Cover page and title page

THE STUDY ON PATIENT SATISFACTION IN THE DIAGNOSTIC DEPARTMENT OF VYTHIRI CLINIC AND MEDICAL CENTRE,VYTHIRI,WAYAN AD

A PROJECT REPORT Under the guidance of Mr.Santhosh Thomas

Submitted by Ms.Hema Susan Cherian

in partial fulfillment of the requirement for the award of the degree Of MBA IN

Healthcare Services

EMBLEM June 2012. ------------------------------------------------------------------------------------------------------------Acknowledgement First and foremost I thank God Almighty for His abundant blessings and giving m

e the oppurtunity to complete the study. It is my privilege to express my gratitude to several person who directly and in directly helped me to conduct this project work. I extend my heartfelt indebtedness to Mr.Santhosh Thomas ,Center Head,KiPs In stitute of Technology and Management,Ravipuram,for allowing me to undertake this study and for his expert guidance throughout this project work. I express my thanks to the faculty of KiPS in providing me with timely support a nd information. . I take this oppurtunity to thank Mr.Rajeshkumar M.P ,the director of Vythiri Cli nic and Medical Center,for allowing me to conduct the ctudy there.I am also than kful to Mrs.Viji Thomas,the manager of the hospital in providing me with the nec essary support and information.Iam indebted to the department heads and the tech nicians of Xray department,CT scan department and Laboratory. It would not have been possible to do the survey without the cooperation of th e patients who responded to my questinnaire. Mere acknowledgement may not redeem the debt I owe to the help and inspiration my friends and family members provided during the entire course of the project. Hema susan Cherian. ------------------------------------------------------------------EMBLEM

BONAFIDE CERTIFICATE Certified that this project report titled ''THE STUDY ON PATIENT SATISFACTION IN THE DIAGNOSTIC DEPARTMENT OF VYTHIRI CLINIC AND MEDICAL CENTRE,VYTHIRI,WAYANA D'',is the bonafide work of '' Hema Susan Cherian '' who carried out the projec t work under my supervision.

SIGNATURE SIGNATURE

HEAD Of THE DEPARTMENT FACULTY IN CHARGE

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---------------------------------------------------------------------------------------------------------------------EMBLEM

EXAMINER'S CERTIFICATE The project report of Hema Susan Cherian,'' THE STUDY ON PATIENT SATISFACTION IN THE DIAGNOSTIC DEPARTMENT OF VYTHIRI CLINIC AND MEDICAL CENTRE,VYTHIRI,WAYANA D'' is approved and is acceptable in quality and form. Internal Examiner : External Examiner: Name: Qualification: Name: Qualification:

Designation :

Designation :

Date

Date :

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SIKKIM MANIPAL UNIVERSITY OF HEALTH,MEDICAL & TECHNOLOGICAL SCIENCES

DECLARATION BY THE CANDIDATE I hereby declare that this dissertion entitled ''THE STUDY ON PATIENT SATISFA CTION IN THE DIAGNOSTIC DEPARTMENT OF VYTHIRI CLINIC AND MEDICAL CENTRE,VYTHIRI,WAYANAD'',submitted in partial fulfillment of the requirements for the degree of MBA in Healthcare Ser vices to Sikkim manipal University ,India, is my original work and not submitted for the award of any other degree,diploma,fellowship or any other similar prize s.

I declare that Sikkim manipal University ,India shall have the rights to preserv e ,use and disseminate this dissertion in print or electronic format for academi c/research purpose. Hema Susan cheri an Reg. No.:521070002 Kochi 30.06.2012 MBA HCS IV Sem.

--------------------------------------------------------------------Executive summary Out patient Department in a hospital is considered to be the shop window of the hospital [1, 2]. There are various problems faced by the patients in the diagno stic departments of out patient department like over crowding, delay in getting results, lack of proper guidance etc that leads to patient dissatisfaction. Now days, the patients are looking for hassle free but quality services in this f ast growing world. Patients satisfaction leads to drift in both new and old patie nts, which hinders the sustainability of any hospital in long run. Vythiri Clinic and Medical Centre was established in the year 1995 by Dr.Rajes h Kumar M.P and has a bed strength of 200 today.It is located in the picturesque taluk of Vythiri in Wayanad. It has now completed seventeen year of dedicate d service to the community. It was felt that there is a need to know the satisfa ction level of patients and also get a feedback about the services provided in t he various departments.So this study was undertaken with objectives .to make org anisation more aware of significant areas of dissatisfaction with care and servi ces,Give staff new insights into how people perceive aspects of their care and t o increase consumer confidence, to evaluate the performance of the services in t he patient s perspective, and to identify the problems of the patients and suggest measures for improvement. The study was conducted among 150 patients attending OPD of Vythiri Clinic and M edical Center during the period from 28May-28June 2012. The patients were selec ted randomly from outpatients visiting the diagnostic departments. In order to g et the details from patients, a questionnaire was designed to include questions eliciting satisfaction of location ,facilities available, perception about the p erformance of staff,waiting time and experience there. Review of literature was also collected to study the various developments in di agnostic department services. The findings of the study points out that there is some infrastructure changes t o be made.Some facilities needs to be upgraded. Inservice class for the staff ,a ppointing clerks and guides are needed. Patient satisfaction surveys are useful in gaining an understanding of user s need s and their perception of the service received.It points out to the fact that im provements need to be made for betterment of quality of services. It is also advisable to conduct periodical patient satisfaction surveys in all d epartments of the hospital. ----------------------------------------------------------------------------------------------------------TABLE OF CONTENTS

