customer satisfaction report july
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
CUSTOMER SATISFACTION REPORT (July 2010)
--A Comparative AnalysisAsian Institute of Medical Sciences
Faridabad(Haryana)INDIA
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Customer Satisfaction
Customer Satisfaction
Staff Behaviour
Nursing staff
Discharge services
Doctors
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Department Analysis
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
O.P.D
• Sample Size = 280
%Excellent
%Good
%Fair
%Poor
56.42
38.92
4.28
0.35
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
LAB SERVICES
SAMPLE SIZE=219
%Excellent
%Good
%Fair
%Poor
50.22
43.37
4.56
1.86
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
CASUALTY SERVICES
FACTOR SAMPLE SIZE
%EXCELLENT %GOOD %FAIR %POOR
DOCTOR 294 66.3 32.31 1.36 0
ACTION BY NURSING STAFF
288 49.48 44.13 0.35 0.35
TIMELY GENERATION OF MEDICAL REPORT
281 64.5 31.5 3.12 0.69
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
OVERALL CASUALTY PERFORMANCE
%Excellent
%Good
%Fair
%Poor
60.2
35.98
1.61
0.34667
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
I.C.UFACTOR SAMPLE
SIZE%EXCELLENT %GOOD %FAIR %POOR
NURSE 196 76.02 21.94 2.04 0
R.M.O 186 70.43 27.97 1.61 0
DOCTOR 195 76.92 26.07 0 0
STAFF 192 70.31 27.64 1.04 1.04
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
OVERALL I.C.U PERFORMANCE
%Excellent
%Good
%Fair
%Poor
73.42
25.155
1.1725
0.26
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
WARD/ROOMSFACTOR SAMPLE
SIZE%EXCELLENT %GOOD %FAIR %POOR
NURSING STAFF 328 76.5 21.0 2.4 0
DOCTORS’ VISIT 319 68.33 29.15 2.19 0.313
SATISFACTION CONSULTANT VISITS 331
64.95 32.32 2.41 0.302
HANDLING OF COMPLAINTS
313 64.8 30.03 3.83 0.95
SATISFACTION WITH TREATMENT
319 64.2 31.3 4.07 0.313
MAINTAINANCE329
64.13 30.09 5.16 0.609
R.M.O 274 63.13 32.84 4.01 0
SHIFTING TO WARD328
60.97 34.75 3.96 0.304
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Kitchen Services
Sample size= 322
39%
43%
14%
4%
TasteFood
%Excellent %Good%Fair %Poor
Sample size= 320
52%40%
6% 2%
HygieneFood%Excellent %Good%Fair %Poor
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
%Excellent %Good %Fair %Poor
44.8642.136
10.39
2.59
Overall Kitchen Services
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
DISCHARGE SERVICES
Sample size=293
%Excellent
%Good
%Fair
%Poor
41.63
36.51
15.01
6.82
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
OVERALL STAY
Sample size=326
%Excellent
%Good
%Fair
%Poor
2.5 7.5 12.5 17.5 22.5 27.5 32.5 37.5 42.5 47.5
%Excellent %Good %Fair %Poor
OverallStay 47.85 46.01 5.21 0.92
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Recommendation
SAMPLE SIZE=250
74%
24%2%
%Will Recommend %May Recommend %Not Recommend
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Comparative Analysis
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
51.256.42
45.138.92
3.04 4.280.5 0.35
OPD%EXCELLENT %GOOD %FAIR %POOR
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Doctor Casualty
Jun/10 Jul/10
62.766.3
34 32.31
2.86 1.360.4 0
%EXCELLENT %GOOD %FAIR %POOR
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
64 64.5
33.4 31.5
2.44 3.120 0.69
Nursing Staff Casualty%Excellent %Good %Fair %Poor
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
55.849.8
38.444.13
5.16 0.350.46 0.35
FRONT OFFICE BEHAVIOUR%EXCELLENT %GOOD %FAIR %POOR
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
45.250.2248.2
43.37
5.9 4.56 0.42 1.86
LAB SERVICES%Excellent %Good %Fair %Poor
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10
Jul/10
61.7 70.43
33.9
27.97
4.3
1.610
0
RMO I.C.U%EXCELLENT %GOOD %FAIR %POOR
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10Jul/10
68.1 76.02
28.9
21.942.84
2.040
0
Nurse I.C.U%EXCELLENT %GOOD %FAIR %POOR
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
64.170.31
29.4 27.64
6.471.040 1.04
Staff I.C.U%EXCELLENT %GOOD %FAIR %POOR
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
67.6
76.92
28.223.07
4.1100 0
Doctor I.C.U%EXCELLENT %GOOD %FAIR %POOR
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
56.660.97
38.834.75
3.013.961.5 0.304
Shift to Ward%EXCELLENT %GOOD %FAIR %POOR
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
64.7 64.95
32.5 32.32
2.29 2.410 0.302
Satisfaction with Consultant Visits%EXCELLENT %GOOD %FAIR %POOR
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
