Exploring attributes influencing patient satisfaction in a group of hospitals

Abstract

Introduction: The main purpose of hospitals is to provide quality care to their clientele. Many studies have been conducted to assess patient satisfaction and suggest measures to improve patient satisfaction in government and private hospitals. This study was conducted in a different setting with the aim to assess patient satisfaction in a group of hospitals exclusively for their entitled clientele. Materials and Methods: The study was a questionnaire-based observational study conducted in nine hospitals belonging to one central administration. The questions pertained to five domains. The data were collected on a numerical scale and the weighted average was calculated for each question. Results: A total of 2850 patients were administered with questionnaire. About 95% of patients were satisfied with services provided by the hospitals. The strengths of the hospitals were the general cleanliness and the way the medical and paramedical staff treat their patients. The weaknesses were the waiting period at reception and to see the doctor as well as the quality of food provided to the inpatients. Conclusion: This study has brought out that a large percentage of patients were satisfied with the services provided by the hospitals. The analysis has facilitated the administrator to know the strengths of the hospitals as well as to identify the weaknesses. It is essential that the administration of the hospitals addresses the weaknesses to further improve the patient satisfaction. In conclusion, it is recommended that patient satisfaction surveys should be part of the Standard Operating Procedure of all health-care facilities and the same should be an ongoing process rather than a one-time measure.

Keywords

• hospitals
• infrastructure
• medical care
• patient satisfaction
• personal care
• waiting period