A STUDY ON PAITENT SATISFACTION IN OPD VENUE

A STUDY ON

PAITENT SATISFACTION IN OPD

VENUE - RABINDRANATH TAGORE INTERNATIONAL

INSTITUTE OF CARDIAC SCIENCE

FOR PARTIAL FULLFILLMEN T OF BBA (HOSPITAL MANAGEMENT)

FROM DINABANDHU ANDREWS I NSTITUTE OF TECHNOLOGY &

MANAGEMENT.

SUBMITTED BY:

NAME- MINAKSHI MAJUMDER

REGISTATION NO-151541310013

RO LL NO-15403315013

ACKNOWLEDGEMENT

I am using this opportunity to express my gratitude to everyone who supported me throughout the course of this training. I am thankful for their aspiring guidance & friendly advice during my training & the project work.

I express my warm thanks to MS. SANJUKTA NANDI

(PRINCIPAL MA’AM), MR. SUROJIT SARKAR (HOD of BHM),

MR. ABHIJEET SINHA ( INTERNAL GUIDE OF OUR COLLEGE),

MS MOUMITA ROY AKULI ( ASSISTANT PROFESSOR),

MS PAROMITA GHOSH( ASSISTANT COORDINATOR),

MS. RITA DAS ( OPD COORDINATOR), MS. JAYA DAS

(ASSISTANT OPD COORDINATOR) AND MS. ANUPRIYA ROY

(HR) for their support & guidance & all the faculties who provided me

with the facilities being required & conductive conditions for my

projects.

.

THANK YOU

MINAKSHI MAJUMDER

(HOSPITAL MANAGEMENT 6TH

SEM)

---------------------------------------------------

DECLARATION

I do hereby declare that this project work “ A STUDY ON OVERVIEW OF THE HOSPITAL “, at RABINDRANATH TAGORE INTERNATIONAL INSTITUTE OF CARDIAC SCIENCES HOSPITAL ( MUKUNDAPUR) at Kolkata for 3 months ( 4TH JANUARY to 3RD APRIL ), submitted by me in practical fulfilment for the requirement of Bachelor Degree in Hospital Management (BHM) from Dinabandhu Andrews Institute of Technology and Management with the collaboration of West Bengal University of Technology (WBUT) is the result of my original and independent research work carried out under the supervision and guidance from Dinabandhu Andrews Institute of Technology and Management .

I further declare that this project work or any part of this has not been submitted by me anywhere for the award of any degree or other similar title before .

MINAKSHI MAJUMDER

(STUDENT OF HOSPITAL MANAGEMENT)

---------------------------------------------

EXECUTIVE SUMMARY

Introduction- The outpatient department is an important part of the overall running of the hospital. Many patients are examined and given treatment as outpatients before being admitted to the hospital at a later date as inpatients. When discharged, they may attend the outpatient Clinics to follow up department.

Objectives- The objectives of the study are to understand the history, functioning & workflow of the hospital, to observe the functioning of the Out-patient department, to analyse the patient satisfaction survey, to identify the gaps and to recommend if any.

Broad Overview- My project based on “PATIENT SATISFCTION OF OPD”. Patient satisfaction is an important and commonly used indicator for measuring the quality in health care. Patient satisfaction affects clinical outcomes, patient retention, and medical malpractice claims. It affects the timely, efficient, and patient-cantered delivery of quality health care. The objective of patient satisfaction are Patient satisfaction efforts need to shift away from simply “making patients happy” to delivering individualized treatment to optimize care. Delivering the right thing for the right patient when &where they need it.

Problem Identification- The problem of OPD area are lack of housekeeping staff, public holiday not clearly display on the notice board, Prolonged waiting time in the registration & billing counter, Delays for collection of laboratory specimens & payments.

Recommendation- The recommendations of OPD are- the no. of housekeeping staff should be increased, no of billing counter as well as billing staff should be recruited, public holidays should be clearly displayed on the notice board.

