Part B-Anandakumar E (4RA16MBA03) PDF

A STUDY ON PATIENT SATISFACTION HIMS, Hassan
Chapter-1
Introduction
Department of Management Studies, RIT, Hassan

Chapter-1
Introduction
1.1 Introduction to internship:
As internship is an internal part of the VTU MBA curriculum. It is an initiative to

near a gap between understanding and its applications through a series of interventions that
students of VTU MBA program allows information and experience to the industry.
Internship project for 10 weeks program and project work is an integrated part of a
curriculum of VTU MBA its tool to bridge the concept and learn and its applicability in the
corporate world.
The report has undertaken the research in area of marketing based on the study of service
quality in Hassan institute of medical sciences, (Sri Chamarajendra Teaching Hospital)
Hassan.
1.2 Industry profile:
The health industry (additionally called the therapeutic business or health economy) is an
accumulation and assimilation of segments inside the monetary framework that gives
products and enterprises to look after patients with corrective, preventive, restoration and
calming care. It incorporates the age and commercialization of merchandise and ventures that
loan themselves to keep up and reestablish health. The current health industry is separated
into numerous divisions and relies upon interdisciplinary groups of prepared experts and
paraprofessionals to unite the health needs of people and populaces. The health business is
one of the biggest and quickest developing ventures on the planet. Expending in excess of 1o
percent of the (GDP) of most created countries, health care can make up a huge piece of a
nation's economy.
This second rate class incorporates exercises of, or under the supervision of, medical
attendants, birthing specialists, physiotherapists, logical or symptomatic labs, pathology
facilities, private health focuses or other health related callings, p. in the field of optometry,
hydrotherapy, restorative back rub, yoga treatment, music treatment, word related treatment,

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language training, chiropody, homeopathy, chiropractic, needle therapy, and so on. The
classification of the worldwide business.
The standard and the business order parameter additionally recognize the business as two
noteworthy gatherings: social insurance hardware and administrations; and pharmaceuticals,
biotechnology and related life sciences.
The gathering of social insurance groups and administrations comprises of organizations and
substances that give medicinal administrations, helpful supplies, and human services
administrations, for example, doctor's facilities, home social insurance suppliers, and nursing
homes. This last modern gathering incorporates organizations that deliver biotechnology,
pharmaceutical items and different logical administrations.
Different ways to deal with widening the scope of the health business have a tendency to
receive a more extensive definition, which incorporates other key measures identified with
health, for example, instruction and preparing of health experts, direction and administration
of health administrations, arrangement of customary and adjust meds. What’s more,
supervision of medical coverage.
The Indian healthcare industry is at present an industry of $ 65 billion, which is developing at

a rate of 15% and is required to touch $ 260 billion by 2020. As a developing business sector,
the present health situation in India demonstrates parts of both creating and created nations.
Regardless of the difficulties India still faces, plainly India's quickly developing health
market speaks to an open door for the Netherlands.
The Netherlands is solid in the territory of antibodies, therapeutics, diagnostics, medicinal
gadgets and doctor's facility plan. This makes us a fascinating accomplice for India as both a
provider of items and advancements as an information accomplice. With the right market
proposition as far as evaluating, long haul center and hierarchical adaptability, India could
speak to a fascinating business sector open door for Dutch organizations from both the fare
and the venture points of view.
For Dutch organizations and establishments, India could be a critical accomplice to work
with regards to financially savvy social insurance arrangements. India is as of now assuming
this part in the pharmaceutical business and the nation has turned into a wellspring of
development in the arrangement of savvy human services.
This record offers a concise outline to the point about the three principle areas of enthusiasm
from the Dutch mechanical viewpoint: Healthcare Delivery, Bio Pharma and Medtech.

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Drivers of development in India: India's health area, which will develop at a rate of 15%, is
relied upon to reach $ 250 billion by 2020. In the course of recent decades, the health
arrangement of the India has experienced a noteworthy change from being a freely weave,
social part bolstered by the Government to $60 billion industry (in FY 2011-12).
As of now, the Indian health industry is a favored segment for vital and money related
speculations. The appearance of the fundamental private performing artists in the mid 2ooos
and the expansion in government speculations have changed the health business into one of
the biggest enterprises as far as pay and work.
closing the gap: India has made considerable progress from where it was two decades back.
In any case, there are numerous difficulties. The nation still faces a deficiency of doctor's
facilities, specialists, pros and paramedical faculty. The training part has not kept pace with
the quick innovative advances in the field of prescription and there are quality issues in both
general society and private areas.
To conquer these difficulties, the Indian government is multiplying its human services
spending to 2.5% of GDP and putting intensely in general health framework. The private
segment is likewise boosting its interests in the arrangement of health administrations and is
right now in charge of 80% of the limit of new beds. All the principle chains of private
healing centers have extension designs sooner rather than later to enter the Tier II and III
urban communities. As India moves towards accomplishing its objectives in the development
of health framework, there are various open doors for Dutch organizations in regions, for
example, outline, designing and healing center gear.
Medical technology: The 'Medtech' business was esteemed at $ 4.4 billion in monetary year
2012-13 and is required to develop to around $ 5.8 billion of every 2013-14 and $ 7.8 billion
out of 2015-16 developing at a compound yearly rate of 15.5%, as indicated by a report by
Grant Thornton. The therapeutic gadget advertise in India is at present the fourth biggest
market in Asia with 700 medicinal gadget makers, and positions in the best 2o on the planet,
as indicated by information from the Indian Semiconductor Association.
The Indian market for gadgets comprises of restorative instruments, orthopedic and
ophthalmic gadgets, syringes, needles, catheters, examining gadgets (X-ray, modernized
tomography), swathes. An investigation by Cygnus on the segment in 2010 gave the market
appropriation of the gadget business, which is appeared in the accompanying figure.

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Over 75% of therapeutic gadgets utilized as a part of India are presently transported in. The
Indian market is regularly observed as a market to offer current develop showcase items by
worldwide machine organizations (now and again, even reconditioned hardware), generally
created and made outside of India. The primary classifications of things imported into India
incorporate imaging hardware, pacemakers, orthopedic and prosthetic gadgets, breathing and
breathing contraption and dental gear. Developing nearby generation is packed primarily in
specific districts and urban areas. The Indian health industry has advanced throughout the
years from being a social part bolstered by the legislature to being one of the biggest
enterprises in the nation and a favored area for vital and money related ventures. The
improvements in India offer plentiful open doors for the organizations and information
establishments that make up the Top Sector Life Science and Health. There are open doors
for the fare of medicinal gadgets, doctor's facility plan and designing, coordinated effort in R
and D in the zone of biopharmaceuticals and restorative gadgets and market openings in
zones, for example, training.
With the right market proposition as far as evaluating, long haul approach and hierarchical
adaptability, India could be intriguing for Dutch organizations for sends out, and also a
nearby nearness. Because of its predominance of the private segment, working together in the
health segment could be less muddled than different regions ruled by the administration. For
Dutch organizations and foundations, India could likewise be a critical accomplice to work
with regards to financially savvy answers for restorative care.
Increase in per capita spending on health and changing disease patterns to boost the
growth of the industry:
CARE Research trusts that the health segment in India is required to develop, driven by the
healing center industry, which speaks to 70% of the part. It is normal that elements, for
example, the expansion in per capita spending on therapeutic care, the adjustment in the
statistic profile, the change in infection profiles, the increment in the entrance of medicinal
protection and the fast development of the restorative tourism market will drive development
of the business.
Health insurance coverage to expand due to fiscal incentives and scope expansion:
A youthful populace mindful of health in a developing economy has protection scope. Private
medical coverage has extended as of late. The administration has likewise extended the
extension and scope of its protection designs. His Rashtriya Swasthya Bima Yojana (RSBY)

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was propelled to give medical coverage to the groups of the Below Poverty Line (BPL).
CARE Research anticipates that individual assessment motivations will build the level of
medical coverage infiltration.
Private spending on medical care will remain high:

Private spending on restorative care has dependably been at larger amounts in India. In spite
of the fact that its commitment to add up to health use has diminished as of late, the fall has
been minor. It is still among the most noteworthy on the planet. Be that as it may, with the
probability of the administration's rate rising, CARE Research expects private spending on
social insurance to stay at the momentum abnormal states.
90% of the health care industry operates in individual centers homes for the elderly:
In India, a large portion of the social insurance specialist organizations are centers keep
running by people or little nursing homes keep running by individual or gathering of
specialists. These shape over 90% of private social insurance offices while substantial
corporate healing centers (with at least 1oo beds) represent the remaining.
Social insurance has turned out to be one of India's biggest areas - both in arrangements of
pay and work. Social insurance includes doctor's facilities, restorative gadgets, clinical trials,
outsourcing, telemedicine, therapeutic tourism, medical coverage and medicinal gear. The
Indian human services segment is developing at a lively pace because of its strengthening
announcing, administrations and rising surge by open also secret players.
Indian social insurance conveyance framework is classified into two principle segments -
open and private. The Government, i.e. open medicinal services framework contains limited
optional and tertiary care establishments in scratch urban communities and spotlights on
given that fundamental social insurance comforts as essential human services focuses (PHCs)
in provincial territories. The private division gives main part of auxiliary, tertiary and
quaternary care establishments with a noteworthy mindfulness in metros level I and level II
urban communities.
India's aggressive advantage lies in its extensive pool of very much prepared therapeutic
experts. India is additionally fetched aggressive contrasted with its companions in Asia and
Western nations. The cost of surgical treatment in India is around one-tenth of that in the US
or Western Europe.

