1

Introduction of ESIC
Employees' State Insurance Scheme of India is an integrated social security scheme tailored to provide social protection to workers and their dependants, in the organized sector, in contingencies, such as, sickness, maternity and death or disablement due to an employment injury or occupational hazard. The ESI Act, (1948) applies to following categories of factories and establishments in the implemented areas: * Non-seasonal factories using power and employing ten (10) or more persons * Non-seasonal and non power using factories and establishments employing twenty (20) or more persons. The "appropriate Government" State or Central is empowered to extend the provisions of the ESI Act to various classes of establishments, industrial, commercial or agricultural or otherwise. Under these enabling provisions most of the State Govts have extended the ESI Act to certain specific class of establishments, such as, shops, hotels, restaurants, cinemas, preview theatres, motors transport undertakings and newspaper establishments etc., employing 20 or more persons. The ESI Scheme is mainly financed by contributions raised from employees covered under the scheme and their employers, as a fixed percentage of wages. Employees of covered units and establishments drawing wages up to Rs.10,000/- per month come under the purview of the scheme for social security benefits. However, employees’ earning up to Rs.50/- a day as wages are exempted from payment of their part of contribution. The State Govts bear one-eighth share of expenditure on Medical Benefit within the per capita ceiling of Rs.900/- per annum and all additional expenditure beyond the ceiling. Employees covered under the scheme are entitled to medical facilities for self and dependants. They are also entitled to cash benefits in the event of specified contingencies resulting in loss of wages or earning capacity. The insured women are entitled to maternity benefit for confinement. Where death of an insured employee occurs due to employment injury, the dependants are entitled to family pension.

2

COMPANY PROFILEThe Medical Services are rendered by the Department of Employees State Insurance Scheme (Medical) Services popularly known ESIS (M) Services as per the memorandum of agreement by the State Government with ESI Corporation. According to Para 25 of the agreement the State Government and ESI Corporation whenever the rate of certification in the State exceeds the average of the country rate over and above 25%, then the State Government has to bear the entire exceeded expenditure on sickness benefit. The Scheme started functioning from 27th July 1958 at Bangalore with a humble beginning with strength of 12 ESI Dispensaries, 100 bedded ESI Hospital catering more than 48,000 beneficiaries with the wage limit of Rs.400/- p.m.

FACILITIES AVAILABLE IN THE DEPARTMENT
1. 2. 3. 4.
5.

6. 7.
8.

Inpatient and Out-patient facilities Drugs and Dressings Laboratory Investigations and Imaging Services Artificial Limbs, Aids and Appliances Integrated family welfare, Immunization and Child Health Care Services Ambulance Services Tie-up arrangement with private Hospitals and Nursing Homes where the ESI Hospital / Facilities are not available. Tie-up arrangement for Super Specialty treatment.

1. IN-patient and OUT-patient facilities: In-Patient – ESI Hospitals- referred from Diagnostic Centre and
Dispensaries

Out-Patient – i. provided at Dispensaries
ii.ESI Hospitals and Diagnostic Centre (referred from Dispensaries)
3

2. DRUGS AND DRESSINGS
All Drugs and dressings (including vaccines and sera) that may be considered necessary and generally in accordance with the E.S.I.C drug formulary are supplied free of charge.

3. LABORATORY INVESTIGATIONS AND IMAGING SERVICES:
Imaging and investigations including CT Scan, MRI, Echocardiography and laboratory facilities are provided free of cost to IP’s and their families at state level specialty hospitals or other institutions having tie up with E.S.I. Scheme.

Figure showing the laboratory inside the ESIC hospital

4

I Scheme:1. 8. aids and appliances as part of medical care under the E.Figure showing the lab technician working inside the ESIC laboratory. 2.. Spectacles (Frame costing not more than Rs. Hearing Aids 3. Cardiac pacemaker Wheel Chair / tricycle Spinal supports (jackets. surgical boots etc. 9. Artificial Dentures. AIDS AND APPLIANCES: Insured Persons and their family members are provided following artificial limbs. 6. 5 .S. ARTIFICIAL LIMBS. 3. 4. 5. teeth 1.100/-and replacement of frames not to be made earlier than 5 years) : to Insured Persons only 4. total hip Intra Ocular Lens (IOL) Any other aid or appliances prescribed by the specialist as part of treatment.) Cervical collars Walking calipers. Artificial limbs 2. 7. Crutches Hip prosthesis. braces etc. 4. Wigs (replacement not earlier than 5 years) to female beneficiaries only 1.

