chapter 3 to conclusion

8/13/2019 Chapter 3 to Conclusion

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CHAPTER-I

INTRODUCTION

Healthcare scenario is fast changing all over the world. Hospital is an instituteproviding medical treatment for sick or injured people. With the changing era the concept

of hospital is being changed. Hospitals are complex to manage where the highest caliber

and best informed management is required an integral part of a social and medical

organization which provides the population a complete health care, both curtain and

preventive service. The hospital is also a centre for the training of health workers and bio

social research. !n the present decade !ndia has emerged as a leader in information

technolog" and more great studies in space technolog", and there has been a tremendous

progress in the medical field. The improved econom" has enabled the development of

new well equipped hospital in man" !ndian cities, which can provide medical services.

!ndian doctors and nurses are highl" skilled and possess expertise to carr" out best

available medical treatment.

#lobalization and privatization have also changed the functioning of the

healthcare s"stem. Toda" !ndian health care industr" is business driven and we can see

entr" of all sorts of service providers to be a part of this massive multi crore business,

growing at the rate of $%& annuall". The privative health network is spreading fast

throughout the countr". 'conomical, political, social, environmental and cultural factor

influence the health care and the deliver" of the health care services. (lowl" but surel"

the health care market is changing from being primaril" a seller)s market to bu"er)s

market.

!ndia is the hub for qualit" healthcare services and neighboring countries like

West *engal, (rilanka and +iddle 'ast ountries are flooding to !ndia for medical

treatment onl" because of qualit" health care services available in !ndia. !ndia has a good

setup of experienced and qualified medical professionals. 'ver" aspects of treatment in

!ndia is as good as in the developed countries, and !ndia has the potential in several other

aspects such as qualit" man power clinical and medical training access to latest

technolog" nature pharmaceutical industr" .

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1.1 STATEMENT OF THE PROBLEM

oimbatore is a highl" industrialized area within a fifteen kms radius of the cit"

there are about five specialized e"e care hospitals man" smaller e"e clinics and private

practitioners in addition to a large number of multi specialt" hospitals which can also

provide e"e care service under such highl" competitive circumstances it is imperative to

maintain a high level of patient satisfaction in order to maintain the exiting patient base

and to attract more patients in the "ears to come.

The patients are faced with man" problems like difficult diagnosis, high cost of

treatment unnecessar" medical practices. !n this context it is appropriate to identif" the

factors which influence the patient satisfaction towards hospital services and the reason

for the patient preference of one hospital over the other.

1.2 SCOPE OF THE STUDY

onsumer needs can be fulfilled based on their requirements and interest. !n

health care industr" ever" hospital has to satisf" the needs and their requirements. The

present scenario is that the consumers are giving more importance for recover" than

comfortable facilities from the highl" sophisticated hospitals. !n this juncture an attempt

was made to stud" the role of -asan '"e care hospital to fulfill the needs and wants of

the consumers and the extent the hospitals are concentrating innovative practice towards

the patients.

1.3 OBJECTIVES OF THE STUDY

To identif" the factors influencing the patients in opting the -asan '"e care

hospital.

To know the patient respondents on the customer care services provided b"

the hospital.

To evaluate the level of satisfaction of the respondents in utilizing the -asan

'"e care services.

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1.4 RESEARCH METHODOLOGY

Area ! "#e $"%&'

The area of the stud" is oimbatore district.

Per(& ! $"%&'

The surve" to the patient satisfaction towards service qualit" in hospitals lasted

for a period of four months /ecember 01$$ 2 +arch 01$03

Sa)*+(, $(e

The size of the samples selected for the stud" is $41 consumers of oimbatore

cit".

S%r/e$ ! &a"a

The natures of the stud" involve both primar" and secondar" data. The primar"

data were collected from the patients b" using questionnaire. The secondar" data were

collected from various journals, magazines and books.

T+$ a,& "e/#,(0%e$

The following statistical tools used

(imple percentage anal"sis

567-5

ttest

orrelation

8endall)s coefficient of concordance

1. LIMITATIONS OF THE STUDY

5s this stud" is confirmed to the patients of oimbatore cit", this report is

applicable to oimbatore cit" alone.

The stud" is conducted to know the facilities available to both the !npatient and

7utpatient.

(ample size has been restricted to $41 samples due to time constraints.

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1. REVIE OF LITERATURE

Me#"a 255161!n his stud" impact of emplo"ee involvement on the effectiveness

of Health !nformation Technolog".9oints out that training effectiveness s department on

towards considerations .:irstl" trainers are full" responsible for training. !f the emplo"ees

do not show the result, the trainer should be held accountable for it. (econdl" training

effectiveness depends on the kind of atmosphere.

C#%7e'8 R.R 255232!n his stud" reports on hospital securit" and maintenance

service Hospital is an organization which provides relief and care for sickness and

disease. 5dequate protection of hospital assets and personnel in addition to the patients

and attendants is a ver" important issue. (afel" and securit" services are mandator" in a

hospital as it is important public place delivering health care to the communit".

A.9.S(:a;%)ar 2553635ccording to his stud" improving patient satisfaction in

hospital care settingsan important factor in assessing patient satisfaction communit" '"e

health discuss that the preparation of patient satisfaction questionnaire is based on

textbooks one)s own perception ; similar forms used at other hospitals. This processoften reflects the providers) perception of factors influencing satisfaction perpetuating

their shortcomings and not adequatel" dealing with necessar" cultural social variations.

Da'a, 255434!n his stud" service ethic compatible with professionalism there is

growing interest to measure patient satisfaction and collect the views of patients about the

services the" use. (atisfaction is essential if we have to get people utilize services,

compl" with treatments and improve health outcomes. This paper reports the experience

of -asan '"e care hospital in designing an instrument to measure patient satisfaction and

be able to develop a satisfaction index for all units that should become a component of

comprehensive health care qualit" assessment. !t is hoped that this would interest national

partners and health stakeholders to get involved in assessing this important performance

parameter that has been forgotten for long.