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A healthcare service has turned out to be one of India's biggest parts both as far as pay and
work. The business is expanding at a radiant speed because of its heightening scope, benefits
and expanding surge by open also private players.
 Throughout 2008-20, the commercial center is unsurprising to confirm a CAGR of

16.5 for every penny.
 The entire industry measure is unsurprising to touch USD160 billion by 2017 and
USD280 billion by 2020.
 As per the Ministry of Health, improvement of 50 advances has been focused in the
FY16, for the treatment of ailments like Cancer and TB.
 Government is underlining on the eHealth activities, for example, Mother and Child
Tracking System (MCTS) and Facilitation Center (MCTFC).
 Indian organizations are going into merger and acquisitions with residential and
remote organizations to drive development and accomplish novel markets.
Challenges to Indian hospital Industry is regardless of various development potential, the

doctor's facility industry faces numerous difficulties. The real test to the division is the
accessibility of human services experts. According to the twelfth Plan record, the nation faces
a deficiency of doctors and medical attendants. In spite of the means to build number of
schools and preparing organizations, the quantity of such experts in India would be far not as
much as wanted. Moreover there is an absence of administrative models for open and private
healing facilities in India because of the nonattendance of a national body to endorse such
norms or decide the benchmarks.

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1.3 Organization (Hospital) profile:
 Old Hospital
 New Hospital

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Hospital name & address Hassan Institute of Medical Sciences, (Sri

Chamarajendra Teaching Hospital) Hassan.
Date of establishment 30-October-1969.
Year of Merge 2014( Hassan Institute of Medical Sciences)
Area of Operation Hassan
Type Government
Founder Sri. Jayachamarajendra Wadiyar
Chief Administrative Officer Sri. Chidananda N.S
Finance Officer Sri. Devaiah k
Director Dr. Ravikumar B.C
Medical superintendent Dr. K. Shankar
Website www.hims-hassan.org
1.4 Background and inception of the organization (Hospital):
Sri Chamarajendra Hospital was established in 30-10-1969. Founder of this hospital was
Jayachamarajendra Wadiyar at the time of P.W.D minister as Sri. K Lakkappa. It is a
government hospital, all the authority of this hospital is handled by government of Karnataka.
In recent years Sri Chamarajendra Hospital was merged to Hassan Institution of Medical
Sciences, Hassan. Now it is a teaching hospital. The CAO of this hospital is Sri Chidananda
N.S. This is the district hospital of Hassan.
Department and specialty areas:
1. General Medicine.
2. Orthopedics.
3. Ophthalmology.
4. ENT.

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5. Radiology.
6. General Surgery.
7. Anesthesiology.
8. OBG.
9. Psychiatry.
10. Pediatrics.
11. AYUSH.
12. Physiotherapist.
1.5 Nature of business:
The hospital is defined as an institution for health care, often, but not forever, for long-term
patients. Several departments, functions and scope of a hospital are designed by various
organizations, institutions and countries. The nature and extent of hospitals depend on the
requirements of patients who visit hospitals. Patients visit hospitals for a variety of purposes.
Some patients in a hospital come only for analysis and or psychoanalysis and then disappear
(outpatient or outdoor); at the same time that others are 'admitted' and spend the night or for a
good number of days, weeks or months (hospitalized). Hospitals are generally illustrious of
other types of medical services because of their ability to admit and care for hospitalized
patients. In general hospitals, the general hospital is prepared to treat many types of diseases
and injuries and, in general, has an emergency room to deal with instantaneous threats to
health and the possibility of sending urgent medical services. A general hospital is, of course,
the main style of medical care with a huge integer of beds for concentrated attention and
long-standing care; and specialized facilities for surgical procedures, deliveries, laboratories,
etc. superior cities include a lot of diverse hospitals of unstable sizes and services.
1.6 Vision:
 To Enhance Quality of Life of people by providing Specialized Preventive Health

Care at Affordable Care to Community.
1.7 Mission:
 To be the best and finest Public Health Care Institution in the state of Karnataka,
providing Quality Medical Care services with the skill of art Technology with easy
accessibility, affordability & equity to the people of HASSAN district and around.

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1.8 Quality policy:
It is defined as an inherent and trademark property of an item or administration. Normal

measures of value are as yet auxiliary measures - The state of physical structure, floor space
per bed, comforts for crisis power and lighting in working rooms, check up and cleaning of
air admission sources, offices for disposing of irresistible waste, fire control and some more.
Extra measures for offices and hardware have been set up by the Joint Commission on
Accreditation of the Hospitals and by state permitting sheets, and so forth.
These measures are worried about faculty staffing design, instructive foundation of the work
force, security and tidiness of offices and equipment.
1.9 Objectives:
To attain the beyond mentioned mission the authorities framed the subsequent objectives.
 To start super-specialty Departments those are not available now.
 To make bigger the services those are not available now.
 To accomplish better patient care by optimizing the possessions.
 To help the medical students, to improve their experience/ knowledge.

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1.10 Organization structure:
Director cum Dean
Academic Administrative Finance

Dean
General Hospital Principal

HODs Administration Administration Nursing
School FA & AO
CAO Med. Supt.
RMO
AAO AAO AAO
Professor
Asso. Prof.
Asst. Prof. Office Supt.
Sr. Residents Sr. specialist Office Supt.
Office
Tutors Matron
Supt. Office Asst. Pharmacist
Group D Para medical Cash/Accounts
Staff Office Asst.
Office Asst.
Group D

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1.11 Work Flow Model:
Enrollment
Patient*on Initial Consultation
Counter Check-in
Enlistment Payment Counter
Specialist's Check-up
Examination Clerk and Payment
Lab-test, X-ray Collect medicine at pharmacy Hospitalization

etc
Go Home

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1.12 SWOT Analysis:
 Strength:
 Management and financial support from the Government.
 Larger premises with 750 beds.
 Free of treatment to the patients.
 Free of food supply for all patients.
 Own Blood Bank.
 Dialysis is available (10).
 Doctors and physicians with oversea degrees.
 Generic medicine facility available.
 Weakness:
 Don’t do much promotion.
 Process of admission is difficult.
 Lack of parking facility.
 Opportunities:
 Develop in technology.
 Increased outpatient services.
 Hiring Doctors.
 Social responsibilities and social awareness program.
 Threats :
 Other Private hospitals.
 Misinformation.
 Too much government intervention.

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1.13 Future growth and prospects:
 Establishing of hostels for poor patients.

 Providing of MRI facility.
 Increasing of machines in dialysis unit from 10 to 16.
 Storing of rain water for avoiding of water problem.
1.14 Achievements:
 Increased beds from 350 to 750.

 Adopting of hi-tech machines.
 Having digital library.
 Best established 15 surgery rooms.
 Having NICU.
1.15 Competitor’s information:
 Janapriya Hospital.
 Rajeev Hospital.
 Vaatsalya Hospital.
 JSS Hospital.

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1.16 Mckensy’s 7s framework:
 Strategy:*
The methodologies are created examining the interior and outside condition.
 Preventive health care.

 Medical*excellence*with*a*human*touch.
 Generating*awareness.
 Structure:*
The authorization cannot go through directly to the employees but the endorsement
will go with the sequential order like by Director, the director cum dean is the highest
power to get decisions. Under the*control of director there is academic dean,
administrative, hospital administrative etc up to the office assistant group D
employees.

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 System:
 This will controlled by the government of Karnataka.
 They have some rules and regulations to keep on track.
 Shared values:
 Quality patient care.
 Customer focus.
 Team work.
 Research leadership.
 Teaching excellence.
 Skills:
HIMS h0spital has great gifted w0rk p0wer and very much prepared m0st recent
0ffices and advances. A p0rti0n 0f the aptitudes that the w0rkers 0ught t0 limit are
auth0rity, capable, genuine, neighb0rly, cauti0n, t0lerant dependable and perceptive.
 Style:
Style alludes t0 the representatives’ shared and n0rmal mindset and carrying 0n.
HIMS healing facility has a paternalistic type 0f administrati0n style. The pi0neer
discl0ses m0st ch0ices t0 the w0rkers and guarantees that their s0cial and relaxati0n
needs are dependably met.
 Staff:
Staff additi0nally inc0rp0rates the ass0ciati0n appr0aches enlistment, determinati0n
and specializati0n. Staff inc0rp0rates b0th specialized and n0n specialized
representatives. Lab0r is the fundamental quality 0f any ass0ciati0n.
HIMS healing center has excepti0nally talented and all ar0und experienced
representatives wh0 can d0 the assignment pr0ductively.

