|
Introduction
to the survey
The patient satisfaction survey is the first of
its kind for public hospitals in India. Measurement of patients
satisfaction with services provided by the concerned hospital is
important from two angles. Firstly, patients constitute the
hospital's direct clientele. Thus overall satisfaction of the
patient is an important aspect of the service itself, apart from
other dimensions like technical quality of medical care,
effectiveness clinical care etc. Secondly, patient's satisfaction
provides an indirect measure of the other dimensions as well. The
study obtains feedback from patients and, in case the patient
could not be interviewed, the attendant. For the survey a modified
version of the Patient Satisfaction Questionnaire-III originally
developed by Ware and others (Hays, Davies and Ware, 1987) is
used. In each hospital, patients are identified through stratified
random sampling. Stratification is on the basis of sex and wards.
Objectives
of the survey
To estimate the indices of patient satisfaction with APVVP
hospitals;
- Identify and report on the perceived strengths and
weaknesses of the health care services provided to patients in
Andhra Pradesh Vaidhya Vidhan Parishad Hospitals;
- Provide Hospitals the information about their quality
improvement initiatives with respect to services provided to
the patients.
- Present data to allow hospitals to measure
their performance in the sphere of providing care to patients
as compared to similar hospitals.
- To build up evidence and information about
the functioning of the hospitals and satisfaction
level of the people with
regard to " Care, Courtesy and Comfort of the
patients".
- To help the Andhra Pradesh Vaidya Vidhana Parishad
management to take appropriate allocative and managerial
decisions for utilization of public hospitals by people who
need them most and to improve the quality of their services.
TOP
Indices
The Key indices in the questionnaire, used in this study are
grouped into the following seven sub scales, as in case of PSQ-III
- Access - Availability - Convenience
- Communication
- Financial Aspects
- General Satisfaction
- Interpersonal Aspects
- Technical Quality
- Time spent With Doctor
|
Level
of Patient Satisfaction in APVVP hospitals from 1999 June
to 2001 December
|
 |
| Level
of Satisfaction is computed by dividing the composite
score of patient satisfaction over the maximum possible
score. Level of satisfaction can range from 20% to 100%.
Thus mid rating is of 60%. |
A graph of composite scores (satisfaction level) of all the
five patient satisfaction surveys. Clearly the level of overall
patient satisfaction with APVVP hospitals has remained stagnant at
about 70% over the past two and half years. Except for PSS2000Dec
there is little growth in the satisfaction scores. The overall
satisfaction level in PSS1999 was 70 percent which rose to 71
percent in PSS2000Jun. In PSS2000Dec the satisfaction level came
down to 68 percent to again rise to 71 percent in PSS2001Jun and
then remained constant in PSS2001dec. This is worrisome. One
plausible interpretation is that the APVVP authorities may have
not used the patient satisfaction surveys results to review the
performance, analyse gaps and take remedial action.
TOPFindings
from PSS December 2001This is the fifth survey
of patient satisfaction (PSS) in APVVP hospitals. Starting with
the first survey in 1999 (Institute of Health Systems, 1999). A
patient satisfaction survey (PSS Dec 2001) was conducted in 30
District, Area and Community Hospitals managed by the Andhra
Pradesh Vaidya Vidhana Parishad (APVVP). The study refers to the
period December 2001 to January 2002. A total of 1382 inpatients
were interviewed, consisting of 30 - 50 inpatients per hospital.
Most patients had already stayed for more than four days in the
hospital and were included from all areas of hospital service such
as Surgical, Medical, Maternity wards etc. Female and male
patients of different ages are represented in the sample.
The level of patient satisfaction
achieved by the APVVP hospitals in the fifth survey is 71%.
| Sub Scale
/ Aspect of Service |
Satisfaction
Level |
| Access
availability & Con. |
71% |
| Communication |
75% |
| Financial
aspects |
66% |
| General
Satisfaction |
72% |
| Interpersonal
aspects |
70% |
| Technical
quality |
72% |
| Time spent with
doctor |
73% |
The overall level of satisfaction with services stood at 71%.
