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7/14/2012

patient satisfaction survey 2009

7/14/2012

patient satisfaction survey 2009

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patient satisfaction survey 2009

7/14/2012

patient satisfaction survey 2009

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

7/14/2012

patient satisfaction survey 2009

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


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

BACKGROUND:

The worlds 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 recipients point of view to assure them of competent workforce in Government General Hospital (GGH).
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OBJECTIVES:

To assess the patients satisfaction regarding the health services. To uncover patients actual needs To develop appropriate BCC modules and conduct training programs. To reassess the patient satisfaction and medical/health professional compliance.

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Obtain Patient response

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METHODOLOGY:

1500 Patients 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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RESULTS AND CONCLUSION

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

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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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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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FACILITIES
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

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OVERALL IMPRESSION

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
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STATISTICS
TOTAL NUMBER = 703

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

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

AGE DISTRIBUTION
0-20 21-40 41-60 >60 = 175 (24.9%) = 273 (38.8%) = 178 (25.3%) = 77 (11.0%) 2009 patient satisfaction survey

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SATISFACTION LEVELS ON DOCTORS SERVICES


500 450 400 350 300 250 200 150 100 50 0 courtesy & respect attention to patient's words patient satisfaction survey 2009
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487

462 never sometimes usually always

16 2
15 8 14 44 21 58

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Regarding doctors explanation to patient about

problem
TREATMENT

600

525 414 289 YES

500
400 300 178 200 100

NO

problem

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658

700
600 500 400 300 124 200 45 100 0 434

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500 450

INVESTIGATIONS
364 335

479

400
350 300 250 200

yes
224

no

150
100 50 0

explaining to patient

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Satisfaction levels on nursing care


600 500 555 544 543

400
300 200 100 51 78 50 86 18 57 85 never sometimes usually

19
0

23

always
courtesy aspects listening carefully explaining things
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LOCATION OF REFFERAL DEPARTMENTS AND LABS

369

325

YES NO

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facilities

BEDS

580

123 YES
NO

FOOD

569

134

WATER

479

224
60% 80% 100%
36

0%
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20%

40%

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FOOD AND WATER FACILITIES

ACCESS TO FOOD FACILITIES

270

153

ACCESS TO SAFE DRINKING WATER

122

301

YES

NO

100

200

300

400
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500
37

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281 300 234 250 186 200

150

100

poor
satisfactory
2

50

clean
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0 CLEANLINESS OF WARDS & BATHROOMS


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HOSPITAL CLEANLINESS
Poor 229

Satisfactory

415

Clean

59

Very clean Clean

Very clean

Satisfactory 100 200 300 400 500 Poor


39

0
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WORKERS DEMANDING MONEY

yes
307

no
396

YES NO

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Recommending the hospital to family and friends

yes
659

no
44
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yes no
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OVERALL SCORING TO THE HOSPITAL


250 200
167

220

150 100 50
2 5 12 15

127

73 50 32

0
1 2 3 4 5
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AREAS TO BE IMPROVED
653

cleanliness

facilities

522

information treatment facilities

treatment

92

cleanliness

information
0

308

200

400

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600

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800

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Problems in our hospital

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Swine viharam

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ONE OF 3DS OF KURNOOL Donkeys

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

In all OTs
Pre op preparation = 50 After surgery = 300 to 500 Wound dressing = 50 P.O.P. Slab = 50 Transportation = 30 to 50
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GIVE MONEY TO GET OUT OF HERE

OT BOY

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Non availability of lab facilities round the clock. Non availability of some investigations & drugs. Mediators diverting the patients.

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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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INTERVENTIONS

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DOCTOR

DOCTOR

SURGEON

NURSE

MALE NURSE

HOSPITAL STAFF

TECHNITIAN
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COOK IN DIETICS

WARD BOY

CLEANERS

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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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In public health, nurses do a lot of work in the background, behind the scenes. But that doesnt really matter. What matters is that it works, that they make a real difference in peoples lives. Constant attention by a good nurse may be just as important as a major operation by a surgeon.

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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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Is this the ultimate solution ??!!

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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 patients attenders.
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Continued
COMPLAINT BOXES SHOULD BE CHECKED REGULARLY. FANS AND LIGHTS IN WARDS SHOULD BE REPAIRED.

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MEDICINE MEDICINE

LOCATION OF WARDS & LABS


COLOURFUL LAYOUT SHOULD BE

SURGERY

KEPT AT THE ENTRANCE OF HOSPITAL .


CASUALITY 1

CENTRAL LAB 33

COLOURED SIGNBOARDS SHOULD BE KEPT AT APPROPRIATE PLACES .

BIOCHEMISTRY 22

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