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Learning Objective 1: The learner will be able to know how to utilize patient satisfaction data in identifying the areas for managerial interventions
Learning Objective 2: The learner will also be able to evaluate the impact of these actions in improving the satisfaction of Surgical Day Care (SDC) patients.
The purpose of this study was to utilize patient satisfaction data in identifying the areas for managerial interventions and evaluate the impact of these actions in improving the satisfaction of Surgical Day Care (SDC) patients at a private tertiary care hospital.
Method:
The data used in this study came from surveys of patients who utilized SDC service of that private tertiary care hospital in last three years. Patients’ feedback was captured on validated questionnaires. Patients included in the sample were selected randomly from the Hospital’s computerized database. Patients’ feedback was captured over the telephone within seven days of a patient’s utilization of the service.
Result:
Analysis of patient satisfaction data revealed that patients’ dissatisfaction was increasing on communication between doctors/nurses and patients and post surgery care. As a result of which patients’ overall satisfaction with the SDC service decreased to 79% in the fourth quarter of 2003 from 93% in the fourth quarter of 2002. Managerial interventions which were mainly aimed to bridge the communication gap between the providers and users of the service found very effective and patients overall satisfaction with the SDC services started improving from the first quarter of 2003 and reached to 86% in the second quartet of 2003 – an overall increase of 7% in a period of about 6 months.
CONCLUSION: Analysis of Patient satisfaction data is a very useful tool for understanding patients’ priorities and perceptions and provides direction for managerial interventions for continuous quality improvement.
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