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SUMMER TRAINING PROJECTREPORT
ON
PATIENTS’ SATISFACTION SURVEY
AT
Max Multispecialty Hospital
Presented and prepared by:
Asim Haque
Roll No- 140251024
MBA(Batch: 2014-16 )
Under the guidance of
Dr.Megha Mullick Breja
Assistant Professor/ Coordinator, Department of HCHA
School of Business Studies
Sharda University
Plot no: 32,34 , Knowledge Park 3
Greater Noida – 201306

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PREFACE
Healthcare is one of India’s largest sectors, in terms of revenue and employment, and one can
well witness the sector to expand rapidly. With the fast growing purchasing power, Indian
patients are willing to pay more to avail health care services of international standard.
In the era of globalization and heightened competition, it has been observed that delivery of
quality service is imperative for Indian healthcare providers to satisfy their indoor as well as
outdoor patients.
Hence, it is essential to be aware of how the patients and patient parties evaluate the quality
of health care service.
Such an understanding facilitates hospital administration enhance quality of service and
satisfy patients to a great extent as well.
The service industries have been paying attention to customer satisfaction since ages.
Health care is the only industry which has virtually left the customer out for years.
The strong physician mentality, which dictates that health care is a special thing understood
by doctors only, contributes to this apathy towards customer views.
To ignore the input from the patient or customer is not living with reality today.
The patient perspective is becoming more and more important in the process of improving
health care systems.
To achieve this, measuring patient satisfaction is an important component in assessing
healthcare service quality Expectations of today's healthcare consumers mirror other
industries, with customers used to benefits like 24-hour service or mobile access.
An ideal patient experience is also built on nonclinical factors like convenience, customer
service and staff attitudes.
Personal experience in the provider sector includes facilities that offer multiple services in
one location, ability to exchange information through online, mobile channels of

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Communication, patient education during a visit, cafeteria, access to Wi-Fi and other
Entertainment.
One of the biggest reasons for positive experience in a hospital was staff behavior
The measurement of patient satisfaction is thus an integral part of hospital market research.
Just as consumer satisfaction is a function of the extent to which providers do things right, the
Value of consumer-oriented market research is directly related to whether the research itself
is done right.
Patients satisfaction can be defined as fulfillment or meeting of expectations of a person from
a service or product. When a patient comes to a hospital, he has a preset image of the various
aspects of the hospital as per the reputation and cost involved.
Expectations of today's healthcare consumers mirror other industries, with customers used to
benefits like 24-hour services or mobile access.
The ideal patient experience is built on clinical and nonclinical factors like convenience,
customer service and staff attitudes.
The measurement of patient satisfaction is an integral part of hospital market research.
Aim was to understand response rates, cumulative satisfaction levels and effect of the
accreditation process on response rates.
The data-based study was conducted with a brief, easy to complete questionnaire suitable for
a hospital based setting.
This was attributed to the awareness created amongst the staff about this aspect during the
accreditation process.
The lowest ratings were received by the cafeteria and the discharge process.
The patient satisfaction surveys are an important tool to know the voice of the customer and
can be used as a tool for improving the care delivered.
The accreditation process does help in raising awareness about the importance of the
customer feedbacks, their analysis and use of the same for improving the service quality.

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ACKNOWLEDGEMENT
I take this opportunity to express my profound gratitude and deep regards to my guide
Dr.Kaushalender Singh , Opreational Manager, Max Multispecialty Hospital.
for his exemplary guidance, monitoring and constant encouragement throughout the course of
this thesis. The blessing, help and guidance given by him time to time shall carry me a long
way in the journey of life on which I am about to embark.
I also take this opportunity to express a deep sense of gratitude to Mrs Deepinder kaur ,
Unit Head of Human Resource Management for his/her cordial support, valuable
information and guidance, which helped me in completing this task through various stages.
I am obliged to staff members of Max Multispeciality Hospital, for the valuable information
provided by them in their respective fields. I am grateful for their cooperation during the
period of my assignment.
Regards,
Asim Haque