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1.17 FINANCIAL STATEMENT:
Balance sheet of HIMS (Sri Chamarajendra Teaching Hospital) for the

year March 2016- April 2017
Particulars Amount (in lakhs)

Liabilities
Payables 725.7
Accrued expenses 325.0
Provisions 200.1
Current liabilities 1250.8
Other long term liabilities 24,525.0
Other dues 3900.0
Total liabilities 29675.8
Assets
Cash and deposits 955.0
Receivables 423.0
Inventories 483.4
Prepaid expenses 69.3
Current assets 1930.7
Investments 24,689.6
Property, plant and equipment 2,697.3
Advances 11.4
Other assets 346.8
Fixed assets 27745.1
Total assets 29675.8

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1.18 Ratio analysis:*
 Current ratio*= Current*assets

Current liabilities
= 1930.7
1250.8
= 1.54
 Quick ratio = Quick assets

Current liabilities
= 1930.7
1250.8
= 1.54
 Solvency ratio = Total assets
Total liabilities
= 29675.8
29675.8
= 1
 Net working capital = Current assets - Current liabilities
= 1930.7 - 1250.8
= 679.9
Department of Management Studies, RIT, Hassan 18

Chapter-2*
Conceptual Background and0
Literature Review0

Chapter-2
Conceptual Background and Literature Review
2.1 Theoretical Background:
2.1.1 Customer Satisfaction:
Satisfaction is the client's satisfaction reaction. It is a judgment that an item or administration

include, or the item or administration itself, gives a pleasurable level of utilization related
satisfaction.
 Satisfaction can be seen as happiness, joy, amuse. or then again even alleviation.
 Satisfaction is a dynamic, moving focus on that may advance after some time,
affected by an assortment of elements.
 Enhance Customer Satisfaction thro' Service Encounters: The administration Firms
should prepare and teach their administration faculty for positive administration
experiences, as for:
o Recovery – by getting ready for successful recuperation,
o Adoptability – by encouraging versatility and adaptability,
o Spontaneity – by empowering immediacy,
o Coping – by helping workers adapt to issue clients,
o The five measurements of administration quality – by dealing with the
measurements of value at the experience level and relating each experience to
one of the measurements.
This examination suggested that clinic benefit quality measurements incorporate

dependability, responsiveness, trust and personalization, and in addition built up an
exploration show for understanding the impression of reasonable clients with respect to
healing facility administrations. The model anticipated that healing facility benefit quality
measurements are calmly connected to the level of consumer loyalty and thus impact client
buy choice.

2.1.2 The five dimensions of service quality
Reliability*
Tangibles
Customer Purchase
Responsiveness*
Satisfaction Intentions
Assurance0
Empathy0
Tangibility - Since the administrations are substantial, clients get their view of the
nature of administration by contrasting the unmistakable related and these
administrations gave. It is the presence of physical offices, gear, work force and
correspondence materials. In this overview, in the composed poll, customers react to
inquiries concerning the physical plan and offices that FFR offers its customers.
Reliability - It is the capacity to play out the guaranteed benefit dependably and
precisely. Unwavering quality implies that the organization stays faithful to its
commitments: guarantees about conveyance, benefit arrangement, critical thinking
and costs. Clients need to work with organizations that convey on their guarantees,
especially their guarantees about administration results and center traits of the
administration. All organizations must know about the client's desire of dependability.
organizations that don't give the essential administration that clients trust they are
purchasing come up short their clients in the most direct way.

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Responsiveness - It is the ability to enable clients and give to quick administration.

This measurement accentuates consideration and quickness in managing client
demands, inquiries, dissensions and issues. Responsiveness is imparted to customers
for the time they need to sit tight for help, answers to inquiries or regard for issues.
Responsiveness also captures the notion1of flexibility and ability to customize the
service to customer needs.

Assurance - It implies motivating certainty and trust. The assurance is characterized
as the cordiality information of the representatives and the capacity of the
organization and its workers to motivate certainty and trust. This measurement is
probably going to be especially vital for the administrations that customers see as
suggesting a substantial increment and/or about which they don't know of the capacity
to assess. Trust can be communicated in the individual who connects the customer
with the organization, for instance, the showcasing office. In this way, representatives
know about the significance of building trust among clients to increase upper hand
and client dependability.
Empathy - It implies giving individualized and cautious consideration that the

organization gives its clients. In a few nations, it is basic to give singular
thoughtfulness regarding demonstrate the customer that the organization does its best
to address their issues. Compassion is an extra in addition to that the trust of the
clients and in the meantime expands the steadfastness. In this aggressive world, the
necessities of the customer increment step by step and the obligations of the
organizations are to the most extreme to fulfill the requests of the customers,
generally, the customers who don't get singular consideration will look somewhere
else.

2.1.3 The Integrated Gap Model of Service Quality
Expected^
Service
Customer^Gap
Perceived^
Customer
Service
External
Service/ Communication to
Customers^
Delivery/ Gap/4
Company
Gap/3
Customer-Driven Service/
Gap/1
Designs/ and Standards/
Gap/2
Company^
Perceptions/of
Customer^
Expectations

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2.1.4 Scope of integrated Gap Model of Service Quality/
Customer Gap
Gap 1 – Not Knowing What the Customer Expects
 Understanding Customer Expectations through Marketing Research

 Building Customer Relationships
 Service Recovery

Gap 2 – Not Having the Right Service Quality Designs and
Standards
 Service Development and Design

 Customer Defined Service Standards
 Physical Evidence and the Servicescape

Gap 3 – Not Deliveringoto Service Standards
 Employee’s Roles in Service Delivery

 Customer’s Roles in Service Delivery
 Delivering Services through Intermediaries and Electronic Channels
 Managing Demand and Capacity

Gap 4 – Not Matching Performance to Promises
 Integrating Services Marketing Communications

 Pricing of Services

2.1.5 Key reasons for GAP-2
Customer-driven service
Designs & standards
 Poor Service Design

 Unsystematic new service development process.
 Vague, undefined service designs.
 Failure to connect service design to service Positioning
 Absence of Customer-Driven Standards
 Lack of customer-driven service standards
 Absence of process management to focus on customer requirements
 Absence of forma process for setting service quality goals
 Inappropriate Physical Evidence and Servicescape
Management perceptions of
customer expectations

2.2 Literature review:

1) Khanchitpol Yousapronpaiboon, William C. Johnson(2013) directed a cross-
sectional change amidst 400 outpatients in Thailand demonstrates that the five stifled
extents of SERVQUAL had a significant power on the general greatness of the
administration. Congeniality had the furthermost power; trailed by sympathy, physical
assets, security measures; lastly consistency. It likewise demonstrated that nature of
administration can be assessed in an assortment of administration settings, for
example, the outpatient divisions of a doctor's facility.
2) S.Sharmila, Dr.Jayasree Krishnan (2013) studied the satisfaction of the patient and
its determinants, measurement issues and present therapeutic practices amidst 320
respondents. The outcome demonstrated that the nature of the administrations gave
brings about steady visits and unrivaled patient fulfillment.
3) S.M. Irfan, Aamir Ijaz and M.M. Farooq (2012) investigated the distinction of
administrations gave to patients by open healing centers in Pakistan among 369
respondents with the extents, to be specific, compassion, unmistakable components,
normality, transparency and safe house. The examination showed that open healing
centers are not making perceptible diligent work to offer distinction administrations to
their patients and assemble their necessities and prerequisites.
4) Ramaiah Itumalla (2012) He planned how doctor's facilities may better direct their
administrations and take advantage of data advancements to build up their
administrations among 210 patients who utilized the health administrations of a
private healing center in Hyderabad, India. By utilizing a buyer fulfillment file [CSI],
the agent sets up that the CSI accomplish for magnificence of administration in the
picked doctor's facility is 75.87 out of a potential 1oo.
5) Annamalai Solayappan, Dr. Jothi Jayakrishnan , Sethu Velmani (2011)

investigated the understanding and any expectation of patients with esteem to healing
center administrations completely using an administration quality hole show with 300
hospitalized patients. It is set up that there is an enormous hole in healing facility

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administrations, for example, physical rise, absence of consideration in taking care of

issues and individual concern.
6) Dr Markanday Ahuja Vipin Mitta, Dr. Seema Mehlawat (2011) empirically

investigated the connection between doctor's facility quality administration and nature
of administration routine for a case of patients from eye mind healing centers in
Haryana. It was captivating to take note of that the administration gave was evident
also again than prospect for measurements, for example, reliability, security and
sympathy.
7) Rajinder Singh (2010) he uncovered that buyer satisfaction is critical for the healing
center since it is typically unspecified to have an essential determinant of dull visits,
hopeful verbal exchange and patient unwaveringness. Patients' observations about
wellbeing administrations seem to have been ignored by wellbeing specialist
organizations in developing nations. The huge motivations to visit government
doctor's facilities are less charges, natural vicinity, proposed by your companions or
relatives. Patients are disappointed with the specialists' registration.
8) Jackson, J., Chamberlin, J., and Kroenke, K. (2001). Predictors of Patient

Satisfaction. Social Science and Medicine; 52(4): 609-620.
Correlates of patient satisfaction were measured over time. Participants were 5oo
patients presenting to the general medical care clinic of a large military (Walter Reed
Medical Center) medical center. Patients were surveyed immediately before their
medical care visit, immediately after the visit, and two-weeks and three-months post-
visit. Patient satisfaction was measured immediately post-visit with the Medical
outcomes Study (MOS) 9-item satisfaction scale that covered satisfaction with general
and specific areas of care. At two-weeks post-visit patients were mailed a
questionnaire that assessed satisfaction with only the general area of care.