58.164.13
34.630.09
6.465.16
0.760000000000001 0.609
Maintainance%EXCELLENT %GOOD %FAIR %POOR
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
65.668.33
30.1 29.15
3.08 2.1940.770000000000001 0.313
Doctors' Visit%EXCELLENT %GOOD %FAIR %POOR
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
61.7 63.13
35.2 32.84
2.6 4.010.430
RMO Ward%EXCELLENT %GOOD %FAIR %POOR
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
%EXCELLENT 71.9 76.52
%GOOD 26 21.03
%FAIR 1.94 2.43
%POOR 0 0
515253545556575
Nurse Ward
PERC
ENTA
GE
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
%EXCELLENT 60.3 64.85
%GOOD 34.6 30.03
%FAIR 4.28 3.83
%POOR 0.770000000000001 0.95
5
15
25
35
45
55
65
Handling of Complaints
PERC
ENTA
GE
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Taste Food
Jun/10 Jul/100
5
10
15
20
25
30
35
40
45
5039.8 39.13
46.242.85
12.78 13.66
0.754.34
%EXCELLENT %GOOD %FAIR %POOR
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Hygiene Food
Jun/10 Jul/100
10
20
30
40
50
60
45.4
52.03
43.239.81
10.26.26
0.75 1.88
%EXCELLENT %GOOD %FAIR %POOR
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Services Food
Jun/10 Jul/100
5
10
15
20
25
30
35
40
4543.2 43.4344.3 43.75
11.27 11.25
0.751.56
%EXCELLENT %GOOD %FAIR %POOR
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10
Jul/10
62.5
58.07
33.1
36.33
4.3
4.34
0
1.24
Behaviour of Staff%POOR %FAIR %GOOD %EXCELLENT
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
50
41.6339.4
36.51
10.5215.01
4.66.82
Discharge papers%Excellent %Good %Fair %Poor
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Jun/10 Jul/10
75.3 74
23.1 23.6
1.5 2
Recommendation%WillRecommend %May Recommend %Not Recommend
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Services that had negative impact on Recommendation& Satisfaction level
Services that need improvement
Reason (Supporting figures)
Discharge services 8.37%decrease in customers who have rated it excellent& 2.22% increase in customers who found it poor.
Front Office Behaviour 6 % decrease in customers rating it as excellent.
Taste Of Food 3.59% increase in customers rating it poor & 0.67% decrease in customers rating it as excellent
General Behaviour Staff 4.43% decrease in customers rating it as excellent & 1.24% increase in its rating as poor.
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
Services that have shown ImprovementService % Increase in
Excellent rating% Decrease in Poor Rating
Doctor I.C.U 9.32% 0
RMO I.C.U 8.73% 0
Nurse I.C.U 7.92% 0
Maintainance 6.03% 0.151%
O.P.D 5.22% 0.15%
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
COMPLAINTS
• Discharge procedure too long.• Gatekeeper creates problem when relatives come to meet the
patient.• Doctors’ visit charges are too high.• Computer networks slow, customers have to wait for long at
the counter.• Food services need to be improved .• Billing system is too slow.• Improvement should be there in lift services.”Have to go 10
times a day by stairs to the 6th floor.• No choices for food items.Food not good in taste.• Some persons at Billing department rude.
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
COMMENTS
• “All is well”• “Nurses are very sweet.”• “May it flourish day & night and relieve the pain,both
mental& physical,of all the people coming to this excellent hospital.”
• “Nursing staff more than excellent.Really appreciable.”
• “Staff is very courteous & helpful.”
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
SUGGESTIONS
1.• Mobile chargers should be available on all
floors.
2.• Should consider middle class people also
in case of rates.
3. • A T.V should be there in each ward
4.• Semi-cabin should be provided with
intercom
5.• 2 separate Calling systems be placed in
twin sharing rooms.
6. • Newspapers be available to patients
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A SUPER SPECIALITY HOSPITAL & CANCER CENTRE
A Blue Sapphire Healthcares Hospital
CONCLUSION
• This research,based on the data collected for 2 months, explains the factors that deeply affect the satisfaction level of customers.
• It is clearly proved that a small change in any of the factors lead to appreciable alteration in the recommendation level.
• Factors that are contributing to growth rate of the organisation = Doctors,nurses,Staff(esp. I.C.U),Maintainance.
• Some growth limiting Factors= Discharge services, Taste of Food.