Antenatal and Post-Natal care and confinements facilities are provided free to insured women and wives of IP’s. post natal.I Scheme are not available. The various services provided under the programme are in line with Government of India’s programme. Medical Bonus of Rs..S. immunization services etc. Confinement and Post Natal Care. IMMUNISATION AND MATERNITY CHILD HEALTH PROGRAMME: ESIC is implementing the integrated Family Welfare. At present various services provided are as follows:a. Intrauterine device insertion. Immunization and Maternity and Child Health Programme in the form of child survival and safe motherhood programme. medical termination of pregnancy.per confinement is payable when confinement of insured Women or spouse of IP occurs at a place where facilities under the E. distribution of oral pills etc.The expenditure on artificial limbs. 5. c. Maternity Services: Antenatal Care. supply of condoms. Vasectomy. it has been expanded to cover reproductive health and Sexually Transmitted Diseases. Tubectomy operations. aids and appliances is met from the shareable pool of expenditure on medical care. Now. are same as adopted and circulated by Government of India from time to time. b. Immunization – Vaccination and Preventive Inoculation: Vaccination and preventive inoculations are provided free of cost to IP’s and their families as per national immunization schedule. Family Welfare: Insured persons and their spouses are provided facilities of Family Welfare viz.250/. 6 . The different formats / proforma for ante-natal. INTEGRATED FAMILY WELFARE.

provided that the patient is so ill that he / she is not able to travel by ordinary modes of conveyance. any other quick form of transport may be used and amount so spent subject to the maximum rate prescribed by the Government / Transport authority (both ways) is reimbursed to IP’s. For emergency. Contractual arrangements may be made with private parties. is at an outstation or is at a distance of more than 8 kms from the ESI Dispensary or the clinic of the panel doctor. provision has been made for the payment of conveyance charges. In case of areas having lesser number of IP’s arrangements should be made with other Organisations like District Hospitals Municipal Hospitals and Red Cross Society etc. but whose condition is not such as to need an ambulance. To avoid hardship to IP and his family who have to go to any hospital or medical institution for admission.. 7 . Necessity for transport of sick persons by ambulance is to be strictly decided by IMO/IMP in accordance with the nature of disease and condition of the patient and whether or not transport by means other than an ambulance will be in the interest of the health of the patient. The facilities are available in Hospitals. specialist consultation or investigation.6. Reimbursement of Conveyance Charges: In the absence of availability of an ambulance and where needed in an emergency. Hospitals etc. AMBULANCE SERVICE OR REIMBURSEMENT OR CONVEYANCE CHARGES: a. ambulance services are provided round the clock. to hire their ambulance for ESI Patients. Ambulance Service: IP’s and members of their families are entitled to free ambulance service for visiting Specialist Centres.. Ambulance vans are provided as per prescribed Norms by the Corporation. if hospital / medical institution to which the case is referred to. for Specialist consultation or admission or any investigation. in areas where own ambulance is not available and arrangement with other organisations is not possible. The charges are restricted to actual II class railway fare or cost of a single seat in public conveyance both ways whichever is feasible. b.

The columns in this register are given under the chapter "Sickness Absenteeism and Recording". ii) The IMPs are not paid any domiciliary conveyance allowance.I. The IMOs / IMPs are required to maintain record of domiciliary visits in a register month-wise.I.If the beneficiary is not in a fit condition to travel without escort for reasons to be recorded and so certified by IMO / IMP. Conveyance allowance for Domiciliary visit: i) For the domiciliary visit.S. The returns received from different areas in the State may be consolidated area-wise by the Director / AMO and quarterly statement sent to the Corporation. it is included in the capitation fee upto a distance of 5 km. The quantum of this allowance is decided by the State Government in consultation with the Corporation. Domiciliary Treatment: An Insured Person and his family members are entitled to free medical attendance by IMO / IMP at their residence when the condition of the patient is such that he / she cannot reasonably be expected to attend the dispensary / clinic. Sept and December. June. d. the IMO’s are paid conveyance allowance. Scheme and hence shareable between the Corporation and the State Government in the usual ratio within ceiling prescribed. 8 . In their case. the conveyance charges are also allowed for an escort. c. The expenditure on conveyance charges forms part of the Medical Care under the E.S. The IMO / IMP should keep a separate account of such payments in the prescribed Register and send a quarterly statement of this expenditure to the Director/AMO by the 15th of the month following the quarter ending in March. between the clinic of IMP and IP’s residence. Hospital. Hearse Van: A dead body van / hearse van may be provided on contractual basis in each E.

