PATIENT SATISFACTION TOWARDS THE OPD (OUT PATIENT DEPARTMENT)

A STUDY IN FORTIS ESCORTS HOSPITAL, AMRITSAR

A DISSERTATION

SUBMITTED TO

DEPARTMENT OF SPORTS MEDICINE AND PHYSIOTHERAPY

GURU NANAK DEV UNIVERSITY, AMRITSAR

IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR

THE DEGREE OF

MASTERS IN HOSPITAL ADMINISTRATION

SUPERVISED BY: SUBMITTED BY:

DR.SHELLY MAHAJAN SNEHA VENNU

CO-SUPERVISED BY:

DR.H.P. SINGH

CERTIFICATE

This is to certify that dissertation entitled “Patient satisfaction towards the OPD services,

Fortis Escorts Hospital” submitted by Sneha Vennu is her original contribution and I

recommend that this project work is fit to be evaluated for the award of the “Masters In

Hospital Administration” in the Department of Sports Medicine and Physiotherapy, Guru

Nanak Dev University, Amritsar.

Dated: Dr. Shyamal Koley

Head, Sports Medicine and Physiotherapy

Guru Nanak Dev University,

Amritsar

CERTIFICATE

This is to certify that dissertation entitled “Patient satisfaction towards the OPD services

Fortis Escorts Hospital” submitted in the partial fulfilment of the requirement for the degree

of “Master in Hospital Administration” is original contribution carried out by Sneha Vennu

under my guidance and supervision. This is further certified that no part of this dissertation

has been submitted for any other degree to any university.

I recommend that the project be considered for evaluation leading to the award of

Master in Hospital Administration.

Dated: Dr. Shelly Mahajan,

Supervisor

Dept. of Sports Medicine and Physiotherapy

Guru Nanak University,

Amritsar.

CERTIFICATE

This is to certify that dissertation entitled “Patient satisfaction towards the OPD services

Fortis Escorts Hospital” submitted by Sneha Vennu is her original contribution and I

recommend that this project work is fit to be evaluated for the award of the “Masters In

Hospital Administration” in the Department of Sports Medicine and Physiotherapy, Guru

Nanak Dev University, Amritsar.

Dated: Dr. H. P. Singh

Co-Supervisor

Medical Superintendent

Fortis Escorts Hospital,

Amritsar.

ACKNOWLEDGEMENTS

I am thankful to All Mighty who blessed me with courage and health to take up this course on

Hospital Administration.

This thesis would not have been possible without the help and support of many people.

I express my deep sincere of gratitude to Dr. Shelly Mahajan, my major advisor and guide,

who offers me her endless support, valuable advice, suggestion, inspiration and remarkable

kindness from the beginning until the completion of my thesis.

I also would like to acknowledge and pay my special respect and my sincere thanks to my

HOD, Professor Shyamal koley, for his constructive comments and suggestions.

I thank enough Dr. HP Singh for giving us precious opportunity to become a humble part of

the highly reputed Fortis group.

I would like to acknowledge and pay my special thanks to Guru Nanak Dev University for

giving me this great opportunity to achieve my goals from this MHA course and gain

precious experience from here. I would never forget endless support given by staff working

in this university.

I would also like to express my thanks to Staff and patients who participated in the process of

data collection in Fortis Escorts and for giving their valuable time to complete the process

with limited time. I thank them for allowing and helping me to carry out this study

encouraging me during data collection.

I am eager to say “Thank you very much” to my best friends Sravanthi Reddy, Suman

Khurana and Naveen Nannu for supporting me and being there always for me and are the best

friends I have ever had in my life and I am so lucky to have you guys.

Also my all classmates who always inspire me, especially Maninder Singh Bedi and Amrita

Tickoo without your help I might not be successful to achieve this.

I would like to thank my love Naveen and my lovely brother Rahul vennu for encouraging

me and supporting me mentally.

Thank you so much my beloved most respected Father, I feel very blessed to be your

daughter and Mom because of your unconditional love and good bringing up, I could

overcome any kind of difficulties fearlessly without which I would not have any inspiration

and positive thoughts with the hard time facing.

SNEHA VENNU

INDEX

SERIAL NO. TOPIC PAGE NO.

1 INTRODUCTION

2 ORGANIZATION PROFILE

3 REVIEW OF LITERATURE

4 RESEARCH DESIGN AND METHODOLOGY

5 DATA ANALYSIS AND RESULT

6 CONCLUSION

BIBILOGAPHY

APPENDICES

CHAPTER-1

INTRODUCTION

A hospital is an institution that provides a broad range of medical services to sick,

injured, or pregnant patients. It employs medical, nursing, and support staff to provide

inpatient care to people who require close medical monitoring and an outpatient care to

people who need ambulatory care. Hospitals provide diagnosis and medical treatment of

physical and mental health problems, surgery, rehabilitation, health education programs, and

nursing and physician training. Many hospitals also serve as centres for innovative research

and medical training. However there is a current trend in hospital management to decrease in

patient service and to increase outpatient ambulatory care.

Out Patient Department in any hospital is considered to be a shop window of the

hospital (Kunders, 1998) referred to the hospital unit that a patient attended for treatment or

consultation and did not stay overnight in the hospital. Out Patient Department is one of the

departments of the hospital which cares for the ambulatory patient who comes for the

diagnosis. Now a days, patients are looking for hassle free and quick services. This demand is

only possible with optimum utility of the resources through multitasking in a single window

system of the OPD (Srinivasan, 2000). In the United States, it wasn’t long ago that

hospitalization was routine for most patients. But lengthy hospital stays are largely now a

thing of the past. Today, many patients receive much of their health care as outpatients—a

trend that many see as benefiting the health system. Much of the move toward outpatient care

in the US has been driven by third-party payers in an effort to control expenses. But this

change has been perhaps one of the benefits of managed care, in that it has challenged

healthcare providers to find safe and effective ways to deliver care on an outpatient basis,

which is clearly to the benefit of o patients (Onco Log 2004)

For every hospital, patients are the main users. The primary function of the hospital is

patient care. It is one of the yardsticks to measure the success of services that it produces.

Effectiveness of the hospital relates to provision of good patient care as intended. According

to Swamy (1975) patient satisfaction is the real testimony to the efficiency of hospital

administration. As the hospital serves all the members of the society, the expectations of the

users differ from one individual to another individual because everyone carries a particular

set of thoughts, feelings and needs. Hence determination of patient’s real feelings is very

difficult. It is the responsibility of the administrator team. "Put yourself in your patient's

shoes," was a proverb that explains how to proceed with a patient.

Living in the world of information and technology, nowadays patients are aware of their

needs and rights. They know that health care facilities are established to provide satisfactory

and quality health services to them. If the health care facilities fail to do so, they are

considered unsuccessful in implementing their assigned tasks.

Health care facility performance can be best assessed by measuring the level of Patient

satisfaction.

A completely satisfied patient believes that the organization has potential in

understanding patient needs and demands related to health care. The World Health

Organization conference, supporting health for all, held in 1990 defined future development

in health to be human centred. A lot of stress has been made on investment in health, patient

care and patient’s right to delivery of quality health care leading to patient satisfaction.

Patient satisfaction is essential due to multiple reasons. Any unsatisfied patient will not come

back to the hospital, and it will lead to loss of money of patient, as well as wastage of

government resources. High satisfaction level will indicate that hospital is working

efficiently. On the other hand, poor satisfaction level helps the management of a hospital to

improve on the health services.

Satisfaction is linked to quality of information, advice and general communication sensitivity,

perceived effectiveness, competence or professionalism, attitude of staff, including concern

for privacy, ease of access, waiting time, continuity of care, involvement in decision making

and benefit from the treatment or intervention.

There are multiple reasons to study the concept of patient satisfaction. It is considered

as an important outcome of the quality of healthcare. Getting views of the patients on the care

services is a much realistic tool to evaluate and improve the health care services since it is

based on direct experiences of the users. The rising strength of consumerism and quality

consciousness in the society with a shift from doctor-to-patient relationship to modern

provider-client attitude has highlighted the importance of recording patient views on

healthcare delivery. It is also the largest revenue generating department in the Hospital.

Patient satisfaction results in enhanced compliance of the patients to the medical regimens,

appropriate use of medical resources and quick recovery from illness besides, evaluation by

the patients makes medical staff aware about their shortcomings. The employees understand

that they will be held accountable to the patients as well as administration. As a result care

providers tend to acknowledge patient rights and involve them in treatment decisions.

Patients’ suggestions also help policy makers and planners to identify bottlenecks in the

system, thereby introducing customized improvements in the service

Physical facilities are tangible facilities and preparation such as ease of location,

department’s cleanliness and tidiness, bed, ventilation and lighting system, waiting chair,

sanitary rest room, ventilation, light, noise, sitting facilities, clean toilets and sufficient

examination room adequate area space availability.

Doctor’s service is referred to the physicians’ communication and consultation skills

such as self-introduction, effective consultation techniques, attentiveness, time management,

physicians’ punctuation courtesy, respect of a doctor for a patient and time spent by the

doctor in physical examination.

Nurse’s service is referred to the nurses’ communication and assistance skills such as

polite and respectful manner towards the patients, feedback to patients ‘questions, patient-

referring process, and nurses’ punctuation

Pharmacy service is referred to the respect and attention shown by pharmacy staff,

drug preparation and explanation, adequate amount of drugs, and pharmacy staff’s

punctuation.

Registration staff services include the courtesy paid by the registration staff and

his/her good communication skills.

Working schedule is the effective working shifts designated to respond to patients’

need.

Service procedure is the effective service process in terms of time and good

coordination between relevant departments.

Accessibility to health care Services is comfort ability to access the health care

services in terms of distance from hospital, waiting time, and information received.

