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[Type text]
A PROJECTREPORT ONPATIENTATTENDANTPERCEPTIONFOR THE
SERVICES OFHEALTH CAREORGANISATION
May 3
2012
PATIENTSATISFACTION
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[Type text]RUBAN INSTITUTE OF HOSPITAL & HEALTH MANAGEMENT
A
Project report
On
Patient-Attendant perception for the services of health care organization
At
Mahavir Cancer institute and Research centre
Under the proper guidance of
Mr. Animesh Nath
Research & Academic coordinator
Submitted by Submitted to
Pritam Dr. Col A.K. Singh (retd.)Reg. No. 10221240016 MBBS (pat) MHA (AIMS) ndcMBA-HMGT Chairman of Ruban GroupRuban institute of Hospital& Health managementPTU University, Punjab
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ACKNOWLEDGEMENT
I am extremely thankful and indebted to mentor Dr. Col A.K. Singh
(retd.)(Chairman of Ruban Group) & Dr. Jitandera Kumar (Director of MCS)for his
support and guidance throughout the course of the project. Without him, this
project have neither begun nor reached a proper conclusion. Also, I would like to
mention about Mr. Animesh Nath who were always there to support me and
whenever I needed
I am also very thankful to Management of Mahavir Cancer Hospital,
Phulwarisharif, and Patna for allowing me to do this project under the well
guidance of their employees. I am extremely indebted by the help and support of
all the colleagues of this organization for taking time from their busy schedules
and explaining to me everything, even remotely related to my project about their
organization .
At last but not the least I would also like to thanks those entire person who has
help me directly or indirectly in the final completion of this project.
PRITAM
4th SEMESTAR
Ruban Institutes of Hospital and Health Management, Patna
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DECLERATION
This project work entitled Patient Attendant
Perception For The Services of Health care
Organization is an original piece of work based on
Primary & Secondary data and has not been
submitted to any educational institute / university
or organization for the apart of any
degree/diploma/certificate/fellowship/scholarship
, publication or reward to any individuals.
PRITAM Mr.ANIMES NATH (Guide)
Project Trainee Project Trainer
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TABLE OF CONTENT
SL.NO NAME OF THE CHAPTER PAGE NO.
FRONT PAGE
I. CERTIFICATEII. ACKNOWLEDGMENT
i.
ii. DECELERATION
iii. EXECUTIVE SUMMARY.
i. INTRODUCTION
ii. OBJECTIVE,RATIONALE & APPROACH
1. OBJECTIVE
2. RATIONALE
3.
APPROACHiii. REVIEW OF LITRETURE
iv. DATA INTERPETRATION
v. DATA ANALYSIS
1. TABLE
GRAPH
FINDING
vi. SUGGESTION
CONCLUSION
ANNUXURE
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HOSPITAL AT A GLANCE
AN NUX URE
DIFFERENT SECTION
IN MCS CAMPUS
ENGENIRRINGSECTION
GIRLS HOSTAL
CANTEEN
SECURITY
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QUESTIONNAIRES
Hope your decision of choosing MCS will be right & successful . We request you to; pleasespare your valuable time to fill the questionnaire and help us to serve you for yourbetterment.
PERSONAL PROFILE&SOCIO-ECONOMIC FACTOR
Name- __________________________
Sex-
Age-
Income group-
Town/city ( ) District ( ) State ( )
Referred from _________________
(a) Government Hospital (b) Private Hospital
___________________________________________________________________________ ___________________________________________________________________________
1. How do you came to know about Mahavir cancer sansthan?(a) Newspaper (b) T.V. & Radio (c) Friends/ Relatives
(d) Collage/University (e) Internet2. Are you aware about the treatment facilities at MCS?
(a) Yes (b) No (c) Cannot say3. Which mode of transportation to reach MCS?