Conclusion- The total no. of respondents was 200 & the total number of questions were 5. So the total number of respondents were 1000. Among 1000 responses, 760 responses were satisfied and 240 responses were dissatisfied. This project took me through the various phases of project development and gave me real insight into the world of the hospital.

SERIAL NO TOPIC

1. HOSPITAL PROFILE

2. INTRODUCTION ABOUT SPELIZALIZED DEPARTMENT

3. REVIEW OF LITARATURE

4. OBJECTIVE

5. BROAD OVERVIEW

6. METHOLOGY

7. DATA COLLECTION & INTERPITATION

8. PROBLEMS OF OPD AREA

9. RECOMMENDATION

10. CONSCLUSIONS

11. BIBLIOGRAPHY

12. ANNEXURE

HOSPITAL PROFILE

Rabindranath Tagore International Institute of Cardiac Sciences (RTIICS) Kolkata is a multi-specialty hospital spread over 4 acres on Eastern Metropolitan Bypass at Mukundapur. RTIICS, a unit of Narayana Health has 14 fully equipped operation theatres and 3 state-of- the-art Catheterization Laboratories with 24 hours facility.

In the last 14 years, RTIICS has performed over 24500 life-saving adult and

paediatric cardiac operations, 93000 cardiac Cath Lab procedures, 1500 Kidney

Transplants, 258000 dialysis and over 35600 multispecialty surgeries, including

joint replacements, minimally invasive surgeries, neurosurgeries and other

general surgeries. Over 80000 senior citizen club members and over 20000

patients received financial assistance through Guest Support Cell. A dedicated

team of renowned surgeons, specialist doctors, nurses, technicians and

paramedical staff with the most modern equipment and laboratory has made

RTIICS one of the leading hospitals of the Narayana Health group.

RTIICS comprises of 34 major clinical departments that cater to the people of West

Bengal and neighboring districts in Eastern India as well as the North Eastern states.

The hospital also has many international patients coming -in from Bangladesh,

Nepal, Bhutan, Africa and Myanmar for various treatments and returning home

with successful remedies.

Address-

Premises No: 1489, Mukundapur,, Postal Address 124, E M Bypass

Kolkata, West Bengal – 700099.

Email-

[email protected]

Helpline-

186-0208 0208

Emergency Number-

+91 9903 335544

Services & Facilities

Services

Consultation: Out-patient & In-patient 24/7

Emergency &Trauma

Pharmacy

Laboratory

Radiology

Facilities-

14 state-of-the-art OTs with 6 exclusively for cardiac surgeries 3

Cath Labs

160 Critical Care Beds (CCU) 28

bed Emergency Unit

Dialysis Services: 23 beds Dialysis Unit

NABL accredited laboratory

Speciality Clinics: Arthritis Clinic, Paediatric Growth Clinic

Narayana Health - A Pan-India Multispecialty Hospital Group

2000 Year founded by Dr Devi Prasad Shetty 56 Healthcare facilities 31 Locations in India 1.97 Patients annually (in millions) 30+ Medical specialties 312 Daily average surgeries and procedures 11,650 Full-time employees and students

2,563 Full-time, consultant and student doctors

MEANING OF NH LOGO

NARAYANA in Sanskrit means the preserver of the Universe which matches with the NH ethos of being committed to the health of every life.

NH VALUES :

Values are represented by the acronym “I CARE” where

I stands for INNOVATION & EFFICIENCY

C stands for COMPASSIONATE CARE A

stands for ACCOUNTABILITY

R stands for RESPECT FOR ALL

E stands for EXCELLENCE

Positioned to serve a billion people Pan India

Footprint

Established presence and strong brand recognition in two geographical clusters in the southern state of Karnataka and eastern India.

Emerging presence in western and central India, leveraging brand image and operational experience.

23 multispecialty and superspeciality facilities with 4,858 operational beds providing tertiary care.

8 superspeciality heart centres contained within third-party hospitals.

24 primary care facilities, including clinics and

information centres. 4 new hospitals being commissioned.

