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Name: Ebrahim Khan. College: NSHM College of Management & Technology. Course: Bachelor in Hospital Management. Semester: 5th Department: Marketing. Topic:“CUSTOMER SATISFACTION IN OUTPATIENT DEPARTMENT (OPD)” Duration: 13th June – 15th August 2011
1. ACKNOWLEDGEMENT 2. EXECUTIVE SUMMARY 3. INTRODUCTION. 4. OBJECTIVE. 5. METHODOLOGY. 6. LITERATURE REVIEW 7. DISCUSSION AND RESULT . 8. PROBLEM IDENTIFICATION 9. RECOMMENDATION 10.CONCLUSION 11.BIBLIOGRAPHY
It is a privilege to present my project entitled “Customer Satisfaction in OPD”. In this project an honest effort is made by me to critically analyze the level of satisfaction of the patients, and the marketing strategies of this institute. My acknowledgement goes to the following persons though not necessarily on the order I am stating. First of all I would like to thank the COO “Mr Rupak Barua” & Senior Personnel Manager” Mr.Ashoke Choudhury” from the bottom of my heart for giving me the opportunity to perform my work in “Calcutta Medical Research Institute”. I want to convey my gratitude “Ms.Manali ” the honorable HR executive, the project would have not have been complete without her inspiration. I also express my profound gratitude to Mr. Sombrata Roy, the Deputy General Manager Marketing, CMRI. The encouraging word of the Marketing Coordinator “Ms.Dipika Thappa” worked like magic. Mr. Shyam Sundar Dey, Deputy Manager Marketing has been very helpful throughout the training session. Apart from these, I want to thank each and every staff of CMRI as they had guided & helped us politely and guided me in every possible way. I would take this opportunity to thank our respected principal of NSHM College of Management & Technology “Mr. Mukul Mitro”. I would like to thank our batch Coordinator “Mrs. Nabaneeta Dutta” for her constant inspiration and priceless suggestions and the other entire faculty’s of NSHM for guiding me all the way through the project.
It should have enough accommodation to avoid congestion. day care treatment. Patients visit the OPD for various purposes. providing the best OPD Services is one of the primary goal of Hospital Administrator.Executive Summary The Out-patient department is one of the most important departments. preventive & rehabilitative services on an ambulatory basis. It should be large enough to avoid congestion. Therefore. Immunisation. Depending upon the size of the hospital and resources separate areas of examination for the specialist should be provided. like windowshopping in a super market where articles are laid down to chose and pick.Out-patient department should be so planned that the building is separate from the indoor area. health check up. admission and post discharge follow up. referral. It should be designed to provide services to one par cent of the population of the area. curative. It should be well connected to the laboratories. acute and chronic arte examined. The functions of the out-patients services are-provision of diagnostic. investigation. serious. All the patients suffering from the diseases of minor. . It is a shop window for patients. Not only for treatment but also for preventing and promotive services like.OPD services otherwise called as Ambulatory Care Services. x ray department and other sup portative services.OPD is the mirror of the hospital. which reflects the functioning of the hospital being the first point of contact between the patient and the hospital staff. Physio-therapy and so on. This is helping both the patient and hospital as patient remains at house near the relatives and the hospital is benefited by less demand on hospital beds there by reducing cost on in patients. like consultation. The Ambulatory Care Services is gaining popularity and is in demand due to “Day Care Services” and patient need not stay at hospital.
I had the opportunity to undergo an in-house training at the CULCUTTA MEDICAL RESEARCH INSTITUTE (CMRI). the function of which is to provide for population complete health care. As a student of Bachelor in Hospital Managemnt such practical training is required for the first hand knowledge about how hospital administration programmes are implemented and maintained in today’s high-tech hospitals with modern philosophy and outlook towards the patients and their relatives. hospitals are usually funded by the public sector health organization.INTRODUCTION According to World Health Organization “A hospital is an integral part of a social and medical organization. A hospital is an institution for healthcare providing patient treatment by specialized staff and equipment. the hospital is also centre for training of the health worker and bio-social research”. According to curriculum of West Bengal University & Technology for the summer training project . health insurance companies or charities including by direct charitable organization donations. Kolkata. . Today. both curative and preventive. where I was able to experience how the hospital functions to provide the best of the class health care service to its patients. and whose outpatient services reach out to the family and its home environment.
To study the functioming of the OPD department. . 4.OBJECTIVES The objectives of this study are: 1. 2. 3. To investigate the influence of physical facilities towards the Outpatient satisfaction. To assess the influence of hospital services inspiring the outpatient satisfaction. To explore at what extent OPD staffs acts a meaning indicator to measure Outpatient satisfaction.
Kolkata – 700 027 . Venue: Calcutta Medical Research Institute. 7/2. 2) Observational study to collect data regarding general administration of department.Methodlogy: 1) General study of the OPD department of hospital. Diamond Harbour Road. 4) Record study of present and past status of every department. 3) Cross-sectional study of department.