26
9) SandipAnand (2010) carried out the subsequent overview in Tamil Nadu,

Maharashtra, Bihar and Jharkhand. The measurements include: closeness to the
administration, accessibility of specialists, holding up time, prescription, cleaning of
the offices, noble treatment, protection, reasonableness of the administration and
adequacy of the treatment. The outcomes showed that doctor accessibility, holding up
time, tidiness, protection and reasonableness in private wellbeing focuses improve the
probability that a wellbeing office will be utilized for any regenerative wellbeing
reason.
10) RituNarang (2010) applied a size of 20 things and appropriated to 500 clients of
wellbeing focuses including a tertiary wellbeing focus, a state therapeutic college and
two mission healing centers in Lucknow, India. It was discovered that the scale is to a
great extent dependable with a general Cronbach alpha estimation of 0.74. The
"individual and wellbeing hones" and the "arrangement of wellbeing administrations"
were measurably noteworthy to influence observation. Respondents were moderately
more negative in the things identified with "access to administrations" and
"reasonableness of specialists for ladies". The tertiary wellbeing focus was evaluated
poorer than the restorative college and the mission doctor's facilities. Strategy creators
ought to consider the necessities and sentiments of patients to accomplish a generous
change and a critical change in the nature of their medicinal services administrations
for better and more prominent utilization of their administrations. Access to human
services administrations requires prompt and critical consideration from strategy
producers. Also, they ought to enhance the quantity of rooms, the gathering and the
subsequent administration together with the accessibility of prescriptions and
specialists for ladies. This instrument can be connected for the subjective assessment
of the administrations of the therapeutic care programs and the social insurance
focuses of India.
11) SeetharamanHariharan, Prasanta Kumar Dey (2010) introduced a quality

administration system consolidating the circumstances and end results chart and the
legitimate structure. An emergency unit recognized for the examination. They found
that patients enhanced foundation, best in class hardware, all around looked after
offices, IT-based correspondence, propelled specialists, attendants and care staff,
better patient care and better accessibility of solutions were viewed as the principle

27
results of the task to enhance execution. The proposed structure was utilized as an
apparatus for consistent quality change, giving a system to arranging, usage, checking
and assessment for measures to enhance quality in a reasonable way.
12) Alaloola (2008) conducted research overview to discover Patient fulfillment in a

Riyadh Tertiary Care Center. There was a critical fulfillment with room comfort),
room temperature, room call catch framework, room tidiness and deferential staff.
Patients were essentially disappointed with phlebotomists not presenting themselves,
not clarifying methodology and doctors not presenting themselves.
13) Codmans 'Assessment of the consequences of care' examined four parts of watch
over each case got: 1) The supposition of specialists or specialists; 2) the commitment
of the doctor's facility; 3) The ailment or state of the patients. The pathology reports
decided whether the surgery was demonstrated for a situation of appendectomy or not.
They have had a wide application in the assessment of the nature of care.
ovariectomies and hysterectomies were inspected by Doyle. Since a significant
number of these result measures don't evaluate the general execution of the
association, Roemer had built up a strategy for altering healing center death rates
(computed for all patients and all conditions), with the goal that they could be utilized
as a general measure of the nature of care. He called his file 'Surgery Adjusted
Mortality Rate' (RASD). The SADR endeavored to defeat the mutilation when
looking at healing facility death rates that are not balanced for the blend of patients
and especially the seriousness of the sickness in the patient populace of the doctor's
facility.
14) Hendrickson inspected the impacts of actualizing the nursing data PC framework in
17 clinics in New Jersey, USA. UU They noticed that the staff's impression of the
impacts of the framework was sure; the documentation was better (more
comprehensible). "The impacts of a doctor's facility construct oversaw mind with
respect to the cost and nature of care" was considered by Bregan MA et al in ladies
conveyed by cesarean area in the maternity unit at a tertiary-level college doctor's
facility in Iowa, USA. UU They found a diminishing in the normal length of stay
(ALS) by 13.5% and the normal cost diminished by 13.1%; the nature of patient
discernment mind expanded from 4.26 to 4.41 on a size of 1-5.

15) Weiss, B., and Senf, J. (1990). Patient Satisfaction Survey Instrument for Use in
Health Maintenance Organizations. Medical Care; 28(5): 434-445.
The primary focus of this paper was to describe the development and use of an
instrument that could effectively capture patient satisfaction with their prepaid health
care plan, with the ultimate purpose of predicting disenrollment from the plan. 8,450
employees of a large university in the Southwestern US were eligible to participate in
the study, designed to collect data at two points in time.
16) McDaniel, C. and Nash, J. (1990). Compendium of instruments measuring

patient satisfaction with nursing care. Quality Review Bulletin; 182-188.
The creators condense the measures of patient fulfillment in nursing care. The
creators utilized different systems to gather a rundown of 21 instruments that include:
device name, improvement date and designer; reason for the measure; a depiction of
the measure; the psychometry (dependability and legitimacy) of the measure; and the
accessibility of the measure.
17) Barr, D. and Vergun, P. (2000). Using a New Method of Gathering Patient
Satisfaction Data to Assess the Effects of Organizational Factors on Primary
Care Quality. Journal on Quality Improvement; 26(12): 713-723.
The writers of this article contend that regular techniques to survey persistent
fulfillment are deficient. Customarily, a study (for instance, the particular fulfillment
poll of the visit (VSQ) of nine components) is directed after the gathering or by phone
at a later date. Be that as it may, such instruments can not catch the patient's points of
view on the experience or the target estimations of the framework. The writers built
up a way to gather this data through a 67 thing poll (incorporated into the article) that
accumulated statistic data of the patient and wellbeing status, past therapeutic
consideration (progression) and assistant administrations utilized by the patient. Gone
for patients going to an essential care office visit at a vast multi-claim to fame office
in northern California, the examination accomplished a reaction rate of 77.6 percent
for an aggregate example size of 291.

18) Guyatt, G., Mitchell, A., Molloy, W., Capretta, R., Horsman, J., and Griffith, L.
(1995). Measuring Patient and Relative Satisfaction with Level or Aggressiveness
of Care and Involvement in Care Decisions in the Context of Life Threatening
Illness. Journal of Clinical Epidemiology; 48: 1215-1224.
The scientists endeavored to build up a survey that tended to two essential parts of
patient fulfillment and relative fulfillment with therapeutic care: the level of care got
and the level of cooperation in social insurance choices. The analysts created articles
through bibliographic surveys and meetings with patients, relatives of patients and
human services suppliers, and included things in the last scale that were distinguished
as territories of disappointment or significance. At last, three one-dimensional
reaction sizes of 7 focuses were made (7 assigned high fulfillment, 1 assigned low)
23-thing Patient Satisfaction Index, the 34-thing Relative of Competent Patient
Satisfaction Index, and the 29-thing Relative of Incompetent Patient Satisfaction
Index.
19) Sitzia, J. and Wood, N. (1997). Patient Satisfaction: A Review of Issues and
Concepts. Social Science and Medicine, 45: 1829-1843.
Sitzia and Wood survey the writing and recommend that patient fulfillment could be
assessed by estimating 1) how much patients trust that consideration has certain
properties and 2) the patient's appraisal of those qualities. They recommend that
fulfillment isn't a solitary idea made out of different determinants, however that there
are three autonomous models of fulfillment, each related with a determinant. Along
these lines, there is the "requirement for the natural," the "scan for help" goals and the
"significance of enthusiastic needs". What's more, there is prove that there are two
conditions of fulfillment, stable identified with medicinal services as a rule and
dynamic identified with particular social insurance associations.

20) Hall, J. and Dornan, M. (1990). Patient Sociodemographic Characteristics as

Predictors of Satisfaction with Medical Care: A Meta-Analysis. Social Science
and Medicine; 30(7): 811-818.
This article audits the proof of the connection between understanding fulfillment and
patient qualities using quantitative meta-diagnostic procedures. The creators standard
and acknowledged strategies to recognize distributed quantitative breaks down of
patient fulfillment where data was displayed about the relationship between tolerant
qualities and fulfillment. one hundred and ten reports distributed in the examination
were incorporated that satisfied the consideration criteria of the creators. For each
investigation, every connection was removed and coded as to which of the 11 parts of
the care it alludes to; The 11 parts of care were: get to, cost, general nature of care,
humankind of the suppliers, skill of the suppliers, data gave by the suppliers,
administration, physical offices, consideration of the suppliers to the psychosocial
issue, progression of the consideration and consequence of consideration.

