EVALUATION OF PATIENT SATISFACTION IN INPATIENT DEPARTMENT OF A SECONDARY LEVEL HOSPITAL OF SOUTH KASHMIR

Abstract

INTRODUCTION: This study was undertaken to evaluate patient satisfaction in inpatient departments of a secondary level hospital in South Kashmir, J&K. The experience in the inpatient units in District Hospital Shopian and the able guidance and unstinted encouragement by the supervisory guide motivated the investigator to undertake this study. The review of related literature helped the investigator to get a clear concept about the research topic. METHODOLOGY: For this study the latest edition of HCAHPS Survey Questionnaire (Revised March 2022) was used as the research tool. The information from the patients on various aspects of patient’s satisfaction like communication with doctors and nurses, assistance and responsiveness of hospital staff, cleanliness and quietness of the hospital environment, communication about medicines, discharge information, overall rating of the hospital, willingness to recommend the hospital and biodata was obtained by interview with patients based on the HCAHPS questionnaire proforma. Data collection was done from the month of March 2022 to June 2022, analyzed and interpreted using descriptive and inferential statistics.The cleanliness of the toilets and hospital rooms was not optimal for the patients and needs to be improved. Although it may be done thrice a day and housekeeping staff is posted in all the wards round the clock in sufficient numbers to maintain the cleanliness of the wards/toilets, frequent and surprise checks by housekeeping executives and administrators will instill a sense of responsibility and alertness among housekeeping staff. The timing for activities like nursing, cleaning, ward rounds should be fixed, so that the patient is mentally prepared for the same and can take rest at other time and they should be regularly trained and sensitized about how to improve their image and behavior.The patients went home directly after surgery without going to a skilled nursing facility. Developing skilled nursing facilities as a transitional place between the hospital and patients’ homes could increase patient satisfaction and decrease the duration of stays at the hospital.In comparable settings, if care providers wish to improve the quality of health services from apatients’ perspective, they should give priority to provide the explanations and instructions in the discharge notes in writing about what symptoms or health problems to look out for after they left the hospital.Moreover, the patients should always be given clear explanations about the indications and side effects of the new medications.Sufficient number of nursing aids and other staff should be made available who would assist the patients in getting to the bathroom or in using a bedpan as soon as wanted by them. Since this study shows the satisfaction level above the average in the IPD of District Hospital Shopian, in future a study can be conducted on OPD to check the level of satisfaction and relate the satisfaction level with the IPD. Conclusion: Feedback of patients is one of the key parameters in assessing the quality of hospitals. Patient satisfaction is mainly achieved by a patient-centered approach that focuses on a proper understanding and involvement of the patient in the provided care.