There is no change in the overall satisfaction level when compared
to the previous Surveys. Sub scale wise scores show low level of
satisfaction about the financial aspects of care and interpersonal
aspects. The highest level of satisfaction is 75% obtained by the
communication sub scale.
| Level
of satisfaction in different areas of hospital service,
for each hospital. |
|
Hospital
|
|
| Aac |
Com |
Fin |
GS |
IPA |
TQ |
Twd |
All |
| DH
Tandur |
81 |
85 |
62 |
83 |
75 |
70 |
88 |
77 |
| AH Vanasthalipuram |
77 |
78 |
77 |
80 |
72 |
74 |
81 |
76 |
| CHC
Ghatkesar |
78 |
79 |
74 |
79 |
71 |
72 |
83 |
76 |
| AH
Mancherial |
74 |
77 |
71 |
78 |
73 |
81 |
64 |
75 |
| CHC
Huzurnagar |
73 |
79 |
76 |
78 |
70 |
73 |
79 |
75 |
| CHC
Thiruvur |
73 |
78 |
74 |
80 |
73 |
77 |
67 |
75 |
| DH
Ongole |
74 |
78 |
65 |
81 |
70 |
77 |
81 |
75 |
| AH
Miryalaguda |
74 |
78 |
72 |
78 |
70 |
75 |
78 |
74 |
| AH
Narsipatnam |
76 |
69 |
66 |
79 |
68 |
75 |
79 |
74 |
| CHC
Avanigadda |
69 |
78 |
72 |
81 |
70 |
77 |
81 |
74 |
| DH
Nizamabad |
75 |
72 |
77 |
67 |
75 |
76 |
71 |
74 |
| AH
Khottagudem |
73 |
78 |
68 |
75 |
68 |
76 |
78 |
73 |
| AH
Pulivendula |
68 |
77 |
72 |
78 |
69 |
78 |
77 |
73 |
| CHC
Araku |
73 |
78 |
67 |
77 |
68 |
74 |
79 |
73 |
| CHC
Palacole |
78 |
81 |
61 |
81 |
73 |
59 |
81 |
73 |
| CHC
A.Jogipet |
73 |
78 |
72 |
72 |
70 |
69 |
79 |
72 |
| CHC
Narsampet |
71 |
73 |
66 |
76 |
70 |
72 |
76 |
72 |
| CHC
Dharmavaram |
72 |
73 |
69 |
72 |
64 |
76 |
72 |
71 |
| CHC
Nirmal |
72 |
70 |
60 |
70 |
75 |
74 |
72 |
71 |
| AH
Jangaon |
71 |
71 |
62 |
74 |
69 |
71 |
72 |
70 |
| DH
Sangareddy |
71 |
79 |
58 |
70 |
69 |
71 |
81 |
70 |
| CHC
Nandigama |
75 |
76 |
58 |
60 |
69 |
78 |
64 |
69 |
| CHC
Rayachoti |
71 |
81 |
63 |
56 |
66 |
79 |
76 |
69 |
| AH
Madanapally |
69 |
72 |
62 |
65 |
71 |
67 |
58 |
67 |
| CHC
Kalwakurthi |
59 |
73 |
62 |
67 |
70 |
70 |
71 |
67 |
| DH
Mahaboobnagar |
72 |
69 |
58 |
65 |
66 |
76 |
55 |
67 |
| CHC
Chintalapudi |
68 |
74 |
53 |
65 |
75 |
59 |
69 |
66 |
| CHC
Banaganepalli |
59 |
65 |
66 |
60 |
68 |
60 |
56 |
63 |
| AH
Gadwal |
62 |
62 |
61 |
61 |
63 |
64 |
59 |
62 |
|
AH
Bhainsa
|
56 |
64 |
68 |
49 |
67 |
65 |
60 |
61 |
| AAC=Access,
Availability and Convenience; Com=Communication;
GS=General Satisfaction; IPA=Interpersonal Aspects; TQ=Technical
Quality; TWD=Time Spent with Doctor |
Among the 30 hospitals included in the study the highest level
of composite satisfaction is 77% achieved by District Hospital
Tandur. This hospital was independently visited by our staff twice
i.e. in Mar 2001 and Feb 2002. In Mar 2001 it was observed that
the new hospital was under construction, so it was functioning
with an outpatient block only. There were no benches for patients
to rest and patients expressed their dissatisfaction towards the
hospital services. In Feb 2002 i.e. about a month after the
patient satisfaction survey our independent field visit report,
confirmed that the hospital's new building had started
functioning. Even though it was not fully equipped, patients felt
that the services in the hospital are better than before.
Other hospitals which came out with distinctly higher levels of
patient satisfaction include the Area hospital (AH)
Vanasthalipuram and Community Health Center (CHC) Ghatkesar (76%),
followed by AH Mancherial, CHC Huzurnagar, CHC Thiruvur and DH
Ongole(75%).
TOPFindings
from PSS June 2001 :
Patient Satisfaction Survey June 2001 was
conducted in 30 District, Area and Community Hospitals managed by
the Andhra Pradesh Vaidya Vidhana Parishad (APVVP). The study
refers to the period July 2001 to August 2001. A total of 1422
inpatients were interviewed, consisting of 40 - 50 inpatients per
hospital. Most patients had already stayed for more than four days
in the hospital and were included from all areas of hospital
service such as, surgical, medical and maternity wards etc. Female
and male patients of different ages are represented in the sample.