3. 4. Confirmation/Disconfirmation: Comparison of expectations with actual performance results in satisfaction or dissatisfaction. experience. 2. Expectations: The seeds of patient satisfaction are sowed during the prepurchase phase when consumers develop expectations or beliefs about what they expect to receive from the product. It can be said that there are five determinants of patient satisfaction. consumption. The wishing list might be of value for those who want to know the real person within the patient. Once patients come to the hospital and experience the facilities. They are: 1. feelings and needs. Adequacy of satisfaction is a result of matching the actual past experience with the expected reward. they may then become either satisfied or dissatisfied. These expectations are carried forward and again activated at the time of reusing.discrepancy results. Reliability: the ability to perform promised service dependably and accurately. 5. Satisfaction or dissatisfaction refers to emotional response to the evaluation of service. One must admit that there are a lot of things which could be altered. Performance: During the usage of services the patients experience the actual product in use and perceive its performance on the dimensions that are important to us. It will have five key elements. It refers to the consumers' state of being adequately rewarded. Factors Influencing Patient Satisfaction Every human being carries a particular set of thoughts. they are 1. . Comparison: It will be done after usage with pre-usage expectations. Discrepancy: If the performance levels are not equal. Patients form certain expectations prior to the visit. By getting to know the patients a little more to get their views on the care one ought to come closer to what the patients consider as a good care.LITERATURE REVIEW Concept of Satisfaction: Satisfaction is an important element in the evaluation stage.
3. environment. Social class reflects sex. Apart from the above. Tangibles: the appearance of physical facilities. behaviour of the doctors. availability of clinical services. Responsiveness: the willingness to help the patients and provide prompt service. Culture. Reference groups here refer to peers.2. 5. area of residence and recreational preferences. income. It refers to a set of feelings of the patient or his relatives. subculture and social classes are important in determining the satisfaction levels. The person's satisfaction is influenced by the psychological factors such as perception. which are important in determining the satisfaction levels. design of the ward. Assurance: The knowledge and courtesy of employees and their ability to convey trust and confidence. relatives. policies and procedures etc. 4. etc. availability of physical facilities and equipment. 5. paramedical staff. The family members are the important persons in influencing the patient. occupation. communication channels. They have a clear sense of their target customers and their needs. The best service hospitals set high service quality standards. 2. ideas. 3. Culture is the fundamental determinant of an individual's wants and behaviour. 1. Top service hospitals are patient obsessed. Patient satisfaction is a fundamental requirement for the clinical. Excellently managed healthcare organisations are having the following practices. One of the major . beliefs. Empathy: the provision of caring and individualized attention to patients. the leadership styles of administrators. The standards must be set appropriately high. other factors that influences the patient satisfaction include availability of adequate staff. learning and attitudes. which leads to patient satisfaction. nursing staff. The patient's behaviour is greatly influenced by social factors like reference groups. cleanliness. 4. personal and communication materials. neighbours and friends. management and financial success of any organization that provides healthcare. education. equipment. work load of the staff. effectiveness of management functions.
g. these factors might include the demographic characteristics of patients (e. Secondly. 2000. Kamal R . There are a growing number of efforts to compare the service quality of health care organizations on the basis of patient sssatisfaction data.D (Patient Satisfaction) is totally based on the principles of management that is firstly the managers have to plan properly how the floors & wards will run smoothly. It gives us a picture of an advanced & very effectively equipped organization with the various machines of latest technology & with some of the best names in this field. manage & balance various groups of people.challenges of the dynamic health care environment is keeping up with constantly escalating patient’s expectations. Gary J. This requires having various mechanisms in place for remaining in touch with and responding to those expectations is an essential organizational commitment in today's competitive healthcare market place. The goal of this study was to examine the extent to which a patient's satisfaction scores are related to both . On the basis of previous research. Such efforts inevitably raise questions about the fairness of the comparisons. Desai. Fair comparisons presumably should not penalize (or reward) health care organizations for factors that influence satisfaction scores but are not within the control of managers or clinicians. This helps in building a good image of a hospital.-age) and the institutional characteristics (e.-size) of the health care organizations where care was received. They also have to manage both patient & patient parties & to handle difficult situations.P. Meterko. Mark. JD. This particular name depicts an impression of quality service in the hospital industry. The quality of health system is sure to augment the already formidable reputation the institution enjoys as one of the most comprehensive & advanced health care providers The concept of O. organizing the system so that the hospital runs.g. Staffing should be done accurately so that both patient & patient party does not suffer any problem & above all is directing & controlling all the staffs of the floors & wards in a right direction so that the organization gains profit & can reach its ultimate goal Young.
The study of patient satisfaction was carried out in the SMHS Hospital on the inpatients. 6. and race consistently had a statistically significant effect on satisfaction scores.g.his/her demographic characteristics and the institutional characteristics of the health care organization where care was received. Study of patient satisfaction in SMHS hospital10. such adjustments may ultimately create a disincentive for health care organizations to customize their care. Conducted an analysis of secondary data from the Veterans Health Administration (VHA). Ophthalmology. Kashmir. hospital size consistently had a significant effect on patient satisfaction scores. willingness to recommend this Hospital to friends and relatives etc. Study results can be interpreted as justifying the need to adjust patient satisfaction scores for differences in patient population among health care organizations. laboratory Services. health status. 5. Radiology Services. Opinion about admitting & registration procedures. analyzed and inferences were drawn: 1. Burn Wards were included in the study. Among the institutional characteristics. Dermatology. Marketing questions for e. . US Department of Veterans Affairs. Opinion about Nutrition & Dietary services. A sample of 100 inpatients (both male & female) between 15 to 70 years age from Medical. 4. 2. Surgical. Among demographic characteristics. ENT. Opinion about services in ward. age. Hospital linen etc. 3. Data thus collected was scrutinized. However. Questionnaire was Developed and responses collected from the patients of long stay directly. Opinion about nursing services. from a policy perspective. The database contained patient responses to self-administered satisfaction questionnaires and information about demographic institutional characteristics of the hospitals where patients received their care. General information about attitude of doctors.