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TABLE OF CONTENTS
I. About the summer training organization and the industry …………………6-7
II. Brief history of the organization…………………………………………8-10
III. Organizational structure…………………………………………………11
IV.Performance…………………………………………………………….12-13
V.Products/services………………………………………………………...14-16
VI.Competitors…………………………………………...............................17
VII.SWOT analysis………………………………………………………..18-19
VIII.Problems encountered………………………………………………...20-21
IX.Research problem………………………………………………………….22
X.Research Objectives…………………………………………………………23
XI.Research methodology …………………………………………………24-27
XII.Data tabulation, interpretation, analysis, findings……………………28-32
XIII.Recommendations and conclusion……………………………………33-35
XIV.Annexure:
i)Bibliography of References……………………………………...36
ii)Questionnaire…………………………………………..……..37-40

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ABOUT MAX MULTISPECIALITY,GREATER NOIDA
At Max Multi Speciality Hospital, Greater Noida, our aim is to provide our patients with high
quality yet affordable medical care. This 100 bedded hospital offers care in all major
medical disciplines with a focus on convenience, quality medical care and affordability.
Hospital Specialities
Our key specialities offer an array of medical services ranging from preventive to
curative to consultancy. Our specialities include:
1. Casualty /Emergency Care.
2. Dental Care.
3. ENT.
4. General Surgery.
5. Internal medicine.
6. IVF.
7. Neonatology.
8. Obstetrics and Gynaecology.
9. Neurosciences.
10. Opthalmology.
11. Orthopedics.
12. Paediatrics.

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Technology
Cutting edge technology to facilitate the best and shortest road to recovery.
The Radiology machines such as MRI, CT Scan, ultrasounds etc.
Services & Amenities
We believe that services and amenities play a highly significant role in healthcare
industry, which is why we have only the BEST. Listing the services and amenities that
we provide:
 24*7 Max Pharmacy
 Cafeteria
 Waiting Lounge
 TPAs
Emergency Services
 Internationally trained physicians in the field of Emergency Medicine
 Dedicated & fully equipped resuscitation & procedure bays
 Highly trained ambulance staff
 World-class communication infrastructure
 Fully equipped advanced cardiac life support ambulances
 State-of-the-art emergency response and management system

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HISTORY OF MAX HOSPITALS
Max India Limited was founded in 1985.
The first Max healthcare centre was opened as Max Medcentre in Panchsheel Park, New
Delhi with OPD facilities and day care surgeries in 2000.
In 2002, Max Hospital was opened and Dedicated to mother and child care, Max Hospital,
Noida was opened in 2002 with services including non-invasive
.cardiology, orthopedics, ENT, ophthalmology, nephrology etc.
Max Heart and Vascular Institute was established in 2004 with advanced cardiac life support
and air evacuation service in Saket.
Max Hospital in Patparganj was founded in 2005. In the same year, Max Eye and Dental Care
centre was opened at Panchsheel Park, New Delhi. Max Super Specialty Hospital in Saket
was founded in 2006 and Max Hospital, Gurgaon was opened in 2007.
In July 2014 the company formed a joint venture with LIFE Healthcare Group, the second
largest private hospital operator in South Africa, with the two groups each holding a 46.4%
equity stake in the new venture to be known as Max India.
Max Multi Speciality Hospital, Secondary Care Hospital in Greater Noida Was established
on 2014.In the year 2015 this hospital got NABH Accrediation in the month of june.
Foundation:
Analjit Singh is the founder & Chairman of Max india Ltd.
He has been awarded the ‘Padma Bhushan’ Award.
He is presently an Executive Board Member of the Board of Governors,Indian School
of Business(ISB), Hyderabad, where he is jointly funding a new campus at Mohali, Punjab
and
Actively facilitating it as the Chairman, Mohali Campus Advisory Board, ISB.
He has also recently taken on the role of the Chairman of the Board of Governors,
Indian Institute of Technology, Roorkee. In addition, he is the Chairman, Board of
Governors,The Doon School, Dehradun. Analjit Singh is an alumnus of Doon School,
Dehradun; Shriram College of Commerce,
University of Delhi; School of Management and the Graduate School of Management,Boston
University, Boston, USA.

