Project SYNOPSIS ON THE STUDY ON PATIENT SATISFACTION IN THE DIAGNOSTIC DEPARTMENT OF VYTHIRI CLINIC AND ME DICAL CENTRE,VYTHIRI,WAYANAD

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Project Synopsis Name Registration No. Learning Center Learning Center Code Course Semester Date of submission :Ms.Hema Susan Cherian :521070002 :KiPS Institute of Technology and Management :00102 :MBA. HCS :IV :29.05.2012

--------------------------------------------------------------------------------------------------------Table of Contents no. Title Page no 1. Introduction 1 2. Need of the study 1 3. Scope of the study 4. statement of the problem 5. Objectives 6. Limitations and Period of the study 7. Criteria for selection of sample 8. Research Methodology 9. Hospital Profile 10. Questionnaire 11. Checklist 12. Bibliography -------------------------------------------------------------------------------------------------------------Introduction Health is the level of functional or metabolic efficiency of a living being. In

humans, it is the general condition of a person's mind, body and spirit, usually meaning to be free from illness, injury or pain (as in good health or healthy ). The World Health Organization (WHO) defined health in its broader sense in 1946 as "a state of complete physical, mental, and social well-being and not merely the absence of disease or infirmity. A number of health problems require intensive m edical treatment and personal care, which normally can t be available in a patient s home or in the clinic of the doctor.A hospital is a health care institution pro viding patient treatment by a large number of professionally and technically ski lled people who apply their knowledge and skill with the help of world-class ex pertise, advanced sophisticated equipment and appliances. The excellence of hospital services depends on how well the human and material r esources are utilized to promote patient care. An efficient hospital requires a well-balanced organisation for compassional care within a technically efficient but nonintidimating setup.Department s of the hospital should be such that the c larity of the design should be understood by the people who use it-both external and internal. Need for the study The significance of hospital diagnostic services in the present day medical care is enormous.Good medical and surgical care can be attributed to the availabilit y of prompt ,thorough and skillful diagnostic services.Neverthless the planning and design of the diagnostic services in some hospitals have been neglected to a n extent that they face overcrowded working conditions and poor functioning.This paves the way for 'quality assurance'. This concept iclude assessment /evaluati on of care, identification of problems or shortcomings in the delivery of care,d esigning activities to overcome deficiencies and follow up monitoring to ensure effectiveness of the corrective steps. Patient satisfaction is the degree to which the individual regards health care s ervices or product in the manner in which it is delivered by the provider, as us eful,effective or beneficial.Hospital can tremendously improve from this learni ng experience.The study on patient satisfaction in the diagnostic department ca n provide crucial information on what patients expect and how they perceive the quality of care which may be different from that of the care providers.

Scope of the study. A patient satisfaction survey ensures the principle of people centerdness which becomes the most impotant factor to plan and deliver health services. Statement of the problem A STUDY ON PATIENT SATISFACTION IN THE DIAGNOSTIC DEPARTMENT OF VYTHIRI CLINIC AND MEDICAL CENTRE,VYTHIRI,WAYANAD.

Objectives i.to evaluate the patient satisfaction in the diagnostic department of the hospi tal. ii.to make organisation more aware of significant areas of dissatisfaction with care and services. iii.Give staff new insights into how people perceive aspects of their care and t o increase consumer confidence. Limitations and period of the study The study will conducted among the outpatients visiting radiology,laboratory an