7. . These measures play a significant role in patient’s satisfaction. Patient’s response was categorized as poor. It has facilities of C. good and excellent. Scan and MRI. and Blood Bank etc.” Debt points are “deaths. In the outcome related to quality care. the credit points are “number Of lives saved. Residence. complications due to drugs or procedural errors. The study of patient satisfaction with the Hospital services at SMHS Hospital was carried out to elicit the patient’s opinion about the quality of services at SMHS Hospital and to analyze the various factors which influence patient’s satisfaction or dissatisfaction with the hospital services.3% patients considered the services at SMHS Hospital as excellent. The SMHS Hospital is 710 bedded teaching hospitals which are spread in a large share. Psychiatry Hospital and Chest Diseases Hospital. The hospital administrators should be aware of the needs and expectations of the public as per the Feedback of the public relations department and accordingly take policy decisions. it was found that 14. hospital infections and so on”. From the aggregate of scores of 21 questions of satisfaction questionnaire. CSSD Depts. Bed/Ward. The opinions of 100 patients were studied using the patient satisfaction questionnaire schedule. It contained also the back ground information of the patients Name. A good communication between the patient and provider of health care is vital factor for patient satisfaction. duration of stay. It has a good laboratory back up. average. Gynecology Hospital (Lalla Ded) Pediatric Hospital.T. Age. It has got well established laundry Department. Sex. It has many Well reputed associated hospitals like Bone & Joint Surgery Hospital. There should not develop any communication bridge between the Doctor and the patient. number of patients recovered and rehabilitated.
1% say that it was average and 6. intention to quit. physician care. Dissatisfaction decreased markedly with age.9% considered it as good. The implications of the relationship between patient satisfaction and nurses’ perception of their work are discussed. Michael P. Although nurse cynicism was reflected in lower patient satisfaction with interactions with nursing staff. including the right to a second opinion. Social class was associated with feeling patronized or ignored by doctors.7% of patients were poorly satisfied with the services. . No significant correlations were found between nurse professional efficacy and any of the patient satisfaction components measured. Sixteen inpatient units from two hospital sites formed the data base and included 605 patients and 711 nurses. Patients' perceptions of the quality of each of the four care dimensions corresponded to the relationships nurses had with their work. Patients on units where nurses found their work meaningful were more satisfied with all aspects of their hospital stay. and also showed a weaker but significant association with measures of psychosocial health and pain. Results were broadly in agreement with other national surveys and emphasized the high importance patients attach to being encouraged to ask questions about their treatment and having their choices explained. A picture of patients' satisfaction with interpersonal aspects of hospital-based care (including out-patient and accident and emergency services) was obtained from a postal survey of the general population of Lothian Region in south-east Scotland. Patients who stayed on units where nursing staff felt more exhausted or more frequently expressed the intention to quit were less satisfied with the various components of their care.69. Cohen11. the correlations between cynicism and other aspects of care fell below statistical significance. and meaningfulness of work as assessed on a staff survey with patient satisfaction with nursing care. Leiter. The opposite directions of the associations of satisfaction with older age and poorer health respectively. G. and the necessary correlation between age and health. information provided and coordination of care. 9. imply that the effects of health status and age on satisfaction should be estimated from a multivariate model. Phyllis Harvie and Cindy Frizzell This study examined the relationships of nurse burnout. and outcomes of the hospital stay assessed post-discharge.
07– 0. increasing to 59% at 2 weeks and 63% by 3 months. need for repeat visits. mental disorders (PRIME-MD). Correlates of patient satisfaction at varying points in time were assessed using a survey with 2-week and 3-month follow-up in a general medicine walk-in clinic. likely duration. the presence of unmet expectations markedly decreased satisfaction: immediately post-visit (OR: 0. functional status (Medical Outcomes Study Short-Form Health Survey [SF-6]). At all time points.14. visit costs and health utilization. Judith Chamberlin and Kurt Kroenke. Immediately after the visit. 2-week (OR: 0. At 2 weeks and 3 months. unmet expectations. while 2-week and 3-month satisfaction reflected aspects of symptom outcome (symptom resolution.05. symptom resolution.09).13) and 3-month (OR: 0. lack of unmet expectations).07. seen by one of 38 participating clinicians were surveyed and sthe following measurements were taken into account: patient symptom characteristics.04–0. Other independent variables predicting immediate after visit satisfaction included receiving an explanation of the likely cause as well as expected duration of the presenting symptom. Patients older than 65 and those with better functional status were more likely to be satisfied. A lack of unmet expectations was a powerful predictor of satisfaction at all time-points. satisfaction (RAND 9-item survey). Five hundred adults presenting with a physical symptom. 95% CI: 0. 95% CI: 0. experiencing symptomatic improvement increased satisfaction while additional visits (actual or anticipated) for the same symptom decreased satisfaction. in USA. Jackson.30). 95% CI: 0. functional status). 260 (52%) patients were fully satisfied with their care. symptom-related expectations. Immediately post-visit.03–0. Physician perception of difficulty (Difficult Doctor–Patient Relationship Questionnaire) and Physician Belief Scale. other predictors of satisfaction reflected aspects of patient– doctor communication (receiving an explanation of the symptom cause. .Jeffrey L. Patient satisfaction surveys need to carefully consider the sampling time frame as well as adjust for pertinent patient characteristics.
