers backed by a structural questionnaire.
Research Design: The research-design used in order to conduct the study is descriptive-
research study.
I. Collection of Data:
a) Primary Data:
Through Questionnaires.
b) Secondary Data:
Through Websites.
Through Brouchers.
II. Sampling Procedure:
a) Universe: The universe of the study Hassan Institute of Medical Sciences, (Sri
Chamarajendra Teaching Hospital) Hassan.
b) Population: the population represents the patients customers of the Hassan Institute
of Medical Sciences, (Sri Chamarajendra Teaching Hospital) Hassan.
c) Sampling unit: Patients customers of the Hassan Institute of Medical Sciences, (Sri
Chamarajendra Teaching Hospital) Hassan who have visited at the time of data
collection.
d) Sampling techniques: A non-probability-technique-namely-simple-random-sampling
has been-choosing-as-sample.
3.6 Hypotheses:
Chapter 1: Introduction
Introduction, Industry profile and company profile: Promoters, vision, mission & Quality
Policy. Products / services profile areas of operation, infrastructure facilities, competitors’
information, SWOT Analysis, Future growth and prospects and Financial Statement.
Chapter 2: Conceptual background and Literature review
Theoretical background of the study, Literature review with research gap (with minimum 20
literature reviews)
Chapter 3: Research Design
Statement of the problem, Need for the study, objectives, Scope of the study, Research
methodology, Hypotheses, Limitations, Chapter scheme
Chapter 4: Analysis and Interpretation
Analysis and interpretation of the data- collected with relevant tables and graphs. Results
obtained by the using statistical tools must be included.
Chapter 5: Findings, Suggestions and Conclusion
Summary of Findings, Suggestions and Conclusion
Bibliography
Annexure
Chapter-4
Chapter-4
78%
80%
70%
60%
Percentage
50%
40% 22%
30%
20%
10%
0%
Male Female
Gender
Analysis: The above table shows that 78% respondents are male and the remaining 22%
respondents are female.
Nil 09 18%
Total 50 100%
38%
40%
35%
26%
30%
Percentage
25%
18%
20% 8%
15% 10%
10%
5%
0%
Labors Students Teachers Farmers Nil
Occupation
Analysis: The above table shows that 38% respondents are labors, 26% respondents are
students, 18% respondents are not working, 10% respondents are farmers and the remaining
8% respondents are teachers.
100%
100%
80%
Percentage
60%
40%
0%
20%
0%
Yes No
Opinion
Analysis: The above table shows that 100% respondents tell that the location of the hospital
is convenient.
Total 50 100%
Source: Compiled Based On Primary Data
34%
32%
40%
26%
Percentage
30%
20% 8%
10%
0%
Less than 2 min 2-5 min 10-15 min 15 min and above
Timings
Analysis: The above table shows that 8% of respondents tell that waiting time in the hospital
is less than 2 minutes, 26% respondents tell the waiting time is 2-5 minutes, 32% respondents
tell the waiting time is 10-15 minutes and 34% respondents tell the waiting time is more than
15 minutes.
Interpretation: The hospital maintains minimum waiting time still the hospital should
reduce it to less than 2 minute.
Strongly Disagree 01 2%
Total 50 100%
50%
50%
45%
40%
35%
Percentage
30%
20%
25% 18%
20%
10%
15%
10% 2%
5%
0%
strongly agree uncertain disagree srongly
agree disagree
Opinion
Analysis: The above table shows that the 20% respondents tell that strongly agreed to take
admission is very easy, 50% respondents tell that agreed 18% respondents neutral, 10%
respondents disagreed and only 2% respondents strongly disagreed.
Interpretation: hospital should provide the proper admission for the patients.
100%
100%
90%
80%
70%
Percentage
60%
50%
40%
30%
0%
20%
10%
0%
Yes No
Opinion
Analysis: The above table shows that 100% respondents tell that appointment for taking
treatment was not possible.
Interpretation: Hospital should provide the facility of taking appointment by phone to the
patients.
42%
45% 36%
40%
35%
22%
Percentage
30%
25%
20%
15%
10%
5%
0%
Yes, definitely Yes, to some extent No
Opinion
50%
40%
50%
45%
40%
Percentage
35%
30%
25%
20% 10%
15%
10%
5%
0%
Yes, definitely Yes, to some extent No
Opinion
Analysis: The above table shows that 50% respondents tell that strongly agreed to they are
financially protected to get treatment, 40% respondents agreed to some extent and 10%
respondents not agreed.
Interpretation: Majority of the respondents are financially protected to take the treatment in
that hospital.