dialysis. Reimbursement to employers under Regulation 69: Reimbursement of medical expenses for providing Emergency Treatment / First aid to the Employer is provided under Regulation – 69. marked disability. cancer treatment. loss of limb.000-/ may be allowed.with Regional Offices as a corpus. TIE-UP ARRANGEMENT WITH PRIVATE HOSPITALS where the ESI Hospital / Facilities are not available. .5. every employer has to arrange for First-aid Medical care and transport of accident cases till the injured IP is seen by the IMO / IMP and such employer is entitled to reimbursement of expenses incurred in this regard upto the maximum of scale prescribed from time to time. The Corporation has decided to keep Rs.7. bone marrow transplantation. reimbursement is not permissible. if the 9 . This fund is to be utilised for deposit / reimbursement for such treatments against the sanction by the Director of ESIS (M) Service Grant of ex-gratia payment: In the event of death.Usha Hospital Beds are also reserved for IP’s in Government and other Private Hospitals in the State. neurosurgery.50/.Haria Hospital .600/.P family unit per annum out of the ceiling of Rs. However. Under Regulation – 69.per I. etc tie-up arrangements had been made with the reputed hospitals possessing these facilities. or part of limb of an Insured Person or family member due to adverse reaction of drug / injection an ex-gratia payment upto Rs. o (a) In order to give better treatment to the IP’s and their family members the Department is having a tie-up arrangements with Private Hospitals and Nursing Homes. 8. TIE-UP ARRANGEMENT FOR SUPER SPECIALITY TREATMENT In case super-specialty / specialty treatment is not available in ESI Institutions for illness like heart surgery.

ii. and Time limit for submission of the claims for reimbursement is one year. Whether such facilities for which reimbursement is recommended are notavailable in the ESI Hospitals. Whether the hospital. The cost of provision of such emergency treatment would be reimbursed to the employer by the Director / AMO (ESI Scheme) of the respective State and. The committee meets on the 3rd working Friday of every month to hear complaints relating to administration of medical benefits. where the IP was referred or proposed to be referred was / is the nearest hospital having required facilities / services. The following conditions have been laid down under this Regulation: o o o Full authority is vested with the State Government concerned to reimburse expenditure in respect of medical treatment of IP and his family. It may be left to the discretion of the State Government to decide the Authority within their machinery who will approve the expenditure in question.Claims for reimbursement of expenses incurred in respect of medical treatment of IP and his family may be accepted in circumstances and subject to such conditions as the Corporation may be general or special order specify.employer is required to provide such medical aid free of charge under any other enactment. Regulation – 96 A reads as follows: . ii. Reimbursement of expenses incurred in respect of medical treatment under regulation-96 A. all claims duly supported by relevant receipts and vouchers should be sent to the Director for verification and payment. The State Government has to keep in view the following points while considering the cases of reimbursement of expenditure on Medical Care: i. 10 . therefore.

STATE FAMILY WELFARE CELL The State Family Welfare Cell was established on 23-5-1997 at Directorate. Assistant Director / Programme Director is assisting in implementation of National AIDS Control Programme in the Department and also Blood Transfusion Services. 11 . ESI STATE AIDS CELL ESI State AIDS cell was established in the month of March 2000. The work profile of the Assistant Director is mainly to the Family Welfare immunisation and implementation of National Health Programmes.

12 .

Empowered employees. it was not so in India. rather than work at just one company at a time. The formal launch of TQM Movement in the US in the early 1980’s triggered a movement for quality in India and in 1982. The system of Total Quality Management aims at achieving success and customer satisfaction through embedding an awareness of quality all the way through a business. the father of statistical control. Prof. Dr Edward Deming who taught the Japanese the means of applying plando-check-Act cycle came to India in early 1950’s. International Organization for Standardization (ISO) has defined TQM as: TQM is a management approach for an organization. handicrafts. But while Quality was a way of managing business in US and Japan in 1950’s. The Quality Movement was consolidated in the 1980’s in Indian industries to bring about a synergy of resources by the pioneering efforts of confederation of Indian industries (CII). visited India for a short period of three months during 1947-48 and initiated the SQC Movement through visits to factories . centered on quality. Ishikawa . gems jewellery and craftsmanship have woven quality into our heritage. through planning and feedback. Dr Deming and Dr Juran. the quality control circle was born. The movement f Quality circles were consolidated by Quality Circle Forum in India (QCFI). and benefits to all members of the organization and society (ISO 8402: 1994) Total Quality Management was the first quality management method to transform entire industries.INTRODUCTION OF TQM The TQM has been buzz word of today’s organization. based on the participation of all its members and aiming at long – term success through customer satisfaction. relics. Walter Shewart . 13 . While the Japanese attributed their success to the learning’s from two American Guru’s. the rest of the world was lagging behind until the 1970’s when the effect began to hurt the businesses. founder of quality movement in was invited by CII to come to India to address the Indian industry in 1986. Quality has been a tradition in India and monuments. personal discussions and lectures. Total Quality Management is the process of instilling quality throughout an organization and its business processes. It is a system of activities directed at achieving delighted customers. higher revenues and lower costs.