G. he found the time and energy to initiate pioneering projects for scientific research. The Calcutta Medical Research Institute (CMRI) is one of the many expressions that speak of his concern for the sick and underprivileged. A man of many parts. Technology museums. education. P.DISCUSSION: About the hospital Braj Mohan Birla (1895-1982) is widely regarded as one of the doyens of Indian industry. over the years has been playing an active role in nation building in many ways. The Group is known for its philanthropic works as well. Along with his wife. he was admired not only for his contributions to the industrial productivity and technology advancement. G. planetary. Despite his many preoccupations as a captain of industry. P. educational institutions and hospitals testifydh" . Innumerable charities and trusts for the uplift of the underprivileged have been set up. Birla A Commitment: The G P / C K Birla Group. Birla Mrs. health. Social welfare. he conceived and implemented a number of projects dedicated to the welfare of humanity at large. Rukmani Devi Birla. but also for his social commitments. Mrs. Mr.
OBJECTIVES OF CMRI: Mrs.Mrs. K. Birla . MISSION: To offer the highest standards of medical treatments with utmost care compassion & commitment to all sections of the society at best value-for-money costs. The Calcutta Medical Research Institute (CMRI) was set up in 1969. Birla to the G P / C K Birla Group's commitment to educating the people and serving the sick and the needy. Infact. With the unfailing support of his wife. education. M. the No. health and social welfare. He always found time to set-up pioneering projects like scientific research. 1 Heart Hospital in America for 10 years in a row. A landmark medical institution with more than 400 beds. COMMITMENT: To constantly upgrade our human & technological resources in order to keep pace with best global development in medical science. to provide international healthcare VISION. An ISO 9001: 2000 certified institution. Mrs. the founder of The Calcutta Medical Research Institute was known as a Visionary. MISSION & COMMITMENT OF CMRI VISSION: To be the leading multispecialty healthcare & research institute in eastern India with world class standards of quality & service. Late B. CMRI has tie up with Cleveland Clinic Foundation. C. K. C. he built a strong platform for a self-reliant India. Birla. he initiated numerous project dedicated to the welfare of humanity at large. Ganga Somany Mr. Philanthropist and Doyen of Indian Industry. Rukmani Devi Birla. CMRI today is one of the most advanced multi-specialty and research centers in India.
. To provide facilities for proper disposal of waste as per the prevailing statutory and regulatory requirements.Top management has established the following objectives. provide can the job training and quality concepts or systems to all concerned. which are measureable and consistent with the quality policy. To provide effective quality systems through feedback mechanism for continual improvement. effective. timely care with a human touch to our patients. To create a congenial work environment. The objectives are as follows: To provide efficient.
m. Arthritis clinic. Paediatric immunization clinic. Hyderabad.m to 4:00p.SOME OF THE SERVICES AVAILABLE: 6 days a week OPD clinic open from 8:00 a. 24 hour emergency services. Plastic. Day care procedures carried out regularly. Cosmetic and Hand reconstructive surgery. Opthalmology. One of the most advanced Joint replacement centre in Eastern India. Critical care at CMRI has been scientifically designed and equipped with state of the art facilities. Plastic Surgery. and Joint replacement Surgery. & Endoscopic Surgery and many other departments. Round the clock NABL accredited highly modernized Pathological Laboratory with latest equipment. Eye care at its best in association with LV Prasad Eye institute. ENT. offering the latest method of Computer Assisted Surgery (CAS) for painful joints. Liver clinic. Neuron Sciences. Gynecology. Gastroenterology. Health check up facilities. Regular Speciality clinic for medicine & surgery. Dental and Maxillofacial Surgery. Diabetes clinic. Laproscopic. . Orthopedics.
it is necessary the OPD staff should always be polite. Emergency and Trauma care. Opthalmic. cooperative & efficient.The human relation skill/ Public relation functions are of utmost importance in the OPD of a hospital.Other specialities of CMRI: Cardiology. Nephrology. cheerful. General medicine. Gastroenterology. OPD is a very important wing of hospital serving as a mirror. Family Medicine. Orthopedics. Dermatology. Orthodentistry. Clinical pathology. Pediatrics & Surgery. Oncology. OUTPATIENT DEPARTMENT(OPD): OPD is the First point of contact between patient and hospital staff . It is visited by large section of community . . Neurosciences. It is a part of the hospital with allotted physical facilities and medical and other staff in sufficient numbers. Plastic Surgery. Cardio Thoracic Surgery. Endocrinology. with regularly scheduled hours to provide care for patients who are not registered as inpatients.