50%
50%
45%
30%
40%
35%
Percentage
30% 20%
25%
20%
15%
10%
5%
0%
Yes, definitely Yes, to some No
extent
Opinion
Analysis: The above table shows that 50% respondents tell that they are strongly agreed to
understand the things from the staff, 30% respondents agreed to some extent and the
remaining 20% respondents were not agreed.
Interpretation: So we know that the hospital staff will be good in explaining the things to
the patients.
72%
80%
70%
60%
Percentage
50%
40%
30%
14%
20% 10%
4%
10%
0%
Excellent Good Fair Poor
Opinion
Analysis: The above table shows that 10% respondents tell that opinion about the cleanliness
of hospital is excellent, 72% respondents gave well, 14% respondents gave fair and the
remaining 4% respondents gave poor.
44%
40%
45%
40%
35%
30%
Percentage
25% 16%
20%
15%
10%
5%
0%
Yes, definitely Yes, to some extent No
Opinion
Analysis: The above table shows that 40% respondents tell that they are satisfied with
medical care is, 44% respondents agreed to some extent only and 16% respondents not
agreed.
Interpretation: So we know that the medical care given by that hospital is very good.
54%
60%
50%
40%
Percentage
30%
18% 18%
20%
10%
10%
0%
Excellent Good Fair Poor
Opinion
Analysis: The above table shows that the 18% respondents are tell that the opinion about the
quality of medical office is excellent, 54% respondents are telling good, and 18% respondents
are telling fair and the remaining 10% respondents telling poor.
Interpretation: we know that the Quality of medical office by that hospital is good.
60%
70%
60%
50%
Percentage
40%
22%
30% 18%
20%
10%
0%
Yes, definitely Yes, to some extent No
Opinion
Analysis: The above table shows that the 18% respondents are tell that the opinion about
doctors need to be more thorough in treating were agreed , 22% respondents agreed to some
extent only and 60% respondents were not agreed.
Interpretation: So we know the doctors are good while giving the treatment.
40% 40%
40%
35%
30%
20%
25%
Percentage
20%
15%
10%
5%
0%
Yes, definitely Yes, to some extent No
Opinion
Analysis: The above table shows that the 40% respondents tell that they are agree the opinion
about doctors are good in explaining, 40% respondents are agreed to some extent only and
20% respondents are not agreed.
Interpretation: We know the doctors are good in explaining about the tests, problems etc.
40%
40%
35%
26%
30% 24%
Percentage
25%
20%
15% 10%
10%
5%
0%
Excellent Good Fair Poor
Opinion
Interpretation: We know the doctors are good in courtesy shown to the respondents.
82%
90%
80%
70%
Percentage
60%
50%
40% 18%
30%
20%
10%
0%
Yes No
Opinion
Analysis: The above table shows that 82% respondents tell that doctors are skilled and the
rest 18% respondents are disagree the statement.
Interpretation: We know the doctors are very skilled, trained and experienced professionals.
60%
70%
60% 40%
50%
Percentage
40%
30%
20%
10%
0%
Yes No
Opinion
Analysis: The above table shows that the 60% respondents agree the politeness &
helpfulness of the staff and the rest 40% respondents are disagree.
46%
50%
45% 34%
40%
35%
Percentage
30% 20%
25%
20%
15%
10%
5%
0%
Yes, definitely Yes, to some extent No
Opinion
Analysis: The above table shows that the 20% respondents tell that the opinion about the
hospital appearance is attract to get treatment is agreed, 46% respondents are agreed to some
extent and the remaining 34% respondents are not agreed.
68%
70%
60%
50% 32%
40%
Percentage
30%
20%
10%
0%
Yes No
Opinion
Analysis: The above table shows that the 68% respondents tell that they use the scheme that
provided by the hospital and the rest 32% respondents are disagree because they did not use.
68%
70%
60%
50% 32%
Percentage
40%
30%
20%
10%
0%
Yes No
Opinion
Analysis: The above table shows that the 68% respondents agree because they took benefit
from the scheme provided by the hospital and the rest 32% respondents are disagree because
they did not use.
Interpretation: We know the some respondents are used and some respondents are not using
the schemes.
52%
52%
51%
Percentage
50%
48%
49%
48%
47%
46%
Yes No
Opinion
Analysis: The above table shows that the 52% respondents agree the service charges taken by
the hospital and the rest 48% respondents are disagree.
78%
80%
70%
60%
50%
Percentage
40% 22%
30%
20%
10%
0%
Yes No
Opinion
Analysis: The above table shows that the 78% respondents tell that they are agree the
discharging way provided by the hospital and the rest 22% respondents are disagree.
