Patient Attendant Perception

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[Type text]

A PROJECTREPORT ONPATIENTATTENDANTPERCEPTIONFOR THE

SERVICES OFHEALTH CAREORGANISATION

May 3

2012

PATIENTSATISFACTION


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PATIENT SATISFACTION

[Type text]RUBAN INSTITUTE OF HOSPITAL & HEALTH MANAGEMENT

A

Project report

On

Patient-Attendant perception for the services of health care organization

At

Mahavir Cancer institute and Research centre

Under the proper guidance of

Mr. Animesh Nath

Research & Academic coordinator

Submitted by Submitted to

Pritam Dr. Col A.K. Singh (retd.)Reg. No. 10221240016 MBBS (pat) MHA (AIMS) ndcMBA-HMGT Chairman of Ruban GroupRuban institute of Hospital& Health managementPTU University, Punjab


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ACKNOWLEDGEMENT

I am extremely thankful and indebted to mentor Dr. Col A.K. Singh

(retd.)(Chairman of Ruban Group) & Dr. Jitandera Kumar (Director of MCS)for his

support and guidance throughout the course of the project. Without him, this

project have neither begun nor reached a proper conclusion. Also, I would like to

mention about Mr. Animesh Nath who were always there to support me and

whenever I needed

I am also very thankful to Management of Mahavir Cancer Hospital,

Phulwarisharif, and Patna for allowing me to do this project under the well

guidance of their employees. I am extremely indebted by the help and support of

all the colleagues of this organization for taking time from their busy schedules

and explaining to me everything, even remotely related to my project about their

organization .

At last but not the least I would also like to thanks those entire person who has

help me directly or indirectly in the final completion of this project.

PRITAM

4th SEMESTAR

Ruban Institutes of Hospital and Health Management, Patna


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DECLERATION

This project work entitled Patient Attendant

Perception For The Services of Health care

Organization is an original piece of work based on

Primary & Secondary data and has not been

submitted to any educational institute / university

or organization for the apart of any

degree/diploma/certificate/fellowship/scholarship

, publication or reward to any individuals.

PRITAM Mr.ANIMES NATH (Guide)

Project Trainee Project Trainer


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TABLE OF CONTENT

SL.NO NAME OF THE CHAPTER PAGE NO.

FRONT PAGE

I. CERTIFICATEII. ACKNOWLEDGMENT

i.

ii. DECELERATION

iii. EXECUTIVE SUMMARY.

i. INTRODUCTION

ii. OBJECTIVE,RATIONALE & APPROACH

1. OBJECTIVE

2. RATIONALE

3.

APPROACHiii. REVIEW OF LITRETURE

iv. DATA INTERPETRATION

v. DATA ANALYSIS

1. TABLE

GRAPH

FINDING

vi. SUGGESTION

CONCLUSION

ANNUXURE


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HOSPITAL AT A GLANCE

AN NUX URE

DIFFERENT SECTION

IN MCS CAMPUS

ENGENIRRINGSECTION

GIRLS HOSTAL

CANTEEN

SECURITY


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QUESTIONNAIRES

Hope your decision of choosing MCS will be right & successful . We request you to; pleasespare your valuable time to fill the questionnaire and help us to serve you for yourbetterment.

PERSONAL PROFILE&SOCIO-ECONOMIC FACTOR

Name- __________________________

Sex-

Age-

Income group-

Town/city ( ) District ( ) State ( )

Referred from _________________

(a) Government Hospital (b) Private Hospital

___________________________________________________________________________ ___________________________________________________________________________

1. How do you came to know about Mahavir cancer sansthan?(a) Newspaper (b) T.V. & Radio (c) Friends/ Relatives

(d) Collage/University (e) Internet2. Are you aware about the treatment facilities at MCS?

(a) Yes (b) No (c) Cannot say3. Which mode of transportation to reach MCS?

(a) Public road transport (b) Local(b) Train (d) Private taxi

4. Did you get adequate information at the information centre?(a) Yes (b) No

5. How did you find the service at the various sections of MCS?

Sections Friendly UnfriendlyReception

EnquiryHelp Desk

6. How do you find the registration process of MCS?(a)Simple & Easy (b) Long & time consuming


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7. Time management

On Time LateDoctorsNurses

Technician

Ward boy

8. Attitude/Behavior

MEDICAL EMPLOYEE Polite Impolite

Doctors

Middle level managers

Technician

Ward boy

9. Cleanness

HOSPITAL SECTIONS Clean DirtyLounge

Ward/RoomDept./sections

Toilets

10. What was the waiting time to consult the doctors?

(a) On time (b) On 15 minutes (c) On 30 minutes

(d) On one hours (e) More than one hours

11. How much time was taken by management to make your file reach to the Tumor board?

(a) 1-2 hours (b) 2-4 hours (c) 4-6 hours

(d) one day (e) More than one day


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12. How did you find the availability of blood in blood bank?

(a) Always (b) Usually (c) Almost half the time

(d) Seldom (e) Never

13. Did you get pathological test report & radiological report on time?

(a) Always (b) Usually (c) About half the time


14. During the night shift the patient are served________________

(a) With much care (b) Remained uncared

15. Does MCS provide financial help to poor/needy patient?

(a) Agree strongly (b) Agree moderately (c) Agree slightly

(d) Disagree slightly (e) Disagree moderately (f) Disagreestrongly

16. Have you ever availed the financial help from MCS if yes please specify ________________

(a) Concession from management (b) Fund from government(c) Railway concession

17. PHARMACY SERVICES

a) The medicine prescribed by the MCS doctorsare______________

(a) Cheaper (b) Of reasonable prize (c) Costly

b) How did you find the availability of medicine in MCS pharmacy?



c) Do you think the present medicine shop can cater the need of the

Patients?