To refer patients for admission to the hospital of those who need it. 6. 2. 4. About 80% of total admissions are through OPD. when necessary. These include not only the physical resources but also the materials and machines. To carry out preventive and promotive services through provision of immunization. To carry out after care and medical rehabilitation.FUNCTIONS OF OPD Outpatient Department is one of the department of the hospital which cares for the ambulatory patient who come for diagnosis. To train medical students.screening. collate and analyze records of patients using outpatient services for epidemiological. family welfare clinics etc. To treat on ambulatory and domiciliary basis all cases which can be treated in the Outpatient Department. The role and functions of outpatient services include: 1. after discharge from hospital. 7. which facilitates early diagnosis with support of paramedical staff and other allied health profession 3. house physicians and other professional staff such as nurses and technicians with valuable and diversified clinical experiences. 8. 9. . skills and ability of the specialist and supported by the resources of the hospital. treatment and follow up. 5. social clinical research and for periodic assessment of clinical outcomes etc. To provide for the community a major source of specialist diagnostic medical opinion by mixing the knowledge. antenatal. counselling. To promote health of the individuals under care in the Outpatient Department by means of health education. To compile.
Such as an orthopedic patient will get an orthopedic doctor. Around 350 patients are coming for consultation with the doctors daily.O) who is sitting in the Room no. All the different types of treatments are done in there respective departments. The General opd charge for consulting is Rs.ABOUT OPD OF CMRI In CMRI Hospital OPD is divided into GENERAL OPD and SPECIALITY CLINIC: GENERAL OPD General OPD is located in the GROUND FLOOR. different types of patient queries and information are helped over here in the HELP DESK. 100 for the first visit patient and issued a Health Priviledged Card and the old patient with the PRIVILEDGED CARD is Rs. Patients both directly come and take the appointment and appointments are given over phone in the front office receptions. There are two receptionists. Management of consultants and doctors are done by the Medical Officer (M. First entrance of the OPD Door. Two Reception counters and Help desk are located. 1. Both “First come First serve” and Appointment systems are served over here. The billing and requisition. SOUTH BLOCK of the hospital building. To visit doctor’s chambers a computerized system has situated following which patients will visit as per their serial number by the help of machine named Q MANAGEMENT SYSTEM . Each doctor has a particular days/dates to visit and each of them has been allocated with a particular chambers with the name plates been given on the doors. general medicine patients will get medicine doctors and so on. 75. Around 30 to 50 doctors visit in a schedule way. one HELP DESK reception. General OPD is the place where patients come for consultation of doctors of different fields. Twentyone rooms (1 to 21) are engaged in general OPD. In General OPD the patients will get the particular service that they are needed.
referral details. The system generates patient’s id numbers (PUKA) for the out patient’s.REGISTRATION: Registration module is the first entry point for a patient to get the treatment in a hospital. issuing lab requests and storing the patient’s history. It encompasses various activities related to registration. In decentralized billing the bills are generated at one place and payments are collected at the respective service counters of the department where the services are rendered. reporting. The system also generates referrals for clinical investigations. Registration is also essential for the delivery of lab reports. In centralized billing. the patient clears all monetary dues to the hospital at one central payment counter. The system has options of both Centralized Billing and Decentralized Billing. The system would help to schedule the visit of the patients by fixing the appointments with the doctors as per their availability dates. Main Features of Billing Charge slip generation Collection of payments Refund and adjustments Running bill generation Final bill generation . The (PUKA) is issued for future identification of the patients and recording their essential data. appointment and scheduling. BILLING: Billing is the system where bills are generated and payments are collected against them. payment collection and verification. treatment details. The investigations which are to be carried for the patients would be accessed on-line by labs. recording out patient’s consultation.
SPECIALITY CLINIC Speciality Clinic –is a place where patients come for consultation of doctors of different fields. With our professional nursing staff and doctors on site 24 hours a day we have the ability to cope with any level of infirmity or dependency. Dental. Our patients fest reassured by the promise that they will receive the highest standards of care and attention. Along with which a favorable staff-to-patient ratio ensure personalized care. ENT. Orthopedics. Around 350 patients are coming for consultation with the doctors . so all routine diagnostics and day-care procedures can be carried out within the department. investigation and regular follow-ups with specialties. for speedy treatment and maximum patient comfort. Skin. Plastic Surgery. Eye. Corporate life might bring home big bucks and glamorous lifestyle. but sometimesendless hours of work and high streets levels leave little time to think about one’s health. That’s where our speciality clinic steps into make the lives of corporate executives simpler and healthy by addressing problems that are official to professionals in today’s stressful scenario. Neuro Sciences & Laparoscopic Surgery.Invoice generation THE NEW SPECIALITY WING The new speciality clinic wing at CMRI houses dedicated facilities for Gastroenterology. CMRI’s specialty clinic offers the convenience of finding all related speciality and services under one roof. Each department has been equipped with stateof-the-art facilities and designed to be self contained. A majority of programs at our speciality clinic include consultation.