(a) Public road transport (b) Local(b) Train (d) Private taxi
4. Did you get adequate information at the information centre?(a) Yes (b) No
5. How did you find the service at the various sections of MCS?
Sections Friendly UnfriendlyReception
EnquiryHelp Desk
6. How do you find the registration process of MCS?(a)Simple & Easy (b) Long & time consuming
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7. Time management
On Time LateDoctorsNurses
Technician
Ward boy
8. Attitude/Behavior
MEDICAL EMPLOYEE Polite Impolite
Doctors
Middle level managers
Technician
Ward boy
9. Cleanness
HOSPITAL SECTIONS Clean DirtyLounge
Ward/RoomDept./sections
Toilets
10. What was the waiting time to consult the doctors?
(a) On time (b) On 15 minutes (c) On 30 minutes
(d) On one hours (e) More than one hours
11. How much time was taken by management to make your file reach to the Tumor board?
(a) 1-2 hours (b) 2-4 hours (c) 4-6 hours
(d) one day (e) More than one day
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12. How did you find the availability of blood in blood bank?
(a) Always (b) Usually (c) Almost half the time
(d) Seldom (e) Never
13. Did you get pathological test report & radiological report on time?
(a) Always (b) Usually (c) About half the time
(d) Seldom (e) Never
14. During the night shift the patient are served________________
(a) With much care (b) Remained uncared
15. Does MCS provide financial help to poor/needy patient?
(a) Agree strongly (b) Agree moderately (c) Agree slightly
(d) Disagree slightly (e) Disagree moderately (f) Disagreestrongly
16. Have you ever availed the financial help from MCS if yes please specify ________________
(a) Concession from management (b) Fund from government(c) Railway concession
17. PHARMACY SERVICES
a) The medicine prescribed by the MCS doctorsare______________
(a) Cheaper (b) Of reasonable prize (c) Costly
b) How did you find the availability of medicine in MCS pharmacy?
(a) Always (b) Usually (c) About half the time
(d) Seldom (e) Never
c) Do you think the present medicine shop can cater the need of the
Patients?
(a) To a great extant (b) Somewhat
(c) Very little (d) Not at all
18. How does MCS provide information for prevention & cure
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Of Cancer?
(a) MCS booklet (b) Conferences/seminar
(c) Lecture/ talk of medical person
19. How do you find the discharge process of MCS?
(a)Simple & Easy (b) Long & time consuming
20. Did you find any hidden cost ?
(a) Yes (b) No (c) Cannot say
21. How did you find the canteen/mess?
(a) In Hygienic condition (b) Un Hygienic condition
22. How did you find the quality of food in the canteen/mess?
(a) Nutritious (b) Non nutritious
23. Does MCS provide quality food for the patients?
(a) Yes (b) No
24. The management has provision for 24/7 ambulatory service?
(a) Almost always true (b) Usually true (c) Occasitionale true
(d) Sometime true (e) Sometime but in frequently true
(f) Usually not true (g) almost never true25. Does MCS have any grievances cell?
(a) Yes (b) No (c) Cannot say
26.Does MCS provide the accommodation to the out station patients/attendant?
(a) Always (b) Usually
(c) About half the time (d) Seldom (e) Never
27. How did you find the parking facilities to MCS? (a)Sufficient (b) Insufficient
28. Does MCS provide counseling facilities for treatment & prevention & cure of cancer?
(a) Yes (b) No (c) Cannot say
29. Are you satisfied with the overall services and facilities at MCS?
(a) Completely satisfied (b) satisfied
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(c) Dissatisfied (d) completely dissatisfied