Most of the patients are from low socioeconomic background (72%),
64% are illiterate, 42% are daily wage laborers.
The level of patient satisfaction
achieved by the APVVP hospitals in the fourth survey is 71%. Sub Scale wise scores were
as follows:
|
Sub Scale /
Aspect of Service
|
Satisfaction
Level
|
|
Communication
|
76%
|
|
Interpersonal
aspects
|
74%
|
|
Access
availability & Con.
|
73%
|
|
General
satisfaction
|
72%
|
|
Technical
quality
|
66%
|
|
Financial
aspects
|
63%
|
|
Time spent with
doctor
|
60%
|
The overall level of satisfaction with services
stood at 71%. We see an increase in the overall satisfaction from
67% at the time of previous survey to 71% in the present one. Sub
scale wise scores show low level of satisfaction about the time
spent with doctor and financial aspects of care. The highest level
of satisfaction is 76% obtained by the communication sub-scale.
There has been substantial improvement in the level of
communication with patients compared to previous surveys. It was
72% during the last two surveys and improved to 76% during this
survey. There is marginal reduction in patient satisfaction about
technical quality which had scored highest in the previous survey.
Hospitals which came out with distinctly higher
levels of patient satisfaction include the Area hospital (AH)
Tekkali (78%), Community hospital (CHC) Baruva (76%), AH Gudur and
CHC Gooty (76% & 75% respectively) followed by CHC Sompeta,
District hospital (DH) Ongole, CHC Satyaveedu and DH Mahaboobnagar
(74% each). Area Hospital Tekkali stood first for the second time.
In the previous survey AH Tekkali scored 70% where as this time it
had improved 8 more points. We also find that there had been a
slight improvement in all other hospitals in their satisfaction
levels compared to previous surveys. This might be due to a
gradual improvement among the hospitals of APVVP.
CHC Devarakonda recorded the lowest level of
satisfaction (57%), AH Pulivendula (60%) followed by CHC Narsampet
and CHC Yellareddy (65% each). This is because of poor
interpersonal relationship between the patients and staff and
inadequate supply of drugs. These problems were frequently
reported by the respondents in concerned hospitals. In AH
Pulivendula almost 32% of the respondents had commented on corrupt
practices in the hospital.
The comparison with the previous survey
(PSS00Dec) showed that the overall satisfaction increased
marginally. The general satisfaction levels for APVVP hospitals
has improved in all most all sub scale level except Technical
quality (reduced from 74% to 66%).
Though the composite scores of patient
satisfaction level is at 71%, it is also seen that 36% of the
respondents made adverse comments. About 687 (48%) of the
respondents offered specific comments. Nearly 8% of the
respondents positively appreciated services provided by the
hospital. Note that the number of patients giving positive remarks
increased from 2% in the previous survey to 8% in the current one.
Altogether 508 (36%) respondents had some adverse remarks in their
statement.
Top
concerns and adverse remarks : PSS June 2001
|
Parsed
Adverse Remarks
|
Percentage
|
|
General
facilities (Gen.)
|
17%
|
|
Medication
and Supply of drugs (Drug)
|
16%
|
|
Dietary
Services (Food)
|
14%
|
|
Toilet and
cleanliness (Toil)
|
9%
|
|
Shortage of
Staff (Staff)
|
9%
|
|
Interpersonal
aspects (IPA)
|
7%
|
|
Water supply
(Utilities)
|
7%
|
|
Miscellaneous (Miscns.)
|
7%
|
|
Corruption by
hospital staff (Corp.)
|
5%
|
|
Linen and
laundry (Lin)
|
4%
|
|
Diagnostic
services (Dgf)
|
4%
|
|
Utilities
|
1%
|
Major areas of patient concern, at the time of
this survey, were general facilities, supply of drugs, food
supply, toilet and cleanliness, staff shortage, water supply,
interpersonal aspects, etc. Functioning of general facilities like
fans, bulbs, generator, ambulance, etc. appears to have
deteriorated. Drug supply position continues to be severe.
Problems about supply of food were also expressed by the patients.
Shortage of staff, poor maintenance of toilets, lack of respect
for feelings of the patients, were also expressed. Drug supply and
shortage of staff were also among the top concerns at the time of
the previous surveys. For some areas frequency of adverse comments
have increased. These are, general facilities (up from 8% to 17%)
and supply of food (up from 6% to 14%), where as in supply of
drugs it has reduced (down from 26% to 16%). The reduction could
have been due to real improvements in this aspect of service or a
result of greater dissatisfaction with other aspects of service
adversely commented in this survey.