Distance from hospital included home distance from hospital, availability of public transport,

travelling time to reach hospital and money spent on travelling.

Waiting time included waiting time for doctor and total time spent in the OPD.

Information received included adequacy of OPD timing, general information about the

hospital and main source of introduction about the hospital.

Experience (perception) to health care services was an important variable because it

made the expectation of patient which in turn were dependant on perceptive image. A

common definition of perceived image is to become aware of something through ones senses

- touch, taste, smell, hearing or sight. It is understood to be the common general knowledge,

or knowledge acquired by self experience or other’s experience of utilization of health care

services. Experience to health care services was assessed with reference to convenience of

care, quality of care and expenses afforded for Medical care.

Convenience is referred to availability of care when needed such as convenient

hospital hours and availability of health care in need. In this research it included waiting time

for physical examination, waiting time for receiving medicines, convenience of medicine

receiving place, adequacy of treatment receiving place, adequacy of OPD timing, and

receiving medical services from one department to another department in OPD.

Quality of care is referred to the provider’s skill and ability in treatment and

sufficiency of health facilities. In this study, it included treatment received from doctor,

availability of prescribed medicines from hospital, skill of the nurse in using medical

equipment, opportunity provided by the doctor for asking about the illness, and attention paid

by the hospital officer in case of any problem.

CHAPTER-2-ORGANISATION PROFILE

The main objective of this research is to measure the satisfaction of OPD (Outpatient

Department) patients and identify the strategies to help the hospital to increase their patient

satisfaction scores and sustain patient loyalty on a long-term basis in FORTIS ESCORTS

hospital in Amritsar, Punjab in India.

Fortis Hospital, Amritsar, is a 154 bed multispecialty hospital with super specialty in Cardiac

Sciences. They commenced operations way back in 2003 and since then have been a familiar,

trusted and comforting presence, ministering to the healthcare needs of the community.

Spread over 5 acre, it is the only NABH accredited hospital in the region

The approach, based on patient centricity, state-of-the-art emergency response, integrity,

teamwork, ownership and innovation, combines compassionate patient care with clinical

excellence, to achieve a single-minded objective-Saving and enriching lives.

The super-speciality cardiac care institute covers total area of 4.6 acre and is fully functional

since January 2003. It is a hospital in the corporate sector catering health care needs of

patients. It is a multi-storey building with its own parking lot. Located at MajithaVerka

bypass about 8 km from the city thus away from population and howling noise of city. Yet

it’s easy access and comfortable approach makes it a preferable choice for the patients. It

renders its services to the patients coming from nearby or faraway to almost whole of Majha,

Doaba and Malva population and even patients from outside Punjab. Our neighbouring

countries like Pakistan is also been getting services from this hospital.

The hospital has a full-fledged heart station, heart command centre, cardiac catheterization

lab; OT’s and wards providing specialized cardiac centre in the form of OPD, IPD and

emergency cardiac services

Outpatient care is rich with quality offerings, accrediting agencies, and leadership

credentialing to promote excellence. However, what is needed is investment in stronger

oversight, mandatory licensing, leadership expectation, and standards across states and

outpatient service lines.

CLINICAL SPECIALITIES PROVIDED ARE:

Anaesthesiology

Chest medicine

Dental

ENT

General surgery

Internal medicine

Oncology

Ophthalmology

Physiotherapy

Plastic reconstruction surgery

Pulmonology

Radiology

Services provided by FEHA: Following are the services provided by FEHA:

Diagnostic services

Detection of coronary artery disease (CAD)

ECG

Tread mill test(TMT)

Blood chemistry

Telemedicine(EHAS)

Stress Echo

Thallium study

Angiography

Radio diagnostic and imaging

X-Ray

Echocardiography

Ultrasonography

CT scan

Doppler study

Thallium study

Tilt test

Endoscopy

Upper GI endoscopy

Colonoscopy

Side viewing endoscopy

Lung function tests (PFT)

Pulmonary function test

Treatment services

Cardiology

Non- surgical:

Coronary artery diseases (PTCA and stenting)

Medical management

Telemedicine (EHAS)

AICD

Valvotomies

Permanent pacemaker implantation

RF ablation for rhythm disorders

Surgical:

Coronary bypass surgery (standard)

Coronary bypass surgery (MIDCAB)

Coronary bypass surgery (beating heart surgery)

Carotid endarterectomy

Valve repair & replacement surgery

Cardiac tumour& pericardial diseases

Peripheral vascular surgery (PVSS)

Preventive cardiology and rehabilitation services

Dietary counselling and heart diseases

Management of high cholesterol and other lipids

Stress management

Relaxation therapy

Care after heart surgery

Exercise programme

Lifestyle management programme

Gastroenterology

Endoscopic variceal ligation

Endoscopic stricture dilation

Achalasia dilation

Endoscopic injection therapy for bleeding peptic ulcer

Metallic stenting

Billiary stenting

Nasobiliary drainage

Stone extraction

Nephrology

Haemodialysis

Peritoneal dialysis

CAPD

AV Fistula

Endocrinology - Management of:

Diabetes

Obesity

Delayed growth

Osteoporosis and metabolic bone disorder

Other hormonal disorder

Paediatric heart care

Diagnostic services

Cardiac cath

Foetal echo cardiography

Treatment services

Non –surgical

ASD Device closure

Valvotomies

Coarctation of aorta

Surgical

Repair of congenital heart disease

Community outreach programme - The community outreach programme was initiated

five years back as a social commitment under the aegis of Dr.N.Trehan, chairman of

the institute with Dr. (Lt.Gen) Harcharan Singh Executive Director & Dr.H.P.Singh as

the individual’s doorstep. Various facilities like clinical examination, ECG, and

echocardiography are provided free of cost along-with advice by a team of highly

qualified and stuff.

The community outreach programme comprises of

Free heart check-up camps

Public awareness programme

Continued medical education

Training on basic life support system

Corporate services

One way to prevent or detect early disease is by having periodic health evaluations. The

examinations and tests are designed to detect diseases and monitor the status of your

health. Screening tests may catch a problem at an early, treatable stage.

Emergency service- Ambulance service: FEHA has hi-tech mobile coronary care

ambulances to shift patients. Air Ambulance services: FEHA has a dedicated team trained

in aero-medical transport of critically ill cardiac patients with all the essential life saving

equipments like the ventilator, defibrillator, monitor, IABS and so on, is dispatched to the

designation in a 6-8 seated aircraft/helicopter. Apprehension, uncertainty, waiting,

expectation, fear of surprise, do a patient more harm than any exertion.

CHAPTER-3

REVIEW OF LITERATURE

Hospitals are now following the entrepreneur trend even though the commodity they market

is health services. The patient care has become extremely important in the health care

environment. Patients’ satisfaction and their expectations have become the valid indicators

for quality health care service. In which case, the patients become their most important clients

of the hospital. After all, it’s the patients that brings in the revenues for these hospitals hence

they should be satisfied.

Patient satisfaction has been an area of special interest for researchers involved in health

system research for almost half a century. Countless number of studies on this important

topic has been published since then.

Shore and Fran’s (1986) exemplified that Patient satisfaction is better defined as an

individual's evaluation of the quality of care in a specific medical-care situation; and not just

as a global attitude aggregated across episodes.

Inui and Carter (1985) advanced similar arguments that individual patient-physician

encounters are "she basic unit of medical care" (p. 580) and, therefore, assessing satisfaction

for "individual encounters may contribute so a fuller understanding of the nature of

physician-patient relationship".

Oliver (1981) argues that Consumer satisfaction literature take issue with the definition of

satisfaction as a cognitively based evaluation of product/service attributes. Instead, these

researchers contend that satisfaction is an emotional or affective response to a product or

service use (or consumption) situation.

Ross et al; (1987) argue that restricting patient satisfaction to perceptions of the "quality" of

health care received is an "inherent weakness." These researchers support their position by

noting that a segment of "healthy but unhappy" patients has been found in several empirical

studies. Thus, Ross et al. suggest that the conceptualization of the patient satisfaction should

be enlarged to include other evaluations (e.g., waiting time, costs, etc.) in addition to purely

quality perceptions.

Stephen (1993) and Swartz et al; from Advances in Service Marketing and Management

defined Clients’ satisfaction as the result of matching one’s expectation of healthcare services

with actual experiences whether it is pleasant or disappointed.

Swartz et al; (1993) states that the level of satisfaction will be low if the services do not meet

what the patients have wished. However, the patients will show a high level of satisfaction if

their expectations are met. In addition, patients will feel highly satisfied and delightful if

services are even better than what they have expected.

Swan et al; (1985) suggested that patients’ positive opinion about services they have received

is the process of matching between a set of generally accepted quality with their personal past

involvement. Many articles about patients’ satisfaction suggested the following significant

relationship:

- Satisfaction is the result of perceiving service implementation against expectation.

- Willingness to buy or come back to receive the same services is the effect of satisfaction.

- Expecting and willingness to have services create alternatives for patients.

The more the patients are pleased, the greater the level of satisfaction will be.

Mc Quity et al; (2000) from various articles suggested that most patients are very sensitive

about what is going on with their health condition. They honestly insist to know exactly what

the problems are, the ways treatment might be taken in account and the consequences that

might happen. They still do even though it might frighten or disappoint them in any ways.

Abdal et al; (2000) argue that Patient satisfaction studies have, however, received

comparatively little attention in public or government sponsored settings and in developing

countries in particular. In a study done in Qatar, it pointed to a number of deficiencies in

these dimensions; availability, convenience of services, facilities (physical environment),

humaneness of doctors, quality of care, and continuity of care and delivery of services in

government health facilities in the State of Qatar. It also surfaced methodological issues that

should be addressed in comparable studies of culturally diverse populations.