TABLE S Chapter o. 1 1.1 1.2 no. Introduction Introduction to the study Aims And Objectives of the study Title

OF

CONTENT Page n

2.Review OF Literature 2.1 Definition of terms 2.2 Design factors of hospital buildings 2.3 Design ,Location and Facilities of X ray department. 2.4 Design ,Location and Facilities of C T scan department. 2.5 Design ,Location and Facilities of Laboratory. 3.Importance of Patient Satisfaction Surveys 4.Research Methodology 5.Hospital Profile 6.Data Analysis and Interpretation 7.Findings And Recommendations 8.Conclusion 9.Limitation of the Study Bibliography Annexures Questionnaire Checklist

-----------------------------------------------------------LIST OF TaBLES Sl.no 1. Title Age of Respondents Page no

2. 3. 4. 5 6. 7. ent 8. 9. 10. 11. 12. 13. t 14. 15. 16. 17. artment 18. a 19. n 20. 21. 22. ment 23. 24.

Gender Of Respondents Occupation of Respondents education of Respondents Satisfaction of location of X ray department Helpfulness of direction and sign boards to locate Xray department Satisfaction on the registration process in the X ray departm Satisfaction of availibility of space in patient waiting area Satisfaction of facilities in the patient waiting area Satisfaction with the helpfulness of the X ray technician Provision of privacy during the procedure Hygiene of the Xray department Satisfaction in the result processing time of X ray departmen

Experience in the department. Satisfaction of location of C T scan department Helpfulness of direction and sign boards to locate C T scan department Satisfaction on the registration process in the C T scan dep Satisfaction of availibility of space in patient waiting are Satisfaction of facilities in the patient waiting area Satisfaction with the helpfulness of the C T scan technicia Provision of privacy during the procedure Hygiene of the C T scan department Satisfaction in the result processing time of C T scan depart

Experience in the department. Satisfaction of location of laboratory.

25. 26. 27. a 28. 29. n 30. 31. 32. 33.

Helpfulness of direction and sign boards to locate laboratory Satisfaction on the registration process in the laboratory Satisfaction of availibility of space in patient waiting are Satisfaction of facilities in the patient waiting area Satisfaction with the helpfulness of the laboratory technicia Provision of privacy during the procedure Hygiene of the laboratory Satisfaction in the result processing time of laboratory Experience in the department.

-------------------------------------------------------------List of FIGURES Sl.no 1. 2. 3. 4. 5 6. 7. ent 8. 9. 10. 11. 12. 13. Title Age of Respondents Gender Of Respondents Occupation of Respondents education of Respondents Satisfaction of location of X ray department Helpfulness of direction and sign boards to locate Xray department Satisfaction on the registration process in the X ray departm Satisfaction of availibility of space in patient waiting area Satisfaction of facilities in the patient waiting area Satisfaction with the helpfulness of the X ray technician Provision of privacy during the procedure Hygiene of the Xray department Satisfaction in the result processing time of X ray departmen Page no

t 14. 15. 16. 17. artment 18. a 19. n 20. 21. 22. ment 23. 24. 25. 26. 27. a 28. 29. n 30. 31. 32. 33. Provision of privacy during the procedure Hygiene of the C T scan department Satisfaction in the result processing time of C T scan depart Experience in the department. Satisfaction of location of C T scan department Helpfulness of direction and sign boards to locate C T scan department Satisfaction on the registration process in the C T scan dep Satisfaction of availibility of space in patient waiting are Satisfaction of facilities in the patient waiting area Satisfaction with the helpfulness of the C T scan technicia

Experience in the department. Satisfaction of location of laboratory. Helpfulness of direction and sign boards to locate laboratory Satisfaction on the registration process in the laboratory Satisfaction of availibility of space in patient waiting are Satisfaction of facilities in the patient waiting area Satisfaction with the helpfulness of the laboratory technicia Provision of privacy during the procedure Hygiene of the laboratory Satisfaction in the result processing time of laboratory Experience in the department

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