Interpretation: The majority of the respondents are agreeing the discharging procedure.
Total 50 100%
Source: Compiled Based On Primary Data
28%
30% 24% 24%
25%
18%
20%
Percentage
15%
10% 6%
5%
0%
Extremely Very satisfied Satisfied Very Extremely
satisfied dissatisfied dissatisfied
Satisfaction level
Analysis: The above table shows that the 28% respondents tell that opinion about the
outcome of medical care is extremely satisfied, 24% respondents very satisfied, 24%
respondents satisfied, 18% respondents very dissatisfied and the remaining 6% respondents
extremely dissatisfied.
Interpretation: The majority of the respondents are agreeing the Outcome of medical care.
50%
50%
45%
40% 30%
35%
Percentage
30%
25%
20% 12%
15% 8%
10%
5%
0%
Excellent Good Fair Poor
Opinion
Analysis: The above table shows that the 30% respondents tell that the opinion about the
doctor’s guidance is excellent, 50% respondents good, 12% respondents fair and the
remaining 8% respondents telling poor.
72%
80%
70%
60%
Percentage
50% 28%
40%
30%
20%
10%
0%
Yes No
Opinion
Analysis: The above table shows that the 72% respondents tell that they are agree to
recommend the hospital to others and the rest 28% respondents disagree because they are not
satisfied with that hospital.
Hypothesis:
Result of Chi square Distribution
2-1 * 3-1
1*2
Chapter-5
Chapter-5
5.1 Findings
1. The above table shows78% respondents are male and the remaining 22% respondents are
female.
2. The above table shows 38% respondents are labors, 26% respondents are students, 18%
respondents are not working, 10% respondents are farmers and the remaining 8%
respondents are teachers.
3. The above table shows 100% respondents tell that the location of the hospital is
convenient.
4. The above table shows 8% of respondents tell that waiting time in the hospital is less than
2 minutes, 26% respondents tell the waiting time is 2-5 minutes, 32% respondents tell the
waiting time is 10-15 minutes and 34% respondents tell the waiting time is more than 15
minutes.
5. The above table shows 20% respondents tell that strongly agreed to take admission is
very easy, 50% respondents tell that agreed 18% respondents neutral, 10% respondents
disagreed and only 2% respondents strongly disagreed.
6. The above table shows100% respondents tell that appointment for taking treatment was
not possible.
7. The above table shows 22% of respondents tell that strongly agreed the welcoming feel of
hospital staffs, 42% respondents agreed to some extent and 36% respondents were not
agreed.
8. The above table showsT50% respondents tell that strongly agreed to they are financially
protected to get treatment, 40% respondents agreed to some extent and 10% respondents
not agreed.
9. The above table shows 50% respondents tell that they are strongly agreed to understand
the things from the staff, 30% respondents agreed to some extent and the remaining 20%
respondents were not agreed.
10. The above table shows 10% respondents tell that opinion about the cleanliness of hospital
is excellent, 72% respondents gave well, 14% respondents gave fair and the remaining
4% respondents gave poor.
11. The above table shows 40% respondents tell that they are satisfied with medical care is,
44% respondents agreed to some extent only and 16% respondents not agreed.
12. The above table shows 18% respondents are tell that the opinion about the quality of
medical office is excellent, 54% respondents are telling good, and 18% respondents are
telling fair and the remaining 10% respondents telling poor.
13. The above table shows18% respondents are tell that the opinion about doctors need to be
more thorough in treating were agreed , 22% respondents agreed to some extent only and
60% respondents were not agreed.
14. The above table shows 40% respondents tell that they are agree the opinion about doctors
are good in explaining, 40% respondents are agreed to some extent only and 20%
respondents are not agreed.
15. The above table shows 24% respondents tell that the opinion about the courtesy shown by
the doctors is excellent, 40% respondents tell well, 26% respondents tell fair and 10%
respondents are tell poor.
16. The above table shows 82% respondents tell that doctors are skilled and the rest 18%
respondents are disagreeing the statement.
17. The above table shows 60% respondents agree the politeness & helpfulness of the staff
and the rest 40% respondents are disagree.
18. The above table shows 20% respondents tell that the opinion about the hospital
appearance is attract to get treatment is agreed, 46% respondents are agreed to some
extent and the remaining 34% respondents are not agreed.
19. The above table shows 68% respondents tell that they use the scheme that provided by the
hospital and the rest 32% respondents are disagrees because they did not use.
20. The above table shows 68% respondents agree because they took benefit from the scheme
provided by the hospital and the rest 32% respondents are disagree because they did not
use.
21. The above table shows 52% respondents agree the service charges taken by the hospital
and the rest 48% respondents are disagree.