MISSION & VISION-

MOTTO - “Ethical Treatment with Care” MISSION STATEMENT-

To help the average people reach the best available standards of Medicare. To facilitate Healthcare specialists to utilize their skills in an ethical and professionally oriented healthcare environment.

GOAL STATEMENT – To provide quality health

care based on the best available standards within the

reach of every individual.

INTERNATIONAL PATIENTS

VISA ASSISTANCE

ACCOMMODATION FACILITIES LOCAL MOBILE NUMBER

FREE DENTAL CONSULTATION

IN HOUSE 24/7 INTERPRETATION SERVICES COMPLIMENTARY AIRPORT PICKUP & DROP

DEDICATED RELATIONSHIP MANAGER & PATIENT CARE. TRAVEL DESK.

AVAILABILITY OF INTERNATIONAL CHANNELS.

FLOOR DIRECTORY

RTIICS BUILDING

FLOOR PARTICULARS

GROUND FLOOR CARDIAC OPD,ECG,ECHO, EMERGENCY ,

TELE MEDICINE , SURGICAL OPD , EYE

OPD , HOLTER , TMT ROOM.

FIRST FLOOR ITU ( 4 , 5 ,6 ), O.T, CARDIAC DOCTOR - SURGEON CHAMBER

SECOND FLOOR RTIICS GENERAL WARD , SEMI

PRIVATE WARD

ACTC BUILDINGS-

FLOOR PARTICULARS

GROUND FLOOR New & Old OPD, Dietician room

FIRST FLOOR Academic unit, Office of Chief medical Conference hall, OT

SECOND FLOOR Dialysis, Blood Bank, ITU- 4, 5, 6

THIRD FLOOR General ward, Private ward, Linen store

FORTH FLOOR CSSD, Semi private ward, bio- medical Microbiology

FIFTH FLOOR Cath-labs,CCU-23

SIXTH FLOOR ITU-7,8,9, Cardiac OT

SEVENTH FLOOR General ward, Housekeeping desk , ITU – 1, 2 , NICU, HDU , Duty Doctors Room, Staff Refreshment Room, Dept of Clinical Research

EIGHTH FLOOR Private , deluxe suit, Telephone Operator ,Suit (2801)

INTRODUCTION ABOUT SPELIZALIZED DEPARTMENT

The outpatient clinic of a hospital, also called an outpatient department provides

diagnosis and care for patients that do not need to stay overnight. The outpatient

department is an important part of the overall running of the hospital. Many patients are

examined and given treatment as outpatients before being admitted to the hospital at a

later date as inpatients. When discharged, they may attend the outpatient Clinics to

follow up department.

OBJECTIVES OF OPD-

1. Provision of general medical services to outpatients on

scheduled/unscheduled basis .

2. Family welfare Services , Counselling. 3. Health education. 4. Medical , nursing, & paramedical education.

IMPORTANCE OF OPD-

1. It also reduces the number of admissions to a hospital to raise the threshold of admission.

2. It ensures that only those patients are admitted who really need inpatient care.

FUNCTION OF OPD-

1. To provide specialist diagnostic medical opinion to outpatients.

2. To treat patients on ambulatory basis. 3. Screen patients for hospitalization. 4. Follow up treatment of discharged patients.

REVIEW OF LITERATURE

J Cutan Aesthet Surg . 2010 Sep-Dec 3(3) 151-155 Bhanu Prakash

Patient satisfaction is an important and commonly used indicator for measuring the quality in

health care. Patient satisfaction affects clinical outcomes, patient retention, and medical

malpractice claims. It affects the timely, efficient, and patient-centered delivery of quality

health care. Patient satisfaction is thus a proxy but a very effective indicator to measure the

success of doctors and hospitals. This article discusses as to how to ensure patient satisfaction in

dermatological practice.