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Branches in Delhi Ncr & across India
 Max Super Speciality Hospital, Saket.
 Max Super Speciality Hospital (A unit of Devki Devi Foundation), Saket.
 Max Super Speciality Hospital, Patparganj.
 Max Hospital, Pitampura.
 Max Hospital, Noida.
 Max Multispeciality Centre, Panchsheel Park.
 Max Hospital, Gurgaon.
 Max Super Speciality Hospital, Shalimar Bagh,Delhi.
 Max Super Speciality Hospital, Mohali, Punjab.
 Max Super Speciality Hospital, Bathinda, Punjab.
 Max Super Speciality Hospital, Dehradun, Uttarakhand.

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Accreditation
 The Max Institute of Minimal Access, Metabolic & Bariatric Surgery has accredited as a
centre of Excellence for providing state-of-the-art Clinical Services and Surgical Training
Programmes for Abdominal Wall Hernia Surgery.
 Max Super Specialty Hospital, Saket was awarded FICCI award for Operational
Excellence in Healthcare Delivery.
 FICCI awarded Max Super Specialty Hospital, Patparganj with the Healthcare award for
Operational Excellence in Environmental Conservation.
 Max Healthcare was awarded the DL Shah National Award on 'Economics of Quality'
from Quality Council of India.
 Max Super Specialty Hospital and Max Devki Devi Heart & Vascular Institute at Saket,
the two tertiary care hospitals of Max Healthcare, are the first two hospitals of North.
India to have received the prestigious accreditation from National Accreditation Board
for Hospital & Healthcare Providers.
 Max Labs 24x7 at MSSH, Saket was certified by The National Accreditation Board for
Testing and Calibration Laboratories (NABL).
 Five Hospitals of Max Healthcare are
They are located at MHVI-Saket, Max Balaji - Patparganj,
Max Hospitals at Pitampura and Noida and Max Med Center – Panchsheel.
Max Hospital - Pitampura .

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ORGANISATION STRUCTURE
An organizational structure defines how activities such as task allocation, coordination and
Supervision are directed towards the achievement of organizational aims. It can also be
considered as the viewing glass or perspective through which individuals see
their organization and its environment.
Medical Non Medical
Pharmacy Deputy Medical Supdt. Quality Clinicians Nursing Lab Blood Bank Radiology
1.MRD
2. Emergency
3.CSSD
4. Dietetics
Housekeeping Front Office Food & Beverages Bio-Medical Engg. IT Sales
&
Marketing Security
GM Operations
Medical
Non Medical

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PERFORMANCE
Max Healthcare(MHC) today announced that it has executed definitive agreements to acquire
a controlling stake of 76% in NCR based Pushpanjali Crosslay Hospital(PCH) through a
combination of fresh investment and acquisition of shares from existing promoters for the
aggregate sum of Rs287 Cr.Situated Just 4 Kms from Max Super speciality Hospital in
Patparganj, the 340-bedded Pushpanjali Crosslay is at prime location.
Delhi-Ghaziabad –Noida corridor. The Hospital which has the capacity to extend up to
540 beds is NABH and NABL accredited and has been operational since 2010.
This move is in line with Max Healthcare’s ambitious growth strategy and follows its
Impressive financial performance and turn around to profitability.The New Hospital,which
Will be rebranded under the Max Hospital umbrella,is expected to benefit immensely from
Clinical,Management and financial synergies with the Max Healthcare network in general
and Max Super speciality Hospital,Patparganj in particular.
MHC is confident that this acquisition will provide significant expansion to the top and
bottom line through sharing of resources,cost efficiencies,optimization of occupancy,and
focusing on high growth specialities such as Oncology,Neuro sciences,Renal Sciences
including kidney transplant program,orthopedics and cardiac sciences.
Max Super speciality Hospital, Patparganj,Which is in close proximity to PCH,has already
Established a strong following and brand presence in the East Delhi & Western UP market
And operates consistently at benchmark levels of occupancy.This acquisition,along with
Existing hospitals in Patparganj,Noida and Greater Noida, will provide Max Healthcare a
Formidable presence in the East Delhi and Western UP region, Which has a limited number
of tertiary care hospitals catering to a population of more than 12.7.
Commenting on the acquistion ,Rahul Khosla, Chairman, Max Healthcare and MD,Max
India, said,”This acquisition comes at a fortutious time for us when Max Healthcare has
turned Profitable and is poised for growth.Pushpanjali Crosslay is one of the few hospitals in