which can even lead to their death.g. For example.Introduction of TQM in hospitals Quality has become one of the most important factors in global competition today. many businesses have invested substantial resources in adapting and implementing total quality management (TQM) strategies. all these can be avoided by improving the total service quality. In health care industry all hospitals provide the same type of service. Total Quality Management refers to the deep commitment of an organization. a patient visits the ophthalmic OPD for alleged refractive error problem. The doctor prescribes the suitable 14 . hospitals must strive for zero defects retaining every customer that they can profitably serve. TQM is relative newcomer to the management. To achieve service excellence. Imbalances of resources: Lack of theatre time or lack of access to diagnostic facilities leading to increased length of stay. We might have come across situation like long wait for the services from the doctors. Reducing unnecessary interventions. Avoidable complications e. It consists of a set of checks and inspections to be carried out after the mistake has occurred. Getting it right first time e. Quality control and quality assurance There is a difference between these two. Quality Control is an after event phenomenon (just like a post mortem exercise). Employee turnover and consequent training costs. d. post-operative infections. low quality of treatment received from doctors which leave repeated surgeries and expenditure for patients. but they don’t provide the same quality of service. b. But by implementing a proper quality system we can control the cost by: a. To meet the challenge of this global revolution. nurses and other hospital staffs. Each and every step taken by the organization to improve the quality of products and services the organization providing to the customers are called Total Quality Management. A traditional belief regarding TQM is that ‘high quality’ costs more. Zero defects require continuous efforts to improve the quality of the service delivery system and hence this concept of TQM is having a lot of relevance in this sector. Intensifying global competition and increasing demand by customers for better quality have caused more and more companies to realize that they will have to provide quality product and /or services in order to successfully compete in the marketplace. e. cost of repeat surgery c.g.

All checks are carried out in actual and there is no escape 5. On the other hand. All data pertaining to various checks will be maintained 4. The aim is to detect the mistake at an early stage. Patient wears the glasses but there is no improvement. Patient comes back and registers his grievances about the poor service by the hospital. Now. There may be one or more reasons as stated above. reasons need to be found out. Patient is examined by an authorized qualified doctor/ophthalmic assistant 2. In the above case. The likely reasons may be as hereunder: 1. It will ensure that 1. the diagnostic equipment is not properly calibrated and it gives error and hence the wrong eye glass number. the doctor/ophthalmic assistant has escaped one or more checks and the problem was not correctly diagnosed. quality assurance stresses on prevention of the mistake. There is no standard check list which may serve as guidelines for a thorough check-up. If everything (as stated above) is in order. 2. Doctor instead of carrying the complete check up. Patient is examined as per the standard valid checklist 3. 15 . The stage inspection is a must before proceeding further.glasses. believed (what patient told) and concluded it to be refractive error problem but the root of the problem lies somewhere else. QA strategy will be as hereunder. may be. So. So. so emphasis remains on all aspects of a job so that mistake is detected as soon as it takes place. Only valid calibrated diagnostic equipment are used for the check-up QA stresses on documentation and the mistake is detected at an early stage and suitable corrective action is taken. If there is a checklist. 5. 3. hospital starts finding out the fault (note this is happening after the mistake has occurred). Patient has not been checked up by the qualified ophthalmic assistant/ doctor. 4. quality control will focus on finding out the reasons and take corrective actions.

Quality management system Working on the concept of QA. ISO-9000/ Quality system standards ISO stands for International Organization for Standardization. There are three kinds of certificate available under ISO-9000 scheme. they are given to a system. it will be called a Quality Management System. If such a system is established. production. It is worth mentioning here that there is no certificate like ISO-9000. It is a set of guidelines which help towards working for the establishment of a quality system. ISO 9000 is not a standard. there is a need for a standard which will give the customer/patient confidence about the assurance of the quality of the service of a hospital. It is an international body. If the design activity is omitted. Most of the existing standards are for products. It enlists the technical specifications to be met by a product before the same is certified. any hospital can go for any system suiting its test and elude the patient by claiming that it has established a QMS. Standard for a quality management system In absence of clear-cut guidelines. ISO 9002 and ISO-9003. installation and servicing of the product/service. too. ISO-9002 & ISO-9003. namely ISO-9001. Most of the countries including India are members of it. The ISO-9000 is different from it. Instead. The quality standards are ISO-9001. These certificates are not awarded to a product. Therefore. This international body works for developing various standards for bringing uniformity and request their member .countries to ratify the standards and implement them in their countries. The hospital. is a system and therefore. There exist such standards namely ISO-9000 quality system standards the details of which are described as follows. the organization will be certified either for ISO-9001 or ISO-9002 or ISO9003. Therefore. the hospital can work for the establishment of a system (more precisely quality system) in its various departments and sections to ensure that whatever is done and wherever it is done. it is suited for ISO-9001. it should go for ISO-9002 and in case of being 16 . it can work for getting ISO certification. it is done as per the documented procedures with necessary checks and inspections to make sure that quality is in-built into the system. If an organization is engaged in design.