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Ra,ae#raMa$$& 2553 !n his stud" to consider in designing a patient

satisfaction surve"customer satisfaction and service qualit" are often treated together as

functions customer perceptions an expectations.


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clinics in areas where public services are not easil" available. !t works to eliminate the

main causes of preventable blindness.

Ja+a,Ra"a, 255?615 5ccording to his stud" the development of healthcare

deliver" practices in !ndia. The work of companies including 5pollo Hospitals #roup in

developing health services in cities across !ndia is described. 5pollo=s efforts to secure

certification from the >oint ommission on 5ccreditation of Healthcare 7rganizations are

described. The replication of 5pollo hospitals within a franchise based hospital network

is addressed. The importance of ensuring that comprehensive health care is available at

franchised health clinics is emphasized.

E&=ar&$ Ra,&' 2511611!n his stud" reports on an increase which has been seen

in the number of ?.(. hospitals that are initiating cost saving measures within their

pharmacies in 01$$ as a result of pending decreases in +edicare, +edicaid and private

pa"er reimbursements and in an effort to help their operating budgets. The role that

changes in regulations and accreditation standards in the ?.(. have pla"ed in hospitals.

Sa,&er$ Be"#a,'2511612!n his stud" focuses on the effect of the billing process

in hospitals onpatient satisfaction. !t cites the onsumer !mpact (tud" conducted b"

onnance of Waltham in +assachusetts which shows that @A& of uninsured patients

believed that the amount the" owe to the hospital is incorrect. !t presents six areas of

patientsatisfaction defined b" the 5merican Hospital5ssociation 5H53 which was used

b" #allup Healthcare to conduct hospitalsurve"s onpatientsatisfaction.

Fra/a$$ Mar; R.2511613!n his stud" how the +ar"=s enter for +aternal and

hild are !nc. faced the challenge of increasing productivit" while maintaining s"stem

qualit" and patient and clinician satisfaction.The authors mention the 9lan /o (tud"5ct

9/(53 qualit" technique used b" +ar"=s enter in simplif"ing patient schedule,

reducing noshow rate, and increasing productivit". The" state that the strateg" of +ar")s

enter has helped them continue to deliver health care, education, and social service.

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R77(,$ S#ar( B. 2511614 !n his stud" the use of foundational strategies for

hospitals to eliminate obstacles to efficient and costeffective patient throughput. !t

mentions that 9ortion ontrol 5ctivities 973 would help improve discharge care

coordination. The methods can have an impact on successful deliver" of health care that

can help in saving time and mone" for rework and other inefficiencies of the hospital so

as to improve the health care s"stem in hospitals.

Her,a,&e Ja)e$ S.125126 !nhis stud" focuses on a stud"from Wake :orest

?niversit" of +edicine which sought to find the qualities that affected patient@$

satisfaction with primar" care. The author states that the stud" concludes that patients

desire empath", value the doctorpatient relationship, and crave communication with their

ph"sician. He notes that the relaxation of social mores has an impact in ph"sician=s

interactions within health care.

REFRENCES

+ehta 011$3$ BThe !mpact of 'mplo"ee !nvolvement on the 'ffectiveness of

HealthC !nformation Technolog"C !ndustrial ; Dabor


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Duc" ournal of Health are ualit" 5ssurance, -ol .$@ !ssue 0, 9@.

Hernandez >ames 01$$3$4 BHospital billing processes affect patients satisfactionC,

5mericans health care financial managers, -ol 0@ !ssue 0, pp$$$.

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1.< CHAPTER SCHEME

The researcher presents the stud" according to the following chaptersJ

C#a*"er I

!t deals with the introduction, statement of the problem, review of literature, scope

and objectives of the stud", methodolog" and limitations.

C#a*"er II

!t deals with the patient satisfaction, profile of Hospital, Hospital s"stem and

functions.

C#a*"er III

!t deals with the anal"sis and interpretation of the stud".

C#a*"er IV

!t deals with the findings, suggestions and conclusions of the stud".

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CHAPTER-II

PROFILE OF THE STUDY

2.1 PATIENTS SATISFACTION

9atient satisfaction is an outcome that results in the end of the medical care

process in a hospital. !t consists of several aspects such as technical, convenience and

cost aspects .5 hospital provides number of services to a patient. !t is difficult to maintain

qualit" in each service for ever" time. (atisfaction is a state felt b" the patient who has

experienced a service that has fulfilled our expectations. !f the medical care is not

fulfilled to the expectation then the patient is dissatisfied. The expected level of medicalcare differed for each patient.

'ach patient is unique in nature in his or her expectations or3 priorities differ

from one another. 5 same service can create satisfaction to a patient and dissatisfaction

for another patient.

2.2 PROFILE OF THE HOSPITAL

-asan group started its first '"e are Hospital in Trich" in the "ear 0110. -asan

'"e are hospital was inaugurated in oimbatore in the "ear 011G DR. A. M. Ar%,8

C#a(r)a, Ma,a(, D(re/"r.

!t has established a vast network in southern part of !ndian states like 5ndhra

9radesh, 8erala, 8arnataka, 9ondicherr" and Tamil 6adu. The" provided separatedivisions for each specialit" with well equipped operation theatres. The" have also made

fine arrangements for the children)s e"e care section separatel" -asan group has shown

noticeable achievements in the health care services that the" can)t afford to compromise

at the qualit" and services being given to their patients. The skilled and world class

personnel have been hired b" our group to give the best treatment for our patient.

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Towards its vision to bring qualit" e"e care within the reach of ever" !ndian, the network

has been expanding rapidl". We aim to have $04 hospitals in all b" the end of 01$$. The

-asan '"e are network currentl" has A11 ophthalmologists and over @411 care team to

provide individual attention and care to our entire patient.