Nettle man MD

Clinical Performance and Quality Health Care [01 Jan 1998, 6(1):33-

37]

The past decade has seen increased attention focused on patient satisfaction; however, there are

no universally accepted means of measuring patient satisfaction. A review of recent studies

reveals some interesting findings. Satisfaction has been shown to be related directly to patient

expectations; however, intuitive physician judgments about patient expectations may not

correlate with true expectations. Further, patient satisfaction may not correlate with the level of

clinical outcome. Recent advances have changed our understanding of this complex field.

Redmond GM , Sorrell JM

Outcomes Management for Nursing Practice [01 Apr 1999, 3(2):6772]

The purpose of this qualitative research study was to describe the lived experience and

satisfaction of 20 patients after discharge from two acute care rural hospitals. Issues

involved in measuring patient satisfaction are discussed in this article. Results of the

research are discussed within the themes of (1) knowledgeable watchfulness, (2) thoughtful

presencing, and (3) hospital: home and homeless. One pattern, nursing as a bridge, was

found throughout the interviews. The authors recommend incorporating qualitative

components in the study of patient satisfaction to capture the subtle, invisible ways that

nursing interventions can enhance patient satisfaction with quality health care.

Bell R , Krivich MJ , Boyd MS

Marketing Health Services [01 Jan 1997, 17(2):22-29]

The importance of maintaining high levels of patient satisfaction has been well researched

and thoroughly documented. Patient satisfaction can be measured, changed, controlled, and

managed effectively to aid in improvement quality.

Nevertheless, little research has been conducted to determine how patient satisfaction affects

quality or how satisfaction strategies affect patients' perceptions. The authors of this study view

patient satisfaction as a value-added component. They present a statistical process control-chart

method that can help implement and evaluate a CQI strategy for improving patient satisfaction.

The study illustrates how to measure patient satisfaction, create control charts, interpret the

results, and develop administrative applications aimed at fulfilling a CQI strategy.

Rashid Al-Abri Rashid Al-Abri* and Amine Al-Balushi Over

Over the past 20 years, patient satisfaction surveys have gained increasing attention as meaningful

and essential sources of information for identifying gaps and developing an effective action plan

for quality improvement in healthcare organizations. However, there are very few published

studies reporting of the improvements resulting from feedback information of patient satisfaction

surveys, and in most cases, these studies are contradictory in their findings. This article

investigates in-depth a number of research studies that critically discuss the relationship of

dependent and independent influential attributes towards overall patient satisfaction in addition

to its impact on the quality improvement process of healthcare organizations.

OBJECTIVE

To understand the history, functioning & workflow of the hospital

To observe the functioning of the Out-patient department.

To analyse the patient satisfaction survey

To identify the gaps

To recommend if any.

INTRODUCTION-

BROAD OVERVIEW

Patient satisfaction is an important and commonly used indicator for measuring

the quality in health care. Patient satisfaction affects clinical outcomes, patient

retention, and medical malpractice claims. It affects the timely, efficient, and

patient-centered delivery of quality health care.

OBECTIVE-

The main objective of this paper is to share the findings on patients' satisfaction about

various components of out-door patient department (OPD) services. In this study, the

OPD is defined as the hospital's department where patients received diagnoses and/or

treatment but did not stay overnight.

DETERMINANTS OF PATIENT SATISFACTION-

In the increasingly competitive market of healthcare industries, healthcare

managers should focus on achieving high or excellent ratings of patient satisfaction

to improve the quality of service delivery; therefore, healthcare managers need to

characterize the factors influencing patient satisfaction which are used as a means

to assess the quality of healthcare delivery. In order to understand various factors

affecting patient satisfaction, researchers have explored various dimensions of the

perceived service quality, as meaningful and essential measures of patient

perception of healthcare quality. Kaneet et al. (1997) and Marley et al. stated that

measuring satisfaction should "incorporate dimensions of technical, interpersonal,

social, and moral aspects of care".2 Research of patient satisfaction in advanced as

well as developing countries has many common and some

unique variables and attributes that influence overall patient satisfaction.