Lawthers et al; (1999) captured the quality dimensions by survey included access, patient

experience and clinical quality in a similar study entitled “Using patient survey to measure

the quality of outpatient care” done in Krakow, Poland, the study concluded that they were

able to demonstrate the feasibility of constructing indicators of multiple dimensions of the

quality of outpatient care using patient reported information.

Khandaker(2001) conducted a study at Bangladesh by compared the services offered by

private, public and foreign hospitals from a patient’s perspective. The results gave an

overview of the perspectives of Bangladeshi patients on the quality of service in three types

of hospitals. The quality of service in private hospitals scored higher than that in public

hospitals for nursing care, tangible hospital matters, i.e. cleanliness, supply of utilities, and

availability of drugs. The overall quality of service was better in the foreign hospitals

compared to that in the private hospitals in Bangladesh in all factors, despite the 'perceived

cost' factor.

Jawahar (2007) done study on out patient satisfaction at a super specialty hospital at India, it

concluded that the outpatient services have elicited problems like overcrowding, delay in

consultation, proper behaviour of staff etc. Whenever there is delay in consultation, it is to be

explored to elicit the problem. It is worthwhile to note that there is scope for improvement of

the Out Patient Department Services.

Rao et al; (2006) studied (i) To develop a reliable and valid scale to measure in-patient and

outpatient perceptions of quality in India and (ii) to identify aspects of perceived quality

which have large effects on patient satisfaction. Participates are Health facilities and patients

at clinics. Cross-sectional survey of health facilities and patients at clinics, Primary health

centers, community health centers, district hospitals, and female district hospitals in the state

of Uttar Pradesh in north India. Main outcomes are internal consistency, validity, and factor

structure of the scale is evaluated. The association between patient satisfaction and perceived

quality dimensions is examined. A 16-item scale having good reliability and validity is

developed. Five dimensions of perceived quality are identified-medicine availability, medical

information, staff behavior, doctor behavior, and hospital infrastructure.

Patient perceptions of quality at public health facilities are slightly better than neutral.

Multivariate regression analysis results indicate that for outpatients, doctor behavior has the

largest effect on general patient satisfaction followed by medicine availability, hospital

infrastructure, staff behavior, and medical information. For in-patients, staff behavior has the

largest effect followed by doctor behavior, medicine availability, medical information, and

hospital infrastructure .The scale developed can be used to measure perceived quality at a

range of facility types for outpatients and in-patients. Perceived quality at public facilities is

only marginally favorable, leaving much scope for improvement. Better staff and physician

interpersonal skills, facility infrastructure, and availability of drugs have the largest effect in

improving patient satisfaction at public health facilities.

Gasquet et al; (2004), conducted a survey with few questionnaires on outpatients' satisfaction

with hospital exist. The main objective was to develop, according to psychometric standards,

a self-administered generic outpatient questionnaire exploring opinion on quality of hospital

care. First, a qualitative phase was conducted to generate items and identify domains using

critical analysis incident technique and literature review. A list of easily comprehensible non-

redundant items was defined using Delphi technique and a pilot study on outpatients. This

phase involved outpatients, patient association representatives and experts. The second step

was a quantitative validation phase comprised a multicenter study in 3 hospitals, 10

departments and 1007 outpatients. It was designed to select items, identify dimensions,

measure reliability, internal and concurrent validity. Patients were randomized according to

the place of questionnaire completion (hospital v. home) (participation rate = 65%). Third, a

mail-back study on 2 departments and 248 outpatients was conducted to replicate the

validation (participation rate = 57%). A 27-item questionnaire comprising 4 subscales

(appointment making, reception facilities, waiting time and consultation with the doctor). The

factorial structure was satisfactory (loading >0.50 on each subscale for all items, except one

item). Inter scale correlations ranged from 0.42 to 0.59, Cronbach alpha coefficients ranged

from 0.79 to 0.94. All Item-scale correlations were higher than 0.40. Test-retest intra class

coefficients ranged from 0.69 to 0.85. A one-dimensional 9-item version was produced by

selection of one third of the items within each subscale with the strongest loading on the

principal component and the best item-scale correlation corrected for overlap.

Factors related to satisfaction level independent from departments were age, previous

consultations in the department and satisfaction with life. Completion at hospital immediately

after consultation led to an overestimation of satisfaction. No satisfaction score differences

existed between spontaneous respondents and patients responding after reminder(s). Good

estimation of patient opinion on hospital consultation performance was obtained with these

questionnaires when comparing performances between departments or the same department

over time scores need to be adjusted on 3 variables that influence satisfaction independently

from department. Completion of the questionnaire at home is preferable to completion in the

consultation facility and reminders are not necessary to produce non-biased data.

Gremigni et al; (2008) study is aimed at developing and providing preliminary validation of a

questionnaire to measure outpatients' experience of communication with hospital personnel

other than doctors. Participants are Outpatients and hospital staff. Small groups of outpatients

and hospital staffs were involved in identifying the domains and generating the items. A

quantitative validation phase involving 401 outpatients followed in order to verify the

hypothesized dimensionality of selected items and to measure reliability A 13-item

questionnaire emerged, comprising four components of outpatients' experience in the

healthcare communication domain: problem solving, respect, lack of hostility, and nonverbal

immediacy. Psychometric tests were promising as regards factorial validity, evaluated with

confirmatory factor analysis, and scales reliability. Factor scores were independent ofpatients'

gender, age, and education. The developed Health Care Communication Questionnaire

(HCCQ) is a self-administered brief measure with good psychometric properties. The HCCQ

gives information that could be taken as an indirect and subjective indicator of the quality of

hospital services as provided by non-medical staff. This aspect may have a role in local

quality improvement initiatives.

Hordacre et al;(2000) In their study entitled “Assessing patient satisfaction: implications for

South Australian public hospitals “, the results revealed that satisfaction was lowest in the

patients' assessment of their involvement in their own care and treatment. Three demographic

factors (younger age, female sex or tertiary education) predicted lower levels of satisfaction,

whereas livings with others, non-emergency admission or admission to smaller hospitals were

found to predict higher satisfaction.

Renzi (2001) argue that patient satisfaction is an important indicator in evaluating the quality

of the patient care in the outpatient department. In the context of total quality, serving the

customers/patients does not simply mean satisfying them. It implies satisfying their needs in

conformance to their requirements, and the specifications have to be stated explicitly by

customers to be satisfied. There is an increasing interest in assessing patients' satisfaction

with medical care in the United States and other countries.

Socio-Demographic Characteristics-

Doborah ( 1997) argue that many people have a strong belief that the high levels of positive

opinions of patients might be closely related to some independent factors such as standards of

living, gender, age groups, and even status of the patients whether they are single, married, or

widowed, etc. Nonetheless, some other researchers have concluded that there is little

relationship between socio-demographic characteristics with satisfaction levels.

Aday and Anderson ( 1981) state that some findings confirm that people who are from the

same ethnic groups tend to pay more attention or to help the people who are from the same

sources. This idea is also said to apply in the performance done by physicians who are from

the same groups as their patients.

Hall and Dornan (1990) say that there are also believes that some social advantages such as

educational backgrounds, employments, revenues, an warranty are the keys for clients to

decide which services to use.

Lebow (1983) argues suggestions regarding direct relationship between socio-demographic

characteristics have been well documented. Some researchers suggested that the high levels

of patients’ satisfaction are significantly related to the patients’ standards of living, namely

the family income. While some others mentioned that age is the most noticeable independent

variable that usually has very close relationship with patients’ positive opinions about

services. They believe that the older the patients are, the higher the level of satisfaction they

will show while the younger the patients are, the lower the level of satisfaction they will give.

Last but not least, some researchers also stated that some patients tend to medical services

based on their reference groups’ ideas. For instance, if their group says this service is good to

use, they will be likely to decide to use this service rather than others.

Pasaribu (1996) Say that even though many trends of direct relationship between socio-

demographic characteristics and patients’ satisfaction are highly discussed among many

researchers, these independent variables are not used as the tool to predict the patients’

satisfaction in all cases. Sometimes, it is hard for the service providers to meet some patients’

high expectation. Some researchers have found out that the characters of socio demographic

factors vary vastly according to the actual aspects. The nature of patients’ expectation may be

widely different and complicated. One cannot base on a set of standard rules to satisfy

different groups of people and to expect that they will show a similar satisfaction level.

Therefore, significant factors around them might become effective tools to predict what they

really want. People with a low standard of living tend to experience a low level of health care

services when they have health problems. In addition, because they really have to work hard

to survive, they might not be able to follow more schedules of treatments. In some case, their

physicians do not treat them equally as the patients who have full coverage of insurance. This

factor unavoidably might lead them to have a low level of satisfaction.

Rodney et al; (1986) say that a significant trend is matching a low level of educational

background of the users with high level of satisfaction all over the world by satisfaction

research.

Thoma Perenger (1997) found that nervous effects from unclear reasons of health problems,

which patients have experienced, were suggested as a reason for patients to start their

visitation to hospital and even continue increasing the numbers of visitation in a period of

time. These effects are also said to be influenced by gender. It usually means that female

patients seem to pay more visitations to hospital than male ones. Dozens of research have

been done in order to find out the significant associations between socio-demographic

characteristics and the results of satisfaction researches in health care industry.

Setter (1996) found out that the trend of satisfaction seems to fall high on male respondents

rather than female respondents. Nonetheless, many other researches regarding patients’

opinion about services they have received provided statistical results that female patients

usually showed higher levels of satisfaction than male patients.

Doborah (1997) studied the concern about relationship between age groups and level of

satisfaction has also been studied. Some previous researchers have suggested that the older

respondents seem to give more scores to the service providers since they have been going

through the social services all their lives. They are said to be more understanding and

accepting than younger respondents who usually have less social and commercial experiences

of the real world and seem to judge things very quickly.

