Success-Stories-on-Health-Sector

chhattisgarh
iMProving quality of care through Patient feeDback surveys
at District hosPital Durg
ProbleM stateMent
Inspite of having good clinical excellence within
the Public Health System, services at Public Health
Facilities generally are perceived to be of poor quality.
Overcrowding, long waiting time, compromised
cleanliness, absence of amenities in waiting area, lack of
information, etc. contribute towards this impression.
PrograMMe DescriPtion
As a part of implementation of Quality Management
System, management at District Hospital Durg took a
decision to establish a system of patient satisfaction survey,
analyzing the findings and taking necessary actions to
address the issues raised by the patients and their next of
kin, visiting the health DH Durg. The initiative was started
in September 2011.
Methodology
Selection of Questionnaire: NHSRC template for OPD and
IPD patients having ten and twenty questions respectively
is being used after translating them in Hind. Patients
feedback has been taken on scale of Poor to Excellent on a
Five-point ‘Likart scale’.
Selecting Sample size: Scientifically calculated ‘Sample
size Calculator’ (at 90% confidence interval) based on the
case load (OPD and IPD) is being used to identify required
number of respondents.
collecting feedback from Patients: Hospital Manager
takes Feedback from OPD patientsat the time of exit and
Staff nurse on duty takes feedback from IPD patients at
the time of handing-over the discharge sheet. For illiterate
respondents, questions are explained in vernacular
language before collecting their responses.
closing the
gaps with
local support
Developing
Action Plan for
lowest scoring
attributes
Selection of
Questionnaire (adopted
from nHSrc template
& translated in Hindi
Analysis of
feedback. (Average
Score and lowest
scoring attributes)
Scientific
calculation of
sample size based
on case load as per
nHSrc Sample
size calcualtor
Monthly collection
of feedback from
OPD and iPD
patients
88 | MAkING A Difference : Good, Replicable and Innovative Practices