EXECUTIVE SUMMARY

With the recent rapid changes in the health care delivery system, health care purchasers,
consumers, and providers have become increasingly interested in assessing the quality of
care. Several components of the quality of health care can best be assessed by patient reports
on their experience; these include access to care, interpersonal aspects of medical care, and
some aspects of outcomes of care.

For the last five decades, the government has systematically nurtured the private health
sector. This consistent support and encouragement to the private health sector are very
important for the growth of the health care service providers.

The Hope Hospital is a new health care service provider in Ramgarh Cantt, Jharkhand. It
aims to provide health care service to the people by delivering the highest possible level of
care.

To review the patient’s satisfaction of The Hope hospital we directly asked a sample of 100
people about its service delivery. Gaining customer satisfaction through- care, information,
friendliness is important for The Hope Hospital. The hospital is following some rules for its
Patients Satisfaction. Like:-
 No needless deaths
 No needless pain or suffering.
 No unwanted waiting
 No needless helplessness
 No waste

Around 70-80 percent of the people relied on the public hospital, but most of the public and
private hospitals performance are poor. In addition, hospitals produce stress in a variety of
ways. There are only few health care organization that creates pleasant and comfortable
environments to relieve stress and promote satisfaction among patients, their families, and
staffs, The Hope Hospital is one of them. Moreover The Hope Hospital is improving its
performance day by day through its doctors, staffs, and owner dedication, hard work, good
communication skills.
 QUESTIONNAIRE

NAME : MOB NO. :

GENDER : AGE :

A. HOW WELL HEALTH SERVICE PROVIDER COMMUNICATES IN THE HOPE HOSPITAL?

1. Listened carefully to them.

□ Sometime or never □ usually □ Never

2. Explained things in a way they could understand.

□ Sometime or never □ usually □ Never

3. Showed respect for what they had to say.

□ Sometime or never □ usually □ Never

4. Spent enough time with them.

□ Sometime or never □ usually □ Never

B. GETTING CARE WITHOUT LONG WAITS:

1. Got treatment as soon as they wanted when they were sick or injured.
□ Sometime or never □ usually □ Never

2. Got an appointment as soon as they wanted for regular or routine health care.
□ Sometime or never □ usually □ Never

3. Waited only 15 minutes or less past their appointment time to see.

□ Sometime or never □ usually □ Never

C. HOW MANY TIME DOCTOR VISITS A PATIENT?

 □<2 □ 3 to 5 □ 6 to 7 □ 8 to 10 □ 10 or more

D. HOW OFTEN DOCTORS TALK BOTH PATIENTS & THEIR CLOSE RELATIVES?

□ Almost always □ Often □ Sometimes □ Never □ Refused

E. ENOUGH NURSE AND DOCTORS?

□ Yes □ No □ May Be

F. EFFICIENCY OF RECEPTIONISTS OR STAFF CARE?

□ Excellent □ Very good □ Average □ Good □ bad

G. FRIENDLINESS OF THE ENVIRONMENT:

□ Excellent □ Very good □ Good □ Bad □ very bad

H. EFFECTIVENESS OF EMERGENCY DEPARTMENT:

□ Very satisfied □ Satisfied □ Neutral □ Dissatisfied □ Very Dissatisfied

J. OVERALL QUALITY OF THE HOPE HOSPITAL:

□ Excellent □ Very good □ Good □ Fair □ Poor

CHAPTER -1
 QUESTIONNAIRE II.

NAME : MOB NO. :

GENDER : AGE :

A. Is the hospital efficient?

□ Very Satisfied □ Satisfied □ Neutral □ Dissatisfied □ Very Dissatisfied

B. Is cleanliness duly maintained?

□ Very Satisfied □ Satisfied □ Neutral □ Dissatisfied □ Very Dissatisfied

C. Is this location appropriate?

□ Strongly Disagree □ Disagree □ Neutral □ Agree □ Strongly Agree

D. Is cleanliness duly maintained?

□ Very Satisfied □ Satisfied □ Neutral □ Dissatisfied □ Very Dissatisfied

E. Is the location appropriate?

□ Yes □ No □ May Be

F. How do you rate your experience in this hospital?

□ Excellent □ Very Good □ Good □ Bad □ Very Bad

G. Would you further recommend this hospital?

□ Yes □ No □ May Be

H. How did you come to know about the hospital?

□ Newspapers □ Leaflets □ Banners & Hoardings □ Friends and Relatives

I. Are you satisfied with the rooms and other facilities?

□ Very Satisfied □ Satisfied □ Neutral □ Dissatisfied □ Very Dissatisfied

J. How do you rate the ambulance facility?

□ Excellent □ Very Good □ Good □ Bad □ Very Bad