The system also generates referrals for clinical investigations. Registration is also essential for the delivery of lab reports. This clinic offers the special facilities which are not available in general OPDs that is why we call it speciality clinic.daily. The . Such as an orthopedic patient will get an orthopedic doctor. Patients both directly come and take the appointment and appointments are given over phone in the front office receptions. issuing lab requests and storing the patient’s history. It encompasses various activities related to registration. There are two receptions. Uncounted number of doctors visit this clinic in a schedule way. To visit doctor’s chambers a computerized system has situated following which patients will visit as per their serial number by the help of machine named Q MANAGEMENT SYSTEM. Both “First come First serve” and Appointment systems are served over here. The system generates patient’s id numbers (PUKA) for the out patient’s. different types of patient queries and information are helped over here. Uncounted services are found at Speciality Clinic in relation to the Out Patient Department. one main reception one orthopedic and one ENT reception. Even physiotherapy and pathology are also available here. The investigations which are to be carried for the patients would be accessed on-line by labs. treatment details. REGISTRATION: Registration module is the first entry point for a patient to get the treatment in a hospital. The billing and requisition. In this clinic the patients will get the particular service that they are needed. referral details. reporting. The (PUKA) is issued for future identification of the patients and recording their essential data. Each doctor has a particular days/dates to visit and each of them has been allocated with a particular chambers with the name plates been given on the doors. general medicine patients will get medicine doctors and so on. All the different types of treatments are done in there respective departments. Speciality Clinic is located in the 1st floor of the South block building of the hospital. appointment and scheduling. There are also two other receptions one in Cosmetic Clinic and another in Eye department. payment collection and verification. recording out patient’s consultation.
The system has options of both Centralized Billing and Decentralized Billing. In decentralized billing the bills are generated at one place and payments are collected at the respective service counters of the department where the services are rendered. Main Features of Billing Charge slip generation Collection of payments Refund and adjustments Running bill generation Final bill generation Invoice generation . the patient clears all monetary dues to the hospital at one central payment counter. BILLING: Billing is the system where bills are generated and payments are collected against them.system would help to schedule the visit of the patients by fixing the appointments with the doctors as per their availability dates. In centralized billing.
E. 50 Obstetrician & Gynecology 47. 16. 40 41 42 43 44. 33 35 36 37.M. 49. 38.G / E.G Room Pathology Urology Physiotherapy Dietician General Medicine General Surgery Clinical Psychologist Gastroenterology Orthopedic Pediatric 26. 39. 18 Total 6 Rooms . 32. 28 29 30 31. 48 Chest & Respiratory Dental ENT Cosmetic Clinic 51 25 D 15. 45 46. 27.VARIOUS DEPARTMENTS OF SPECIALITY CLINIC WITH THERE REEPECTIVE ROOMS DEPARTMENTS ROOM NUMBERS: Neuro Science E. 17.
Some prior knowledge is necessary for subdivision into strata. Random samples following simple random sampling without replacement are drawn from each stratum in proportion to its size.The inpatients were subjected to a questionnaire consisting of a number of questions’s Sample:. The population is subdivided into several strata or subpopulations which are relatively homogeneous with themselves. Stratified random sampling:. I have selected the feedback form and the questionnaire on this basis for analysis. . A characteristic of a sample is called a statistic. My methodology of work includes Patient survey and direct observation . direct interaction with patient as well as patient party. Hence stratified random sampling results in better estimates than simple random sampling of same size.SURVEY INSTRUMENTS:The methodology of my project was purely based on personal observations. while in random sampling some sections may be over-represented or under-represented or may even be omitted. My project is based on stratified sampling. patient survey through structured questionnaires. and a thorough discussion with the executives and various other staffs .in most situations.Patient survey is very important as it helps to know how satisfied patients are with the quality of catering and physical amenities provided for inpatients or the accessibility of health care facilities. called stratification. In a stratified random sampling. the parent population is not homogeneous. the different sections of the populations are suitably represented through the subsamples. Questionnaire. but between the strata there are material differences.A randomly selected part of the population constitute the sample and the methodology of selecting the sample is called sampling.
37% of the patients came to the hospital frequently for any problem. shows the distribution of samples with regards to the frequency of visits to the hospital. 46% of the patients came to the hospital for occasionally for some specific illness. As shown in the PIE CHART among the responding outpatients 17% of the patients came to the hospital for the first time.Total number of patients REGISTERED between 13.2011 and 12.06. The above data reveals that the visit of patient to the hospital is more to a specific illness because of the famous of hospital’s specific departments. .08.2011 Sample-100 (number of patients I have taken for data analysis on patient satisfaction) RESULT How frequently do you visit to this hospital? 17% 37% Occasionally for some specific illness 46% Frequently for any problem For the first time FIGURE:1 Figure 1.DESIGN OF RESEARCH:Population.