METHODOLOGY

TRAINING DURATION- 3/1/2018- 3/4/2018

TIMING- MONDAY TO SATURDAY 9 AM – 5 PM

DATA COLLECTION METHOD-

PRIMARY DATA-

A questionnaire had been formulated in order to collect the primary data consisting of close ended questions & open ended questions. Questionnaire was mainly objective types based on outpatient department services, waiting time, facilities, behavior of the staff, & support services.

SECONDARY DATA-

The secondary data had been collected directly from the hospital, with the help of hospital yearly records & other reports.

TIME TAKEN FOR BILLING AND REGISTRATION

140

60

S A T I S F I E D D I S A T I S F I E D

TIME TAKEN FOR BILLING & REGISTRATION

30

70

SATISFIED DISATISFIED

DATA COLLECTION & INTERPITATION PERCENTAGE AND NUMBER OF PATIENT SATISFIED & DISSATISFIED

1. TIME TAKEN FOR BILLING & REGISTRATION

PATIENTS NUMBER PERCENTAGE

SATISFIED 140 70%

DISATISFIED 60 30%

TOTAL PATIENTS 200 100%

Comments- 140 patients were satisfied and 60 patients were dissatisfied in the above chart of TIME TAKEN FOR BILLING AND REGISTRATION

Comments- 70% patients were satisfied and 30% patients were dissatisfied in the above chart of TIME TAKEN FOR BILLING AND REGISTRATION

TIME TAKEN FOR DOCTOR’S CONCULTATION

170

30

S A T I S F I E D D I S S A T I S F I E D

TIME TAKEN FOR DOCTOR’S CONCULTATION

15%

85%

SATISFIED DISSATISFIED

2. TIME TAKEN FOR DOCTOR’S CONCULTATION


SATISFIED 170 85%

DISATISFIED 30 15%


Comments -As we can see from the above chart 170 patient were satisfied and 30 patients were dissatisfied that TIME TAKEN FOR DOCTOR’S CONCULTATION

Comments -As we can see from the above chart 85% patient were satisfied and 15% patient were dissatisfied that TIME TAKEN FOR DOCTOR’S CONCULTATION

3. TIME TAKEN FOR BLOOD COLLECTION


SATISFIED 180 90%

DISATISFIED 20 10%


Comments -As we can see from the above chart 180 patient were satisfied and 20 patients were dissatisfied that TIME TAKEN FOR BLOOD COLLECTION.

Comments -As we can see from the above chart 90% patient were satisfied and 10% patient were dissatisfied that TIME TAKEN FOR BLOOD COLLECTION.

TIME TAKEN FOR BLOOD COLLECTION

180

20


TIME TAKEN FOR BLOOD COLLECTION

10%

90%


4. COMMUNICATION SKILLS & BEHAVIOUR OF STAFFS


SATISFIED 120 60%

DISATISFIED 80 40%


Comments -As we can see from the above chart 120 patient were satisfied and 80 patients were dissatisfied that COMMUNICATION SKILLS &BEHAVIOUR OF STAFFS

Comments -As we can see from the above chart 60% patient were satisfied and 40% patient were dissatisfied that COMMUNICATION SKILLS &BEHAVIOUR OF STAFFS.

COMMUNICATION SKILLS AND STAFF BEHAVIOUR

120

80


COMMUNICATION SKILLS AND BEHAVIOURS STAFFS

40%

60%


5. CLEANILESS OF HOSPITAL

PATIENTS NUMBER PERCENTAGE SATISFIED 150 75% DISATISFIED 50 25% TOTAL PATIENTS 200 100%

Comments -As we can see from the above chart 150 patient were satisfied and 50 patient were dissatisfied that CLEANLINESS OF HOSPITALS.

Comments -As we can see from the above chart 75% patient were satisfied and 25% patient were dissatisfied that CLEANLINESS OF HOSPITALS.