Wiadnyana et al; (1995) argue that more and more enthusiastic belief that age groups are

significant elements to predict a high level of satisfaction has been repeated over the times.

The elderly tends to be more satisfied that youngsters when they are receiving the same

services.

Channawangse et al ;( 1999) states that many reports have associated a low level of patients’

satisfaction with low family income. They say that people’s monthly incomes play important

roles in purchasing power of goods and services. It also classifies the users’ social status with

a set of standard quality of services, which is usually highly expected by the user of

healthcare services.

Sumtraprapoot (2000) in his study suggested that the respondents who have lower revenues

tended to have a higher level of satisfaction than those who have higher monthly incomes.

Normally, the patients who earned less revenue, experienced poor health conditions and it is

hard for them to get better health care services with less continuous follow-up through their

physicians. Moreover, they are thought to receive less care by physicians than those who

have been covered by any insurance schemes. All in all, they don’t have choices, but to feel

dissatisfied with the services provided.

Patients’ Experiences with Healthcare Service-

One significant dependent variable in the study of patients’ satisfaction is the patients’ own

experiences of the real service performances. This vital factor later also creates ones’ hopes

of receiving the same or a better quality of services than they get used to. People normally

base their judgment of the services on seeing, touching, listening, smelling and tasting than

the elements included in a set of quality service. For healthcare service, particularly patients

will decide whether they are low or highly satisfied with service through feeling the direct

elements of the services such as physical facility, physicians’ consultation and treatment skill,

nurses’ consoling skill, pharmacy service, registering service, and so on. Patients’ opinion

about qualify services would be instantly changed if the patient continuously experiences

same services with different ways of serving. Self involvement really matters in

determination of one’s’ way of perceiving quality of satisfaction regarding waiting time,

cleanliness, and the setting of infrastructure around.

Pasaribu(1996) stated that he found the causes of patients’ satisfaction, to be a low level of

quality of care and less amount drugs provided.

Physicians’ and Nurses’ Services-

Robert and Coale Redman (1987) found that physicians’ and nurses’ communication skills

with patients are the key components to a high level of patients’ satisfaction. In a research

done in Switzerland, physician-patient interaction has been suggested as the vital factor in

predicting patients’ satisfaction.

Afridi (2002) argue that likewise, way of raising voice, physical feeling, communication and

Personal behaviours of physicians really contribute in bringing a higher level of users’

satisfaction.

Barry(2001) mentioned in a study in Ireland that good interaction between physicians and

their patients is the milestone to reach clients’ satisfaction and continuous improvement of

quality of care Likun (1996).

Pharmacy, Registration and, Service Principles-

Additional services like pharmacy, registration and service flow are particularly mentioned to

significantly influence the level of patients’ satisfaction.

Phyunyathikum (1994) clarified in his research that the quality of pharmacy service including

numbers of personnel, rates of prescribing medicines and waiting time to receiving medicines

determine the result of patients’ satisfaction.

Accessibility to Healthcare Service-

Accessibility means physician-visiting structure, first-line reception, and availability of

different physicians, personal house visitation, and the follow-up visits. Many factors are

leading patients to feel frustrated when they are admitted to a hospital usually indicated as an

embarrassing aspect, is the absence of clinical staffs in any working shifts, especially at

night-time. Emergency cases can happen anytime without warning; therefore, punctual and

critical presence of necessary personnel must be under close monitoring.

Aday (1983) mentioned the trend of moving from public healthcare body to private one is

increasing day to day as the result of such neglect. Good communication and capability to

understand and share the feeling of others are now being perceived as the main aspects to

patients’ satisfaction. The activity of removing a person’s doubt or fear, capability to

understand and share the feeling of others, are among other significant factors to extend the

value of physician-patient interaction. However, a straight relationship between them and

satisfaction was not assured. Patients tend to give value to their physicians and nurses in term

of respects and friendly attitudes rather than technical matters. Removing a person’s doubt or

fear and capability to understand and share the feeling of others reflect the value of health

profession and are well recognized in treating patients with cancer.

Cockerham (1982) argued that demand for health care service is always there. Therefore,

healthcare service providers should be ready to serve anytime. Ease of accessing to health

care facilities has become a potential goal for policy makers throughout the world.

Nonetheless, attempt in conceptualize and assess the accessibility still vary based on people’s

perception.

Ross et al ;( 1993) findings provide evidences that most of the respondents decided to

prioritize clinical quality of care followed by physicians/nurses’ communication skills, and

ended up by the accessibility to healthcare facilities as their preferences. Likewise, the

respondents who prioritized the accessibility were from older-age group with a low

Educational background and low income.

Components of Patients’ Satisfaction-

The main elements of satisfaction proposed by the researcher in the Khmer-Soviet

Friendship Autonomous Hospital comprise of convenience, courtesy, and quality of care.

Convenience-

Convenience is defined as the comfort in approaching a set of standard quality of care such as

chances of seeing wanted physicians, adequate waiting time, ease of meeting the required

expectation and qualified services.

Kunarantnapruek and Boonpadoong (1989) mentioned that Users usually will come back to

receive services from where they used to be satisfied. Researchers can use this characteristic

to differentiate the quality of services provided. Furthermore, one main factor that should be

considered for predicting the level of convenience is waiting time.

Sriratanabul and Pimpakovit (1993) in a study of patients’ satisfaction in the Outpatient

Department of Chulalongkorn Hospital, argue that a significant factor led the majority of the

respondents to feel uncomfortable with the services provided was long waiting time. 83% of

the respondents showed positive feeling towards services provided in the department while

disappointed with very long waiting time to receiving services.

Likun(1996) mentioned waiting time services in a study of “Ways and Means to

Reduce the Waiting Time and Improve Patient Satisfaction”. He revealed that there was a

significant relationship between waiting time to receive service, and patients’ satisfaction

level. The majority of his respondents, 61% complained that waiting was not good for them.

Tessler et al ;( 1976) in a research in Ramathibodi Hospital, long waiting time was indicated

as the significant factor for a low level of satisfaction. There is a report that the Respondents

who were highly educated showed a low level of satisfaction in the Registration section while

similar effect also happened in the Pharmacy section.

Quality of Care-

Bashir and Armstrong (1991) argue that nowadays, hot issues like qualified health care

service and patients’ satisfaction are being crucially discussed throughout the world. Many

different institutions have adopted a means to reflect on their service providing. Hi-tech,

humanistic approach, educational backgrounds, communication, and means of transferring

qualified service quality to the patients constitute the vitality of patients’ satisfaction.

Donabedian(1993) suggests that Efficacy, effectiveness, efficiency, optimality, acceptability,

legitimacy, and equity are the seven main factors for patient satisfaction..

Williams and Calnan (1991) states significant changes in health care service evaluating and

enhancement are opening a new health care portrait for the service user. Formally accepted

principles and apparatus to assessing and improving of health care service users are dated to

the American College of Surgeon’s 1971, Hospital Standardization Program when it evolved

into the Joint Commission on Accreditation of Healthcare Organization Accreditation

Process.

Piyathida Sumtraprapoot (1997) mentions that a new trend in combining quality assurance

from other commercial industries with health care delivery strategies is the main indicator for

quality of care. Generally accepted and hi-tech methods of health care services have led the

industry to the contemporary way of qualified healthcare management.

Quality of hospital care was created by The American College of Surgeons as a fundamental

formula in 1933 and gradually this principle in 1917 became its hospital standardization

program. Furthermore, The Canadian Hospital Association with American College of

Physicians, The American Hospital Association, and American Medical Association has

established a Joint Commission on Accreditation of Hospital (JACHO) that originated the

criteria based audit method.

Garpenby (1999), Sweden written an article regarding Resource Dependency mainly

indicated the relationship between the aspect of national-level clinical profession and patient

satisfaction level. It also suggested that service quality advancement should be the main focus

in order not to lose the public expectation. He also mentioned that the health care framework

should be regarded as in other industries by characterizing its quality profession. An accepted

set of qualified standards of care such as accessibility, availability, personnel’s qualifications,

and mutual understanding are not only the significant factors considered by the management

level, but also by the users of the healthcare services who are normally called clients.

Courtesy-

Courtesy is usually defined by respect, attentiveness, and care shown by the clinical

personnel.

Assessment of Patient Satisfaction in Healthcare Service

Assessment of users’ satisfaction in healthcare services is a means of evaluating the

healthcare service performances by clinical personnel. In addition, it also indicates the

success and failure of service implementation and development in a way of perceived

services.

Barry et al; (2001) states that Patient satisfaction is a very complicated principle, which is

usually affected by some significant factors such as socio-demographic factors, personal

characters, physical and mental aspects, cause and effect of the services, and patients’

expectations

In spite of these complexes, ways of assessing patients’ satisfaction have been proposed as:

An accurate merging of consumers’ opinions about healthcare service for the sake of

quality improvement and assurance.

Marketing strategies regarding consumers’ satisfaction that have been introduced in

the health care industry.

Increasing the level of complying with treatment, originated from the vital study of

patients’ behaviours toward services.

By quality improvement, assessment of the patients’ satisfaction becomes a significant

educational process to find the developments that are inexpensive to make, have better

service performance and sets of qualified standards.

Theoretical Model for Constructing Conceptual Framework-

Aday and Anderson (1978) in the study of people’s satisfaction with health care delivery in

the United States of America from 1970 to 1975 pointed out six principles focusing on

patient satisfaction, and three of them are presented below:

1. Satisfaction in term of convenience:

- Waiting time to obtain service

- Available care when required

- Base of receiving care

2. Satisfaction in term of courtesy:

- Friendly and polite attitude of the service providers

- Provision of what is necessary for the welfare of a patient

3. Satisfaction in term of quality of care:

- The patients’ perception of the service performance.