Figure shows the number of patients who took appoinment and who did not take appointment before reaching to the hospital: 22% of the customers took the appoinment before reaching to the hospital while 78% of the customers did not take appointment before reaching to the hospitals.Did you take appointment before reaching to the hospital 22% yes 78% No FIGURE: 2 Figure 2. It indicates that first come first serve is obeying in OPD only a few Consultants have the appointment system. shows the nubmer of patients who took appointment efore reaching to the hospital. Figure shows the number of patients who took appoinment and who did not take appointment before reaching to the hospital .
13% of the customers were sent by relatives/friends to the OPD of the hospital. Because of the Reputation of the hospital 30% of the customers visit to the hospital. 33% of the customers were visited to the hospital because of the availability of physical facilities.Reason to choose the hospital 35 30 25 20 15 10 5 0 No. 9% of the customers were referred by the family doctors to the hospital. of patient Near to Reputatio the house n of the hospital Reffered by the family doctor 9 Availibity of physical facilities 33 Sent by relatives/ friends Series1 Series2 25 30 13 FIGURE : 3 It is quite clear from the bar diagram that 25% of the customers came to the OPD because of near the house to the hospital. From the above diagram it can be identified that majority of the customers choose the hospital of the availability of the physical facilities .
.Response and courtesy shown y the OPD staffs 40 35 30 25 20 15 10 5 0 Series1 no. of customers Excellent 22 Good 40 Fair 20 Poor 18 FIGURE: 4 Figure 4 shows feelings of the customers over the response and courtesy shown by the OPD staffs 22% of the customers felt Excellent over the response and courtesy shown by OPD staffs 40% of the customers felt Good over the response and courtesy shown by OPD staffs 20% of the customers felt Fair over the response and courtesy shown by OPD staffs 18% of the customers felt Poor over the response and courtesy shown by OPD staffs It indicates that most of the patient felt Good to the response and courtesy of the OPD staffs.
e only 12% and 10% are not satisfying with them. More than half (54%) of the customers were not satisfied with toilet facility of the hospital.Are you satisfied with the hospital outpatient physical facilities? 100 80 60 40 20 0 No. Sitting arrangement and Drinking water of the OPD are satisfied by 88% and 85% respectively of the customer and less no patient i. of patient Sitting Drinking Toilet facility Trolley . . Trolley and stretcher facilities were almost (90%) satisfied by the customers. Arrangemen water stretcher t Yes 88 85 46 90 No 12 15 54 10 FIGURE: 5 Figure 5 shows the satisfying level of physical facilities available in the OPD. It shows that most of the customers satisfy with sitting arrangement and drinking water facility.
30% of the customers felt average. . It indicates that the services of the Reception of the OPD is good but needs to improve in to satisfy all the customers. The above bar diagram shows 30% of customers felt good about the Help Desk of the OPD. It reveals the services of the Help desk is average. It shows cleanliness of the opd is good. 42% of the customers felt average and 28% of the customers felt bad. of respondents Reception 45 43 22 help desk 30 42 28 cleanliness 68 30 2 waiting time 32 50 18 FIGURE: 6 The Figure 6 shows the respondents feelings about the quality services of OPD The bar diagram shows that the OPD Reception is feeling good by the 45% of the customers. and 22% felt bad. 50% felt average and 18% felt bad.What do you feel about the quality service of opd? 80 70 60 50 40 30 20 10 0 good average bad no. Half of the customers felt average about the waiting time of registeration as well as consultants. nearly half of the customers have the desire to improve the help desk of the OPD. The above bar diagram shows 32% of the customers felt good about the waiting time. 68% of the customers felt good about the cleanliness 30% of the opd. only 2% felt bad. 43% of the customers felt average.
It reveals that most of the customer felt the OPD as reasonably spacious.what do you think about the area of OPD? Very congested Reasonably spacious Quite spacious 36% 16% 48% FIGURE: 7 The bar graph clearly indicates that 16% of customers are felt the area of OPD is very congested. 36% of the customers felt Quite Spacious. 48% of the customers felt Reasonably Spacious. .
Ease of access to the medical specialists in the hospital Excellent Good Poor Bad 16% 20% 12% 52% FIGURE: 8 Figure 8 shows customers respondants about the ease of access of Medical Specialists in the hospital 12% of the customers felt Excellent about the ease of access of Medical Specialists 52% of the customers felt Good about the ease of access of Medical Specialists 20% of the customers felt Poor about the ease of access of Medical Specialists 16% of the customers felt Bad about the ease of access of Medical Specialists It reveals that most of the customers felt Good about the ease of access of Medical Specialists .
40% of the customers response May Be. it shows the dissatifaction level of the OPD services. 10% of the customers response No. . 8% of the customers response Never. 42% of the customers response YES and they were ready to refer the hospital to the friends or relatives. it reveals that they were neither satisfied nor dissatisfied to the OPD service . of respondents Yes 42 May be 40 No 10 Never 8 FIGURE: 9 Figure 9 shows customers response about the referring of this hospital to the friends or relatives. it shows the highly dissatifaction level of the OPD services.Will you refer CMRI to your friends or relatives? 45 40 35 30 25 20 15 10 5 0 Series1 no.