d CT department of Vythiri clinic and Medical Centre during the period of one mo nth from June-July, 2012. Criteria for selection of sample Inclusion criteria-Patients visiting morning and evening OP above 18 years of ag e.iaExclusion criteria-Patients during night;Patients below 18years of age. Research Methodology The approach used will be analytical.The collection of opinions,information and attitudes will be done directly from the subjects of the study through a questi onnaire .The facilities will be ascertained using a checklist. Data will be collected from a sample of 50 patients using simple random sampling method. The questionnaire is divided into two parts;A and B. PartA contains demographic data like age,gender,occupation and education.PartB c ontains 10 questions pertaining to each department under study . The statistical analysis of data will be done using graphs and diagrams. Hospital profile Vythiri Clinic and Medical Centre was established in the year 1995 with 20 beds by Dr.Rajesh Kumar M.P.It is located in the pictursque taluk of Vythiri in Waya nad.It has now completed seventeen year of dedicated service to the community..W ithin a period of 5 years of establishment,the hospital could accomodate 50 inpa tients.The departments added during this period were Orthopaedics, Gynaecology . In 2002,they started a department on Neurology and Cardiology with addition of 5 0 more beds with 25 alloted for each dept.In 2007,they started a Paediatric and ENT dept to the setup,adding in its wake 40 more beds.In 2011,they have added a Gastroenterology dept. with addition of 15 more inpatient beds. Presently the hospital has 200 beds with the following departments Full time departments *Casualty *General medicine *General surgery *Paediatrics *Gynaecology *Orthopaedics *Cardiology *Neurology *ENT Part time departments *Urology *Opthalmology ---------------------------------------------------------------------------------------------------------------------Questionnaire Part-A 1.Age :18-20 21-40 41-60 Above60

2.Gender:Male Female 3.Occupation:Govt. Private 4.Education:School College

Self.employed Technical

Unemployed. Professional.

--------------------------------------------------------------------------------------------------------------------------Part-B Xray Dept 1a.Are you satisfied with the location of the Xray dept. Satisfied Somewhat satisfied Not at all 2a.Are the direction boards and sign boards in the hospital helpful to locate th e Xray dept? Yes somewhat Not at all. 3a.How was the registration process in the Xray department? Good Somewhat fine Bad. 4a.Was there enough space available in the patient waiting area? Yes somewhat fine No 5a.Was the facilities of patient waiting room of the Xray department satisfact ory(toilet,newspaper,television)? Satisfied Somewhat satisfied Not at all

6a.Was the Xray technician helpful in providing you with necesasary instructions ? Yes somewhat Not at all. 7a.were you provided with enough privacy in the Xray room during the procedure? Yes Somewhat Not at all 8a.Was the Xray department hygenic? Yes Somewhat Not at all

9a.Were you satisfied with time taken for the results to be provided? Satisfied Somewhat satisfied Not at all 10a.How satisfactory was your experience in the department Good Somewhat fine Bad. -----------------------------------------------------------------------------------------------------------------Part-B CT Scan Department 1b.Are you satisfied with the location of the CT Scan dept. Satisfied Somewhat satisfied Not at all

2b.Are the direction boards and sign boards in the hospital helpful to locate th e CT Scan dept? Yes somewhat Not at all. 3b.HOW was the registration process in the CT scan department?

Good

Somewhat fine

Bad.

4b.Was there enough space available in the patient waiting area? Yes somewhat fine No 5b.Was the facilities of patient waiting room of the CT Scan satisfactory(toil et,newspaper,television)? Satisfied Somewhat satisfied Not at all

6b.Was the CT Scan technician helpful in providing you with necesasary instructi ons? Yes somewhat Not at all. 7b.were you provided with enough privacy during the procedure in the CT Scan de pt? Yes Somewhat Not at all 8b.Was the Xray department hygenic? Yes Somewhat Not at all

9b.Were you satisfied with time taken for the results to be provided? Satisfied Somewhat satisfied Not at all 10b.How satisfactory was your experience in the CT Scan department ? Good Somewhat fine Bad. ------------------------------------------------------------------------------------------------------------------------Part-B Laboratory 1c.Are yoy satisfied with the location of the laboratory dept. Satisfied Somewhat satisfied Not at all

2c.Are the direction boards and sign boards in the hospital helpful to locate th e laboratory dept? Yes somewhat Not at all. 3c.HOW was the registration process in the laboratory department? Good Somewhat fine Bad. 4c.Was there enough space available in the patient waiting area? Yes somewhat fine No 5c.Was the facilities of patient waiting room of the laboratory satisfactory(to ilet,newspaper,television)? Satisfied Somewhat satisfied Not at all

6c.Was the laboratory technician helpful in providing you with necesasary instru ctions?