economic and environmental factors. Doctor is important and so is a sweeper. too. But. it is worth mentioning here that TQM must not be viewed as a static goal. Some of the reputed hospitals are providing innovative services and design is nothing but an innovative process. ISO-9002 is the most suitable quality system certification for a hospital. 17 . There is enough emphasis on human resource development. The system targeting for TQM must be a open system which is continuously influenced by the intrinsic (factors within the system) and extrinsic factors (environmental factors). So apparently. Does it mean that the hospital does not design its service? No. normally. new services are designed. A hospital produces service. So. so it does the production job. The OPD is important and so is the security. can escape the ambit of TQM. So. too (the after sales service). it has to go for ISO 9003. it will be wrong presumption. Total quality management ISO 9000 certification is not an end in itself. ISO-9004 a set of guidelines can help a lot for introducing TQM in an organization. Training is the regular and on-going process for TQM. Also. it provides service to the patient so it does the installation job and it carries out follow-up services/ consequent check-ups as per the patient’s request and so it does servicing job. It may be looked upon as a process to achieve the target of TQM.engaged in inspection and testing. majority of the hospitals do not do so and they act as providers of the existing services and therefore. None of the activity whether minor or major in an organization. a hospital is suitable for ISO-9002 certification. the TQM is a moving target which keeps on changing depending on various social.

18 .

The training consisted of an overview of the philosophy and processes of TQM. Each group was taught about data collection processes and about analysis of this data. including how to use the information obtained as the basis for decision-making. Laboratory and administrative departments of the hospital were included in the training program. Implementation of the TQM system has achieved the following successful results: 19 . All unit heads were asked to prepare monthly quality assurance reports. the staff in the clinical. In order to ensure coordination between units and to allow for consultation during problem-solving sessions. The TQM Coordination Group assembled data from the units and presented them to the senior managers of the hospital at their monthly meeting.Implementation of Total Quality Management Implementation of total quality management (TQM) in health care delivery systems has been well accepted in many countries and has brought continuous improvement in different areas of the health care delivery system. as well as controlling the rise of health care costs. By means of these reports. including data collection. and the proposals of different units were discussed as an important source of information for decision-making. the senior Managers were able to evaluate developments in the hospital. This was followed by a training program for mid-level managers. a system of TQM was established within the Hospital. including a discussion of their findings and future plans to improve quality and efficiency in their units. analysis of the data and problem-solving. then conducted a thorough analysis of the data that had been collected and put forward appropriate alternatives for the solution of problems. Mid-level managers. concentrating mostly on problem-solving methods. Optimal standards for data collection were defined for each unit based on the infra-structure of the organization and matched to the knowledge and skill levels of the staff. Subsequently. The TQM philosophy and process are based on a data-oriented system which requires the participation of all staff members in an organization. grouped into the quality circles they had formed.

elimination of re-work and elimination of duplication. interpersonal relations. and quality policy. technical competence. Finally process management. and preventive equipment maintenance. • Successful results of the implementation in health services in the hospital units resulted in the introduction of a TQM system in the departments of higher education within the university.• Unit heads became more conscientious about improving quality and efficiency in their units. vision. Quality is therefore based on the principle saving. is having least impact on TQM implementation. • Hospital performance measurements showed significant improvements in bed occupancy rates and in operations performed. supervision. safety. Role of top management and quality policy has the highest impact on TQM. Healthcare quality does not mean that care is given by the most learned and highly experienced professors of medicine. accessibility. success of TQM applications depends on a strong leadership that must be implemented by the top management. Another factor is employee relations. Implementing quality in healthcare therefore means that the provision of training in quality methodologies and collection of necessary data for documentation of status and level of care. • Continuously rising bed occupancy rates played a significant role in the decision to start construction of a new hospital with a capacity of 100 beds. but the system is devised in such a way that in any situation most ordinary yet adequately trained doctor can deliver appropriate treatment to the needy patient. On the other hand. the top management must provide adequate resources to the implementation of quality efforts. Factors having impact on TQM implementation In health care industry. which includes such sub-factors as process monitoring. • As a result of increased demand for services additional out-patient facilities were annexed to a clinic currently in operation. Top management of the hospitals determines an appropriate organization culture. Its effect is by building quality awareness in the employees and by the recognition of employee for superior quality performance. and amenities. 20 . efficiency. Quality calls for the principles of elimination of waste. The dimension of quality Various dimensions of quality that need to be addressed are effectiveness.