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NCR region which match Max Healthcare’s infrastucture and scale standards.
Its 340 operational beds will allow immediate revenue and profit accretion to Max
Healthcare. In addition , the reputation for exellence in medical services created by Max
Healthcare, and particularly by our tertiary care hospital in patparganj, will be hugely
beneficial in attracting patients and top clinicians to our new hospital.”
Rajit Mehta, MD and CEO ,Max Healthcare said, “Pushpanjali Crosslay is a welcome
addition to our hospitals network. We believe that we will be able to integrate it with other
hospitals fairly quickly to optimize clinical and services standards, realize cost efficiencies
and attract more top clinicians to its already respectable clinical talent pool. Our patients
should be confident of benefiting from the high levels of care and treatment that they have
come to expect from any Max Hospital.”
PCH was founded by prominent Delhi clinician Dr Vinay Aggarwal along with a cooperative
of around 250 doctors and 450 nursing staff. The Property has 11 operation theatres, 4 labour
rooms,1 cath lab and is spread across 3.46 acres of freehold land,with a built up area of 3.84
lakh sq.ft with top of-the-line infrastructure and an opportunity to optimize the hospital’s
operating model to drive efficiencies, the hospital presents MHC with immense scope for
expansion and fpr tranforming the hospitals to a super speciality insitution of choice in the
near future . PCH had reported revenue of Rs143 Cr at an EBIDTA margin of 14% in
FY2014.Both these parameters underscore the potiential for growth and upside by deploying
Max Healthcare’s assets and expertise, Ernst & Young LLP acted as exclusive lead advisors
On the transaction to PCH, while MHC’s side was Max Group and Life Healthcare’s in
Houseteam.

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PRODUCT/SERVICES
Max Healthcare, committed to the highest standards of medical excellence, patient care, ...
delivers world-class healthcare services and medical training in India.Max Bupa Max
Neeman Max Speciality Products Max India Foundation Antara.
At Max Super Speciality Hospitals, it's our level of service that truly sets us apart.
From professional interpreters to world-class medical care & from best of doctors to best of
accommodation, we treat every patient of ours like a VIP.
Travel Assistance
 Ground Transportation – We also provide assistance in finding a shuttle, hiring a car or
 choosing any other mode of transportation within the city.
 Air Ambulance.
 Pick-up and Drop Facility from across.
 Parking - We have 24X7 Parking for all patients and their visitors across our network of
hospitals.
 Cafeteria.
 Blood Bank.
 24X7 Chemist
 ATMs.
 Home Care Services.
 Rooms and Lounges.

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Immigration Services
We're the Authorized Panel Site for Immigration Checks for Australia, Canada, United States
of America (USA) and New Zealand. We ensure a hassle-free and quick immigration
experience for our domestic patients. United Kingdom (UK) is the latest addition; since
October 2010, we've been successfully managing the immigration programmes, making sure
that our patients have access to the best of health care services and amenities across the
world.
Our Unique Offerings:
 We offer a complete range of services under one roof, be it Radiology, Pathology,
 Immunizations, Multispeciality doctors, or Pharmacy.
 Services available from 8 am to 8 pm.
 An experienced and seasoned pool of male and female doctors - Internal Medicine and
Paediatrician.
 Dedicated query support
.
 Dedicated appointment line.
 Dedicated coordinators for managing Immigration check-ups.
 Ongoing quality checks and stringent monitoring of processes.
 NABL approved labs and certified Radiologists.
 Timely report delivery.
 Applicant and family counseling.
 Ongoing technology advancements and training.
 Highly developed and certified lab services for TB and Sputum testing.
 DOT treatment centre.

