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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
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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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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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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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487
16 2
15 8 14 44 21 58
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problem
TREATMENT
600
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
33
400
300 200 100 51 78 50 86 18 57 85 never sometimes usually
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0
23
always
courtesy aspects listening carefully explaining things
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369
325
YES NO
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facilities
BEDS
580
123 YES
NO
FOOD
569
134
WATER
479
224
60% 80% 100%
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0%
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20%
40%
270
153
122
301
YES
NO
100
200
300
400
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500
37
150
100
poor
satisfactory
2
50
clean
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HOSPITAL CLEANLINESS
Poor 229
Satisfactory
415
Clean
59
Very clean
0
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yes
307
no
396
YES NO
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yes
659
no
44
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yes no
41
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
treatment
92
cleanliness
information
0
308
200
400
600
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43
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Swine viharam
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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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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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Skating platform
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Is it for
ladies
or
gents
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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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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
SURGERY
CENTRAL LAB 33
BIOCHEMISTRY 22
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