MISSION

Hospital mission is to provide, maintain and develop qualit" services and create a

health societ". !ts vision is to bring health awareness in societ" and provide services to all

an affordable cost.

VISION

:ollow stringent ethical practices.

9rovide value for mone".

9ractice transparenc" in all our services.

9rioritize qualit" without compromise.

?pload our tradition of care.

VALUES

To maintain a smooth and standardized work flow processes.

To provide impeccable patient care that exceeds customer satisfaction and

expectation.

To uphold the pride of our organization, stake holders and investors at all times.

FACILITIES AT VASAN

Pa"(e," r)$

-asan e"e care hospital has patient rooms ranging from -!9 suite to econom"

ward so as to cater all groups of societ". 'ach room has centralized ox"gen and suction

with 0E hrs emergenc" nurses call s"stems.

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E)ere,/' r)

-asan has 41 bedded emergenc" units with the following unique facilities.

'mergenc" medical officers round the clock.

an take up an" medical, surgical emergencies and multimass trauma

cases.

+odern ambulance fitted with ventilator monitors, ox"gen c"linders

suction device strained paramedical team, all needed for emergenc" care.

O*era"(, T#ea"re$

-asan e"e care hospital has $4 main operating theatres. 'ach theater is designed

according to the !nternational standards and facilitated with

entralized aKc.

(tainless steel roofing with imported joint less flooring.

9endants with medical gas outlet, electrical, audio and video outputs.

Dive surger" transmission facilit".

Daminar aKc 5irflow with Hepa filters to reduce infections.

I,"e,$(:e Care U,("$

-asan has well equipped general !? and Trauma !?

Their !?)s are facilitated with

/ial"sis backup.

0E hrs services b" doctors and trained nurse.


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o !? backup.

B+& Ba,;

o 0E hrs service.

o Hitech instruments.

o ualified professionals.

o +ultiple tests to ensure pure blood.

P#ar)a/'

-asan has 0E hr pharmac", which caters to the entire need of our patients.

o +anaged b" qualified pharmacists.

o 5ll t"pe of medicines, disposable items, surgical items like !7D, mesh and

orthopedic implants are available.

ADMINISTRATIVE DEPARTMENTS

N%r$(,

-asan has onl" *.(c., or /ip qualified and experienced nurses to look after the

patients and the nurses are allocated on a standard basis to offer the best qualit" care.

6urses are further trained to operate the modern equipments both practicall" and

theoreticall".

D(e"ar' De*ar")e,"

9atient (ervice

Timel" service to all inpatients

/iet according to individual patient needs

9atient ounseling

!npatient counseling on discharge

7utpatient counseling

9rovision for printed /iet charts

9ediatric nutrition clinic

E+e/"r(/a+ De*ar")e,"

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0 DT lines

?ps for emergenc" equipments with a standb" unit

(tand b" 041 kva generator

Ma(,"e,a,/e De*ar")e,"

'levators

-5+ -apor 5bsorption aKc +achine3 centralized aKc.

*oiler

Daundr"

Ca,"ee, Fa/(+("(e$


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(cientific method of patient record arrangement

omputerized search

!? standard classification

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B(-Me&(a+ &e*ar")e,"

Well experienced professionals

0E hrs service facilit"

'quipped with emergenc" backup equipments

Well equipped service centre

Fr," !!(/e

omputerized

'nquir" counter

+edical record s"stem

9atient information counter

7utpatient registration and 5dmission counter

I,!r)a"(, Te/#,+'

Well designed hospital software s"stem

:ull" integrated and networked

(imons imported 'pbax telephone s"stem

9ublic s"stem

+usic s"stem

able T-

6urse call K care s"stem

5udioKvideo communication s"stem

O"#er $er:(/e$ ! Va$a, H$*("a+ are Va$a, #ea+"# /#e/; %* *rra) )e$

-asan has numerous health packages designed to the needs of our customer both

on an individual basis and for corporate setups.

'xecutive master health check

+aster health check

Total diabetic check

:ull heart check

Health" kid check

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Well women check

2.3HOSPITAL SYSTEM AND FUNCTION

The following pictures clearl" represent the s"stems and functions that are in

practice in the hospital.

SYSTEM FOR DOCTORS

SYSTEM FOR HOSPITAL

17

(tructure of

7rganization

(ocial economic

condition of patients9rofessionalethics

/octors 9rofessional

'xposures

9eer #roup

!mproving

professional activit":acilities available at

Hospital

#overnmental


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CHAPTER-III

ANALYSIS AND INTERPRETATION

This chapter deals with the anal"sis and interpretation of the stud" on the topic B5

stud" on 9atient (atisfaction towards (ervices provided b" -asan '"e are Hospital

with (pecial reference to oimbatore cit"C is presented based on a sample of $41

respondents. The collected data are classified and tabulated. The data are anal"zed using

the following statistical toolsJ

(imple percentage anal"sis

567-5

ttest

orrelation

8endall)s coefficient of concordance

SIMPLE PERCENTAGE ANALYSIS

(imple 9ercentage 5nal"sis is carried out for all the questions, given in the

questionnaire. These anal"ses describe the classification of the respondents falling under

each categor". The percentage anal"sis is used mainl" for standardization and

comparison. /iagrams and charts depicted are in support of the anal"sis.

18

9atient


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SIMPLE PERCENTAGE ANALYSIS

Ta7+e N. 3.1

Ae r%* ! "#e re$*,&e,"$

Ae N. ! "#e re$*,&e,"$ Per/e,"ae

?p to 01 "rs $@ $$.%

0$ to %1 "rs %F 04.%

%$ to E1 "rs EE 0G.%

E$ to 41 "rs 0E $A.1

5bove4$"rs 0@ $F.1

Total $41 $11

S%r/e Pr()ar' Da"a

:rom the above table it is clear that out of $41 respondents who were taken for the

stud", $$.%&of respondents are in the categor" of up to 01 "ears 04.%&of the respondents

are in the categor" of 0$%1 "ears, 0G.%&of respondents are in the categor" of %$E1

"ears, $A.1& of the respondents are in the categor" of E$41"ears and $F.1 of the

respondents are in the categor" of 5bove 4$"ears.