In 1974, they also mentioned that patient satisfaction is the attitude of people who were

involved in the health care system that is different from the elements of the predisposing

variables, as it measures the people’s satisfaction against the amount of care and its quality.

Aday and Anderson (1983) Furthermore, also suggested that evaluation of the patient

satisfaction might be best performed in the form of relevant medical service seeking

behaviour, which is clear, up-to-date, and classifiable, in order to elicit the subjective

perception about access which points out the satisfaction with the convenience of service, its

correspondence and cost, courtesy of the servers, information the patients obtained about the

treatment, and the patients’ opinion based on the quality of care. Patients’ satisfaction is the

indicator of the outcome in a theoretical model of access, which indicated the use of the

services.

CHAPTER-4

RESEARCH DESIGN AND METHODOLOGY

The main objective of this research was to assess the level of patient satisfaction with

Medicine Outpatient Department’s services regarding physician –patient interaction; nurse-

patient interaction; and patients’ satisfaction in term of convenience, courtesy, and quality of

care of Fortis escorts hospital.

Measure the satisfaction of OPD (Outpatient Department) patients and identify the

strategies to help the hospital to increase their patient satisfaction scores and sustain

patient loyalty on a long-term basis in FORTIS ESCORTS hospital in Amritsar,

Punjab in India.

Specific objectives:

To assess the level of satisfaction with services provided by the Out Patient

Department in Fortis Hospital, Amritsar.

To identify the strategies to help the hospital to increase their patient satisfaction

scores.

To describe the patients opinions and suggestions on improving the services in OPD

of Fortis hospital, Amritsar.

Fortis Hospital, Amritsar, is a 154 bed multispecialty hospital with super specialty in Cardiac

Sciences. It commenced its operations way back in 2003 and since then have been a familiar,

trusted and comforting presence, ministering to the healthcare needs of the community.

Spread over 5 acre and are the only NABH accredited hospital in the region.

Study Design

A cross-sectional study design was employed on the designated date in the Outpatient

Department of the Fortis Hospital, Amritsar. This design is particularly aimed to find out the

levels of patients’ satisfaction and its significant relationships with socio-demographic

characteristics of the studied samples. Meanwhile, in order to achieve the set goals, a pre-

interviewed questionnaire adopted from a previous researcher has been comprehensively

justified, and applied, accordingly.

Study Population:

The Outpatient Department of the Fortis Hospital, Amritsar was selected as the study site.

Targeted samples were drawn from the patients who had visited the Outpatient Department of

Fortis Hospital, Amritsar at the time of data collection.

The patients matching the inclusion criteria are included in the study and were administered

the questionnaire during their visit to OPD of Fortis hospital

Sample Size and Sampling Technique:

The sample consists of 100 patients who attended the Outpatient Department of the Fortis

Hospital, Amritsar.

Ethical Consideration:

The patients were informed about the study before conducting the study and were told that

their participation will be voluntary.

Inclusion Criteria:

1. The outpatients of the Department whose age ranges are from 15 years to 85 years old.

2. The patients who were willing to give consent.

3. The patients who have at least visited Outpatient Department for times and pharmacy for 1

time.

4. The patients who were able to listen and understand local language.

Exclusion Criteria:

1. Patients who had mental problems.

2. Patients who needed emergency attention.

3. Patients who had not finished the interview process.

Socio-demographic Characteristics consisted of age, sex, marital status, occupation,

education and family size of the respondent. The age of the respondent counted in years on

last birth day. Age had four groups as follows-

15-30

30-45

45-60

60 and Above

Marital Status is whether the respondent was single, married, divorced, separated,

widow/widower. In this research we have four groups as single, married, widow/widower and

divorced/separated

Main Occupation is the nature of job of the respondent. For example

Student

Business

Agriculture

Government Employee

Private Employee

Others

Education is the academic or study qualification of the respondents. For example

Illiterate

Finished primary school

Finished secondary school

Finished Bachelors degree

Others

Family size is the total members of the family living in house hold of the respondent.

Number of visits is the Total number of visits to hospital so far (during last 6 months) by the

respondent. (≤median and > median)

Satisfaction is individual feelings or perceptions towards out-patient department health care

services and the extent to which these services met the need of users. The satisfaction was

used as a composite variable and its level was determined by assessing satisfaction of patient

for physical facilities, doctor service, nurse service, pharmacy service, registration service

and expenses and time convenience to hospital.

Percentages were calculated for predisposing factors (sex, age, marital status, education

attainment, occupation)

In order to determine level of satisfaction - respondents were asked 20 questions and Likert’s

five points rating scaling was used for measuring satisfaction. The rating was done as follow:

5-COMPLETELY SATISFIED

4-SOME WHAT SATISFIED

3-NEUTRAL

2-SOME WHAT DISSATISFIED

1 -COMPLETELY DISSATISFIED

In satisfaction part, five-point Likert ranking scale was used for all the questions. Satisfaction

was computed as follows-

For example the responses from the patients from the overall rating of satisfaction of physical

facilities (about the sitting chairs in the waiting area) in OPD were 40(5) completely satisfied,

39(4) somewhat satisfied, 3(3) neutral, 9(2)somewhat dissatisfied , and 9(1)completely

dissatisfied.

The total no. of responses was equal to 100.

Satisfaction score = [40x5+39x4+3x3+9x2+9x1]/100=3.92.

In this study we divide into two levels of satisfaction as high and low by using mean score as

the cut- off point as best criteria.(from Amin Khan Mandokhail 4937996 ADPM/M).

Standard deviation (SD) (represented by the Greek letter sigma, σ) shows how much

variation or dispersion from the average exists.

Calculated by the formula-

CHAPTER-5

DATA ANALYSIS AND RESULT

PATIENT SATISFACTION TOWARDS OPD SERVICES

This study was conducted to determine the patient satisfaction with health services at the out-

patient department (OPD) of Fortis Escorts Hospital, Amritsar.

One Hundred patients were interviewed at the out-patient department. The data were

collected from 31st January2013 to 12th February 2014, 18per day.

Study variables:

Independent variables-

Age

Gender

Marital status

Education level

Occupation

No. of family members

No. of visits to OPD.

Dependent variables-

Physical facilities

Doctors services

Nursing services

Pharmacy services

Registration services

Accessibility to OPD services

Convinces

Courtesy

The results were presented in tables and as well as descriptive form.

Socio-demographic characteristics of the patients-

For this study, socio-demographic characteristics were gender, age, marital status, education,

occupation and average no. of visits to the OPD.

Pie chart-1- Shows the Age of the respondent counted in years on last birth day.

Age had four groups as follows-

15 - 30were (3%), 30-45were (12%), 45-60were (43%) and 60 and above were (42%).

3%

12%

43%

42%

Distribution of responses with respect to age

15 to 3030 to 4545 to 60 Above 60

Pie chart-2- Shows the gender of the respondent’s males (66%) and females (34%).

66%

34%

Distribution of responses with respect to gender

MaleFemale

Pie chart-3- Shows the respondents’ marital status in four groups’ as single (2%), married

(92%),widow/widower (6%) and divorced/separated (0%).

2%

92%

6%

Distribution of responses with respect to mar-ital status

SingleMarriedWidow

Pie chart- 4- Shows the academic or study qualification of the respondents Illiterates (24%),

Finished primary school (20%),Finished secondary school (33%) and Finished Bachelors

degree (23%) .

24%

20%33

%

23%

Distribution of responses with respect to ed-ucation

IlliteratePrimary schoolSecondary schoolBachelors

Pie-chart-5- Shows the natures of job of the respondent Student (1%), Agriculture

(19%),Government Employee (18%), Private Employee (14 %) and others (48%).

19%

18%

14%

1%

48%

Distribution of responses with respect to oc-cupation

AgricultureGovt. employeePrivate employeeStudentOthers

Pie chart-6- Shows the total members of the family living in house hold of the respondent 4

or less (38%), between 5 and 7 (50%) and 8 or more (12%)

38%

50%

12%

Distribution of responses with respect to number of family members

4 or less

Between 5 and 7

8 or more

Pie chart-7- Shows the Total number of visits to hospital so far (during last 6 months) by the

respondent is (≤median and > median).

71%

29%

Distribution of responses with respect to number of visits

≤median> median

To determine level of satisfaction- respondents were asked 20 questions and Likert’s five

points rating scaling was used for measuring satisfaction. The rating was done as follow:

5-COMPLETELY SATISFIED

4-SOME WHAT SATISFIED

3-NEUTRAL

2-SOME WHAT DISSATISFIED

1 -COMPLETELY DISSATISFIED

The satisfaction level was divided into three groups’ high and low based on the scores of the

respondents.

In satisfaction part, five-point Likert ranking scale was used for all the questions. Then

median, standard deviation, maximum score and minimum score was calculated after

summing up the total score. Higher score was considered as 70-100 and low 69 -20.

PHYSICAL FACILITIES-

Table no-1-shows the distribution of the responses about the physical facilities at OPD of

Fortis Hospital-

Completely

Satisfied

Somewhat

Satisfied

Neutral Somewhat

Dissatisfied

Completely

Dissatisfied

a) Sitting chairs in

waiting area of the

OPD for the

patients

40 39 3 9 9

b) Waiting area

cleanliness

99 0 1 0 0

c) Drinking water

facility in the

waiting area of

OPD for patients

83 2 0 7 8

d) Toilets

cleanliness

69 24 6 1 0

About the sitting chairs in the waiting area of the OPD for the patients, out of 100 responses,

40 responded completely satisfied, 39 responded somewhat satisfied, 3 are neutral, 9

responded somewhat dissatisfied and 9 are completely dissatisfied.