Chapter -3
Research Design

Chapter -3
Research Design
3.1 Statement of Problem:
Hospitals have been built up to give sound prosperity and lighten the medical issues of the
general population they confront today because of a few reasons. Healing centers assume an
imperative part in giving brief administrations on time. Be that as it may, dissimilar to the
past articulations, government healing centers don't hold fast to the normal nature of
administration of the patient. The present government doctor's facilities don't have sufficient
offices or framework to give auspicious therapeutic treatment to patients lacking poor
foundation, there is no accessibility of cutting edge administrations. Therapeutic offices,
specialists, attendants and skilled and deficient workers, low quality of administration,
absence of a proficient and compelling administration, are a portion of the normal issues that
are primarily talked among the general population.
All the accentuation of the investigation that the estimation of administration quality can be
made in measurements, for example, substance, security, compassion, responsiveness and
dependability. The examination completed so far has a place both with healing facilities on
board and to private clinics where the nature of administration is seen as higher.
3.2 Need of the study:
In a fast development and the requirement for doctor's facility administrations, it is

indispensable to know the arrangement of administrations gave by government doctor's
facilities as substantial, dependability, responsiveness, security and compassion. These
measurements of administration are basic for any administration industry, particularly the
healing facility division. This investigation encourages the healing facility industry to
comprehend its position. The vast majority are of rustic source and don't have enough
instruction about appropriate wellbeing, cleanliness and sanitation. Since these individuals
are of poor monetary root, they just rely upon government healing facilities for their
medications. The basic man trusts that administration doctor's facilities give low quality
administrations to patients. This factor made the scientist examine the patient's fulfillment as
to the nature of the administration offered by government healing centers in the Hassan
Institute of Medical Sciences Hassan Sri Chamarajendra Teaching Hospital Hassan.

3.3 Objectives:
 To study the degree of patient satisfaction at HIMS Hassan.

 To study the different factors affecting patient satisfaction.
 To suggest measures for improvement of service leading to better patient satisfaction.
3.4 Scope of the study:
 The scope of the study is applied to Hassan Institute of Medical Sciences, (Sri
 The study is limited to Hassan city only.
 The study is done for the purpose of knowing the level of patient’s satisfaction
towards the hospital.
 The study is helps the hospital to acquire better understanding of its patients.
 The study is beneficial to reach patient’s needs and satisfaction.
3.5 Research Methodology:
Research methodology adopted was the survey method. This was face to face to contact with
consumers backed by a structural questionnaire.
Research Design: The research-design used in order to conduct the study is descriptive-
research study.
I. Collection of Data:
a) Primary Data:
 Through Questionnaires.
b) Secondary Data:
 Through Websites.
 Through Brouchers.
II. Sampling Procedure:
a) Universe: The universe of the study Hassan Institute of Medical Sciences, (Sri
b) Population: the population represents the patients customers of the Hassan Institute
of Medical Sciences, (Sri Chamarajendra Teaching Hospital) Hassan.

c) Sampling unit: Patients customers of the Hassan Institute of Medical Sciences, (Sri
Chamarajendra Teaching Hospital) Hassan who have visited at the time of data
collection.
d) Sampling techniques: A non-probability-technique-namely-simple-random-sampling
has been-choosing-as-sample.
e) Sample Tool: Statistical-toolsoused-for-the-presentostudy-were-gainostudy-and-chi-

squareotest.
i. Percentage Analysis (%): Percentage Analysis has been used to analyze the
demographic information and other questions.
PA (%) = Number of Respondents/Total Number of Respondents*100.
ii. Chi-Square Test : Chi-square test is a non- parametric test to prove the
hypothesis. It shows whether/the hypothesis is effective/or/not.
f) Sample size:
Sample/size was selected for the purpose of collecting the information required was
50 respondents only.
3.6 Hypotheses:
Ho: There is no significant\relationship between/the financial condition of the patients and

the satisfaction with the medical care.
Ha: There is a significant/relationship/between the/financial condition of the patients and the
satisfaction with the medical care.
Since calculated value is less than critical value, Ho is accepted and Ha is rejected. Chi
square value is less than table value so Ha is rejected.
3.7 Limitations of the study:
 The*study*is conducted in Hassan city only.

 Quality of the information highly dependent on the knowledge of the respondent.
 Time spent by the respondents is little to connect for the review.
 Some respondents may not demonstrate their enthusiasm for the review.
 Different feelings by the respondents may bring about conclusions.

34
3.8 Chapter scheme
Chapter 1: Introduction
Introduction, Industry profile and company profile: Promoters, vision, mission & Quality
Policy. Products / services profile areas of operation, infrastructure facilities, competitors’
information, SWOT Analysis, Future growth and prospects and Financial Statement.
Chapter 2: Conceptual background and Literature review
Theoretical background of the study, Literature review with research gap (with minimum 20
literature reviews)
Chapter 3: Research Design
Statement of the problem, Need for the study, objectives, Scope of the study, Research
methodology, Hypotheses, Limitations, Chapter scheme
Chapter 4: Analysis and Interpretation
Analysis and interpretation of the data- collected with relevant tables and graphs. Results
obtained by the using statistical tools must be included.
Chapter 5: Findings, Suggestions and Conclusion
Summary of Findings, Suggestions and Conclusion
Bibliography
Annexure

Chapter-4
Data Analysis and Interpretation

Chapter-4
Data Analysis and Interpretation
Table no 4.1: Gender
PARTICULARS NO. OF RESPONDENTS PERCENTAGE

Male 39 78%
Female 11 22%
Total 50 100%
Source: Compiled Based On Primary Data
Figure 4.1: Gender
78%
80%
70%
60%
Percentage
50%
40% 22%
30%
20%
10%
0%
Male Female
Gender
Analysis: The above table shows that 78% respondents are male and the remaining 22%
respondents are female.
Interpretation: Majority of the response was taken by males.

36
Table no 4.2: Occupation

Labors 19 38%
Students 13 26%
Teachers 04 8%
Farmers 05 10%
Nil 09 18%
Total 50 100%
Figure 4.2: Occupation
38%
40%
35%
26%
30%
Percentage
25%
18%
20% 8%
15% 10%
10%
5%
0%
Labors Students Teachers Farmers Nil
Occupation
Analysis: The above table shows that 38% respondents are labors, 26% respondents are
students, 18% respondents are not working, 10% respondents are farmers and the remaining
8% respondents are teachers.
Interpretation: All types of peoples will come to this hospital.

Table no 4.3: Convenient of hospital location

Yes 50 100%
No 00 00%
Total 50 100%
Figure 4.3: Convenient of hospital location
100%
100%
80%
Percentage
60%
40%
0%
20%
0%
Yes No
Opinion
Analysis: The above table shows that 100% respondents tell that the location of the hospital
is convenient.
Interpretation: The hospital is very convenience to all the people.

Table no 4.4: Waiting time

Less than 2 min 04 08%
2-5 min 13 26%
10-15 min 16 32%
15 min and above 17 34%
Total 50 100%
Figure 4.4: Waiting time
34%
32%
40%
26%
Percentage
30%
20% 8%
10%
0%
Less than 2 min 2-5 min 10-15 min 15 min and above
Timings
Analysis: The above table shows that 8% of respondents tell that waiting time in the hospital
is less than 2 minutes, 26% respondents tell the waiting time is 2-5 minutes, 32% respondents
tell the waiting time is 10-15 minutes and 34% respondents tell the waiting time is more than
15 minutes.
Interpretation: The hospital maintains minimum waiting time still the hospital should
reduce it to less than 2 minute.

39
Table no 4.5: Admit without any problem

Strongly Agree 10 20%
Agree 25 50%
Uncertain 09 18%
Disagree 05 10%
Strongly Disagree 01 2%
Total 50 100%
4.5: Admit without any problem
50%
50%
45%
40%
35%
Percentage
30%
20%
25% 18%
20%
10%
15%
10% 2%
5%
0%
strongly agree uncertain disagree srongly
agree disagree
Opinion
Analysis: The above table shows that the 20% respondents tell that strongly agreed to take
admission is very easy, 50% respondents tell that agreed 18% respondents neutral, 10%
respondents disagreed and only 2% respondents strongly disagreed.
Interpretation: hospital should provide the proper admission for the patients.

Table no 4.6: Appointment by phone

Yes 00 00%
No 50 100%
Total 50 100%
Figure 4.6: Appointment by phone
100%
100%
90%
80%
70%
Percentage
60%
50%
40%
30%
0%
20%
10%
0%
Yes No
Opinion
Analysis: The above table shows that 100% respondents tell that appointment for taking
treatment was not possible.
Interpretation: Hospital should provide the facility of taking appointment by phone to the
patients.

Table no 4.7: Welcoming feel of staff

Yes, definitely 11 22%
Yes, to some extent 21 42%
No 18 36%
Total 50 100%
Figure 4.7: Welcoming feel of staff
42%
45% 36%
40%
35%
22%
Percentage
30%
25%
20%
15%
10%
5%
0%
Yes, definitely Yes, to some extent No
Opinion
Analysis: The0above0table0shows0that 22% of0respondents tell that0strongly agreed the

welcoming feel of hospital staffs, 42% respondents agreed to some extent and 36%
respondents were not agreed.
Interpretation: hospital staffs were good in welcoming the patients.

