2.50
Hdl Handle:
http://hdl.handle.net/10755/202141
Type:
Presentation
Title:
Management Role in Improving Patient Satisfaction
Abstract:
(41st Biennial Convention) Purpose: 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.  
Keywords:
Continuous quality improvement; Managerial interventions; Patient satisfaction
Repository Posting Date:
11-Jan-2012
Date of Publication:
4-Jan-2012
Sponsors:
Sigma Theta Tau International

Full metadata record

DC FieldValue Language
dc.typePresentationen_GB
dc.titleManagement Role in Improving Patient Satisfactionen_GB
dc.identifier.urihttp://hdl.handle.net/10755/202141-
dc.description.abstract(41st Biennial Convention) Purpose: 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.  en_GB
dc.subjectContinuous quality improvementen_GB
dc.subjectManagerial interventionsen_GB
dc.subjectPatient satisfactionen_GB
dc.date.available2012-01-11T11:12:13Z-
dc.date.issued2012-01-04en_GB
dc.date.accessioned2012-01-11T11:12:13Z-
dc.description.sponsorshipSigma Theta Tau Internationalen_GB
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