Patients’ Satisfaction and Quality of Emergency Care Services in a Tertiary Care Hospital in Chennai
Journal Title: National Journal of Research in Community Medicine - Year 2016, Vol 0, Issue 0
Abstract
Background: The patients’ choice of taking treatment at hospitals based on its quality of services has been portrayed as inevitable component Objectives: To analyze socio-economic, demographic profile of the patients and their satisfactions over the quality of services of emergency care department in Government General Hospital in Chennai. Materials and methods: The study was conducted among the patients visiting the emergency medical services GGH, Chennai. An interview schedule was used to collect information on their demographic profile, Dimensions of quality and patient satisfaction. Results: The sample size included 200 patients. Most of them (90%) visited hospital on their own. 68% stated it took nearly 10 minutes to get their details registered at registration counter. Over three-fourth of them (76%) expressed they needed to wait nearly 5-20 minutes prior to have consultation with doctors and physical examination. An outright majority of them (92.5%) felt they were comfortable with the provision available in the waiting area. Nearly everyone expressed that the doctors had spent nearly 20 minutes with every one of them. Over half of them (57.5%) felt privacy was not assured and maintained to them. 66% and 72% reported that the doctors were not adequately listening to their problems and did not wash their hands after having done physical examinations. Over two-fifth of them felt they were not involved in the process of decision making of treatment Most of the patients (90%) felt they were apparently assured of confidentiality. Over half of them (56%) ascertained that almost every nurse who was on duty took care of patients well. Over three-fourth of them (75.5%) rated the overall services of emergency care as good. Everyone (100%) stated that they would visit the hospital again and recommend others to utilize the services of the government hospital. Conclusions: The level of quality and patient satisfaction is mildly deficient in few areas and needs improvement for the achievement of optimal health of the people. The use of such a tool is recommended in order to improve the satisfaction levels of patients visiting such facilities.
Authors and Affiliations
Anantha Raman V. V. , Logaraj Muthunarayanan
Keywords
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