Research Methodology

Project on Patient Satisfaction Survey

Presented By (Group 7) Abhinav Vaibhav Sumit Rahul Rakesh

Background
Patient experience is a critical key to an organizations successful improvement process. As we move into the next millennium, the measurement of patient satisfaction is becoming less of a luxury and more of a necessity for medical groups. Patient satisfaction has become increasingly critical in todays competitive environment with health care organizations. Satisfaction data collection can be used for accreditation and quality assurance by management accrediting bodies, to set service standards, and as a marketing tool.

Objective and Aims

The objective: To provide regular ongoing monitoring and reporting of patient satisfaction with specific areas of care in various public hospitals providing acute and sub-acute care. The aims: 1. Determine patient satisfaction with major aspects of service delivery 2. Identify and report on the patient perceived strengths and weaknesses of the health care service provided 3. Report the survey results to various public hospitals to assist them to integrate patient understanding of good health care into services provided 4. Establish benchmarks to allow hospitals to compare their survey results with those of like hospitals. 5. Analysis of the questionnaire responses identifies the areas that patients are most satisfied with and those they expect to improve. This information is used by hospitals to enhance services.

Significance
The cost of providing health care is escalating at an alarming rate. With challenges ranging from rising malpractice costs to physician turnover, medical practices must maximize resources and make tough choices in order to remain profitable. It is precisely these challenges that make improving patient satisfaction so critical. Here are some important ways that improving patient satisfaction can make your practice more successful and profitable: Reduce malpractice costs Decrease patient defections Decrease negative wordof-mouth advertising Increase patient referrals In addition, improving patient satisfaction leads to increased productivity. Physicians and staff often spend a lot of time reacting to complaints and dealing with non-compliant patients, which negatively impacts office efficiency. By contrast, satisfied patients are easier and more rewarding to care for, take up less physician and staff time and are more compliant. Improved patient satisfaction decreases the length of patients visits and wait times, reduces treatment costs and increases patient volume.