E-ISSN 2277-338X | ISSN 2320-4664
 

Original Research 


A study of patient satisfaction and expectation in a newly established tertiary-care teaching hospital: a cross-sectional study

Sudeep Kumar, Anup Kumar, Kranti Bhavana, Pragya Kumar, Dhananjay Kumar.

Abstract
Background: AIIMS in Patna, India, was started as a tertiary-care center under Pradhanmantri Swasthyay Surakshha Yojna scheme of Government of India. For a newly developing institute, patients’ satisfaction regarding clinical services is of utmost importance for the overall growth of the institute.

Objective: To find out the level of patient satisfaction related to different parameters of quality health care in a newly established tertiary-care hospital and to understand the expectation of the patients with respect to quality of delivered health-care services.

Materials and Methods: A cross-sectional study was conducted among the patients attending OPD of AIIMS, Patna. Total number of patients interviewed using questionnaires were 445 from different departments.

Result: Around 47% patients told that more than 10 min were given to them during consultation and 95.5% patients were satisfied with the time given to them. Around 82% patients thought that treatment/suggestion given to them were either excellent or good. Around 74% patients were satisfied with treatment plan discussed with them. Around 86% had told that attitude of doctors at AIIMS, Patna, was better than doctors at other institutes where they had visited previously. Mean rating to doctors and other health staffs on the basis of advice/treatment given by them was 8.30 and 8.01, respectively, on a 0–10 scale. Around 55% patients thought that drugs should be free to them. Around 63% patients thought that investigations should be free to them and 59% thought that this institute should work as tertiary center but see all the patients who come to OPD.

Conclusion: Patient’s satisfaction from health care decides the fate of health-care providers and health-care delivery system. The institute management need to ensure that the quality care is being provided and a standard is maintained by routine patient feedbacks and evaluation. Training of the faculty needs to be organized routinely.

Key words: Patient, satisfaction, expectation, tertiary-care center


 
ARTICLE TOOLS
Abstract
PDF Fulltext
How to cite this articleHow to cite this article
Citation Tools
Related Records
 Articles by Sudeep Kumar
Articles by Anup Kumar
Articles by Kranti Bhavana
Articles by Pragya Kumar
Articles by Dhananjay Kumar
on Google
on Google Scholar


REFERENCES
1. Merkouris A, Ifantopoulos J, Lanara V, Lemonidou C. Patient satisfaction: a key concept for evaluating and improving nursing services. J Nurs Manag 1999;7:19–28. [DOI via Crossref]    [Pubmed]   
2. Johansson P, OlĂ©ni M, Fridlund B. Patient satisfaction with nursing care in the context of health care: a literature study. Scand J Caring Sci 2002;16:337–44. [DOI via Crossref]    [Pubmed]   
3. Wensing M, Elwyn G. Methods for incorporating patients' views in health care. BMJ 2003;326:877–9. [DOI via Crossref]    [Pubmed]    [PMC Free Fulltext]   
4. McKinley RK, Roberts C. Patients satisfaction with out of hours primary medical care. Qual Health Care 2001;10:23–8. [DOI via Crossref]    [PMC Free Fulltext]   
5. Drain M, Clark PA. Measuring experience from the patient's perspective: implications for national initiatives. J Health Qual 2004;26:W4–16.

How to Cite this Article
Pubmed Style

Sudeep Kumar, Anup Kumar, Kranti Bhavana, Pragya Kumar, Dhananjay Kumar. A study of patient satisfaction and expectation in a newly established tertiary-care teaching hospital: a cross-sectional study. Int J Med Sci Public Health. 2016; 5(7): 1487-1491. doi:10.5455/ijmsph.2016.27102015302


Web Style

Sudeep Kumar, Anup Kumar, Kranti Bhavana, Pragya Kumar, Dhananjay Kumar. A study of patient satisfaction and expectation in a newly established tertiary-care teaching hospital: a cross-sectional study. http://www.ijmsph.com/?mno=205989 [Access: September 28, 2020]. doi:10.5455/ijmsph.2016.27102015302