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Accommodation
In order to make your stay comfortable and safe, we try our best to ensure that you get access
to the best of facilities and accommodation. Once you confirm your treatment, our service
team sends across the best accommodation options available to you.
We also offer pick-up facility from the Airport, Railway Station or Bus Stand to the Guest
house/hotel.
To get a glimpse of hotels we have tie-ups with, see below
 Hotel Clark Inn
Website: www.clarkhotels.com
 The Lemon Tree Hotel
Website:www.lemontreehotels.com
 Hotel Sepal
Website: www.hotelsepal.com
 Hotel Comfort Inn
Website: www.comfortinn.com
 Hotel Bahia Fort
Website:www.hotelbahiafort.com
 Hotel Krishna Continental
Website:www.krishnacontinental.com
 Hotel Highway inn
Website:www.motelhighwayinn.com
 Hotel Celebrations
Website:www.celebrationshotels.com

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COMPETITORS
1.Kailash Hospital And Research Centre Limited.
Kailash Hospital, Greater Noida was planned to provide health care services to the people
Of Greater Noida which has emerged as a modern township.
This hospital has been set up as a 250 bedded multi-specialty hospital with NABH
Accrediation.
2. Yatharth Wellness Hospital & Trauma Centre.
Yatharth Wellness Hospital is a 150 Bedded Super-specialty Hospital Located in The Heart
Of Greater Noida, Close To Pari Chowk.
3. Sharda Hospital.
A multi-specialty hospital offering medical care to patients at affordable costs ensuring a
better standard of living.It is a 650 bedded hospital.
4. Jaypee Hospital.
The Jaypee Hospital is the flagship hospital of the Jaypee group, which heralds the group’s
noble intention to enter the healthcare space. This hospital is planned and designed as a 1200
bedded tertiary care multi specialty healthcare facility and having NABH Accrediation.
.

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SWOT ANALYSIS
A SWOT analysis (alternatively SWOT matrix) is a structured planning method used to
evaluate –
Strengths - S
Weaknesses - W
Opportunities and- O
Threats involved in a project or in a business venture- T
SWOT analysis for Max Healthcare can provide a competitive advantage.
Strengths
-Experienced business units
-Skilled workforce
Opportunities
-Growing demand
Weaknesses
-Future profitability
-Investments in research and developmen
Threats
-Rising cost of raw materials
-Government regulations
-Tax changes
-Increasing rates of interest
-Increasing costs
-Global economy

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SWOT analysis is perfect for business planning, strategic planning, competitor evaluation,
marketing, business and product development and research reports.
The SWOT analysis enables companies to identify the positive and negative influencing
factors inside and outside of a company or organization.

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PROBLEM ENCOUNTERED
The Third Party Administrator (TPA) unit in a hospital is meant to facilitate transactions of
patients' cashless facilities.
One of the main activities of the marketing department of a hospital is to tie-up with different
TPAs for provision of credit treatment facility or cashless service at the hospital, which are
reimbursed by the party concerned, at a later date.
The number of patients and the percentage of revenue from insurance companies are rising
steadily. Thus, it is increasingly getting very important for any hospital to have its own TPA
department.
A)Patient Awareness
There are instances when the patient only comes with just the TPA card and no identity card
along. Thus, it becomes difficult to refuse the patient for the treatment.
In some instances, the patient (policy holder) is 'ignorant' about the nature of insurance
policy he/she possesses, like how much cover is available to them, list of inclusions and
exclusions, as well as any capping in their policy. This leads to several problems at the
hospital end and sometimes leads to procedural delay.
B)Error in Making Records
Improper recording of the patient details like employment ID, name, sex, address and so on
are the common errors.
If the patient is admitted in an emergency, there are times when the emergency certificate is
not made by the casualty medical officer.
This leads to inconvenience and recording of incorrect information. Problems also occur
when the patient admitted in emergency fails to get the authorisation for the treatment from
the concerned employer