Graph-1-Shows the distribution of responses about the sitting chairs in the waiting area of the

OPD for the patients-

completely satisfied

somewhat satisfied

neutral somewhat dissatisfied

completely dissatisfied

0

5

10

15

20

25

30

35

40

45

About sitting chairs in waiting area of OPD

About sitting chairs in waiting area of OPD

About the Waiting area cleanliness of the OPD, out of 100 responses, 99 responded

completely satisfied and1 is neutral.

Graph-2-Shows the distribution of responses about the Waiting area cleanliness of the OPD-

completely satisfied

somewhat satisfied

neutral somwwhat dissatisfied

completely dissatisfied

0

20

40

60

80

100

120

about waiting area cleanliness of OPD

about waiting area cleanliness of OPD

About Drinking water facility in the waiting area of OPD for patients, out of 100 responses,

83 responded completely satisfied, 2 responded somewhat satisfied, 7 responded somewhat

dissatisfies and 8 are completely dissatisfied.

Graph-3-Shows the distribution of responses about the Drinking water facility in the waiting

area of OPD for patients-

completely satisfied

somewhat satisfied

neutral somewhat dissatisfied

completely dissatisfied

0

10

20

30

40

50

60

70

80

90

About Drinking water facility in the waiting area of OPD

About Drinking water facility in the waiting area of OPD

About the cleanliness of the toilets of the OPD for the patients, out of 100 responses,

69responded completely satisfied, 24 responded somewhat satisfied, 6 are neutral and 1

responded somewhat dissatisfied.

Graph-4-Shows the distribution of responses about the cleanliness of the toilets of the OPD

for the patients

completely satisfied

somewhat satisfied

neutral somewhat dissatisfied

completely dissatisfied

0

10

20

30

40

50

60

70

80

About the cleanliness of the toilets of the OPD

About the cleanliness of the toilets of the OPD

DOCTOR SERVICES

Table no-2-shows the distribution of the responses about the doctor services at OPD of Fortis

Hospital-

Completely

Satisfied

Somewhat

Satisfied

Neutral Somewhat

Dissatisfied

Completely

Dissatisfied

a) Doctor spending

enough time with

you

98 2 0 0 0

b) Doctor giving

you the

opportunity to

discuss your

treatment with him

98 2 0 0 0

From the past experience, about the Doctor spending enough time with patient, out of 100

responses, 98 responded completely satisfied and 2 responded somewhat satisfied.

Graph-5-Shows the distribution of responses about the Doctor spending enough time with

patient-

completely satisfied

somewhat dissatisfied

neutral somewhat dissatisfied

completely dissatisfied

0

20

40

60

80

100

120

About the Doctor spending enough time with patient

About the Doctor spending enough time with patient

From the experience, doctor giving you the opportunity to discuss the treatment, out of 100

responses, 98 responded completely satisfied and 2 responded somewhat satisfied.

Graph-6-Shows the distribution of responses about the doctor giving you the opportunity to

discuss the treatment

completely satisfied

somewhat satisfied

neutral somewhat dissatisfied

completely dissatisfied

0

20

40

60

80

100

120

About the Doctor, giving you the opportunity to discuss your treatment with him

About the Doctor, giving you the opportunity to discuss your treatment with him

NURSING SERVICES-Table no-3-shows the distribution of the responses about the nursing

services at OPD of Fortis Hospital

Completely

Satisfied

Somewhat

Satisfied

Neutral Somewhat

Dissatisfied

Completely

Dissatisfied

a) Nurse listening

to your health

problem and

explaining to you

any treatment that

you need

72 24 2 2 0

b) Helpfulness of

the nurses

to you

100 0 0 0 0

From the past experience, about the Nurses listening to your health problem and explaining

patient any treatment that needed out of 100 responses, 72responded completely satisfied, 24

responded somewhat satisfied, 2 are neutral and 2 responded somewhat dissatisfied.

Graph-7-Shows the distribution of responses about the Nurses listening to your health

problem and explaining patient any treatment that needed-

completely satisfied

somewhat satisfied

neutral somewhat dissatisfied

completely dissatisfied

0

10

20

30

40

50

60

70

80

About the Nurses listening to your health prob-lem and explaining patient any treatment that

needed

About the Nurses listening to your health problem and explaining pa-tient any treatment that needed

From the past experience, about the Helpfulness of the nurses out of 100 responses,

100responded completely satisfied.

Graph-8-Shows the distribution of responses about the Helpfulness of the nurses-

completely satisfied

somewhat satisfied

neutral somewhat dissatisfied

completely dissatisfied

0

20

40

60

80

100

120

About the Helpfulness of the nurses

About the Helpfulness of the nurses

PHARMACY SERVICES-

Table no-4-shows the distribution of the responses about the pharmacy services at OPD of

Fortis Hospital-

Completely

Satisfied

Somewhat

Satisfied

Neutral Somewhat

Dissatisfied

Completely

Dissatisfied

a) Costs of the

drugs for you in

the pharmacy

28 28 16 13 15

b) Communication

skills of the

pharmacists

100 0 0 0 0

From the past experience, about the appropriateness of Costs of the drugs for you in the

pharmacy, out of 100 responses, 28 responded completely satisfied, 28 responded somewhat

satisfied, 16 are neutral, 13 responded somewhat dissatisfied and 15 are completely

dissatisfied.

Graph-9-Shows the distribution of responses about the appropriateness of Costs of the drugs-

completely satisfied

somewhat dissatisfied

neutral somewhat dissatisfied

completely dissatisfied

0

5

10

15

20

25

30

About the appropriateness of Costs of the drugs for you in the pharmacy

About the appropriateness of Costs of the drugs for you in the pharmacy

From the past experience, about the, Communication skills of the pharmacists out of 100

responses, 100 are completely satisfied.

Graph-10-Shows the distribution of responses about the about the, Communication skills of

the pharmacists-

completely satisfied

somewhat satisfied

neutral somewhat dissatisfied

completely dissatisfied

0

20

40

60

80

100

120

About the Communication skills of the pharmacists

About the Communication skills of the pharmacists

REGISTRATION SERVICE

Table no-5-shows the distribution of the responses about the registration services at OPD of

Fortis Hospital-

Completely

Satisfied

Somewhat

Satisfied

Neutral Somewhat

Dissatisfied

Completely

Dissatisfied

a) Registration staff

available in OPD

65 24 0 8 3

b) Cooperativeness

of registration staff

99 0 0 1 0

From the past experience, about the Registration staff available in OPD, out of 100 responses,

65 responded completely satisfied, 24 responded somewhat satisfied, 8 responded somewhat

dissatisfied and 3 are completely dissatisfied.

Graph-11-Shows the distribution of responses about the about the Registration staff available

in OPD-

completely satisfied

somewhat satisfied

neutral somewhat dissatisfied

completely dissatisfied

0

10

20

30

40

50

60

70

About the Registration staff available in OPD

About the Registration staff available in OPD

From the past experience, about the Cooperativeness of registration staff, out of 100

responses, 99 responded completely satisfied and 1 responded somewhat dissatisfied.

Graph-12-Shows the distribution of responses about the about the Cooperativeness of

registration staff-

completely satisfied

somewhat satisfied

neutral somewhat dissatisfied

completely dissatisfied

0

20

40

60

80

100

120

About the Cooperativeness of registration staff

About the Cooperativeness of reg-istration staff

WAITING TIME

Table no-6-shows the distribution of the responses about the waiting time at OPD of Fortis

Hospital-

Completely

Satisfied

Somewhat

Satisfied

Neutral Somewhat

Dissatisfied

Completely

Dissatisfied

a) Waiting time

before meeting the

doctor for you

62 0 5 33 0

From the past experience, about the Waiting time before meeting the doctor for patient , out

of 100 responses, 62 responded completely satisfied, 5 are neutral and 33 responded

somewhat dissatisfied.

Graph-13-Shows the distribution of responses about the Waiting time before meeting the

doctor-

completely satisfied

somewhat satisfied

neutral somewhat dissatisfied

completely dissatisfied

0

10

20

30

40

50

60

70

About the Waiting time before meeting the doctor for patient

About the Waiting time before meeting the doctor for patient

SERVICE PROCESS

Table no-7-shows the distribution of the responses about the service process at OPD of Fortis

Hospital-

Completely

Satisfied

Somewhat

Satisfied

Neutral Somewhat

Dissatisfied

Completely

Dissatisfied

a) Service process of

registration

99 0 0 1 0

From the past experience, about the Service process of registration, out of 100 responses, 99

responded completely satisfied and 1 somewhat dissatisfied.

Graph-14-Shows the distribution of responses about the Service process of registration-

com

plete

ly sa

tisfied

som

ewhat

satisfi

ed

neutr

al

som

ewhat

diss

atisfi

ed0

20

40

60

80

100

120

About the Service process of registration

About the Service process of reg-istration

WORKING HOURS OF OPD SEVICES

Table no-8-Shows the distribution of the responses about the working hours of OPD in Fortis

Hospital-

Completely

Satisfied

Somewhat

Satisfied

Neutral Somewhat

Dissatisfied

Completely

Dissatisfied

a) Medical staff

availability during

the working hours of

OPD

91 0 2 7 0

From the past experience, about the Medical staff availability during the working hours of

OPD, out of 100 responses, 91 responded completely satisfied, 2 are neutral and 7 somewhat

dissatisfied.

Graph-15-Shows the distribution of responses about the Medical staff availability during the

working hours of OPD-

completely satisfied

somewhat dissatisfied

neutral somewhat dissatisfied

completely dissatisfied

0

10

20

30

40

50

60

70

80

90

100

About the Medical staff availability during the working hours of OPD

About the Medical staff availabil-ity during the working hours of OPD

CONVENIENCE

Table no-9-shows the distribution of the responses about the convenience OPD of Fortis

Hospital-

Completely

Satisfied

Somewhat

Satisfied

Neutral Somewhat

Dissatisfied

Completely

Dissatisfied

a) Ease of finding

OPD section in

hospital for you

100 0 0 0 0

b) In terms of

expenses and time

convenience of

going from your

house to OPD

26 25 2 24 23

From the past experience, about the, Ease of finding OPD section in hospital for you out of

100 responses, 100 are completely satisfied.

