A STUDY OF FACTORS ENABLING POSITIVE ENVIRONMENT IN AVAILING HEALTH SERVICES IN TERTIARY CARE CENTRE, MUMBAI, MAHARASHTRA
Patient satisfaction is one of the important factors which determine success of health care facility. It is easier to evaluate patient’s satisfaction towards services provided than to evaluate quality of medical services that they receive. Therefore, the present study was carried out with following objectives. 1. To explore factors affecting patient experience in existing outpatient department. 2. To find out gap between patient expectation & services rendered in OPD. Hospital based cross-sectional study was carried out at Tertiary Care Centre (T. N. Medical College & B. Y. L. Nair Ch. Hospital), Mumbai, Maharashtra using convenient sampling method during June 2011 to July 2011. 45 patients were interviewed once they have finished availing health services in Medicine OPD. The information was collected on personal information, their experience at registration counter, consultation & treatment, investigation (Ix) procedure, available facilities & behavior of staff. In the present study, most of the participants were male & they were from Mumbai. Most of the respondents were not satisfied with time spent (68.9%) & number off counter provided at registration (66.7%). Majority of patients (77.7%) mentioned that there was no proper signage which created lot of inconvenience to them. Staff behavior was satisfactory for half of patients however patients were not satisfied with Doctor’s behavior & attitude, though they were satisfied with treatment given by Doctors. Overall experience towards investigation procedure was satisfactory. Similarly experience towards outpatient department was satisfactory except timings of OPD. In the present study, patients were not satisfied with the number of registration counters, waiting time for Doctors at OPD & with doctor’s attitude in treating their illness which need to be further explored & corrected so as motivate patients to avail health services in Tertiary Care Hospital