PATIENT SATISFACTION SERVEY IN EYE-Q SUPER SPECIALITY EYE HOSPITALS

PATIENT SATISFACTION SERVEY IN EYE-Q SUPER SPECIALITY EYE HOSPITALS

Presented by:-FAUZAN ANSARIfansari02@gmail.com MBA(HM) 2nd SEM

Submitted to:-DR. N. RAVICHANDRANJAMIA HAMDARD

INTRODUCTIONPatient Satisfaction is the important goals of the any health care systemPatient satisfaction is one of the established yardsticks to measure success of the services being provided in hospitalsThe degree of patient satisfaction can be used as a means of assessing the quality of health care Health systems have changed the way of thinking and delivering care: patient became the centre of the overall process

Eye-Q is the dynamic new code in super-specialty eye care. It covers everything, from maintaining optimum vision, preventing deterioration to correcting vision related problems. All this through our exceptional array of preventive and corrective procedures and cutting-edge practices.

Vision To be India's foremost chain of eye hospitals in terms of both Quality of eye care and the Number of patients handled.

CONT.Mission

To make every patient an Ambassador for Eye-Q through a combination of :- Highest level of quality and technology in eye care. Exceptional personal care. Complete integrity to the patient and his/her needs.

SERVICES PROVIDEDComprehensive Eye CareSpectacle Removal ServicesCataract ServicesRefractive ServicesRetina ServicesGlaucoma Services

Pediatric ServicesOculoplasty ServicesVisual Aid ServicesMediclaim Cashless ServicesOptical Services

METHODOLOGYAim of the study :-To evaluate patient satisfaction towards health care services in the OPD of EYE-Q Super Speciality Eye Hospitals .Objectives :-To determine the level of patient satisfaction towards OPD services with reference to physical facilities medical equipments, staff services.To describe accessibility of patients towards OPD services at EYE-Q hospitals To describe experience of patients in term of convenience, medical expenses and quality of care towards OPD health care servicesTo determine the association between socio demographic characteristics, accessibility, experience and patient satisfaction concerning the OPD service at EYE-Q hospital

Research DesignStudy Design: The normative observation was adopted for the study, as it was found to be the most appropriate method for data collection.Sampling Frame: A Sampling frame consists of a list of item from which the sample is to be drawn. The sample frame for this research constitutes the patient coming to EYE-Q hospitals.

Sample Size: The sample size of the research was 30 patients of EYE-Q hospitals. Samples are selected randomly.

FINDINGSINTERPRETATION :-

Age of the respondentsNo. of respondents20-30330-401140-501250-602>602

Gender of the RespondentINTERPRETATION :-

Gender of the RespondentFrequencyMale19Female11

Education Qualification of the RespondentINTERPRETATION :-

Education Qualification of the RespondentsFrequencyIlliterate2High-School2Sen. Sec.3Grad.11Post Grad.12

Appointment was easy to scheduleAppointment was easy to scheduleFrequencyYES24NO6

INTERPRETATION :-

How long the patient are visiting the facility ( years)INTERPRETATION :-

How long the patient are visiting the facility (years)Frequency 6 yrs0

Reliability of the patient over the hospitalINTERPRETATION :-

Reliability of the patient over the hospitalFrequencyReliable24Not Reliable6

Response of the hospital staffINTERPRETATION :-

ResponseFrequencyAdmirable25Bad response5

Tangible aspect of the hospitalINTERPRETATION :-

Tangible aspect of the hospitalFrequencyFavorable23Unfavorable7

Patient loyalty toward the hospitalINTERPRETATION :-

Patient loyalty toward the hospitalFrequencyLoyal25Disloyal5

Switching cost affect patients visitINTERPRETATION :-

Switching cost affecting patient's visitFrequencyYES26NO4

RECOMMENDATION

Applying six sigma for achieving quality care in Eye-Q hospitals Define:- Define the goal and scope of the project, improve patient satisfaction, reduce average patient waiting time, etc. Measure:- Continuously, monitor performance and collect performance related data using patient satisfaction survey, and for waiting time, design the patient appointment scheduling and patient waiting line system, implement the system, and continuously monitor the performance of the patient waiting line system.

CONT.Analyse:- If the level of performance goes below the lower limit of expected performance level, then analyze root causes of the problem, solve (not just fix) the problem by removing the root cause. Improve:- Implement procedures to remove the root cause of the problem and improve performance level of the system Control:- Evaluate the performance of the system before and after implementation of the improvement to measure the results of the improvement (Evaluate patient satisfaction levels before and after Six Sigma, and for waiting line, measure waiting time before and after Six Sigma implementation).

CONT.In addition to increasing patient satisfaction, Six Sigma can be used in other areas of healthcare such as:-Reducing medication mistakesReducing diagnostic laboratory errorsCapability studies and improvement of various medical and surgical procedures.

PDCA

CONT.PDCA - CONTINOUS IMPROVEMENT TOOL

Plan :- Objective To reduce patient waiting time before getting them into Doctors room for examination Plan Inform patients about expected waiting time and delays Expected Result - Immediate improvement of interpersonal skills and interactions Measures Using surveys to monitor.

Do :-Triage system :-

Treat serious cases as rapid as possible

Improve the staff co-ordination

Patient tracking system to track the patients.

Check :-Communicate :- To the staff, Patients and Patients relatives.

Act :-Determine if all waiting time has been reduced or not by using fast track conceptTeam approachRegular updatesTraining initiativesPosting patient satisfaction survey to motivate staff

Communication barrierRespondents were not interested to give their responseOver crowded OPD

Limitations

CONCLUSIONIn the healthcare sector, there is an urgent need for differentiation and standardization of the definitions and constructs for satisfaction and perceived health service quality and their adoption in all future health services research. The continued misuse and perpetuation of the inter-changeability of terminology not only compromises the worth of research, it inhibits the possibility of finding much needed answers as how best to conceive and measure health service quality from the patients perspective.Further, based on the existing evidence that the patient satisfaction is an unpredictable construct, a focus entirely on perceived service quality, as the definitive construct, is justified; and given the extremely high intensity nature of the service