42
Table no 4.8: Financially protected

No 05 10%
Total 50 100%
Figure 4.8: Financially protected
50%
40%
50%
45%
40%
Percentage
35%
30%
25%
20% 10%
15%
10%
5%
0%
Opinion
Analysis: The above table shows that 50% respondents tell that strongly agreed to they are
financially protected to get treatment, 40% respondents agreed to some extent and 10%
respondents not agreed.
Interpretation: Majority of the respondents are financially protected to take the treatment in
that hospital.

Table no 4.9: Understanding things through staff

No 10 20%
Total 50 100%
Figure 4.9: Understanding things through staff
50%
50%
45%
30%
40%
35%
Percentage
30% 20%
25%
20%
15%
10%
5%
0%
Yes, definitely Yes, to some No
extent
Opinion
Analysis: The above table shows that 50% respondents tell that they are strongly agreed to
understand the things from the staff, 30% respondents agreed to some extent and the
remaining 20% respondents were not agreed.
Interpretation: So we know that the hospital staff will be good in explaining the things to
the patients.

44
Table no 4.10: Cleanliness of hospital

Excellent 05 10%
Good 36 72%
Fair 07 14%
Poor 02 04%
Total 50 100%
Figure 4.10: Cleanliness of hospital
72%
80%
70%
60%
Percentage
50%
40%
30%
14%
20% 10%
4%
10%
0%
Excellent Good Fair Poor
Opinion
Analysis: The above table shows that 10% respondents tell that opinion about the cleanliness
of hospital is excellent, 72% respondents gave well, 14% respondents gave fair and the
remaining 4% respondents gave poor.
Interpretation: We know the hospital cleanliness is good.

Table no 4.11: Satisfied with medical care

No 08 16%
Total 50 100%
Figure 4.11: Satisfied with medical care
44%
40%
45%
40%
35%
30%
Percentage
25% 16%
20%
15%
10%
5%
0%
Opinion
Analysis: The above table shows that 40% respondents tell that they are satisfied with
medical care is, 44% respondents agreed to some extent only and 16% respondents not
agreed.
Interpretation: So we know that the medical care given by that hospital is very good.

Table no 4.12: Quality of medical office

Excellent 09 18%
Good 27 54%
Fair 09 18%
Poor 05 10%
Total 50 100%
Figure 4.12: Quality of medical office
54%
60%
50%
40%
Percentage
30%
18% 18%
20%
10%
10%
0%
Opinion
Analysis: The above table shows that the 18% respondents are tell that the opinion about the
quality of medical office is excellent, 54% respondents are telling good, and 18% respondents
are telling fair and the remaining 10% respondents telling poor.
Interpretation: we know that the Quality of medical office by that hospital is good.

Table no 4.13: Doctors need to be thorough in treating

No 30 60%
Total 50 100%
Figure 4.13: Doctors need to be thorough in treating
60%
70%
60%
50%
Percentage
40%
22%
30% 18%
20%
10%
0%
Opinion
Analysis: The above table shows that the 18% respondents are tell that the opinion about
doctors need to be more thorough in treating were agreed , 22% respondents agreed to some
extent only and 60% respondents were not agreed.
Interpretation: So we know the doctors are good while giving the treatment.

Table no 4.14: Doctors are good in explaining

No 10 20%
Total 50 100%
Source: Compiled Based On Primary/Data
Figure 4.14: Doctors are good in explaining
40% 40%
40%
35%
30%
20%
25%
Percentage
20%
15%
10%
5%
0%
Opinion
Analysis: The above table shows that the 40% respondents tell that they are agree the opinion
about doctors are good in explaining, 40% respondents are agreed to some extent only and
20% respondents are not agreed.
Interpretation: We know the doctors are good in explaining about the tests, problems etc.

Table no 4.15: Courtesy shown by doctors

Excellent 12 24%
Good 20 40%
Fair 13 26%
Poor 05 10%
Total 50 100%
Figure 4.15: Courtesy shown by doctors
40%
40%
35%
26%
30% 24%
Percentage
25%
20%
15% 10%
10%
5%
0%
Opinion
Analysis: The above\table\shows\that\the 24% respondents\tell that\the opinion about the

courtesy shown by the doctors is excellent, 40% respondents tell well, 26% respondents tell
fair and 10% respondents are tell poor.
Interpretation: We know the doctors are good in courtesy shown to the respondents.

Table no 4.16: Doctors are skilled, experienced

Yes 41 82%
No 09 18%
Total 50 100%
Figure 4.16: Doctors are skilled, experienced
82%
90%
80%
70%
Percentage
60%
50%
40% 18%
30%
20%
10%
0%
Yes No
Opinion
Analysis: The above table shows that 82% respondents tell that doctors are skilled and the
rest 18% respondents are disagree the statement.
Interpretation: We know the doctors are very skilled, trained and experienced professionals.

Table no 4.17: Staff & nurse are helpful
PARTICULARS NO./OF/RESPONDENTS PERCENTAGE

Yes/ 30 60%
No/ 20 40%
Total/ 50 100%
Figure 4.17: Staff & nurse are helpful
60%
70%
60% 40%
50%
Percentage
40%
30%
20%
10%
0%
Yes No
Opinion
Analysis: The above table shows that the 60% respondents agree the politeness &
helpfulness of the staff and the rest 40% respondents are disagree.
Interpretation: We know the hospital staffs and nurse are good.

Table no 4.18: Hospital appearance will attract

No 17 34%
Total 50 100%
Figure 4.18: Hospital appearance will attract
46%
50%
45% 34%
40%
35%
Percentage
30% 20%
25%
20%
15%
10%
5%
0%
Opinion
Analysis: The above table shows that the 20% respondents tell that the opinion about the
hospital appearance is attract to get treatment is agreed, 46% respondents are agreed to some
extent and the remaining 34% respondents are not agreed.
Interpretation: The hospital is good to get treatment.

Table no 4.19: Providing any kind of scheme
PARTICULARS NO. OF`RESPONDENTS PERCENTAGE

Yes` 34 68%
No` 16 32%
Total` 50 100%
`Source: Compiled Based On Primary Data
Figure 4.19: Providing any kind of scheme
68%
70%
60%
50% 32%
40%
Percentage
30%
20%
10%
0%
Yes No
Opinion
Analysis: The above table shows that the 68% respondents tell that they use the scheme that
provided by the hospital and the rest 32% respondents are disagree because they did not use.
Interpretation: The hospital has the variety of schemes to the patients.

Table no 4.20: Provided scheme will benefit

Yes 34 68%
No 16 32%
Total 50 100%
Figure 4.20: Provided scheme will benefit
68%
70%
60%
50% 32%
Percentage
40%
30%
20%
10%
0%
Yes No
Opinion
Analysis: The above table shows that the 68% respondents agree because they took benefit
from the scheme provided by the hospital and the rest 32% respondents are disagree because
they did not use.
Interpretation: We know the some respondents are used and some respondents are not using
the schemes.

Table no 4.21: Service charges are reasonable

Yes 26 52%
No 24 48%
Total 50 100%
Source: Compiled Based On Primary0Data
Figure 4.21: Service charges are reasonable
52%
52%
51%
Percentage
50%
48%
49%
48%
47%
46%
Yes No
Opinion
Analysis: The above table shows that the 52% respondents agree the service charges taken by
the hospital and the rest 48% respondents are disagree.
Interpretation: Service charges are good in this hospital.

Table no 4.22: Discharge were you informed

Yes 39 78%
No 11 22%
Total 50 100%
Source:-Compiled Based On Primary Data
Figure 4.22: Discharge were you informed
78%
80%
70%
60%
50%
Percentage
40% 22%
30%
20%
10%
0%
Yes No
Opinion
Analysis: The above table shows that the 78% respondents tell that they are agree the
discharging way provided by the hospital and the rest 22% respondents are disagree.
Interpretation: The majority of the respondents are agreeing the discharging procedure.

Table no 4.23: Outcome of medical care

Extremely satisfied 14 28%
Very satisfied 12 24%
Satisfied 12 24%
Very dissatisfied 09 18%
Extremely dissatisfied 03 06%
Total 50 100%
Figure 4.23: Outcome of medical care
28%
30% 24% 24%
25%
18%
20%
Percentage
15%
10% 6%
5%
0%
Extremely Very satisfied Satisfied Very Extremely
satisfied dissatisfied dissatisfied
Satisfaction level
Analysis: The above table shows that the 28% respondents tell that opinion about the
outcome of medical care is extremely satisfied, 24% respondents very satisfied, 24%
respondents satisfied, 18% respondents very dissatisfied and the remaining 6% respondents
extremely dissatisfied.
Interpretation: The majority of the respondents are agreeing the Outcome of medical care.

Table no 4.24: Doctors guidance

Excellent 15 30%
Good 25 50%
Fair 06 12%
Poor 04 08%
Total 50 100%
Figure 4.24: Doctors guidance
50%
50%
45%
40% 30%
35%
Percentage
30%
25%
20% 12%
15% 8%
10%
5%
0%
Opinion
Analysis: The above table shows that the 30% respondents tell that the opinion about the
doctor’s guidance is excellent, 50% respondents good, 12% respondents fair and the
remaining 8% respondents telling poor.
Interpretation: Doctors are good in giving the guidance to the respondents.