Attendance to safety of care d. Training status of the staff c.Quality assessment can be done on the basis of the following factors: a. Qualification of the treating doctor b. Excellence of service aspect of healthcare f. Doctor’s commitment to quality 21 . Existence of a quality system e.

REASERCH METHODOLOGY 22 .

brand preference. data collection... • To study the various services provided by ESIC hospital and their impact on patients. brand loyalty and other aspects of consumer behavior from a sample of consumers by interviewing them. interviewing. whether they are satisfied with the present service or not. annual reports . Research Design: The methodology for the research study is descriptive and is as follows: Objectives: • The objective is to study the people perception about ESIC Hospital in Vapi. Primary data are first hand information collected through various methods such as observation..g. mailing etc.. Data collection tools : Primary sources of data : Primary sources are original sources from which the researcher directly collects data that have not been previously collected e. field study and analysis of data. collection of data directly by the researcher on brand awareness . DATA ANALYSIS: 23 . The secondary sources consists of readily compendia and already complied statistical statements and reports whose data may be used by reaserchers for their studies e. Secondary sources of data : These are sources containing data which have been collected and compiled for another purpose. census reports. and financial statements. g. This includes the overall research design.The purpose of methodology is to describe the process involved in research work.

PIE CHART QUESTIONNAIRE: This is the most popular tool for the data collection. This diagram consist of a circle divided into a number of sectors. 24 .1. LIMITATIONS : Results of the study are dependent on the nature and number of respondents i.patients. PIE CHART: This is very useful diagram to represent data. BENEFICIARIES: The present study allows the hospital administrators to benchmark their hospitals with other private hospitals by comparing the mean value of the dimensions of Service Quality. The total value is represented by the full circle. QUESTIONNAIRE 2. the study has captured only the perceptions of service receivers. A questionnaire contains questions that the researcher wishes to ask his respondents which is always guided by the objective of the survey.due to limited response rate and other operational constraints. which are proportional to the value they represent. which are divided into a number of categories. and the sample size of the study – 100 patients.e.

DATA ANALYSIS 25 .

Are you coming for regular checkup? YES NO 49% 51% YES NO The sample drawn shows that out of 100% of respondents. 49% come for the regular check ups in this hospital while 51% don’t come for the regular check ups. OBSERVATION: 2. What you think about the services provided by this hospital ? VERY GOOD GOOD SATISFACTORY POOR 26 .Source: Questionnaire 1. it is suggested to hospital administrators to come up with awareness programs among the patients. INTERPRETATION: As majority of the respondents are not coming for regular check ups.

quality management and efficacy and appropriateness of care. • 3. the hospital should maintain the same standard and it is suggested to come up with suitable measures to reduce the negative opinion among the respondents. Are you concerned about the qualification of the doctors before getting diagnosed? YES NO 27 . Only 1% of respondents are not at all satisfied with the hospital services. OBSERVATION: As majority of the respondents are satisfied with the hospital services. 31% found the services good while 20% found the services very good. 48% are satisfied with the services provided by the hospital. this will in time. transparency. encourage healthcare data collection. Few suggestions to further develop the services of the hospital: Utilize and apply medical information systems that encourage the use of evidence-based medicine.OPINION ABOUT PROVIDED SERVICES 1% 48% 20% VERY GOOD GOOD SATISFACTORY 31% POOR INTERPRETATION: The sample drawn on probability basis shows that out of 100% of respondents. guidelines and protocols as well as electronic prescribing in inpatient and outpatient setting. This is possible through the implementation of the EHR (Electronic Health Record). • Develop good partnership with private healthcare sectors that design newer ways to deliver healthcare. An example of this includes outpatient radiology and diagnostic testing centres.

