Success-Stories-on-Health-Sector

Improvement in overall Patient Satisfaction score
from 2.4 to 3.9 since the project started
frequency/Periodicity: we started conducting feedback
analysis on monthly basis but later on started taking it
quarterly.
Analysis of feedback: Hospital Manager analyses the
collected feedback forms. Average of each attribute and
overall average score of the Hospital and lowest two
performing attributes are identified for addressing these
two issues in a focussed manner.
Action Planning: Issues related to lowest performing
areas are discussed in monthly review meetings to find
the ‘root-cause’ and an Action Plan is prepared to address
these issues.
PrograMMe outcoMes
• Significant improvement in overall Patient Satisfaction
score (from 2.4 to 3.9) during last 4 years.
• Improved utilization (significant increase in OPD
and IPD).
• Better patient amenities (Sitting arrangement, Fans,
Drinking water, clean toilets).
• Reducedovercrowding and waiting time through
computerized registration, separate Registration
counters, Token system and calling system.
• Improved signages.
• Some good practices such as monitoring of near expiry
drugs, use of housekeeping checklist for monitoring
cleanliness level, etc. were initiated after getting
feedback from patients.
financial investMent
Financial investments are minimal in conducting
surveys (Rs. 400 for printing formats) but for addressing
issues identified during surveys, investments varied
At DH Durg most of the issues were addressed using
funds from Jeewan Deep Society Annual Grant and
local support.
scalability
Patients Feedback Analysis is one of the most important
and useful tools for understanding the ‘voice of customer’.
It is pivotal in improving delivery of healthcare services,
and helps the managers in planning and prioritizing
healthcare interventions.
conclusions/lessons learnt
An easy to implement and low cost ‘Patient Centric’
Intervention for improving quality of care.
Contact
Civil Surgeon DH Durg