AMA (American Medical Association) Style

Sudeep Kumar, Anup Kumar, Kranti Bhavana, Pragya Kumar, Dhananjay Kumar. A study of patient satisfaction and expectation in a newly established tertiary-care teaching hospital: a cross-sectional study. Int J Med Sci Public Health. 2016; 5(7): 1487-1491. doi:10.5455/ijmsph.2016.27102015302



Vancouver/ICMJE Style

Sudeep Kumar, Anup Kumar, Kranti Bhavana, Pragya Kumar, Dhananjay Kumar. A study of patient satisfaction and expectation in a newly established tertiary-care teaching hospital: a cross-sectional study. Int J Med Sci Public Health. (2016), [cited September 28, 2020]; 5(7): 1487-1491. doi:10.5455/ijmsph.2016.27102015302



Harvard Style

Sudeep Kumar, Anup Kumar, Kranti Bhavana, Pragya Kumar, Dhananjay Kumar (2016) A study of patient satisfaction and expectation in a newly established tertiary-care teaching hospital: a cross-sectional study. Int J Med Sci Public Health, 5 (7), 1487-1491. doi:10.5455/ijmsph.2016.27102015302



Turabian Style

Sudeep Kumar, Anup Kumar, Kranti Bhavana, Pragya Kumar, Dhananjay Kumar. 2016. A study of patient satisfaction and expectation in a newly established tertiary-care teaching hospital: a cross-sectional study. International Journal of Medical Science and Public Health, 5 (7), 1487-1491. doi:10.5455/ijmsph.2016.27102015302



Chicago Style

Sudeep Kumar, Anup Kumar, Kranti Bhavana, Pragya Kumar, Dhananjay Kumar. "A study of patient satisfaction and expectation in a newly established tertiary-care teaching hospital: a cross-sectional study." International Journal of Medical Science and Public Health 5 (2016), 1487-1491. doi:10.5455/ijmsph.2016.27102015302



MLA (The Modern Language Association) Style

Sudeep Kumar, Anup Kumar, Kranti Bhavana, Pragya Kumar, Dhananjay Kumar. "A study of patient satisfaction and expectation in a newly established tertiary-care teaching hospital: a cross-sectional study." International Journal of Medical Science and Public Health 5.7 (2016), 1487-1491. Print. doi:10.5455/ijmsph.2016.27102015302



APA (American Psychological Association) Style

Sudeep Kumar, Anup Kumar, Kranti Bhavana, Pragya Kumar, Dhananjay Kumar (2016) A study of patient satisfaction and expectation in a newly established tertiary-care teaching hospital: a cross-sectional study. International Journal of Medical Science and Public Health, 5 (7), 1487-1491. doi:10.5455/ijmsph.2016.27102015302





Most Viewed Articles
  • Internet addiction among professional courses students: A study from central India
    Arvind Sharma, Rupesh Sahu, Pradeep Kumar Kasar, Richa Sharma
    Int J Med Sci Public Health. 2014; 3(9): 1069-1073
    » Abstract & References » doi: 10.5455/ijmsph.2014.180620142

  • Management of Appendicular Lump: Early exploration Vs conservative management
    Chandra Prakash Pandey, Ram Chandra Kesharwani, Chandra Gopal Singh Chauhan, Manmohan Krishna Pandey, Purnima Mittra, Pramod Kumar, Arshad Raza
    Int J Med Sci Public Health. 2013; 2(4): 1046-1049
    » Abstract & References » doi: 10.5455/ijmsph.2013.230820131

  • Burden of non communicable diseases in India: Setting priority for action
    Kalpa Sharma
    Int J Med Sci Public Health. 2013; 2(1): 7-11
    » Abstract & References » doi: 10.5455/ijmsph.2013.2.7-11

  • Diabetic nephropathy: Progression and pathophysiology
    Deepak N Parchwani, Amit A Upadhyah
    Int J Med Sci Public Health. 2012; 1(2): 59-70
    » Abstract & References » doi: 10.5455/ijmsph.2012.1.59-70