Mar("' ! "#e re$*,&e,"$ are /a"er' ! 31-45 'ear$.

Ta7+eN.3.2

Ge,&er ! "#e re$*,&e,"$

Ge,&er N ! "#e re$*,&e,"$ Per/e,"ae

+ale @0 EF.1

:emale @F 40.1

Total $41 $11

S%r/e Pr()ar' Da"a

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:rom the above table it shows that out of $41 respondents who were taken for the

stud", 40.1& of the respondents are female and EF.1&of the respondents are male.

Mar("' ! "#e re$*,&e,"$ are !e)a+e.

Ta7+e N.3.3

Mar("a+ S"a"%$ ! "#e re$*,&e,"$

Mar("a+ $"a"%$ N. ! "#e re$*,&e,"$ Per/e,"ae

+arried $1E AG.%

?nmarried EA %1.@

Total $41 $11

S%r/e Pr()ar' Da"a


stud", AG.%& of the respondents are +arried people and %1.@& of the respondents are

?nmarried.

Mar("' ! "#e re$*,&e,"$ are )arr(e&.

Ta7+e N.3.4

E&%/a"(,a+ %a+(!(/a"(, ! "#e re$*,&e,"$

E&%/a"(,a+ %a+(!(/a"(, N. ! "#e re$*,&e,"$ Per/e,"ae

(chool Devel 04 $A.@

?nder #raduate %@ 0E.@

9ost #raduate AA EE.1

6o :ormal 'ducation 00 $E.@

Total $41 $11

S%r/e Pr()ar' Da"a


stud", $A.@& of the respondents are education up to (chool level 0E.@& of the

20


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respondents are ?ndergraduates, EE.1& of the respondents are 9ostgraduates, $E.@ & of

the respondents has 6o :ormal 'ducation.

Mar("' ! "#e re$*,&e,"$ are P$"ra&%a"e$.

Ta7+e N.3.

O//%*a"(, ! "#e re$*,&e,"$

O//%*a"(, N. ! "#e re$*,&e,"$ Per/e,"ae

5griculture 0A $@.%

(alaried %$ 01.@

*usiness EA %1.@

9rofessional 0@ $F.1

7thers 01 $%.%

Total $41 $11

S%r/e Pr()ar' Da"a


stud", $@.%& of the respondents are 5griculture, 01.@& of the respondents are salaried,

%1.@& of the respondents are *usiness people,$F.1& of the respondents are 9rofessional,

$%.%& of the respondents belongs to 7thers categor" such as House wife, #overnment

emplo"ee etc.

Mar("' ! "#e re$*,&e,"$ are B%$(,e$$ Pe*+e.

Ta7+e N.3.

A,,%a+ I,/)e ! "#e re$*,&e,"$

A,,%a+ I,/)e N. ! "#e re$*,&e,"$ Per/e,"ae

?p to


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stud", E0.@& of the respondents are earning 5nnual income of ?p to


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T'*e ! *a"(e," ! "#e re$*,&e,"$

23


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Ta7+e N 3.>

Area ! re$(&e,/e ! "#e re$*,&e,"$

Area ! "#e re$(&e,/e N. ! "#e re$*,&e,"$ Per/e,"ae


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Ta7+e N 3.15

Pa"(e," *er/e*"(, "=ar&$ #$*("a+ !a/(+("'

Fa/"r$ E/e++e,/e G& Fa(r PrVer'

PrT"a+

!nfrastructure

6o GG EG 0 1 1 $41

& AA.1 %0.@ $.% 1 1 $11

(pace and(eating in the

Dobb"

6o 01 $$F $0 1 1 $41

& $%.% @F.@ F.1 1 1 $11

9harmac"

6o 0@ @0 4$ 1 1 $41

& $F.1 EF.1 %E.1 1 1 $11

5mbulance

(ervice

6o %0 G1 0@ $ 1 $41

& 0$.% A1.1 $F.1 .@ 1 $11

9arking :acilit" 6o %A @% %F % 1 $41

& 0E.1 EF.@ 04.% 0.1 1 $11

atering :acilit"

6o 0A FA %@ $ 1 $41

& $@.% 4@.% 0E.@ .@ 1 $41

Toilet :acilit"

6o $4 G1 EE $ 1 $41

& $1.1 A1.1 0G.% .@ 1 $11

S%r/e Pr()ar' Da"a

:rom the above table it shows that AA.1& of the respondents sa" that the

infrastructure facilities provided b" the hospital is excellence,@F.@& of the respondents

sa" that the space and seating in the lobb" facilities provided b" the hospital is

good,EF.1& of the respondents sa" that the 9harmac" facilities provided b" the hospital

is good, A1& of the respondents sa" that 5mbulance facilities provided b" the hospital is

good,EF.@& of the respondents sa" that the 9arking facilities provided b" the hospital is

good,4@.%& of the respondents sa" that the atering facilities provided b" the hospital is

good, A1& of the respondents sa" that the Toilet facilities provided b" the hospital is

good.

