Assessment of Patient Satisfaction with Various In-Patient Services at a Tertiary Care Facility in Amritsar

As the patients become more aware of their rights and desire a higher quality of care, hospitals need to assess the levels of patient satisfaction with various services. Realizing the need, this survey was conducted to find the lacunas within various in-patient services at a tertiary-care corporate hospital.

A cross-sectional descriptive survey was conducted using a structured questionnaire. Percentage scores and weighted averages were calculated for individual parameters and total overall experience.

Amongst all the in-patient services, overall satisfaction was highest (99%) for admission services and lowest (88%) for accommodation and physical facilities. It was found that level of satisfaction for the different nursing services was higher than for the physician services. It was also seen that demographic factors like age, sex, income and education had an influence on patient satisfaction.

Quality improvement in a healthcare organization is possible only if we are aware of the various deficiencies that exist in relation to the provision of services. This study has highlighted various shortcomings across a variety of services, which can act as a springboard to initiate positive change.