30. Does MCS provide Ecofriendly environment and safety place for patients?
(a) To a great extant (b) somewhat
(c) Very little (d) Not at all
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MOVEMENT OF PATIENT IN THE MCS
Reception/helpdesk/enquiry
ADMIT
ICU/WARD INVESTIGATION
DISCHARGE/DEATH
HOME MORTUARY
LAB/PATH/RADIOLOGY
OPERATION
TRANSFER
OTHER
HOSPITAL
PHARMA
HOME
OPD
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FLOW DIAGRAM OF THE PROJECT
Approached MCS &confirmation of thetraining programme
Meeting withcoordinator forapproval of theproject
Discussion with projectguide (Mr. Animesh) &to project topic wasfinalized
Foundation/conceptbuilding classes forthe project wasconducted
Making & finalizingthe Questionnaire
Information gatheredbypatients/attendantsthroughQuestionnaire
DatainterpretationData analysis
ResultsFinding &suggestion
Conclusion
Finalizing &submission of theProject
Project finallyapproved &certificate was issuedby the managementfor careerenhancement
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QUESTIONNAIRES
7. How do came to know about Mahavir cancersansthan?(b) Newspaper (b) T.V. & Radio (c) Friends/ Relatives(d) Collage/University (e) Internet
8. Are you aware about the treatment facilities atMCS?(b) Yes (b) No (c) Cannot say
9. Which mode of transportation to reach MCS?(c) Public road transport (b) Local(d) Train (d) Private taxi
10. Did you get adequate information at theinformation system of MCS?(b) Yes (b) No
11. How did you find the service at the varioussections of MCS?
Sections Friendly UnfriendlyReceptionEnquiryHelp Desk
12. How do you find the registration processof MCS?
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(a)Simple & Easy (b) Long & time consuming
13. Time management
On Time Late
DoctorsNurses
TechnicianWard boy
8.Attitude/BehaviorPolite Impolite
DoctorsMiddle level
managersTechnician
Ward boy9. Cleanness
Clean DirtyLounge
Ward/RoomDept./sections
Toilets
10. What was the waiting time to consult the doctors?
(a) On time (b) On 15 minutes (c) On 30 minutes
(d) On one hours (e) More than one hours
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11. How much time was taken by management to make your filereach to the Tumor board?
(a) 1-2 hours (b) 2-4 hours (c) 4-6 hours
(d) one day (e) More than one day
12. How did you find the availability of blood in blood bank?
(a) Always (b) Usually (c) About half the time
(d) Seldom (e) Never
13. Did you get pathological test report & radiological report on time?
(a) Always (b) Usually (c) About half the time
(d) Seldom (e) Never
14. During the night shift the patient are served________________
(a) With much care (b) Remain uncared
15. Does MCS provide financial help to poor/needy patient?
(a) Agree strongly (b) Agree moderately (c) Agree slightly
(d) Disagree slightly (e) Disagree moderately
(f) Disagree strongly
16. Have you ever availed the financial help from MCS if yes pleasespecify ________________
(a) Concession from management (b) Fund from government(c) Railway concession
17. PHARMACY SERVICES
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17. a The medicine prescribed by the MCS doctorsare______________
(a) Cheaper (b) Of reasonable prize (c) Costly
17. b How did you find the availability of medicine in MCS pharmacy?
(a) Always (b) Usually (c) About half the time
(d) Seldom (e) Never
17.c Do you think the present medicine shop can cater the need of the
Patients?
(b) To a great extant (b) Somewhat
(c) Very little (d) Not at all
18 Do you agree that MCS provide information for prevention & cure
Of Cancer?
(a)Completely agree (b) Mostly agree (c) Slightly agree
(d) Disagree () (e) completely disagree
19. How do you find the discharge process of MCS?
(a)Simple & Easy (b) Long & time consuming
20. Did you find any hidden cost? (a) Yes (b) No (c) Cannot say
21. How did you find the canteen/mess?(a) In Hygienic condition (b) Un Hygienic condition
22. How did you find the food in the canteen/mess?
(a) Nutritious (b) Non nutritious
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23. Does MCS provide food for the patients?
(a) Yes (b) No
24. The management has provision for 24/7 ambulatory service?
(a) Almost always true (b) Usually true (c) Occasitionale true(d) Sometime true (e) Sometime but in frequently true
(f) Usually not true (g) almost never true
25. Does MCS have any grievances?
(a) Yes (b) No (c) Cannot say
26. Does MCS provide the accommodation to the out stationpatients/attendant?
(a) To a great extent (b) Somewhat
(c) Very little (d) Not at all
27. How did you find the parking facilities to MCS?
(a) To a great extent (b) Somewhat
(c) Very little (d) Not at all
28.
29. Are you satisfied with the overall services and facilities at MCS?
(a) To a great extent (b) Somewhat
(c) Very little (d) Not at all
30. Does MCS provide Ecofriendly environment and safety placerespectively?
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