Table no 4.25: Recommend this hospital to others to visit

Yes 36 72%
No 14 28%
Total 50 100%
Figure 4.25: Recommend this hospital to others to visit
72%
80%
70%
60%
Percentage
50% 28%
40%
30%
20%
10%
0%
Yes No
Opinion
Analysis: The above table shows that the 72% respondents tell that they are agree to
recommend the hospital to others and the rest 28% respondents disagree because they are not
satisfied with that hospital.
Interpretation: The hospital is good to all.

Hypothesis:
 Result of Chi square Distribution
Opinion Yes, Yes, to No Total rows

some extent
definitely
Financially 25 20 05 50
protected
Yes, Yes, to No Total rows

Opinion some extent
definitely
Satisfied 20 22 08 50
with
medical
care
Total 45 42 13 100
columns
 Calculation of chi square test to prove the Hypothesis
SL. NO Rows Columns Observed Expected oi - ei (oi – ei)2 (oi –

frequency frequency ei)2/e
1 50 45 25 22.5 2.5 6.25 0.28
2 50 42 20 21 -1 1 0.05
3 50 13 05 6.5 -1.5 2.25 0.35
4 50 45 20 22.5 -2.5 6.25 0.28
5 50 42 22 21 1 1 0.05
6 50 13 08 6.5 1.5 2.25 0.35
Total 1.36
Degrees Of Freedom = rows-1*coloumns-1
2-1 * 3-1
1*2
Table value: 5.991
Conclusion: Since calculated value is less than critical value,1Ho1is1accepted+and+Ha is

rejected. Chi square value is less than table value so Ha is rejected

Chapter-5
Findings, Suggestions and Conclusion

Chapter-5
Findings, Suggestions and Conclusion
5.1 Findings
1. The above table shows78% respondents are male and the remaining 22% respondents are
female.
2. The above table shows 38% respondents are labors, 26% respondents are students, 18%
respondents are not working, 10% respondents are farmers and the remaining 8%
respondents are teachers.
3. The above table shows 100% respondents tell that the location of the hospital is
convenient.
4. The above table shows 8% of respondents tell that waiting time in the hospital is less than
2 minutes, 26% respondents tell the waiting time is 2-5 minutes, 32% respondents tell the
waiting time is 10-15 minutes and 34% respondents tell the waiting time is more than 15
minutes.
5. The above table shows 20% respondents tell that strongly agreed to take admission is
very easy, 50% respondents tell that agreed 18% respondents neutral, 10% respondents
disagreed and only 2% respondents strongly disagreed.
6. The above table shows100% respondents tell that appointment for taking treatment was
not possible.
7. The above table shows 22% of respondents tell that strongly agreed the welcoming feel of
hospital staffs, 42% respondents agreed to some extent and 36% respondents were not
agreed.
8. The above table showsT50% respondents tell that strongly agreed to they are financially
protected to get treatment, 40% respondents agreed to some extent and 10% respondents
not agreed.
9. The above table shows 50% respondents tell that they are strongly agreed to understand
the things from the staff, 30% respondents agreed to some extent and the remaining 20%
respondents were not agreed.
10. The above table shows 10% respondents tell that opinion about the cleanliness of hospital
is excellent, 72% respondents gave well, 14% respondents gave fair and the remaining
4% respondents gave poor.

11. The above table shows 40% respondents tell that they are satisfied with medical care is,
44% respondents agreed to some extent only and 16% respondents not agreed.
12. The above table shows 18% respondents are tell that the opinion about the quality of
medical office is excellent, 54% respondents are telling good, and 18% respondents are
telling fair and the remaining 10% respondents telling poor.
13. The above table shows18% respondents are tell that the opinion about doctors need to be
more thorough in treating were agreed , 22% respondents agreed to some extent only and
60% respondents were not agreed.
14. The above table shows 40% respondents tell that they are agree the opinion about doctors
are good in explaining, 40% respondents are agreed to some extent only and 20%
respondents are not agreed.
15. The above table shows 24% respondents tell that the opinion about the courtesy shown by
the doctors is excellent, 40% respondents tell well, 26% respondents tell fair and 10%
respondents are tell poor.
16. The above table shows 82% respondents tell that doctors are skilled and the rest 18%
respondents are disagreeing the statement.
17. The above table shows 60% respondents agree the politeness & helpfulness of the staff
and the rest 40% respondents are disagree.
18. The above table shows 20% respondents tell that the opinion about the hospital
appearance is attract to get treatment is agreed, 46% respondents are agreed to some
extent and the remaining 34% respondents are not agreed.
19. The above table shows 68% respondents tell that they use the scheme that provided by the
hospital and the rest 32% respondents are disagrees because they did not use.
20. The above table shows 68% respondents agree because they took benefit from the scheme
provided by the hospital and the rest 32% respondents are disagree because they did not
use.
21. The above table shows 52% respondents agree the service charges taken by the hospital
and the rest 48% respondents are disagree.
22. The above table shows 78% respondents tell that they are agree the discharging way
provided by the hospital and the rest 22% respondents are disagree.
23. The above table shows 28% respondents tell that opinion about the outcome of medical
care is extremely satisfied, 24% respondents very satisfied, 24% respondents satisfied,
18% respondents very dissatisfied and the remaining 6% respondents extremely
dissatisfied.

24. The above table shows 30% respondents tell that the opinion about the doctor’s guidance
is excellent, 50% respondents good, 12% respondents fair and the remaining 8%
respondents telling poor.
25. The above table shows 72% respondents tell that they are agree to recommend the
hospital to others and the rest 28% respondents disagree because they are not satisfied
with that hospital.

64
5.2 Suggestions
 Government hospitals services should be improved in terms of quality of service and

treatment.
 The doctors should be taken care of the patient and give them response in systematic
way.
 The staffs, nurses attend the patients in right time of the right place.
 Government should take initiative to improve the quality of the government hospitals-
and its infrastructure facilities.
 Avoiding noise pollutions and disturbance in general wards.
 Patient feedback should be collected without fail so as to know the areas to be
improved to maximize the customer satisfaction.
 Patient’s rights and responsibilities chart can be displayed in wards even in local
language also.

5.3 Conclusion
Assessing tolerant fulfillment is straightforward in view of the manner by which
healing facility benefit is assessed. The examination rate uncovers the impression of patients
towards the nature of administration of government doctor's facilities. Since the
administration is the immaterial perspective that we can not see and touch, government
doctor's facilities assumed an imperative part in major and minor medical issues. Most of the
patients were happy with the free therapeutic treatment, the cost and the free prescriptions,
the nature of the administration.
Since the present purchaser condition looks for the best value, great framework
offices, innovative changes and accessibility, better installment alternatives and great nature
of administration. Furthermore, half of the patients were not fulfilled in government doctor's
facilities as for deficient specialists, foundation and absence of innovative upgrades. There
was no sufficient reaction and nature of administration. At the patient's most extreme amid
the examination time frame, the disclosures were happy with the great nature of
administration accessible in government clinics.

Bibliography
Articles and Journals:

1. Khanchitpol Yousapronpaiboon, D.B.A., William C. Johnson, PhD (2o13)
Determinants outpatient Service Quality Perceptions in Thai Hospitals (International
Journal of Business and Social Science-Vol. 4 No. 2).
2. S.Sharmila, Dr.Jayasree Krishnan (2013) A study about hospital Quality in Chennai
(Asia Pacific Journal of Marketing & Management Review--ISSN2312836 Vol 2, issue 1,
January.
3. S.M. Irfan, Aamir, Ijaz and M.M. Farooq (2012) Patient Satisfaction and Service
Quality of Public Hospitals in Pakistan: An Empirical Assessment A conceptual Paper
(Middle East Journal of Scientific Research 12 (6): 870-877, 2012ISSN 1990-92 ©
IDOSI Publications, 2012).
4. Ramaiah Itumalla (2012) A study on healthcare Quality, international journal of
management research and review, Feb 2012 volume 2 issue 2 article No-1 308-315
(ISSN:2231-1009)
5. Annamalai Solayappan, Dr. Jothi Jayakrishnan 2, Sethu Velmani (2011) Quality
Measurement for Hospital Services (2011 3rd International Conference on Information
and Financial Engineering IPEDR vol.12 (2011) © (2011) IACSIT Press, Singapore).
6. Dr Markanday Ahuja Vipin Mittal ,Dr. Seema Mehlawat, (2011) An Empirical Study
of Service quality in Go VT NGo’s Eye Hospitals in Haryana with SERVQUAL Model:(
Proc. of the International Conference on Science and Engineering (ICSE 2011) Copyright
© 2011 RG Education Society ISBN: 978-981-08-7931-0).
7. Rajinder Singh (2010) Patients’ Perception towards Government Hospitals in Haryana
(VSRDTNTJ, Vol. I (4), 2010, 198-2o6).
8. Jackson, J., Chamberlin, J., and Kroenke, K. (2001). Predictors of Patient Satisfaction.
Social Science and Medicine; vol 52 issue 4 Pp: 609-620.
9. Sandip Anand in the year 2010 carried out the follow up doctor availability, waiting
time, cleanliness etc. vol 23, issue 8, Pp: 718-29.
10. Ritu Nagaraju in the year 2010 applied 20 item scale and distributed to 500 users of
health centers comprising a tertiary health center. Vol 23, issue 2, Pp: 171-186.
11. Seetharaman Hariharan, Prasanta Kumar Dey in the year 2010 introduced a quality
management framework by combining cause and effect diagram and logical framework.
Vol 23, issue 3, Pp: 287-300.

