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PATIENT SATISFACTION

INTRODUCTION Consumers of health care services demand quality care. Patient satisfaction has been used as an indicator of quality services provided by health care personnel. The most important predictor of patients overall satisfaction with hospital care is particularly related to their satisfaction with nursing care. In recent years, the focus on consumerism in a highly competitive environment has led to increased interest in measuring patient satisfaction with health care. DEFINITION Patient satisfaction is defined as a health care recipients reaction to salient aspects of the context, process, and result of their service experience. Pascoe (1983)

Patient satisfaction is dened as the extent of the resemblance between the expected quality of care and the actual received care. - Scarding (1994) NEED FOR EVALUATING PATIENT SATISFACTION Data about patient satisfaction equips nurses with useful information about the structure, process and outcome of nursing care It is a requirement for therapeutic treatment and is equivalent to self therapy. Satised patients help themselves get healed faster because they are more willing to comply with treatment and adhere to instructions of health care providers, and thus have a shorter recovery time. METHODS OF MONITORING PATIENT SATISFACTION Medical audit Quality assurance committee reviews Indices of nursing performances Judgemental method COMPONENTS OF EVALUATION OF PATIENT SATISFACTION 1. Evaluation of the programs and activities of various departments including outpatient care, inpatient care, overall health education activities of the hospital 2. Evaluation of the various resources available in the hospital for effective health care 3. Evaluation of effectiveness of hospital personnel including medical, paramedical, nursing as well as non-medical employees of the hospital. 4. Services are relevant to the needs of the population it serves. Patient satisfaction with nursing care is important for any health care agency because nurses comprise the majority of health care providers and they provide care for patients 24 hours a day.

ULITILISATION REVIEW The utilisation review program includes determining appropriate hospital length of stay and necessary treatments for various illnesses and conditions and reviewing patient medical records on admission and at intervals during hospitalisation to ensure that the patient receives appropriate care. AIMS AND OBJECTIVES 1. The main aim is to curb the exploding health care costs with conservative use of hospitalisation and expensive diagnostic and treatment procedures. 2. They work in liason with a business organisation to provide healthcare services to the organisations employees at discounted rates. 3. Cost containment to limit each patients diagnostic and treatment measures to the fewest, least expensive procedures that will relieve patient symptoms, avert costly complications, and return the patient to fullest possible function in the shortest time possible. UTILISATION REVIEW NURSE A utilization review nurse is a registered nurse who reviews individual medical cases to confirm that they are getting the most appropriate care. They can work for insurance companies, determining whether or not care should be approved in specific situations, and they can also work in hospitals. Members of this profession do need to possess compassion, but they also need to be able to review situations dispassionately to make decisions which are fair, even if they may be uncomfortable. At a hospital, a utilization review nurse examines patient cases if the hospital feels that a patient may not be receiving the appropriate treatment. In an insurance company, the utilization review nurse inspects claims to determine whether or not they should be paid. The nurse weighs the patient's situation against the policy held by the patient, the standards of the insurance company, and the costs which may be involved in treatment. To work in this field, it is usually necessary to hold a current nursing license, and to have experience in the field.