Yes

somewhat

Not at all.

7c.were you provided with enough privacy during the procedure in the laboratory ? Yes Somewhat Not at all 8c.Was the Xray department hygenic? Yes Somewhat Not at all

9c.Were you satisfied with time taken for the results to be provided? Satisfied Somewhat satisfied Not at all 10c.How satisfactory was your experience in the laboratory department ? Good Somewhat fine Bad. --------------------------------------------------------------------------------------------------------------------------CHECKLIST XRAY DEPARTMENT 1.LOCATION : BASEMENT GROUND FLOOR FIRST FL OOR 2.SIGN BOARDS : PRESENT ABSENT 3.NUMBERR OF SIGN BOARDS: 1 2 3 4.RECEPTION : PRESENT ABSENT 5.WAITING AREA : PRESENT ABSENT SEATING ARRANGEMENTS : PRESENT ABSENT DRINKING WATER FACILITIES: PRESENT ABSENT TOILET : PRESENT ABSENT 6.NUMBER OF RADIOGRAPHY ROOM :1 2 CHANGING CUBICLE 7.DARK ROOM : : PRESENT PRESENT PRESENT PRESENT PRESENT PRESENT BASEMENT PRESENT 1 2 PRESENT PRESENT PRESENT PRESENT PRESENT PRESENT PRESENT PRESENT PRESENT 3 ABSENT ABSENT ABSENT ABSENT ABSENT ABSENT ABSENT ABSENT ABSENT ABSENT ABSENT ABSENT ABSENT ABSENT ABSENT GROUND FLOOR ABSENT FIRST FL

8.ADMINISTRATIVE AREA : SIZE OF RECEPTION : 9.STORAGE SPACE : 10.AIRCONTIONER : 11.SPACE FOR FUTURE EXPANSION: C.T SCAN DEPARTMENT 1.LOCATION : OOR 2.SIGN BOARDS : 3.NUMBERR OF SIGN BOARDS: 4.RECEPTION : 5.WAITING AREA : SEATING ARRANGEMENTS : DRINKING WATER FACILITIES: TOILET : 6.CHANGING CUBICLE : 7..AIRCONTIONER : 8.cONTROL cONSOLE rOOM : 9.SPACE FOR FUTURE EXPANSION: lABORATORY 1..LOCATION : OOR 2.SIGN BOARDS : 3.NUMBERR OF SIGN BOARDS: 4.RECEPTION :

BASEMENT PRESENT 1 2 PRESENT 3

GROUND FLOOR ABSENT ABSENT

FIRST FL

5.WAITING AREA : PRESENT ABSENT 6.SEATING ARRANGEMENTS : PRESENT ABSENT 7.DRINKING WATER FACILITIES: PRESENT ABSENT 8.TOILET : PRESENT ABSENT 6.pHLEBOTOMY AREA : PRESENT ABSENT 9.SPACE FOR FUTURE EXPANSION: PRESENT ABSENT ---------------------------------------------------------------------------------------------------------Bibliography 1.Park.K,"Park's Textbook of Preventive and Social Medicine",M/S Banarsidas Bhan ot Publishers,Jabalpur,1994,Pp12. 2.http://www.wikipedia.com.Date-25/05/12. 3.Directory of Hospitals in Indi(1998),Central Bureau of Health and Family Welfa re,New Delhi. 4.Francis C.M,Mario C D'Souza,"Hospital administration",Jaypee Brothers,Medical Publishers(Pvt)Ltd,new Delhi,2000.Pp48. 5.http://en.wikipedia.org/wiki/Health.Date-26/05/12 6.http://ukpmc.ac.uk/abstract/med/10177047. 7.The Health Boards Executive,Irish Society for Quality and Safety in Healthcare ,Measurement of Patient Satisfaction Guidelines,Health Strategy Implementation Project 2003.

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