स्वास्थ्य एवं परिवार कल्याण विभाग, छत्तीसगढ़

Quality of Care Through Patient Feed Back Mechanism

 Why is this initiative....
Perception about public health facilities
• Poor quality infrastructure
• Overcrowding
• long waiting time
• Compromised cleanliness
• Absence of amenities in waiting area
• Lack of information
• Apathy of staff toward beneficiaries
 Project Description
• The initiative started in September 2011 district hospital
Durg.

• Objectives
– To assess the satisfaction level of service delivery provision
at the facility.
– To ensure that the facility is aware of the requirements of
the patients & service providers.
– Analyzing the findings and taking necessary actions to
address the issues raised by the patients and service
providers
Methodology
• Selection of Questionnaire: Patient Satisfaction
Survey :
• Out Door Patient Satisfaction Survey
• Indoor Patient Satisfaction Survey
• Ten and twenty questions respectively is used in
Hindi. Patients feedback has been taken on scale of
Poor to Excellent on a Five-point ‘Likart scale’.
• Collecting Feedback from Patients:
– Hospital Manager/ OPD clerks takes Feedback from OPD
patients at the time of exit
– and Staff nurse on duty takes feedback from IPD patients
at the time of handing-over the discharge sheet.
• Frequency/Periodicity: Quarterly.
• Analysis of Feedback: Hospital Manager
analyses the collected feedback forms.
Lowest two performing attributes are
identified for addressing in a focussed
manner.
• Action Planning: Issues related to lowest
performing areas are discussed in monthly
review meetings of JDS, and an Action Plan
approved,
 Outcomes:
• Patient gain confidence when their problems are heard
and resolved.
• Better patient amenities (Sitting arrangement, Fans,
Drinking water, clean toilets)
• Reduced overcrowding and waiting time through
computerized registration, separate Registration
counters, Token system and calling system.
• Improved signage.
• Some good practices such as monitoring of near expiry
drugs, use of housekeeping checklist for monitoring
cleanliness level, etc. were initiated after getting
feedback from patients.
• Staff satisfaction level increased,
• Increased timeliness of hospital staff.
• Financial investment:
– Financial investments are minimal in conducting surveys (Rs.
400 for printing formats)
– For addressing issues identified during surveys, investments
were addressed using funds from Jeevan Deep Society Annual
Grant and local support.
• Scalability and cost effectiveness:
– Patients Feedback Analysis is one of the most important and
useful tools for understanding the ‘voice of customer’.
– It is pivotal in improving delivery of healthcare services, and
helps the managers in planning and prioritizing healthcare
interventions.
• Conclusions/Lessons Learned:
An easy to implement and low cost ‘Patient Centric’ Intervention
for improving quality of care.
 Patient feed back in OPD

Patient feed back in IPD

 Multiple
counters to
reduce time

Discussion

Patient feedback
 Grievance
redressal by
Civil surgeons

Action initiated in the ward

Thank You
Out Door Patient Satisfaction Survey Formats
Indoor Patient Satisfaction Survey Formats