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C) Discharge Time
A patient is getting discharged, there can be a delay in finance clearance in the hospital.
This causes unnecessary loss to the hospital since the patient has already been discharged.
The other problem is of the patient being discharged without taking his/ her relative's
signature in the discharge certificate, thus inconveniencing the hospital authorities in
handling the further process and recovering the claim amount from the TPA.
D) Billing Hours
Incorrect billing done (specific discounts/ rates not followed as per agreement with the
corporates/ TPA), patient signature not taken on the final bills and improper recording of the
details are some common errors. When it comes to final billing, the patient needs
authorisation from the TPA on the billed amount, which at times gets delayed and also the
TPAs have their own criteria of including and excluding certain costs mentioned in the final
bill. This means that the patient has to settle whatever has been excluded by the TPA and then
they can leave the hospital.
C) Dispatching Issues
Hospital also faces problems while dispatching the bills to TPAs when all the relevant
documents are not attached while dispatching (reports of laboratory, blood bank, imaging,
document of approval from the TPA), cover note not prepared with the bills, bill dispatched
to the wrong address, bill dispatched to the different office of the same company (some bills
need to be dispatched to the office where the employee is working and not the corporate
office), delay in dispatching the bills, bills getting misplaced in the hospital and further
clarification regarding treatment is required by the TPA.

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RESEARCH PROBLEM
Patient surveys don’t just improve performance and communication with patients—they may
soon be mandatory.
Over the past decade, health insurance companies and the government
have increasingly relied on customer satisfaction measures to evaluate provider performance.
Implementing patient surveys now can help practices prepare to meet future patient
satisfaction requirements. provider performance. Implementing patient surveys now can help
practices prepare to meet future patient satisfaction requirements.
But using patient surveys effectively involves more than just asking your patients for
feedback. We spoke to healthcare experts and successful practices to learn their tips, tricks
and tactics for using patient surveys to improve performance.

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RESEARCH OBJECTIVES
AIM OF THE STUDY
 To understand the response rates and the cumulative satisfaction levels among
Patients’.
Objectives
 To study the different factors affecting patient satisfaction.
 To suggest measures for improvement of services leading to better patient
Satisfaction.

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RESEARCH METHODOLOGY
The study was conducted by:
It can be taken by two ways-
1. Primary source -Preparing and asking questionnaire
2. Secondary source-
 Study of currently available national and international literature on the
subject , Carrying out survey amongst patients and their relatives at MAX
Hospitals ,by analyzing the data using appropriate statistical methods.

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LITERATURE REVIEW
Currently available national and international literature was reviewed to understand the
concept of patient satisfaction.
INTERNATIONAL LITERATURE
International Journal of Basic and Applied Medical Sciences ISSN: 2277-2103 (Online)
An Open Access, Online International Journal Available at
http://www.cibtech.org/jms.htm 2014 Vol. 4 (3) September-December, pp. 33-39/Yadav
and Mangwana
Codmans : ”Assessment of the outcomes of care’ investigated four aspects of care for
each case received:
1) The physicians’ or surgeons’ input
2) The hospital’s contribution
3) The patients’ disease or condition and
4) The factors which deterred patient’s co-operation.
Pathology reports helped determine whether surgery was indicated in a case of
appendectomy or not. They have had a wide application in the evaluation of quality of care.
Ovariectomies and hysterectomies were examined by Doyle. Because many of these outcome
measures do not assess the overall performance of the organization, Roemer had developed a
method to adjust hospital death rates (which were calculated for all patients and all
conditions), so that they could be used as an overall measure of the quality of care.
He called his index as ‘Surgery adjusted Death Rate’ (SADR). SADR tried to overcome the
distortion when hospital death rates are compared which are not adjusted for patient mix and
particularly severity of illness of the hospital’s patient population.

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Hendrickson:
Examined effects of implementing nursing information computer system in 17 Hospitals in
New Jersey, USA.
They observed that staff impression of the effects of system was positive; documentation was
better (more readable). “Effects of a hospital-based managed care on the cost and quality of
care” was studied by Bregan MA et al on women delivered by cesarean in the maternity unit
at a tertiary level university hospital of Iowa, USA. They found decrease in average length of
stay (ALS) by 13.5% and the average cost decreased by 13.1%; patients’ perception quality
of care increased from 4.26 to 4.41 on a 1-5 scale. Cock et al conducted a ‘continuous quality
improvement study’ in their medicine department of McMaster University, Faculty of Health
Sciences, Ontario by monitoring patterns in medical teaching ward.
They found that in 68% of cases, oxygen therapy was initiated by house staff, nurse initiated
therapy in 18% of cases, but discontinued it more often than any otherhealthworker.