4. Lack of appointment system. Lack of coordination among the OPD staffs.Problem identification: 1. Toilet facility inside the hospital premises. Lack of effective and efficient manpower. 2. 3. Lack of trolley and stretcher. 5. .
most of the visitors facing a lots uncomfortable. To make this happen staffs should be given training in dealing with the customers. 5. This requires some instruction boards and sign board in the hospital which will help to directs the customers to their destination. This will help the mentioned staffs can render the information adequately to the needy customers. Taking into consideration the low satisfaction of customers with regards to the information given by the Help Desk and Enquiry Desk staffs. The customers wants the staffs to be impartial. so it is highly required to supply the doctor’s list from these two with the addition of Enquiry Desk. it is suggestd that some type of orientation course on facilities and services available in the hospital be given to them. Doctor’s list: Most of the customers have the high demand of doctor’s list in the Help desk as well as Registration counter. In order to reduce this problem appoinment system should be adopted instead of existing first come first serve method for all the consultants. Instruction Boards and Sign Boards: A large of number of customers found difficult to locate some facilities. Efficiency of the staffs: Most of the customers said that the information given by Help Desk and Enquiry Desk are not adequate and the behavior of the Receptionist is not good. 2. Long Waiting Time: Most of the patients were suffering from the long queue in the registration counter as well as long waiting time to meet with the Doctors . These are discussed below: 1. friendly. Toilet facility: As the OPD toilet is outside the hospital premises. so it is suggested to keep the toilet facility inside the hospital premises for the OPD Visitors. 4. 3.RECOMMENDATIONS: Taking into consideration the problem faced by the customers. some actions are suggested for enhancing the patient satisfaction and improving the service quality of the OPD. sympathetic and courteous under all cicumstances. .
there is lack of manpower. . In order have a smooth workflow in the OPD more staffs should be posted to the OPD of the hospital.6. OPD Staffs: Comparing with the visitors and OPD staffs ratio .
OPD staffs’ service and courtesy have assumed more for importance today as they contriute a crucial role to increase the satisfaction level of the customers in Outpatient Department The study also identified some of the factors which are responsible for the dissatisfaction of the patients. the main feeling and image carried by the patients about the hospital mainly depends on human aspects the concern sympathy and the understanding shown by the hospital staffs. There are new needs and new demands. From the study it can be concluded that in the OPD. Hospital represent a sizeable investment of resource. Since the outpatients are considered as the best marketing agent for the hospital. There is increasing concern to improve the quality of administration in the hospital to meet the rising expectation of people. equipment.CONCLUSION: Hospital is a service industry. public image and overall service of the hospital. hospital staffs’ services and courtesy have any influence on their satisfaction level. the hospital administration should try tomake them satisfied from the every aspects of the hospital resources. Therefore apart from the clinical studies it is aso very essentials to explore whether the physical facilities. The service of the customer ( patient) in a hospital is to be individualized( customerisation) to satisfy the individual patients unlike the case of industries. Many small factors add upto a feeling a high satisfaction. Everyone of us has visited a hospital as a patient or patients’ relatives or friends. . physical facilities. so effort must be made to reduce the level of dissatifaction that patient may have with the services of OPD and thereby to improve the functioning. Apart from the quality of staffs.
KOLKATA. CMRI is meeting your needs. Your responses are directly responsible for improving these services.ANNEXURES VISITORS SATISFACTION I. a student of BHM(Bachelor in Hospital Management of NSHM COLLEGE OF MANAGEMENT AND TECHNOLOGY. VISITORS NAME: AGE: GENDER: MALE/FEMALE ADDRESS: TICK THE MOST APPROPIATE ONE 1. How frequently do you visit this hospital-? For the first time Occasionally for some specific illness Frequently for any problem ( ( ( ) ) ) 2. Reason to choose the hospital a) Near to house b) Reputation of the hospital ( ( ) ) . Did you take appointment before reaching to the hospital? a) Yes ( ) b) No ( ) 3. Kindly give your frank opinion.Ebrahim Khan. all responses will be kept confidential and anonymous. would like to know how you feel about the services of CMRI provided so that I can make sure.
Response and courtesy shown by outpatient department staffs Excellent ( ) Good ( ) Fair ( ) Poor ( ) 5. Are you satisfied with the hospital outpatient physical facilities? a) Sitting arrangement b) Drinking water c) Toilet facility d) Trolley. Stretcher yes ( yes yes yes ( ( ( ) ) ) ) no ( no ( no ( no ( ) ) ) ) 6. What do you feel about the following quality of service? Good Reception / Registration ) Help desk ( ) Cleanliness of the opd ) Security services ) ( ( ( ) Average ( ) Bad ( ( ) ( ) ) ) ( ( ) ) ( ( .c) Referred by family doctor d) Availibity of physical facilities e) Sent by relatives/ friends ( ( ( ) ) ) 4.
.Waiting/Queuing system ) ( ) ( ) ( 7. valuable suggestion and options. Any suggestion for improvement: Date: Signature: Thank you for your kind co-operation. What do you think about area of outpatient department? Very congested Quite spacious ( ( ) ) Reasonably spacious ( ) 8. Will you refer CMRI to your friends or relatives? Yes ( ) May be ( ) No ( ) Never ( ) 10. Ease of access to the medical specialists in the hospital Excellent ( ) Good ( ) Poor ( ) Bad ( ) 9.
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