TO STUDY THE PATIENT’S IPD FEEDBACK AS AN IMPORTANT TOOL TO INCREASE THE PATIENT SATISFACTION IN A TERTIARY CARE HOSPITAL

TO STUDY THE PATIENT’S IPD FEEDBACK AS AN IMPORTANT TOOL TO INCREASE THE PATIENT SATISFACTION IN A TERTIARY CARE HOSPITAL
Author(s):
DR YOGESH CHANDRA
Keywords:
Turn Around Time (TAT), Personalized Healthcare Services (PHCs), Patient’s Related Outcome Measures (PROMs), Third Party Administrator (TPA), Indoor Patient Department (IPD).
Abstract
Patients’ feedback plays a vital role in enhancing their satisfaction regarding the quality health care services. This study was carried out in a NABH accredited Tertiary care hospital to find out the most important factors contributing to patient’s dissatisfaction. Collected primary data was analyzed through Microsoft Excel statistical tools (Bar Charts & Pareto’s analysis) and found that Discharge process, Food & Beverages services, Nursing services, Admission process are responsible for 80% of dissatisfaction. Scope of this research paper was to find out the reasons for Delay in discharge and Food & Beverage services. Root cause analysis was done and recommendations has been suggested as to enforce the Financial Counseling evaluation , SOP for TPA process and classes to be conduct for healthy cooking practices by the industry experts to improve the services of the hospital as defined in the scope of research paper.
Article Details
Unique Paper ID: 155829 Publication Volume & Issue: Volume 9, Issue 2 Page(s): 49 - 54
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