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NATIONAL LITERATURE
Khosla et al : Found in their study, emphasis by the patients of two Delhi hospitals on
varying needs according to their income groups:
 Â Low Income Group-
improved physical facilities, improved diet and relaxation of
visiting hours, better service by Class IV staff, human and sympathetic behavior and
transport facilities after discharge.
 Â Middle and High Income group-
personal and prompt attention of doctors, better behavior by Class IV staff, improved
physical facilities, relaxation of visiting hours.
.

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SAMPLING OF THE STUDY
Sample size: As per the survey I have collected the data from 30 patients.
Developmentof the Survey Questionnaire :
The study about patients’ satisfaction in multispeciality hospitals, survey was conducted by
circulation of structured questionnaires amongst 30 patients and relatives of OPD & IPD
The questions asked were about the process of patient getting admitted, their reception in
the ward, room preparation, behavior of doctors, nurses, orderlies, qualities of services,
communication, pharmacy facilities etc.
The questions were given same scale from stongly agree to strongly disagree for uniformity
of comparison.
The questionnaire contained 15 parameters related to the hospital experience namely
medical care, nursing care, diagnostic services, facilities,waiting area, and linen, behavior of
hospital staff, admission, discharge and ambience. There were also options for rating the
overall experience and for stating the reason for choosing the hospital, suggestions for
improvements and lastly, whether they would like to visit the hospital again.
The patient mix which participated in giving the feed backs was from all basic specialties like
Medicine, Surgery, Pediatrics, Obstetrics and Gynecology, ,Ophthalmology , Orthopedics
along with a few Super-specialties like Urology, Nephrology, Respiratory Medicine,
Neurology, Cardiology, Neurosurgery, and Vascular Surgery.

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TABULATION
Questions Strongly
agree
Agree Neutral Disagree Strongly
disagree
No problem in enquiry 12 6 12 0 0
Simple registration
procedure.
10 12 8 0 0
Booking centre online 13 15 2 0 0
Doctor appointment
easy
15 10 5 0 0
Comfortable and
Pleasant Waiting area.
12 12 6 0 0
Doctors clear patient
doubt
10 15 5 0 0
Expert Doctors 8 12 10 0 0
Timely
communication
12 11 7 0 0
Nurses services good 18 6 6 0 0
Reliable high- quality
equipment
7 18 5 0 0
Treated courteously 17 6 7 0 0
Friendly behaviour of
staffs
14 7 9 0 0
Patient report on time. 11 15 4 0 0
Adequate pharmacy
services
8 14 8 0 0
Satisfied medical care 12 6 12 0 0
Table: Patients satisfactionquestionnaire in the study

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GRAPH
Fig: percentage level of patients’ satisfaction
0
5
10
15
20
25
30
35
40
45
Strongly Agree Agree Neutral Disagree Strongly
Disagree
Strongly agree
Agree
Neutral
Disagree
Strongly disagree

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CHART
39.77
39.33
20.9
0 0
Distribution of Patients satisfaction
Strongly Agree
Agree
Neutral
Disagree
Strongly disagree

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Fig: Patients Satisfaction Levels in all parameter
0
2
4
6
8
10
12
14
16
18
20
Strongly agree
Agree
Neutral
Disagree
Strongly disagree

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Recommendations
Various dimensions of patient satisfaction have been identified, ranging from admission to
discharge services, as well as from medical care to interpersonal communication. Well
-recognized criteria include responsiveness, communication, attitude, clinical skill
, comforting skill, amenities, food services, etc. . It has also been reported that the
interpersonal and technical skills of health care provider are two unique dimensions
involved in patient assessment of hospital care.
 According to our experts, the most common topics coveredin surveys
are:
 Access to care;
 Quality of care;
 Coordination of care;
 Confidence in providers; and
 Appointment experience.