QUALIFICATION CONSIOUSNESS 6% YES NO 94% INTERPRETATION: The above pie chart shows that only 6% of respondents are concerned about the doctor’s qualification before getting diagnosed while 94% are not concerned about the same. 4. It is recommended to develop patient’s knowledge with the help of posters which should be in regional language. it is the sole responsibility of healthcare administrators to appoint qualified doctors as well as other medical and non medical staff. How will you rate the hygiene and cleanliness practiced by this hospital ? VERY GOOD GOOD SATISFACTORY POOR 28 . OBSERVATION: As majority of the respondents are not concerned about the doctor’s qualification.

wash rooms and toilets. • Proper sanitation is also required in patient’s room. • Food hygiene is also necessary.OPINION ABOUT HYGIENE 6% 35% 13% VERY GOOD GOOD SATISFACTORY POOR 46% INTERPRETATION: From the above graph we can clearly observe that 46% of respondents are satisfied. OBSERVATION: As majority of the respondents are satisfied. the hospital should maintain the standard and it is suggested to further improve the hospital hygiene and cleanliness. 13% found good while 6% found the hygiene practices very good in the hospital. It include proper cleaning of equipment and hands to make sure hospital items are not contaminated. The responsible workers should always be advised by their seniors to maintain proper sanitation so as to avoid any type of contamination. This involves keeping food at proper temperature and ensures the products are fresh. But 39% of respondents are not satisfied with the cleanliness and hygiene. • Medical hygiene involves keeping germs and bacteria off of hospital and surgical equipments . 5. How will you rate the accommodation provided by this hospital ? VERY GOOD GOOD SATISFACTORY POOR 29 .

45% are satisfied with the accommodation provided by the hospital.OPINION ABOUT ACCOMODATION 7% 16% 45% 32% VERY GOOD GOOD SATISFACTORY POOR INERPRETATION: The above pie chart shows that out of 100% of respondents. 32% found this service good while 16% found this very good. OBSERVATION: Majority of the respondents are satisfied with the accommodation provided by this hospital. What you think about the food quality provided by this hospital ? VERY GOOD GOOD SATISFACTORY POOR 30 . So the hospital should maintain the same standard and it is suggested to come up with suitable measures to reduce the negative opinions among the service receivers. 6. Only 7% respondents are not satisfied by the accommodation service.

OPINION ABOUT FOOD FACILITY 18% 20% VERY GOOD GOOD SATISFACTORY POOR 35% 27% INTERPRETATION: From the above graph we can conclude that 35% of respondents are satisfied. Only 18% of respondents found the food facility very poor. The meals should be provided in time by the staff. 7. Does this hospital has enough number of Nurses to serve the patients? YES NO 31 . It is suggested to come up with suitable measures to reduce the negative opinion among the service receivers. This service can be further improved by taking care of the food hygiene and freshness. OBSERVATION: Here majority of the respondents are satisfied with the food facility so the hospital should maintain the same standard. Hospital can also start canteen facility for both inpatients and outpatients. 27% found good and 20% found the food facility very good.

OBSERVATION: Majority of the respondents are not satisfied by the services provided by the nurses due to lack of nurses. So it is suggested to the hospital administrators to fill all the vacancies of nurses to avoid the inconvenience faced by the patients.OPINION ABOUT NUMBER OF NURSES 44% YES NO 56% INTERPRETATION: The sample drawn on probability basis shows that out of 100% respondents. 8. Does this hospital has enough number of Doctors to treat the patients? YES NO 32 . 56% found that the hospital does not have enough number of nurses.

the hospital should maintain the same standard. While 43% of the respondents found lack of doctors. Filling all the vacancies of doctors will reduce the waiting time of patients. Proper training and guidance to doctors will improve their skills. OBSERVATION: As majority of the service receivers found that the hospital is having enough number of doctors. 9.OPINION ABOUT NUMBER OF DOCTORS 43% YES NO 57% INTERPPETATION: The sample drawn on probability basis shows that 57% of the respondents found that the hospital is having enough number of doctors. Do you get all the prescribed medicines from the hospital dispensary ? YES NO 33 .

OBSERVATION: As majority of the respondents are satisfied with the availability of medicines from the hospital dispensary.OPINION ABOUT MEDICINES PROVIDED 20% YES NO 80% INTERPRETATION: From the above pie chart we can observe that the 80% of respondents have positive opinion about the medicines provided by the hospital dispensary. 10. the hospital should maintain the same standard. The severe cases are attended in this hospital or sent to other TIEUP hospitals? SAME HOSPITAL OTHER 34 . It is suggested that if any medicine is out of stock in hospital. then it is the responsibility of the hospital to provide that medicine from the private chemist shop to the patient.

Are you getting the conveyance charge when shifting to other hospital in severe cases? YES NO 35 . OBSERVATION: More percentage of cases are transferred to other Tie- up hospitals. This will some time lead to waste of time and effort. So it is suggested to use latest technology treatment in the same hospital. 11.OPINION 34% SAME HOSPITAL OTHER 66% INTERPRETATION: Here the pie chart shows that 66% of respondents agreed that most of the time the severe cases are transferred to other tieup hospitals.