Graph-16-Shows the distribution of responses about the Ease of finding OPD section in

hospital-

completely satisfied

somewhat satisfied

neutral somewhat dissatisfied

completely dissatisfied

0

20

40

60

80

100

120

About the Ease of finding OPD section in hos-pital

About the Ease of finding OPD section in hospital

From the past experience, about (In terms of) expenses and time convenience of going from

your house to OPD, out of 100 responses, 26 responded completely satisfied, 25 responded

somewhat satisfied, 2 are neutral, 24 responded somewhat dissatisfied and 23 are completely

dissatisfied.

Graph-17-Shows the distribution of responses about the (In terms of) expenses and time

convenience of going from your house to OPD-

completely satisfied

somewhat satisfied

neutral somewhat dissatisfied

completely dissatisfied

0

5

10

15

20

25

30

About (In terms of) expenses and time con-venience of going from your house to OPD

About (In terms of) expenses and time convenience of going from your house to OPD

COURTESY

Table no-10-shows the distribution of the responses about the courtesy-

Completely

Satisfied

Somewhat

Satisfied

Neutral Somewhat

Dissatisfied

Completely

Dissatisfied

a) Friendliness and

readiness of doctor

to help

100 0 0 0 0

b) Courtesy from

nursing staff

97 0 2 1 0

c) Privacy from

doctors and nurses

during the

examination

98 2 0 0 0

From the past experience, about the, Friendliness and readiness of doctor to help out of 100

responses, 100 are completely satisfied.

Graph-18-Shows the distribution of responses about the, Friendliness and readiness of doctor

to help-

completely satisfied

somewhat satisfied

neutral somewhat dissatisfied

completely dissatisfied

0

20

40

60

80

100

120

About the Friendliness and readiness of doctor to help

About the Friendliness and readiness of doctor to help

From the past experience, about Courtesy from nursing staff, out of 100 responses, 97

responded completely satisfied, 2 are neutral and 1 responded somewhat dissatisfied.

Graph-19-Shows the distribution of responses about the Courtesy from nursing staff-

completely satisfied

somewhat satisfied

neutral somewhat dissatisfied

completely dissatisfied

0

20

40

60

80

100

120

About Courtesy from nursing staff

About Courtesy from nursing staff

From the past experience, about the, Privacy from doctors and nurses during the examination

out of 100 responses, 98 are completely satisfied and 2 are somewhat satisfied.

Graph-20-Shows the distribution of responses about the Privacy from doctors and nurses

during the examination-

completely satisfied

somewhat satisfied

neutral somewhat dissatisfied

completely dissatisfied

0

20

40

60

80

100

120

About the Privacy from doctors and nurses dur-ing the examination

About the Privacy from doctors and nurses during the examina-tion

After the data analysis the results are-

PHYSICAL FACILITIES

Table –no- 1- Shows the satisfaction scores obtained about the physical facilities-

Completely

Satisfied

5

Somewhat

Satisfied

4

Neutral

3

Somewhat

Dissatisfied

2

Completely

Dissatisfied

1

Satisfaction score

a) Sitting chairs

in waiting area of

the OPD for the

patients

40 *5=200 39*4=156 3*3=9 9*2=18 9*1=9 (200+156+9+18+9)

/100=3.92

b) Waiting area

cleanliness

99 0 1 0 0 4.98

c) Drinking water

facility in the

waiting area of

OPD for patients

83 2 0 7 8 4.45

d) Toilets

cleanliness

69 24 6 1 0 4.61

Satisfaction Score for the physical facilities provided in OPD of Fortis Escorts for the Sitting

chairs in waiting area of the OPD for the patients is 3.92 , for waiting area cleanliness is

4.98 , for the drinking water facility in the waiting area of OPD for patients is 4.45, for the

toilets cleanliness is 4.61.

DOCTOR SERVICES

Table –no- 2- Shows the satisfaction scores obtained about the doctor services-

Completely

Satisfied

5

Somewhat

Satisfied

4

Neutral

3

Somewhat

Dissatisfied

2

Completely

Dissatisfied

1

Satisfaction

score

a) Doctor spending

enough time with

you

98 2 0 0 0 4.98

b) Doctor giving

you the

opportunity to

discuss your

treatment with him

98 2 0 0 0 4.98

Satisfaction Score for the doctor services in OPD about the Doctor spending enough time

with patient is 4.98 and about the Doctor giving the opportunity to discuss your treatment

with patient is 4.98

NURSING SERVICES

Table –no- 3- Shows the satisfaction scores obtained about the nursing services-

Completely

Satisfied

5

Somewhat

Satisfied

4

Neutral

3

Somewhat

Dissatisfied

2

Completely

Dissatisfied

1

Satisfaction

score

a) Nurse listening 72 24 2 2 0 4.66

to your health

problem and

explaining to you

any treatment that

you need

b) Helpfulness of

the nurses

to you

100 0 0 0 0 5.00

Satisfaction Score for the Nursing services in OPD about the Nurse listening to patient health

problem and explaining any treatment that patient needs is 4.66 and about the Helpfulness of

the nurses is 5.00.

PHARMACY SERVICES

Table –no- 4- Shows the satisfaction scores obtained about the pharmacy services-

Completely

Satisfied

5

Somewhat

Satisfied

4

Neutral

3

Somewhat

Dissatisfied

2

Completely

Dissatisfied

1

Satisfaction

score

a) Costs of the

drugs for you in

the pharmacy

28 28 16 13 15 3.41

b) Communication

skills of the

pharmacists

100 0 0 0 0 5.00

Satisfaction Score for the Pharmacy services in OPD about the costs of the drugs in pharmacy

is 3.14 and about the communication skills of the pharmacists is 5.00.

REGISTRATION SERVICE

Table –no- 6- Shows the satisfaction scores obtained about the registration service-

Completely

Satisfied

5

Somewhat

Satisfied

4

Neutral

3

Somewhat

Dissatisfied

2

Completely

Dissatisfied

1

Satisfaction

score

a) Registration staff

available in OPD

65 24 0 8 3 4.40

b) Cooperativeness

of registration staff

99 0 0 1 0 4.97

Satisfaction Score for the Registration services in OPD about the registration staff availability

in OPD is 4.40 and about the cooperativeness of the registration staff is 4.97.

WAITING TIME

Table –no- 7- Shows the satisfaction scores obtained about the waiting time-

Completely

Satisfied

5

Somewhat

Satisfied

4

Neutral

3

Somewhat

Dissatisfied

2

Completely

Dissatisfied

1

Satisfaction

score

a) Waiting time

before meeting the

62 0 5 33 0 3.91

doctor for you

Satisfaction Score for the waiting time before meeting the doctor in OPD is 3.91

SERVICE PROCESS

Table –no- 8- Shows the satisfaction scores obtained about the service process-

Completely

Satisfied

5

Somewhat

Satisfied

4

Neutral

3

Somewhat

Dissatisfied

2

Completely

Dissatisfied

1

Satisfaction

score

a) Service process of

registration

99 0 0 1 0 4.97

Satisfaction Score for the Service process of registration in OPD is 4.97.

WORKING HOURS OF OPD SEVICES

Table –no- 8- Shows the satisfaction scores obtained about the working hours of OPD-

Completely

Satisfied

5

Somewhat

Satisfied

4

Neutral

3

Somewhat

Dissatisfied

2

Completely

Dissatisfied

1

Satisfaction

score

a) Medical staff

availability during

the working hours of

OPD

91 0 2 7 0 4.75

Satisfaction Score for the medical staff availability during working hours in OPD is 4.75.

CONVENIENCE

Table –no- 9- Shows the satisfaction scores obtained about the convenience-

Completely

Satisfied

5

Somewhat

Satisfied

4

Neutral

3

Somewhat

Dissatisfied

2

Completely

Dissatisfied

1

Satisfaction

score

a) Ease of finding

OPD section in

hospital for you

100 0 0 0 0 5.00

b) In terms of

expenses and time

convenience of

going from your

house to OPD

26 25 2 24 23 3.07

Satisfaction Score for the Ease of finding OPD section for the patient is 5.00 and In terms of

expenses and time convenience of going from patient house to OPD is 3.07.

COURTESY

Table –no-10- Shows the satisfaction scores obtained about the courtesy-

Completely

Satisfied

5

Somewhat

Satisfied

4

Neutral

3

Somewhat

Dissatisfied

2

Completely

Dissatisfied

1

Satisfaction

score

a) Friendliness and

readiness of doctor

to help

100 0 0 0 0 5.00

b) Courtesy from

nursing staff

97 0 2 1 0 4.93

c) Privacy from

doctors and nurses

during the

98 2 0 0 0 4.98

examination

Satisfaction Score for the friendliness of doctor to help is 5.00, about the Courtesy from

nursing staff is 4.93 and about the Privacy from doctors and nurses during the examination is

4.98.

The Mean is calculated from the scores of satisfaction and is 4.59.Minimum Score is 3.07

Maximum Score is 5.00.The standard deviation SD is calculated and found to be 0.56.

High satisfaction is considered when score is found to be greater than the mean using best

criteria. (High Satisfaction >Mean) (i.e. >4.59)

Low satisfaction is considered when score is found to be less than the mean using best

criteria. (Low satisfaction <Mean) (i.e. <4.59)

Satisfaction Frequency Percentage

High Satisfaction >4.59 70 70

Low <4.59 30 30

CHAPTER-5- CONCLUSION

Patient attending each hospital are responsible for spreading the good image of hospital and

therefore satisfaction of patients attending the hospital is equally important for hospital

management.