160

140

120

100

80

60

40

20

0

CLEANLINESS OF HOSPITALS 150

50

0 0

NUMBER


CLEANLINESS OF HOSPITALS

25%

75%


6. TOTAL NO OF PAITENT SATISFACTIED & DISATISFIED –

PATIENTS NUMBER OF RESPONSE PERCENTAGE NO OF SATISFIED PATIENTS 760 76% NO OF DISSATISFIED PATIENTS 240 24% TOTAL PATIENTS 1000 100%

COMMENTS-The total no. of respondents were 200 & the total number of questions were 5. So the total number of respondents were 1000. Among 1000 responses, 760 responses were satisfied and 240 responses were dissatisfied.

COMMENTS-The total no. of respondents were 200 & the total number of questions were 5. So the total number of respondents were 100%. Among 100% responses, 76% responses were satisfied and 24% responses were dissatisfied.

NUMBER OF RESPONSES 760

240

N O O F S A T I S F I E D P A T I E N T S N O O F D I S S A T I S F I E D P A T I E N T S

NUMBER OF RESPONSE

24%

76%

NO OF SATISFIED PATIENTS

NO OF DISSATISFIED PATIENTS

PROBLEM AREA OF OPD

Prolonged waiting time in the registration &billing counter.

There is lack of housekeeping staff.

Public holiday not clearly display on the notice board.

Delays for collection of laboratory specimens & payments.

Lack of communications between the staffs.

No separate female changing room near the procedure room.

Parking space only available for doctors not patients.

Lack of ophthalmologist and paediatric medicine doctor.

There is no separate report delivery counter.

RECOMMENDATIONS

No of housekeeping staff should be increase.

Female changing room should be situated near the procedure room.

No of billing counter as well as billing staff should be recruited.

There should be a specific report delivery counter.

Toilets should be clean regularly.

Parking space should be available for patients also.

A door should be fix in front of ECG & ECHO area to control the traffic.

There should be a few more ophthalmologist and paediatric medicine doctor.

Public holidays & doctors on leave should be clearly displayed on the notice board for the convenience of the patient.

No of chairs in reception area should be increase.

CONCLUSION

It was a wonderful and learning experience for me while working on this project

This project took me through the various phases of project development and gave me real insight into the world of the hospital. The joy of working and the thrill involved while handling the various problems and challenges gave me the feel of the hospital industry.

It was due to this project I came to know how the hospital management

systems are designed and how the hospital works and the various procedures.

I enjoyed each and every bit of work I had put into this project.

BIBLIOGRAPHY

HTTP://WWW.NARAYANAHEALTH.ORG

Hekkert K.D., Cihangir S., Kleefstra S.M., Van den Berg B., Kool R.B. (2009), Patient satisfaction revisited: a multilevel approach. Social Science & Medicine; 69:68-75.

J Cutan Aesthet Surg. 2010 Sep-Dec 3(3) 151-155 Bhanu Prakash

Nettleman MD

Clinical Performance and Quality Health Care [01 Jan 1998, 6(1):33-37] Redmond GM , Sorrell JM

Outcomes Management for Nursing Practice [01 Apr 1999, 3(2):67-72]

Bell R , Krivich MJ , Boyd MS

Marketing Health Services [01 Jan 1997, 17(2):22-29]

Rashid Al-Abri Rashid Al-Abri* and Amine Al-Balushi

ANNEXURE

SURVEY OF PAITENT SATISFACTION OF RABINDRANATH TAGORE INTERNATIONAL

INSTITUTE OF CARDIAC SCIENCE

1. TIME TAKEN FOR REGISTRATION & BILLING


2. TIME TAKEN FOR DOCTOR’S CONSULTATION


3. TIME TAKEN FOR BLOOD COLLECTION

SATISFIED

DISSATISFIED

4. COMMUNICATION / BEHAVIOUR OF STAFF


5. CLEANLINESS OF HOSPITAL


CONTACT NO. EMAILID

VISIT DATE SEX

AGE NAME-

Signature for External Evaluator-

Signature for Internal Evaluator-

Documents

A STUDY ON PAITENT SATISFACTION IN OPD VENUE