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On interactionwith patients and their attendants, following suggestions
came out for improvement:
1. Admission:
There is procedure of issuing only one attendant’s pass. However,
if a patient is sick or attendant is a lady and the attendant has to go out to get
any medicines, etc. then he has problem. The policy of issuing two passes
may have to be reconsidered.
2. Room preparation:
The pest control department should do regular sprays and take effective
measures for controlling them.
Room preparation should be improved by more cleaning, anti-pest and anti-
rodent measures.
3. Nurses’ Behavior: Due to high demand, low supply and poor salary, there is
always shortage of nurses. Hence, the working number of staff nurses has
decreased. This has started showing in their efficiency and behavior. More
number of staff nurses should be posted for patient care. Management should
devise methods and increase salary to attract and retain good nurses.
4. Behavior of Doctors: Although 90% of responses showed that the doctors at
ISIC were above good level, yet 10% people felt that the doctors have
become less sensitive and empathetic to their problems.
The new generations of doctors should be trained and value of empathic care
and soft skill must be re-emphasized.

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CONCLUSION
 It was found in the study that most of the patients are satisfied with most of the
services in multispeciality Hospital. It is 100 Beded hospital almost 79.1 % of
the patient was satisfied from the quality of healthcare and services received during
his/her treatment in the same organisation.
 The Patient satisfaction study are begins from the entry of the patient in the hospital
for his /her medical treatment upto the Discharge process .
 This survey gives the idea about that patient satisfied in overall medicare facilities
thats’ indicating this hospital have one of the best multisprciality class of treatment
in the healthcare services.
Majorsatisfiers were:
a. Room preparation.
b. Quality and behavior of doctors.
c. Explanation about disease and treatment.
d. Courtesy of staff at admission counter.
e. Behavior of nurses.
Majordissatisfiers were:
a.Cleanliness of the toilet.
b. Quality of the food and dietary services
c. Explanation about rules and regulations

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BIBLIOGRAPHY
1.Books
 Analysis of customer satisfaction data publishers (2010)
 General Patient Perception Tips
2.Journals
 International Journal of Basic and Applied Medical Sciences ISSN: 2277-2103
(Online)AnOpen Access, Online International Journal Available at
http://www.cibtech.org/jms.htm
 Indian Journal of Clinical Practice, Vol. 25, No. 7, December 201414 Vol. 4 (3)
September-December, pp. 33-39/Yadav and Mangwana
3.Magazine
 The Atlantic
4.Website
www.healthcareitnews.com
www.acep.org
www.pressganey.com
www.modernhealthcare.com
.

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QUESTIONNAIRE
1. Not facing any problem during enquiry in front office.
A) Strongly agree
B) Agree
C) Disagree
D) Stongly disagree
2. Well explain registration procedure.
A) Strongly agree
B) Agree
C) Disagree
D) Stongly disagree
3. The person in the Booking Centre who handled my call was clear, concise and
helpful.
A) Strongly agree
B) Agree
C) Disagree
D) Stongly disagree
4. The process for making an outpatient appointment was easy to understand.
A) Strongly agree
B) Agree
C) Disagree
D) Stongly disagree

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5. We Provide a Comfortable and Pleasant Waiting area.
A) Strongly agree
B) Agree
C) Disagree
D) Stongly disagree
6. Doctors listen carefully to what I have to say.
A) Strongly agree
B) Agree
C) Disagree
D) Stongly disagree
7.Doctors’ are good about explaining the reason of medical test.
A) Strongly agree
B) Agree
C) Disagree
D) Stongly disagree
8. Timely Communication to doctors with patient and his /her family.
A) Strongly agree
B) Agree
C) Disagree
D) Stongly disagree
9. My consultant and their medical team spent enough time discussing my medical
condition.
A) Strongly agree
B) Agree
C) Disagree
D) Stongly disagree

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10. We have reliable high - quality equipment. in our hospital.
A) Strongly agree
B) Agree
C) Disagree
D) Stongly disagree
11. I was treated courteously and professionally at all times.
A) Strongly agree
B) Agree
C) Disagree
D) Stongly disagree
12. Friendly behaviour shown by staffs.
A) Strongly agree
B) Agree
C) Disagree
D) Stongly disagree
13. We delivering a patient report on time.
A) Strongly agree
B) Agree
C) Disagree
D) Stongly disagree
14. We have adequate Pharmacy Services’ in hospital.
A) Strongly agree
B) Agree
C) Disagree
D) Stongly disagree

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15. I am very satisfied with the medical care I receive.
A) Strongly agree
B) Agree
C) Disagree
D) Stongly disagree