(a) To a great extant (b) Somewhat

(c) Very little (d) Not at all

18. How does MCS provide information for prevention & cure


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Of Cancer?

(a) MCS booklet (b) Conferences/seminar

(c) Lecture/ talk of medical person

19. How do you find the discharge process of MCS?

(a)Simple & Easy (b) Long & time consuming

20. Did you find any hidden cost ?

(a) Yes (b) No (c) Cannot say

21. How did you find the canteen/mess?

(a) In Hygienic condition (b) Un Hygienic condition

22. How did you find the quality of food in the canteen/mess?

(a) Nutritious (b) Non nutritious

23. Does MCS provide quality food for the patients?

(a) Yes (b) No

24. The management has provision for 24/7 ambulatory service?

(a) Almost always true (b) Usually true (c) Occasitionale true

(d) Sometime true (e) Sometime but in frequently true

(f) Usually not true (g) almost never true25. Does MCS have any grievances cell?


26.Does MCS provide the accommodation to the out station patients/attendant?

(a) Always (b) Usually

(c) About half the time (d) Seldom (e) Never

27. How did you find the parking facilities to MCS? (a)Sufficient (b) Insufficient

28. Does MCS provide counseling facilities for treatment & prevention & cure of cancer?


29. Are you satisfied with the overall services and facilities at MCS?

(a) Completely satisfied (b) satisfied


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(c) Dissatisfied (d) completely dissatisfied

30. Does MCS provide Ecofriendly environment and safety place for patients?

(a) To a great extant (b) somewhat



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MOVEMENT OF PATIENT IN THE MCS

Reception/helpdesk/enquiry

ADMIT

ICU/WARD INVESTIGATION

DISCHARGE/DEATH

HOME MORTUARY

LAB/PATH/RADIOLOGY

OPERATION

TRANSFER

OTHER

HOSPITAL

PHARMA

HOME

OPD


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FLOW DIAGRAM OF THE PROJECT

Approached MCS &confirmation of thetraining programme

Meeting withcoordinator forapproval of theproject

Discussion with projectguide (Mr. Animesh) &to project topic wasfinalized

Foundation/conceptbuilding classes forthe project wasconducted

Making & finalizingthe Questionnaire

Information gatheredbypatients/attendantsthroughQuestionnaire

DatainterpretationData analysis

ResultsFinding &suggestion

Conclusion

Finalizing &submission of theProject

Project finallyapproved &certificate was issuedby the managementfor careerenhancement


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QUESTIONNAIRES

7. How do came to know about Mahavir cancersansthan?(b) Newspaper (b) T.V. & Radio (c) Friends/ Relatives(d) Collage/University (e) Internet

8. Are you aware about the treatment facilities atMCS?(b) Yes (b) No (c) Cannot say

9. Which mode of transportation to reach MCS?(c) Public road transport (b) Local(d) Train (d) Private taxi

10. Did you get adequate information at theinformation system of MCS?(b) Yes (b) No

11. How did you find the service at the varioussections of MCS?

Sections Friendly UnfriendlyReceptionEnquiryHelp Desk

12. How do you find the registration processof MCS?


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13. Time management

On Time Late

DoctorsNurses

TechnicianWard boy

8.Attitude/BehaviorPolite Impolite

DoctorsMiddle level

managersTechnician

Ward boy9. Cleanness

Clean DirtyLounge

Ward/RoomDept./sections

Toilets

10. What was the waiting time to consult the doctors?

(a) On time (b) On 15 minutes (c) On 30 minutes

(d) On one hours (e) More than one hours


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11. How much time was taken by management to make your filereach to the Tumor board?

(a) 1-2 hours (b) 2-4 hours (c) 4-6 hours

(d) one day (e) More than one day

12. How did you find the availability of blood in blood bank?



13. Did you get pathological test report & radiological report on time?



14. During the night shift the patient are served________________

(a) With much care (b) Remain uncared

15. Does MCS provide financial help to poor/needy patient?

(a) Agree strongly (b) Agree moderately (c) Agree slightly

(d) Disagree slightly (e) Disagree moderately

(f) Disagree strongly

16. Have you ever availed the financial help from MCS if yes pleasespecify ________________

(a) Concession from management (b) Fund from government(c) Railway concession

17. PHARMACY SERVICES


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17. a The medicine prescribed by the MCS doctorsare______________

(a) Cheaper (b) Of reasonable prize (c) Costly

17. b How did you find the availability of medicine in MCS pharmacy?



17.c Do you think the present medicine shop can cater the need of the

Patients?

(b) To a great extant (b) Somewhat


18 Do you agree that MCS provide information for prevention & cure

Of Cancer?

(a)Completely agree (b) Mostly agree (c) Slightly agree

(d) Disagree () (e) completely disagree

19. How do you find the discharge process of MCS?


20. Did you find any hidden cost? (a) Yes (b) No (c) Cannot say

21. How did you find the canteen/mess?(a) In Hygienic condition (b) Un Hygienic condition

22. How did you find the food in the canteen/mess?

(a) Nutritious (b) Non nutritious


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23. Does MCS provide food for the patients?

(a) Yes (b) No

24. The management has provision for 24/7 ambulatory service?

(a) Almost always true (b) Usually true (c) Occasitionale true(d) Sometime true (e) Sometime but in frequently true

(f) Usually not true (g) almost never true

25. Does MCS have any grievances?


26. Does MCS provide the accommodation to the out stationpatients/attendant?

(a) To a great extent (b) Somewhat


27. How did you find the parking facilities to MCS?



28.

29. Are you satisfied with the overall services and facilities at MCS?



30. Does MCS provide Ecofriendly environment and safety placerespectively?


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Documents

Patient Attendant Perception