A Study of Patients’ Satisfaction Measurement in Hospital Services of Selected Health Care Facilities

Abstract

A change has continuously taken place in the Science and Technology (S&T) related to health care services. Such development is witnessed by success of science in curing various diseases and providing satisfaction to patients. But still there are instances, which really compel the health care providers to improve their quality of services. The satisfaction or dissatisfaction of patients depends upon the behavior of doctors, and the quality of services as being provided to them by medical staff, quality of services provided by administration and the factors related with house keeping of hospitals.

If we look at the history of mankind, we find that society has been suffering a lot due to some communicable diseases. With the development of S&T, large numbers of diseases are now under the control of medical science. Earlier, there were many kind of diseases regarded as incurable, Viz., T.B., Big-Chiken pox, Typhoid, Alsur, Malaria etc., has now become easily curable. But, such win over on such diseases have given rise to other new diseases too which poses new challenges to S&T.

In the 21st century, S&T is still struggling to find cure of few major diseases Viz., “HIV-Aids”, “Cancer”, etc. It is most likely to happen that in near future other such even few diseases may emerge and this process is likely to continue on and on. The important thing that takes place during such process is that the society gets certain benefits Viz., improved medicines; good treatment; and ultimately improved patients’ satisfaction.

If one observes the business practices of various companies including health care service providers, it appears that few of them have begun to adopt concept of providing satisfaction to its customers through cultivation of the marketing culture. But there are still some questions remain pending whose answers involves doubts and uncertainty.

Whether the patients today are satisfied with the quality of medical and response behaviour of doctors? Whether the patients are satisfied with the quality of Paramedical services provided to them by Paramedical staff in various hospitals? Whether the patients are satisfied with the quality of the administrative services delivered to them by administrative and supporting staff in various hospitals? Whether Personal, Psychological factors influences patients’ overall reported satisfaction or not? If it is not easy to find answer of above-mentioned questions, there exist a need to develop a business strategy for satisfying patients by hospitals and other health care service providers. It calls for developing an effective business plan, programs, policies and practices by the hospitals and other health care providers.

Now, with the development of new technology, the patients are able to get medical services of varying specialists in specific field of medical treatment. The advancement and improvements in communication technologies have lead to increased awareness among the patients. It is therefore necessary to measure the reported resultant overall satisfaction or dissatisfaction of patients in various types of hospitals.

Keywords: Patient Satisfaction, Hospital Services, Healthcare Facilities