12. Alaloola in the year 2008 conducted research survey to find Patient satisfaction in a
Riyadh Tertiary Care Centre. Vol 21, issue 7, Pp 630-7.
13. Codman EA. A Study of hospital efficiency: the first five years. Boston Thomas Todd
Co, 1916.
14. Hendrickson G, Kovner CT, Knickman JR, Finkler SA. Implementation of a variety
computerized bedside nursing information systems in 17 New Jersey hospitals. Comput
Nurs 1995: vol 13, issue 3, Pp: 96-102.
15. Weiss, B., and Senf, J. (1990). Patient Satisfaction Survey Instrument for Use in Health
Maintenance-Organizations. Medical Care; vol 28, issue 5 Pp: 434-445.
16. Barr, D. and Vergun, P. in the year 2ooo Using a New Method of Gathering Patient
Satisfaction Data to Assess the Effects of organizational Factors on Primary Care Quality.
Journal on Quality Improvement; vol 26, issue 12, Pp: 713-723.
17. Sitzia, J. and Wood, N in the year 1997 Patient Satisfaction: A Review of Issues and
Concepts. Social Science and Medicine, vol 45, Pp: 1829-1843.
18. Guyatt, G., Mitchell, A., Molloy, W., Capretta, R., Horsman, J., and Griffith, L. in
the year 1995 Measuring Patient and Relative Satisfaction with Level or Aggressiveness
of Care and Involvement in Care Decisions in the Context of Life Threatening Illness.
Journal of Clinical Epidemiology; vol 48, Pp: 1215-1224.
19. Hall, J. and Dornan, M. in the year 1990 Patient Socio demographic Characteristics as
Predictors of Satisfaction with Medical Care: A Meta-Analysis. Social Science and
Medicine; vol 30, issue-7, Pp: 811-818.
20. McDaniel, C. and Nash, J. in the year 1990 Compendium of instruments measuring
patient satisfaction with nursing care. Quality Review Bulletin; Pp: 182-188.
Webliography:
 www.hims-hassan.org
 Philip Kotler (2006), “Marketing Management”, Concept of SERVQUAL Model.
 www.studymode.com
 Christian Gronoroos, (1984) “A Service Quality Model & Its Marketing Implication”
 International Journal of Health Care Quality Assurance, Volume 23, Issue 8 (2010-
10-10)

Annexure
I am Anandakumar E the student of Rajeev Institute of Technology, Department of

Management studies, Hassan and presently doing a project on “Patient satisfaction at Hassan
institute of medical sciences, (Sri Chamarajendra teaching hospital) Hassan. I request you to
kindly fill the questionnaire below and this will be only for my study purpose.
1) Name:
2) Gender: Male/Female
3) Age:
4) 0ccupati0n:
5) Purp0se 0f c0ming t0 h0spital:
6) D0 y0u feel the l0cati0n 0f the h0spital is C0nvenience t0 y0u?

a) Yes b) N0
7) When y0u entered the h0spital h0w l0ng did y0u wait bef0re s0me0ne attend t0 y0u?
a) Less than 2 minutes b) 2 t0 5 minutes
c) 10 t0 15 minutes d) 15 minutes and ab0ve
8) If I need h0spital care, I can get admitted with0ut any pr0blem.

a) Str0ngly Agree b) Agree c) Uncertain
d) Disagree e) Str0ngly Disagree
9) Did y0u get Arrangements f0r making app0intments f0r medical care by ph0ne?
a) Yes b) N0
10) Did the staff 0n the wards make y0u feel welc0me?
a) Yes, definitely b) Yes, t0 s0me extent
c) N0
11) D0 y0u feel y0u are insured and pr0tected financially against all p0ssible medical
pr0blems?
a) Yes, definitely b) Yes,-t0-s0me-extent
c) N0
12) Did h0spital staff explain things t0 y0u in a way that y0u c0uld understand?
b) N0

13) H0w d0 y0u rate cleanliness and c0mf0rt 0f service recepti0n and patient waiting l0unge
are?
a) Excellent b) G00d
c) Fair d) P00r
14) Are y0u satisfied1with1the Medical care y0u receive?

b) N0
15) The feel t0wards C0mpleteness and quality 0f medical 0ffice and facilities?
d) Fair d) P00r
16) D0 y0u feel the d0ct0rs need t0 be m0re th0r0ugh in treating and examining y0u?
b) N0
17) D0 y0u feel the d0ct0rs are g00d ab0ut explaining the reas0ns f0r medical tests?
b) N0
18) The feel 0f friendliness and c0urtesy sh0wn t0 y0u by d0ct0rs when y0u are in h0spital?
e) Fair d) P00r
19) Did you find the doctors are Skilled, experience and well trained?
a) Yes b) No
20) Did you feel the staff and nurse are helpful, courteous and polite?
a) Yes b) No
21) Do you feel the hospital appearance will attract to you to get the medical care?
a) Yes, definitely b) Yes, to some extent
b) No
22) Do hospital provide any kind of schemes?

a) Yes b) No
i. If yes, name the scheme
23) Do the provided scheme will benefit the patient

a) Yes b) No
24) Do you feel the charge for services and medical care were reasonable?
a) Yes b) No

25) All the time of discharge were you informed above the bill given to you?
a) Yes b) No
26) The outcome of your medical care how much you helped?
a) Extremely satisfied b) Very satisfied
c) Satisfied d) Very dissatisfied
d) Extremely dissatisfied
27) The way doctors guide you about improving your health?
a) Excellent b) Good
e) Fair d) Poor
28) Based on your overall experience what do you visit the hospital again and also
recommend it to your friends and relations?
a) Yes b) No
Any suggestions

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A STUDY ON PATIENT SATISFACTION HIMS, Hassan

Department of Management Studies, RIT, Hassan

1.1 Introduction to internship:

As internship is an internal part of the VTU MBA curriculum. It is an initiative to

1.2 Industry profile:

Department of Management Studies, RIT, Hassan

The Indian healthcare industry is at present an industry of $ 65 billion, which is developing at

Department of Management Studies, RIT, Hassan

Department of Management Studies, RIT, Hassan

Department of Management Studies, RIT, Hassan

Private spending on medical care will remain high:

Department of Management Studies, RIT, Hassan

 Throughout 2008-20, the commercial center is unsurprising to confirm a CAGR of

Challenges to Indian hospital Industry is regardless of various development potential, the

Department of Management Studies, RIT, Hassan

1.3 Organization (Hospital) profile:

Department of Management Studies, RIT, Hassan

Hospital name & address Hassan Institute of Medical Sciences, (Sri

Year of Merge 2014( Hassan Institute of Medical Sciences)

Area of Operation Hassan

Founder Sri. Jayachamarajendra Wadiyar

Chief Administrative Officer Sri. Chidananda N.S

Finance Officer Sri. Devaiah k

Director Dr. Ravikumar B.C

Medical superintendent Dr. K. Shankar

1.4 Background and inception of the organization (Hospital):

Department and specialty areas:

Department of Management Studies, RIT, Hassan

1.5 Nature of business:

 To Enhance Quality of Life of people by providing Specialized Preventive Health

Department of Management Studies, RIT, Hassan

1.8 Quality policy:

It is defined as an inherent and trademark property of an item or administration. Normal

Department of Management Studies, RIT, Hassan

1.10 Organization structure:

Director cum Dean

Academic Administrative Finance

General Hospital Principal

Department of Management Studies, RIT, Hassan

1.11 Work Flow Model:

Patient*on Initial Consultation

Enlistment Payment Counter

Examination Clerk and Payment

Lab-test, X-ray Collect medicine at pharmacy Hospitalization

Department of Management Studies, RIT, Hassan

1.12 SWOT Analysis:

Department of Management Studies, RIT, Hassan

1.13 Future growth and prospects:

 Establishing of hostels for poor patients.

 Increased beds from 350 to 750.

1.15 Competitor’s information:

Department of Management Studies, RIT, Hassan

1.16 Mckensy’s 7s framework:

 Preventive health care.

Department of Management Studies, RIT, Hassan

Department of Management Studies, RIT, Hassan

1.17 FINANCIAL STATEMENT:

Balance sheet of HIMS (Sri Chamarajendra Teaching Hospital) for the

Particulars Amount (in lakhs)

Department of Management Studies, RIT, Hassan

1.18 Ratio analysis:*

 Current ratio*= Current*assets

 Quick ratio = Quick assets

 Current ratio= Currentassets

 Thestudyis conducted in Hassan city only.