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E#(7(" 3.15.2

T#e *a"(e," *er/e*"(, "=ar&$ #$*("a+ !a/(+("'

26


27/90

Ta7+e N 3.11

T#e *(,(, a7%" "#e /$" ! "rea")e," (,*a"(e,"6

Fa/"r$

Ver'

H(# H(# Rea$,a7+e L=

Ver'

L= T"a+

onsultation :ees

6o $ $% G@ %4 E $41

& .@ F.@ AE.@ 0%.% 0.@ $11

!nvestigation

charges like L

ra" K (can K?ltrasound K Dab

charges etc.,

6o $1 0F @@ %0 % $41

& A.@ $F.@ 4$.% 0$.% 0.1 $11

5mount chargedfor food andbeverages supplied

to inpatients

6o E G %F 04 E F1

& 4 $$.04 [email protected] %$.04 4 $11


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E#(7(" 3.11.3

T#e *(,(, a7%" "#e /$" ! "rea")e," I,*a"(e,"6

28


29/90

Ta7+e N 3.12

T#e *(,(, a7%" "#e /$" ! "rea")e," %"*a"(e,"6

Fa/"r$

Ver'

H(# H(# Rea$,a7+e L=

Ver'

L= T"a+

onsultation :ees

6o $ $% G@ %4 E $41

& .@ F.@ AE.@ 0%.% 0.@ $11

!nvestigation

charges like L

ra" K (can K?ltrasound K Dab

charges etc.,

6o $1 0F @@ %0 % $41

& A.@ $F.@ 4$.% 0$.% 0.1 $11

ost of medicinesold b" themedical shop in

the campus

6o E 0G @1 E1 @ $41

& 0.@ $G.% EA.@ 0A.@ E.@ $11

ost of the itemsold in the canteen

6o 1 $% @$ %F 0F $41

& 1 F.@ E@.% 04.% $F.@ $11

S%r/e Pr()ar' Da"a

:rom the above table it shows that AE.@& of the respondents sa"s that the

consultation fees charged b" the hospital is reasonable, 4$.%& of the respondents sa"s

that the !nvestigation charged b" the hospital is reasonable, EA.@& of the respondents

sa"s that the +edicine charged b" the medical shop in a hospital is reasonable, E@.%& of

the respondents sa"s that the cost of the item sold in the canteen in a hospital is

reasonable.

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E#(7(" 3.12.4

T#e *(,(, a7%" "#e /$" ! "rea")e," O%"*a"(e,"6

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Ta7+e N 3.13

T#e $a"($!a/"(, +e:e+ ! rear&(, ! e,era+ $er:(/e$

Fa/"r$ E/e++e,/e G& Fa(r Pr

Ver'

Pr T"a+

:eedback toemplo"ee

6o $11 E4 4 1 1 $41

& AA.@ %1.1 %.% 1 1 $11

9ersonal touchwith customer

6o 0A $10 00 1 1 $41

& $@.% AF.1 $E.@ 1 1 $11

9revention oferror

6o E4 4A EG 1 1 $41

& %1.1 %@.% %0.@ 1 1 $11

(afet" provision

in the hospital

6o 0E G% 0@ A 1 $41

& $A.1 A0.1 $F.1 E.1 1 $11

+edical record

department

6o 0$ @% 4% 0 $ $41

& $E.1 EF.@ %4.% $.% .@ $11

S%r/e Pr()ar' Da"a

:rom the above table it shows that %1& of the respondents sa"s that services of

emplo"ees in the hospital is excellence, AF& of the respondents sa"s that personal touch

with patients in the hospital is good, %@.%& of the respondents sa"s that prevention of

error in the hospital is good, A0.1& of the respondents sa"s that safet" provision in the

hospital is good, EF.@& of the respondents sa"s that medical record department in the

hospital is good.

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E#(7(" 3.13.

T#e $a"($!a/"(, +e:e+ ! rear&(, ! e,era+ $er:(/e$

Ta7+e N.3.14

32


33/90

T#e Re/))e,& "#($ #$*("a+ " "#er$

Re/))e,& N. ! "#e re$*,&e,"$ Per/e,"ae

Mes $E0 GE.@

6o F 4.%

Total $41 $11

S%r/e Pr()ar' Da"a


stud", GE.@& of the respondents will recommend the hospital to others and 4.%& of the

respondents will not recommend the hospital to others.

Mar("' ! "#e re$*,&e,"$ re/))e,& "#e #$*("a+ " "#er$.

ANOVA

33


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567-5 technique is used when multiple sample cases are involved. 567-5

is to test for difference among the means of the populations b" examining the amount of

variation within each of these samples, relatives to the amount of variation between the

samples.

Ta7+e S#=(, Re+a"(,$#(* 7e"=ee, Ae a,& Pa"(e," *er/e*"(, "=ar&$ #$*("a+

Fa/(+("'

H'*"#e$($ The patient perception towards hospital facilit" has no significant

difference between the age groupsC

Ta7+e N 3.1

Gr%* $"a"($"(/$- Ae a,& Pa"(e," *er/e*"(,

Pa"(e,"$ Per/e*"(, T=ar&$ H$*("a+ Fa/(+("' S/re

Mea, S.D N

5ge

?p to 01 "rs 0F.4G 0.1G $@

0$ to %1 "rs 0F.1% $.G0 %F%$ to E1 "rs 0F.%E 0.1% EE

E$ to 41 "rs 0F.1F $.@E 0E

4$ "rs ; 5bove 0F.$4 $.F$ 0@

Total 0F.0$ $.G$ $41

S%r/e C)*%"e&

:rom the above table it is inferred that the respondents belong to the age group of

up to 01 "ears have a higher mean of 0F.4G with patient perception towards hospital

facilit".

Ta7+e N 3.1a6

34


35/90

ANOVA !r *a"(e," *er/e*"(, "=ar&$ #$*("a+ !a/(+("' $/re a,& ae

S%) ! $0%are$ DF Mea, $0%are F S(

*etween #roups E.G44 E $.0%G.

%%00.E%E

Within #roups 4E1.0$F$E

4%.@0A

Total 4E4.$@%$E

G

7ne wa" 567-5 was applied to find whether the mean patients perception

towards hospital facilit" score var" significantl" among age groups. The 567-5 result

shows that the calculated :ratio value is 1.%%0 which is less than the table value of 0.E%E

at 4& level of significance. (ince the table value is higher than the calculated value it is

inferred that the patients perception towards hospital facilit" has no significant difference

between the age groups. Hence the h"pothesis is accepted.