OBSERVATION: Majority of the respondents are satisfied with this service. 12. So the hospital should maintain the same standard and it is suggested to come up with suitable measures to reduce the negative opinions among the service receivers. What is the waiting time in the queue of reception? Less than ½ hour More than ½ hour 36 .OPINION 2% YES NO 98% INTERPRETATION: The sample drawn on the probability basis shows that out of 100% of respondents 98% agree that they are getting conveyance charge while 2% disagree.

13.OPINION ABOUT WAITING TIME 28% 72% LESS THAN 1/2 HOUR MORE THAN 1/2 HOUR INTEPRETATION: The sample drawn on the probability basis shows that 72% of the respondents believe that they take less than ½ hour in the reception queue. The waiting time in the reception queue can be reduced by introducing computers in the reception in place of manual paper work. OBSERVATION: Here 28% of respondents are saying that they have to wait more that ½ hour in the reception queue. Is the nurse caring ? NO YES 37 .

it is recommended to maintain the same standard.OPINION 17% YES NO 83% INTERPRETATION: The sample drawn on probability basis shows that out of 100% respondents 83% of respondents found the nurses to be very caring. It is suggested that by proper training and guidance this facility can be further improved. 14. OBSERVATION: As majority of patients are satisfied with the services provided by the nurses. Does the doctors spend enough time with you ? YES NO 38 .

OPINION 38% 62% YES NO INTERPRETATION: From the above pie chart we can observe that 62% of the respondents are agreeing that the doctors are spending enough time with them. 39 . it is recommended to improve the doctor-patient ratio. OBSERVATION: As 38% of the respondents does not agree with this fact. Filling all the vacancies of doctors will increase the time spend with patients.

FINDINGS By calculating the number of responses. 40 . we found that most of the service receivers are satisfied with the services provided by this hospital.

This lead to increase in waiting time for the patients.• We also come to know while visiting the wards that there was a problem of hygiene and cleanliness in patient’s room. This is due to the lack of computer system in reception. • It has been found that due to lack of latest technology many severe cases are sent to other TIE UP hospitals. • Majority of the respondents are absolutely satisfied with the medicines provided by this hospital. • We also come to know that most of the respondents are satisfied with the food and accommodation provided by this hospital. • Most of the respondents are satisfied with the conveyance charge provided to them by the hospital when shifting to other hospitals. • While talking with the medical officers we come to know that there was a big problem of lack of doctors and nurses in this hospital. Some percentages of respondents were there who are facing the problem of long waiting time in reception queue. • • We also found that the patients are least bothered about the qualification of doctors and nurses before getting diagnosed although most of them are satisfied with the treatment provided to them. 41 .

RECOMMENDATION 42 .

nurses and pharmacists are able to practice and get employed. • Develop multi-specialty group that have their incentives aligned with those of hospitals and payers. • Computer help should be utilized for clinical decision making for selecting suitable tests. • The government should appoint a commission which makes recommendations for the healthcare system and monitors its performance. • Encourage business professionals to develop executive training programmes in healthcare sector. imaging and diagnostic centers on one hand and referring physicians on the other need be removed and a level of clarity needs to be introduced • Develop partnership with the private sectors that design newer ways to deliver healthcare. quality of healthcare services can be improved to a great extend. • Implementation of Electronic Health Record. quality management. • Management of healthcare institutions and healthcare professionals should gear up to meet the expectation and challenges of good patient care. efficiency. efficacy and appropriateness of care. proper interpretation. and accuracy in diagnosis and update management. patient safety.• Develop and implement national standards for examination by which doctors. transparency. • Perverse incentives between specialists. By doing so 43 . • Special treatment techniques like ayurveda and yoga for the patients can be introduced. hospitals. CONCLUSION:By adopting innovative methods and also by proper planning. • A tele-healthcare system can be implemented in the hospital. this will encourage healthcare data collection.

Finally global quality healthcare delivery at doorstep in low cost would safeguard national health leading to economic growth. The result. Introduction of Electron Health Record plays an important role in providing high quality services. which sometimes recognized after 2-3 years. The implementation requires time. the computerized system is positively advantageous over the present manual system. This system will increase the quality of services by reducing the manual errors. 44 . Hence. effort and money in order for the health care organization to learn who their customers are and what they want.patient’s satisfaction can be improved and also doctors will save their precious time which can be utilized for higher professional growth.

BIBLIOGRAPHY www.in 45 • .esic.nic.

com 46 .managementparadice.google.co.• • • www.scrid.com www.in www.

Sign up to vote on this title
UsefulNot useful