22. The above table shows 78% respondents tell that they are agree the discharging way
provided by the hospital and the rest 22% respondents are disagree.
23. The above table shows 28% respondents tell that opinion about the outcome of medical
care is extremely satisfied, 24% respondents very satisfied, 24% respondents satisfied,
18% respondents very dissatisfied and the remaining 6% respondents extremely
dissatisfied.
24. The above table shows 30% respondents tell that the opinion about the doctor’s guidance
is excellent, 50% respondents good, 12% respondents fair and the remaining 8%
respondents telling poor.
25. The above table shows 72% respondents tell that they are agree to recommend the
hospital to others and the rest 28% respondents disagree because they are not satisfied
with that hospital.
5.2 Suggestions
5.3 Conclusion
Assessing tolerant fulfillment is straightforward in view of the manner by which
healing facility benefit is assessed. The examination rate uncovers the impression of patients
towards the nature of administration of government doctor's facilities. Since the
administration is the immaterial perspective that we can not see and touch, government
doctor's facilities assumed an imperative part in major and minor medical issues. Most of the
patients were happy with the free therapeutic treatment, the cost and the free prescriptions,
the nature of the administration.
Since the present purchaser condition looks for the best value, great framework
offices, innovative changes and accessibility, better installment alternatives and great nature
of administration. Furthermore, half of the patients were not fulfilled in government doctor's
facilities as for deficient specialists, foundation and absence of innovative upgrades. There
was no sufficient reaction and nature of administration. At the patient's most extreme amid
the examination time frame, the disclosures were happy with the great nature of
administration accessible in government clinics.
Bibliography
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Webliography:
www.hims-hassan.org
Philip Kotler (2006), “Marketing Management”, Concept of SERVQUAL Model.
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International Journal of Health Care Quality Assurance, Volume 23, Issue 8 (2010-
10-10)
Annexure
1) Name:
2) Gender: Male/Female
3) Age:
4) 0ccupati0n:
5) Purp0se 0f c0ming t0 h0spital:
7) When y0u entered the h0spital h0w l0ng did y0u wait bef0re s0me0ne attend t0 y0u?
a) Less than 2 minutes b) 2 t0 5 minutes
c) 10 t0 15 minutes d) 15 minutes and ab0ve
9) Did y0u get Arrangements f0r making app0intments f0r medical care by ph0ne?
a) Yes b) N0
10) Did the staff 0n the wards make y0u feel welc0me?
a) Yes, definitely b) Yes, t0 s0me extent
c) N0
11) D0 y0u feel y0u are insured and pr0tected financially against all p0ssible medical
pr0blems?
a) Yes, definitely b) Yes,-t0-s0me-extent
c) N0
12) Did h0spital staff explain things t0 y0u in a way that y0u c0uld understand?
a) Yes, definitely b) Yes, t0 s0me extent
b) N0
13) H0w d0 y0u rate cleanliness and c0mf0rt 0f service recepti0n and patient waiting l0unge
are?
a) Excellent b) G00d
c) Fair d) P00r
15) The feel t0wards C0mpleteness and quality 0f medical 0ffice and facilities?
a) Excellent b) G00d
d) Fair d) P00r
16) D0 y0u feel the d0ct0rs need t0 be m0re th0r0ugh in treating and examining y0u?
a) Yes, definitely b) Yes, t0 s0me extent
b) N0
17) D0 y0u feel the d0ct0rs are g00d ab0ut explaining the reas0ns f0r medical tests?
a) Yes, definitely b) Yes, t0 s0me extent
b) N0
18) The feel 0f friendliness and c0urtesy sh0wn t0 y0u by d0ct0rs when y0u are in h0spital?
a) Excellent b) G00d
e) Fair d) P00r
19) Did you find the doctors are Skilled, experience and well trained?
a) Yes b) No
20) Did you feel the staff and nurse are helpful, courteous and polite?
a) Yes b) No
21) Do you feel the hospital appearance will attract to you to get the medical care?
a) Yes, definitely b) Yes, to some extent
b) No
24) Do you feel the charge for services and medical care were reasonable?
a) Yes b) No
25) All the time of discharge were you informed above the bill given to you?
a) Yes b) No
26) The outcome of your medical care how much you helped?
a) Extremely satisfied b) Very satisfied
c) Satisfied d) Very dissatisfied
d) Extremely dissatisfied
27) The way doctors guide you about improving your health?
a) Excellent b) Good
e) Fair d) Poor
28) Based on your overall experience what do you visit the hospital again and also
recommend it to your friends and relations?
a) Yes b) No
Any suggestions