35


36/90

Ta7+e S#=(, Re+a"(,$#(* 7e"=ee, E&%/a"(,a+ 0%a+(!(/a"(, a,& *a"(e,"

*er/e*"(, "=ar&$ #$*("a+ Fa/(+("'


difference between the education qualification groupsC

Ta7+e N 3.1

Gr%* $"a"($"(/$ - E&%/a"(,a+ 0%a+(!(/a"(, a,& Pa"(e," *er/e*"(,

Pa"(e,"$ *er/e*"(, "=ar&$ #$*("a+

Fa/(+("' $/re

Mea, S.D N

'ducational

ualification

(chool level [email protected] 0.$$ 04

?# 0F.$G $.F@ %@

9# 0F.0$ $.GF AA

6o formal

education0F.44 $.A1 00

Total 0F.0$ $.G$ $41

S%r/e C)*%"e&

:rom the above table it is inferred that the respondents have 6o formal education

has a higher mean of 0F.44 with patient perception towards hospital facilit".

36


37/90

Ta7+e N 3.1a6

ANOVA !r Pa"(e,"$ Per/e*"(, "=ar&$ H$*("a+ Fa/(+("' S/re a,& Ae


*etween #roups E.14% % $.%4$.

%AE0.AA@

Within #roups 4E$.$0$$E

A%.@1A

Total 4E4.$@%$E

G

7ne wa" 567-5 was applied to find whether the mean patients perception

towards hospital facilit" score varies significantl" among education qualification groups.

The 567-5 result shows that the calculated :ratio value is 1.%AE which is less than the

table value of 0.AA@ at 4& level of significance. (ince the table value is higher than the

calculated value it is inferred that the patients perception towards hospital facilit" has no

significant difference between the educations qualification groups. Hence the h"pothesis

is accepted.

37


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Ta7+e S#=(, Re+a"(,$#(* 7e"=ee, O//%*a"(,$ ! *a"(e," *er/e*"(, "=ar&$

#$*("a+ Fa/(+("'


difference between the occupation groupsC

Ta7+e N 3.1

Gr%* $"a"($"(/$ - E&%/a"(,a+ 0%a+(!(/a"(, a,& Sa"($!a/"(, +e:e+ ! e,era+ $er:(/e$

Sa"($!a/"(, Le:e+ O! Ge,era+ Ser:(/e$

S/re

Mea, S.D N

'ducationalualification

(chool level 01.0F 0.0$ 04

?# 01.%1 $.A% %@9# 01.1F 0.1% AA

6o formal

education01.F0 $.4A 00

Total 01.0@ $.G1 $41

S%r/e C)*%"e&

:rom the above table it is inferred that the respondents have 6o formal education

has a higher mean level of 01.F0 with satisfaction level of general services.

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Ta7+e N 3.2>a6

ANOVA !r Sa"($!a/"(, Le:e+ ! Ge,era+ Ser:(/e$ S/re a,& E&%/a"(,a+

%a+(!(/a"(,


*etween #roups G.$%1 % %.1E% .F%@

0.AA@

Within #roups 4%1.AAE$EA

%.A%4

Total 4%G.@G%$E

G

7ne wa" 567-5 was applied to find whether the mean level of satisfaction

towards general services score var" significantl" among educational qualification groups.

The 567-5 result shows that the calculated :ratio value is 1.F%@which is lesser than

the table value 0.AA@ of at 4& level of significance. (ince the table value is higher than

the calculated value it is inferred that the satisfaction level of general services has no

significant difference between the educational qualification groups. Hence the h"pothesis

is accepted.

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Ta7+e S#=(, Re+a"(,$#(* 7e"=ee, O//%*a"(, a,& Sa"($!a/"(, +e:e+ ! e,era+

$er:(/e$

H'*"#e$($ The satisfaction level of general services has no significant difference

between the 7ccupation groups.

Ta7+e N 3.2?

Gr%* $"a"($"(/$ - O//%*a"(, a,& Sa"($!a/"(, +e:e+ ! e,era+ $er:(/e$

Sa"($!a/"(, Le:e+ O! Ge,era+ Ser:(/e$ S/re

Mea, S.D N

7ccupation

5griculture 01.E0 $.@G 0A

(alaried 01.@$ $.EG %$

*usiness 01.$4 0.$$ EA

9rofessional $G.A@ 0.$$ 0@

7thers 01.41 $.@A 01

Total 01.0@ $.G1 $41

S%r/e C)*%"e&

:rom the above table it is inferred that the respondents belong to the 7ccupationof salaried persons have a higher mean of 01.@$ with satisfaction level of general

services.

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64/90

Ta7+e N 3.2?a6

ANOVA !r Sa"($!a/"(, Le:e+ ! Ge,era+ Ser:(/e$ S/re a,& //%*a"(,


*etween #roups $F.$04 E E.4%$ $.0A1

0.E%E

Within #roups 40$.AAF$E4

%.4GF

Total 4%G.@G%$E

G


towards general services score var" significantl" among educational qualification groups.

The 567-5 result shows that the calculated :ratio value is$.0A1 which is lesser than

the table value 0.E%E of at 4& level of significance. (ince the table value is higher than

the calculated value it is inferred that the satisfaction level of general services has no

significant difference between the 7ccupation groups. Hence the h"pothesis is accepted.

64


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Ta7+e S#=(, Re+a"(,$#(* 7e"=ee, A,,%a+ (,/)e a,& Sa"($!a/"(, +e:e+ !

e,era+ $er:(/e$

H'*"#e$($ The satisfaction level of general services has no significant difference

between the annual income groups.

Ta7+e N 3.35

Gr%* $"a"($"(/$ - A,,%a+ I,/)e a,& Sa"($!a/"(, +e:e+ ! e,era+ $er:(/e$

Sa"($!a/"(, Le:e+ O! Ge,era+ Ser:(/e$

S/re

Mea, S.D N.

5nnual

!ncome

?p to


66/90

.

