OBJECTIVE:

 To examine the level of satisfaction among the patient.

 To analyse whether lean influence patient satisfaction.
 To analyse the relationship between patient satisfaction and net income of the hospital.
 To examine the mediating role of lean implementation affecting patient satisfaction and
net income.

HYPOTHYSES:
 Lean implementation has a positive impact toward patient satisfaction.
 Lean implementation has a positive impact toward net income.
 Lean implementation mediates the relationship between patient satisfaction and net
income.

QUESTIONNAIRE
I. Socio-economic background
1. Name :
2. Age(in years) :
3. Gender
a. Male b. female
4. Monthly Income
a.)Below Rs 10,000 b.)Rs.10, 000-20,000
c.)Rs.20, 000-30,000 d.)Above Rs.30, 000
5. Education Qualification
a.)Illiterate b.) Graduate
c.)Postgraduate d.)Professional
6. Occupation
a.)Private b.)Government
c.)Business /Profession d.)others
 Satisfaction Level on Hospital Services
II. WAITING TIME
REGISTRATION
7. Long waiting hours to get an appointment
a.) Yes b.) No
8. In case of any delay prior intimation is given
a.) Yes b.) No
9. The length of waiting time is reasonable
a.) Yes b.) No
10. The waiting time is compensated with special amenities like TV ,magazine, newspaper.
a.) Yes b.) No
LABORATORY SERVICES
11. Laboratory services are provided promptly
a.) Yes b.) No
PAYMENT
12. Delay in pharmaceutical services
a.) Yes b.) No

II.PATIENT CENTEREDNESS / RESPONSIVENESS

13.
Highly Satisfied Neutral Dissatisfied Highly
satisfied Dissatisfied
Doctors spend reasonable time to
diagnose the patient health

Takes efforts to explain the health

resource in simple term which is
easy to understand

Builds trust and confidence during

the consultaion
Doctor consider patients opion
regarding the process of treatment
Service provider treat the patient
with much dignity
Rate the service provides response to
you needs

III.CLEANLINESS
14. How would you measure the environment on basis of cleanliness and safty?
Highly Satisfied Neutral Dissatisfied Highly
satisfied Dissatisfied
Cleanliness of floors
Aroma
Availability of water facility
Sanitation services
Pantry services
Parking Facilities

IV. PAYMENT
15. Felexibale payment services provided by hospital
Highly Satisfied Neutral Dissatisfied Highly
satisfied Dissatisfied
Registration fee
The physical examination fees
Laboratory fees
Pharmacy fees