Patient satisfaction is the key indicator that can reflect the health service quality at any level

of health care facilities.

The objectives of this study were to assess the level of patient satisfaction towards OPD

services in Fortis Escorts, Amritsar.

The patient satisfaction was concerned with components-

The patient satisfaction was Socio-demographic characteristics of the patients,

Experiences of patients about medicine outpatient department

a. Physical facilities,

b. Physician-patient interaction,

c. Nurse-patient interaction,

d. Experiences with pharmacy,

e. Experiences with Registration.

Accessibility to Medicine Outpatient Department

a. Waiting time,

b. Working schedule,

c. Service procedure.

Patient Satisfaction towards Outpatient Department

a. Accessibility,

b. Courtesy,

c.Quality of care, and last but not least

Suggestion and comment for the improvement of Outpatient department.

Independent variables were predisposing factors such as age, gender, education level,

occupation, and marital status, no. of visits to OPD and no. of members in their family.

A structured questionnaire was used as a study instrument for data collection.

The results were presented by using frequency, percentage, minima, maxima, mean, median

and standard deviation.

The result revealed that the age of the patients was in between 15 - 30were (3%), 30-45 were

(12%), 45-60 were (43%) and 60 and above were (42%).The male respondents are about

(66%) and females are (34%). Marital status of the respondents are single (2%), married

(92%), widow/widower (6%) and divorced/separated (0%). The academic or study

qualification of the respondents are Illiterates are( 24%),Finished primary school are

(20%),Finished secondary school are (33)% and Finished Bachelors degree are( 23%).

The natures of job of the respondent Student are (1%), Agriculture are (19%) Government

Employees are (18%), Private Employees are (14 %) and others are (48%).

The total members of the family living in house hold of the respondent 4 or less are (38%),

between 5 and 7 are (50%) and 8 or more are (12%).

Total number of visits to hospital so far (during last 6 months) by the respondent is [≤median

(29%) and > median (71%)].

The result of overall satisfaction level showed that the patients with high satisfaction and low

satisfaction were 70% and 30% respectively.

Regarding the distribution of satisfaction level about the physical facilities, it was found that

patients showed low satisfaction (3.92) regarding the in waiting area Sitting chairs of the

OPD for the patients, regarding the waiting area cleanliness they are highly satisfied (4.98),

regarding the drinking water facility in the waiting area of OPD they showed low satisfaction

(4.45) and regarding the toilets cleanliness are highly satisfied (4.61).

The distribution of satisfaction level about the doctor services in OPD, it was found that

regarding the Doctor spending enough time with patient they are highly satisfied (4.98)and

regarding the Doctor giving the opportunity to discuss the treatment with patient they are

highly satisfied (4.98).

The distribution of satisfaction level about the Nursing services in OPD, regarding the Nurse

listening to patient health problem and explaining any treatment that patient needs they are

highly satisfied (4.66) and regarding the Helpfulness of the nurses they are highly satisfied

(5.00).

The distribution of satisfaction level about the Pharmacy services in OPD, regarding the costs

of the drugs in pharmacy, they showed low satisfaction (3.14) and regarding the

communication skills of the pharmacists they are highly satisfied (5.00).

The distribution of satisfaction level about the Registration services in OPD, regarding the

registration staff availability in OPD they showed low satisfaction (4.40) and regarding the

cooperativeness of the registration staff they are highly satisfied (4.97).

Regarding the waiting time before meeting the doctor in OPD they showed low satisfaction

(3.91).

Regarding the Service process of registration in OPD patients are highly satisfied (4.97).

Regarding the medical staff availability during working hours in OPD they are highly

satisfied (4.75).

The distribution of satisfaction level about the convenience, regarding the Ease of finding

OPD section for the patient they are highly satisfied (5.00) and they showed low satisfaction

(3.07) in terms of expenses and time convenience of going from patient house to OPD.

The distribution of satisfaction level about the courtesy, regarding the friendliness of doctor

to help they are highly satisfied (5.00), regarding the Courtesy from nursing staff they are

highly satisfied (4.93) and regarding the Privacy from doctors and nurses during the

examination highly satisfied (4.98).

Patients provided suggestions and comments which were mostly concerned regarding the

sitting chairs in the waiting area of the OPD for the patients and the drinking water facility in

the waiting area of OPD for improvement, also regarding the costs of the drugs in pharmacy,

registration staff availability in OPD, the waiting time before meeting the doctor finally in

terms of expenses and time convenience of going from patient house to OPD they are

expecting improvement in these areas.

RECOMMENDATIONS

Recommendations which were mostly concerned regarding in terms of expenses and time

convenience of going from patient house to OPD is first priority area for the improvement.

Second priority area to be improved is the costs of the drugs in pharmacy of OPD.

The provisions for reducing the waiting time before meeting the doctor is the third priority

area for the improvement.

There after comes the sitting chairs in the waiting area of the OPD for the patients should be

increased specially during the peak rush hours in the OPD.

Provision for the adequate Drinking water facility in the waiting area of OPD should be

made.

Finally the Registration staff availability in OPD must be improved.

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APPENDICIES

RESEARCH INSTRUMENT

The research instrument used by the researcher in collecting data was a pre structured

questionnaire –

Socio-demographic characteristics of the patients,

Experiences of patients about medicine outpatient department

a. Physical facilities,

b. Physician-patient interaction,

c. Nurse-patient interaction,

d. Experiences with pharmacy,

e. Experiences with Registration.

Accessibility to Medicine Outpatient Department

a. Waiting time,

b. Working schedule,

c. Service procedure.

Patient Satisfaction towards Outpatient Department

a. Accessibility,

b. Courtesy,

C.Quality of care, and last but not least

Suggestion and comment for the improvement of Outpatient department.

QUESTIONNAIRE

PATIENT SATISTACTION TOWARDS OPD- SERVICES

Your response will be for the purpose of research and will not be exposed to any other

purpose. The information provides will help in improving the services of health care.

Therefore honesty on the part of respondent is expected.

SERIAL NO: ___________

DATE OF THE INTERVIEW: ________________

PART –A -SOCIO DEMOGRAPHIC FACTORS:

1. What is your gender?

Male Female

2. What is your Age? __________

3. What is your marital status?

Single Married

Widow Separated

4. What is your highest educational level?

Illiterate Finished primary school

Finished secondary school Finished vocational degree

Finished bachelors degree If other _____________

5. What is your current occupation?

Unemployed Govt. employed

Labour Non- govt. employed

Agriculture Student

Others________

5. What is the total members currently living in your family? _____________

6. Total number of visits to hospital so far (during last 6 months)? ___________

PART-B: EXPERIENCE OF PATIENT ABOUT OPD SERVICES IN FORTIS

1- COMPLETELY SATISFIED

2- SOME WHAT SATISFIED

3 -NEUTRAL

4 - SOME WHAT DISSATISFIED

5 - COMPLETELY DISSATISFIED

PHYSICAL FACILITIES –

7. From your past experience, are there 1 2 3 4 5

enough sitting chairs and toilets in waiting

area of the OPD for the patients?

8. From your past experience, is the waiting 1 2 3 4 5

area clean?

9. From your past experience, is there drinking

water facility in the waiting area of OPD 1 2 3 4 5

for patients?

10. From your past experience, are the toilets 1 2 3 4 5

clean?

DOCTORS SERVICES-

11. From your past experience, did the doctor 1 2 3 4 5

spend enough time with you?

12. From your past experience, did the doctor 1 2 3 4 5

give you the opportunity to discuss

Your treatment with him?

13. From your past experience, are there enough 1 2 3 4 5

doctors in OPD?

NURSING SERVICES-

14. From your past experience, did the nurse 1 2 3 4 5

listened to your health problem and

explained to you any treatment that you need?

15. From your past experience, are the nurses 1 2 3 4 5

helpful to you?

PHARMACY SERVICES-

16. From your past experience, were the 1 2 3 4 5

drugs expensive in the pharmacy?

17. From your past experience, did the 1 2 3 4 5

pharmacists show good communication skills?

REGISTRATION SERVICE-

18. From your past experience, was there 1 2 3 4 5

enough registration staff in OPD?

19. From your past experience, is the 1 2 3 4 5

registration staff co operative?

PART-C – ACCESSIBILITY TO OPD SERVICES AT FORTIS HOSPITAL-

WAITING ROOM-

20. Does the waiting time for receiving, 1 2 3 4 5

OPD card registration is appropriate for you?

SERVICE PROCESS-

21. Does the service process of registration is 1 2 3 4 5

fast , simple and trouble free for you?

WORKING HOURS OF OPD SEVICES-

22. Does the required medical staff were 1 2 3 4 5

available during the working hours of OPD?

PART-D - PATIENT SATISFACTION TOWARDS OPDSERVICES-(JUST TICK -

SATISFACTORY / NOT SURE / UNSATISFACTORY)

CONVIENCE-

23. The ease of finding OPD section in 1 2 3 4 5

hospital for you?

24. In terms of expenses and time convenience

of going from your house to OPD? 1 2 3 4 5

COURTESY-

25. The friendliness and readiness of doctor 1 2 3 4 5

to help?

26. The courtesy from nursing staff? 1 2 3 4 5

27. The privacy from doctors and nurses 1 2 3 4 5

during the examination?

THANK YOU FOR SPENDING TIME TO ANSWER THIS QUESSIONNAIRE

PATIENT SATISFACTION TOWARDS THE OPD (OUT PATIENT DEPARTMENT)

A STUDY AT FORTIS ESCORTS HOSPITAL, AMRITSAR

Submitted To: Submitted By:

Dr. Shelly Mahajan Sneha Vennu

Department of Sports Medicine and Physiotherapy

Guru Nanak Dev University

Amritsar