Ta7+e N 3.35a6

ANOVA !r Sa"($!a/"(, Le:e+ ! Ge,era+ Ser:(/e$ S/re a,& A,,%a+ I,/)e


*etween #roups $G.14F 0 G.40G0.AG

1%.14F

Within #roups 401.@%4$E

@#r%.4E0

Total 4%G.@G%$E

G


towards general services score var" significantl" among 5nnual income groups. The

567-5 result shows that the calculated :ratio value is0.AG1 which is lesser than the

table value %.14F of at 4& level of significance. (ince the table value is higher than the

calculated value it is inferred that the satisfaction level of general services has no

significant difference between the annual income groups. Hence the h"pothesis is

accepted.

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"-"e$"

ttest is applied to find whether the mean satisfaction score var" significantl"

between two variables. !t should be calculated the onl" two variables.

Ta7+e S#=(, Re+a"(,$#(* 7e"=ee, Ge,&er +e:e+ a,& *a"(e," *er/e*"(, "=ar&$

#$*("a+ Fa/(+("'

H'*"#e$($ The 9atient perception towards hospital facilit" has no significant

difference between the +ale and female.

Ta7+e N 3.31Gr%* S"a"($"(/$ -Ge,&er a,& *a"(e," *er/e*"(,


Mea, S.D N.

#ender+ale 0F.04 0.1$ @0

:emale 0F.$F $.FE @F

Total 0F.0$ $.G$ $41

S%r/e C)*%"e&

:rom the above table it is inferred that the respondents belong to the male

categor" has a higher mean of 0F.04 towards patient perception to hospital facilit".

Ta7+e N 3.31a6

"-"e$" !r E0%a+("' ! Mea,$

67


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T DF SIG

.004 $EF $.G@A

The Ttest was applied to find whether the mean satisfaction score var"

significantl" between +ale and female. The calculated ttest value is 1.004 which is

lesser than the table value of $.G@Aat 4&level of significance. (ince the table value is

higher than the table value it is inferred that the mean patient perception towards hospital

facilit" has no significant difference between the +ale and female. Hence the h"pothesis

is accepted.

Ta7+e S#=(, Re+a"(,$#(* 7e"=ee, Mar("a+ $"a"%$ a,& *a"(e," *er/e*"(, "=ar&$

#$*("a+ Fa/(+("'

H'*"#e$($ The 9atient perception towards hospital facilit" has no significant

difference between the married and unmarried.

Ta7+e N 3.32

Gr%* S"a"($"(/$ -Mar("a+ S"a"%$ a,& *a"(e," *er/e*"(,

Pa"(e,"$ *er/e*"(, "=ar&$ #$*("a+ !a/(+("' $/re

Mea, S.D N

+arital status+arried 0F.$4 $.@G $1E

?nmarried 0F.%4 0.$@ EA

Total 0F.0$ $.G$ $41

S%r/e C)*%"e&

:rom the above table it is inferred that the respondents belong to the marital status

level of unmarried have a mean of 0F.%4 with patient perception towards hospital facilit".

Ta7+e N 3.32a6

"-"e$" !r E0%a+("' ! Mea,$

T DF SIG

68


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.4@$ $EF $.G@A


significantl" between +ale and female. The calculated ttest value is 1.4@$ which is

lesser than the table value of $.G@A at 4& level of significance. (ince the table value is

higher than the calculated value it is inferred that the mean patient perception towards

hospital facilit" has no significant difference between the +arried and ?nmarried. Hence

the h"pothesis is accepted.

Ta7+e S#=(, Re+a"(,$#(* 7e"=ee, "'*e ! *a"(e," a,& *a"(e," *er/e*"(, "=ar&$

#$*("a+ !a/(+("'

H'*"#e$($ The 9atient perception towards hospital facilit" has significant with the

!npatient and 7utpatient.

Ta7+e N 3.33

Gr%* S"a"($"(/$-T'*e ! Pa"(e," a,& *a"(e," *er/e*"(,


Mea, S.D N.

T"pe of patient!npatient 0F.44 0.11 @@

7utpatient [email protected] $.@A @%

Total 0F.0$ $.G$ $41

S%r/e C)*%"e&

:rom the above table it is inferred that the majorit" of respondents are outpatients

have a higher mean of [email protected] with patient perception towards hospital facilit".

Ta7+e N 3.33a6

"-"e$" !r E0%a+("' ! Mea,$

T DF SIG

0.0$0 $EF $.G@A

69


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significantl" between !npatient and 7utpatient. The calculated ttest value is 0.0$0 which

is higher than the table value of $.G@A at 4&level of significance. (ince the calculated

value is higher than the table value it is inferred that the mean patient perception towards

hospital facilit" has significant with the !npatient and 7utpatient. Hence the h"pothesis is

rejected.

Ta7+e S#=(, Re+a"(,$#(* 7e"=ee, area ! re$(&e,/e a,& *a"(e," *er/e*"(,

"=ar&$ #$*("a+ Fa/(+("'

H'*"#e$($ The 9atient perception towards hospital facilit" has no significant difference

between the


71/90

.%0F $EF $.G@A


significantl" between


72/90

.AE1 $EF $.G@A


significantl" between +ale and :emale. The calculated ttest value is 1.AE1 which is

lesser than the table value of $.G@A at 4&level of significance. (ince the table value is

higher than the calculated value it is inferred that the mean level of satisfaction regarding

the hospital persons has no significant difference between the +ale and :emale. Hence

the h"pothesis is accepted.

Ta7+e S#=(, Re+a"(,$#(* 7e"=ee, Mar("a+ S"a"%$ a,& Sa"($!a/"(, +e:e+ rear&(,

"#e #$*("a+ *er$,,e+

H'*"#e$($ The (atisfaction level regarding the hospital persons has no significant

difference between the +arried and ?nmarried.