  • Elevated levels of serum uric acid, creatinine or urea in preeclamptic women
    Magna Manjareeka, Sitikantha Nanda
    Int J Med Sci Public Health. 2013; 2(1): 43-47
    » Abstract & References » doi: 10.5455/ijmsph.2013.2.43-47

  • Most Downloaded
  • Minor disorder of pregnancy and its home management
    Lata Gururani, Atul Kumar, Gomathi Mahalingam
    Int J Med Sci Public Health. 2016; 5(4): 684-687
    » Abstract & References » doi: 10.5455/ijmsph.2016.03082015111

  • Association between serum ferritin and thyroid hormone profile in hypothyroidism
    Ashuma Sachdeva, Veena Singh, Isha Malik, Prasanta Saha Roy, Himanshu Madaan, Rajesh Nair
    Int J Med Sci Public Health. 2015; 4(6): 863-865
    » Abstract & References » doi: 10.5455/ijmsph.2015.24012015174

  • Internet addiction among professional courses students: A study from central India
    Arvind Sharma, Rupesh Sahu, Pradeep Kumar Kasar, Richa Sharma
    Int J Med Sci Public Health. 2014; 3(9): 1069-1073
    » Abstract & References » doi: 10.5455/ijmsph.2014.180620142

  • Effect of sleep deprivation on the attitude and performance of medical students, Riyadh, Saudi Arabia
    Hussein Saad Amin, Ibrahim Salamah Almazroua, Abdullah Sulaiman Alsahlan, Mohammed Abdullah Alrishan, Houssam Mourad Elmourad, Mohammed Mansour Alotaibi, Abdulaziz Ibrahim Almohaisin
    Int J Med Sci Public Health. 2016; 5(3): 575-580
    » Abstract & References » doi: 10.5455/ijmsph.2016.17112015207

  • Management of Appendicular Lump: Early exploration Vs conservative management
    Chandra Prakash Pandey, Ram Chandra Kesharwani, Chandra Gopal Singh Chauhan, Manmohan Krishna Pandey, Purnima Mittra, Pramod Kumar, Arshad Raza
    Int J Med Sci Public Health. 2013; 2(4): 1046-1049
    » Abstract & References » doi: 10.5455/ijmsph.2013.230820131

  • Most Cited Articles
  • Zinc: The trace element of major importance in human nutrition and health
    Jayant D Deshpande, Mohini M Joshi, Purushottam A Giri
    Int J Med Sci Public Health. 2013; 2(1): 1-6
    » Abstract & References » doi: 10.5455/ijmsph.2013.2.1-6
    Cited : 34 times [Click to see citing articles]

  • Burden of non communicable diseases in India: Setting priority for action
    Kalpa Sharma
    Int J Med Sci Public Health. 2013; 2(1): 7-11
    » Abstract & References » doi: 10.5455/ijmsph.2013.2.7-11
    Cited : 16 times [Click to see citing articles]

  • Design of fuzzy expert system for diagnosis of cardiac diseases
    Smita Sushil Sikchi , Sushil Sikchi , M S ALI
    Int J Med Sci Public Health. 2013; 2(1): 56-61
    » Abstract & References » doi: 10.5455/ijmsph.2013.2.56-61
    Cited : 11 times [Click to see citing articles]

  • Sugammadex associate persistant bradycardia
    Murat Bilgi, Abdullah Demirhan, Akcan Akkaya, Umit Yasar Tekelioglu, Hasan Kocoglu
    Int J Med Sci Public Health. 2014; 3(3): 372-374
    » Abstract & References » doi: 10.5455/ijmsph.2013.251220131
    Cited : 11 times [Click to see citing articles]

  • Non albicans Candida species: its isolation pattern, species distribution, virulence factors and antifungal susceptibility profile
    Sachin Chandrakant Deorukhkar, Santosh Saini
    Int J Med Sci Public Health. 2013; 2(3): 533-538
    » Abstract & References » doi: 10.5455/ijmsph.2013.080320131
    Cited : 10 times [Click to see citing articles]