Ta7+e N 3.3

Gr%* S"a"($"(/$-Mar("a+ $"a"%$ a,& Le:e+ ! $a"($!a/"(,

S%r/e C)*%"e&

:rom the above table it is inferred that the respondents belong to the marital status

of unmarried have a mean of %0.F1 with satisfaction level regarding the hospital persons.

Ta7+e N 3.3a6

"-"e$" !r E0%a+("' ! Mea,$

T DF SIG

72

Sa"($!a/"(, Le:e+ rear&(, "#e H$*("a+ Per$,$ S/re

Mea, S.D N.

+arital status+arried %0.4E 0.@F $1E

?nmarried %0.F1 0.4@ EA

Total %0.A0 0.@$ $41


73/90

.44% $EF $.G@A


significantl" between married and unmarried. The calculated ttest value is1.44% which is

lesser than the table value of $.G@A at 4&level of significance. (ince the table value is

higher than the calculated value it is inferred that the mean level of satisfaction regarding

the hospital persons has no significant difference between the +arried and ?nmarried.

Hence the h"pothesis is accepted.

Ta7+e S#=(, Re+a"(,$#(* 7e"=ee, T'*e ! Pa"(e," a,& Sa"($!a/"(, +e:e+

rear&(, "#e #$*("a+ *er$,,e+

H'*"#e$($ The (atisfaction level regarding the hospital persons has no significant

difference between the !npatient and 7utpatient

Ta7+e N 3.3

Fa/"r$ Mea, Ra,;

'xcellent service 0.G@

5vailabilit" of expert doctors 0.44

:amiliarit" 0.G0

+oderate pa"ment %.FE

Docation 0.@0

S%r/e C)*%"e&

Dower mean rank of 0.44 is given to availabilit" of expert doctors, which shows

that availabilit" of expert doctors is considered as the first choice, 0.@0mean rank is given

to location, which shows that location is considered as the second choice, 0.G0mean rank

is given to familiarit", which shows that familiarit" is considered as the third choice,

0.G@mean rank is given to excellent service, which shows that excellent service is

considered as the fourth choice and %.FE mean rank is given to moderate pa"ment, which

shows that moderate brand is considered as the fifth choice.

Ta7+e N 3.4>a6

8endall=s W .$11

8endall)s coefficient of concordance W3 was used to find the extent of similarit"

among then respondents in assigning ranks to the given items W3 varies between 1;$,

higher the value of W3 more will be the similarit" among the respondents in assigning

the ranks. The 8endall)s W3 calculated for the given item 1.$113 which shows that there

is less similarit" among the respondent in assigning the rank.

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CHAPTER-IV

FINDINGS8 SUGGESTIONS AND CONCLUSIONS

4.1 FINDINGS

+ajorit" of the respondents are in the categor" of %$E1 "ears.

+ajorit" of the respondents are married.

+ajorit" of the respondents are 9ostgraduates.

+ajorit" of the respondents are *usiness 9eople.

+ajorit" of the respondents are 5nnual income of


88/90

+ajorit" of the respondents [email protected]& of the respondents sa" that the 5mount

charged for food facilities in the hospital is reasonable.

+ajorit" of the respondents 4%.@4 of the respondents sa" that the


89/90

ANOVA

567-5 reveals that there was no significant difference between the age,

educational qualification, occupation, annual income of the respondents and their

satisfaction level for the personnel services, patient perception towards hospital,

opinion about cost of treatment, and satisfaction level of general services availed

as calculated value of 567-5. Hence the h"pothesis is accepted.

There is opinion about cost of treatment was significant with the educational

qualification groups. Hence the h"pothesis is rejected.

"-"e$"

ttest reveals that there was no significant difference between the gender , marital

status, area of residence, t"pe of patient of the respondents their satisfaction level

for personnel services, patient perception towards hospital, opinion about cost of

treatment, and satisfaction level of general services as calculated value of ttest.

Hence the h"pothesis is accepted.

There is opinion about cost of treatment was significant with the !npatient and

7utpatient. Hence the h"pothesis is rejected.

Crre+a"(,

There is a positive correlation between patients perception towards hospital and

satisfaction level towards hospital persons score of 1.%$$3, The satisfaction level

towards hospital persons and satisfaction level of general services 1.0G43.

There is a negative correlation between opinion about cost of treatment and

satisfaction level of general services 1.10G3.

9e,&a++$ /e!!(/(e," ! /,/r&a,/e

8endall)s coefficient of concordance W3 was used to find the extent of similarit"among then respondents in assigning ranks to the given items 8endall)sW3varies

between 1;$, higher the value of W3 more will be the similarit" among the

respondents in assigning the ranks. The 8endall)s W3 calculated for the given

item 1.$113 which shows that there is less similarit" among the respondents in

assigning the rank.

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4.2 SUGGESTIONS

The hospital should increase the (quare feet area of the 9arking Doard.

ustomer relation management should work more efficientl".

-isitor)s room should be provided for the patient)s relative.

The qualit" of the food that is provided in the canteen can be improved b" pre

checking the qualit" before serving and also the stock available should be

reported as and when in order to issue tokens without an" problem.

(ales promotion activities can be improved.

amp facilities ma" be arranged in schools, public places, and old age homes.

4.3 CONCLUSION

BHealth is wealthC is gaining more importance in recent "ears. Hospitals are

those are accessible for the people to get rid of disease. 9atient satisfaction is an

increasing important issue both in evaluation and shaping of health care, it should be

carried out routinel" in all aspects of health care to improve the qualit" of health services.

9atient attending each hospital are responsible for spreading the good image of the

hospital and therefore satisfaction of patients attending the hospital is equall" important

for hospital management. The stud" concluded that the -asan '"e are Hospital can

organize seminars and conferences from time to time for sharing information which

indeed a kind of publicit" and the hospital can also conduct free medical camp in rural

areas as a part of social responsibilit" which increases the reputation of the organization.

chapter 3 to conclusion

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