TOP
Findings
from PSS 2000 December :
This is the third patient satisfaction survey
conducted in APVVP hospitals. The patient satisfaction survey (PSS
2000 December) was conducted in 25 District and Area Hospitals
managed by the Andhra Pradesh Vaidya Vidhana Parishad (APVVP). The
study refers to the period December 2000 to January 2001. A total
of 1075 inpatients were interviewed, consisting of 30- 50
inpatients per hospital. Most patients had already stayed for more
than four days in the hospital and were included from all areas of
hospital service such as, surgical, medical and maternity wards
etc. Female and male patients of different ages are represented in
the sample.
The level of patient satisfaction
achieved by the APVVP hospitals in the third survey is 67%.
Sub Scale wise
scores were as follows
|
Sub Scale /
Aspect of Service
|
Satisfaction
Level
|
|
Technical quality
|
74%
|
|
Communication
|
72%
|
|
General satisfaction
|
70%
|
|
Interpersonal aspects
|
70%
|
|
Access availability &
conv.
|
69%
|
|
Financial aspects
|
57%
|
|
Time spent with doctor
|
50%
|
There is a marginal decrease in the overall
level of satisfaction from 69% at the time of previous survey (PSS
2000 June) to 67% in the present one. The general satisfaction
levels for APVVP hospitals has improved, but, in the other sub
scales the satisfaction level either remained unchanged or
reduced. In case of time spent with doctor, the satisfaction
decreased to a very low 50% and level of satisfaction in respect
of financial aspects of care reduced from 63% to 57%.
Hospitals which came out with distinctly higher
levels of patient satisfaction include the Area hospital (AH)
Tekkali (70%), District hospital (DH) Eluru, DH KingKoti and DH
Jangaon (69% each) followed by DH Rajahmundry, AH Kuppam and DH
Nellore (68%). The Area Hospital Tekkali and DH Eluru are rated as
the best managed hospitals in APVVP in the current survey.
District Hospital Adilabad, judged the best hospital during the
last survey, slipped to 10th position in the current survey.
Likewise, AH Madanapally that stood second in PSS 2000 June moved
to a low 18th position.
DH Nalgonda recorded the lowest level of
satisfaction (60%) and slipped thirteen places as compared to PSS
2000 June. A shift of more than 5% in the level of satisfaction
was evident in the District Hospitals at Nalgonda, Vizianagaram,
Chittoor and AH Madanapally. Corresponding to this shift they
recorded a very low level of satisfaction as compared to the
previous surveys of patient satisfaction.
Patient's Adverse remarks
and Concerns
About 452 (42%) of the respondents offered
specific comments. Less than 2% of the respondents positively
appreciated services provided by the hospital. Note that the
number of patients giving positive remarks reduced from 6% in the
previous survey to only 2% in the current one. Altogether 430
(40%) respondents had some adverse remarks in their statement.
Top concerns and
adverse remarks : PSS
December 2000
|
Parsed
Adverse Remarks
|
Percentage
|
|
Linen and laundry (Lin)
|
26%
|
|
Shortage of Staff (Staff)
|
10%
|
|
Corruption by hospital staff (Corp.)
|
10%
|
|
Medication and Supply of drugs
(Drug)
|
9%
|
|
Interpersonal aspects (IPA)
|
8%
|
|
General
facilities (Gen.)
|
8% |
| Diagnostic services (Dgf) |
5% |
| Dietary Services (Food) |
6% |
| Toilet and cleanliness
(Toil) |
6% |
| Miscellaneous (Miscns.) |
6% |
| Water supply (Utilities) |
4% |
| Utilities |
3% |
Evidently major areas of patient concern, at the
time of this survey, were supply of drugs, linen, shortage of
staff, corruption, general facilities etc. Drug supply position
appears to be deteriorating. Corruption was reported to be
prevalent at all levels of the hospital staff including doctors,
nurses and other supporting staff. The availability and
cleanliness of linen is also a major concern expressed by the
patients. Lack of utilities like water supply, fans, lights etc.,
poor maintenance of toilets, lack of respect for feelings of the
patients, were also expressed. Corruption, linen, drug supply and
water were also among the top concerns at the time of the previous
surveys. For some areas the frequency of adverse comments have
reduced. These are, toilet and cleanliness (down from 9% to 6%),
electrical accessories (down from 10% to 3%). The reduction could
have been due to real improvements in these aspects of service or
a result of greater dissatisfaction with other aspects of service
adversely commented in this survey.
TOP
Findings
from PSS 2000 June : Survey Overview
This is the second survey of patient satisfaction (PSS) in
APVVP hospitals. The patient
satisfaction survey (PSSJune,2000) was conducted in 32 District
and Area Hospitals managed by the Andhra Pradesh Vaidya Vidhana
Parishad (APVVP). The study refers to the period June 2000 to
August 2000. A total of 1466 inpatients were interviewed,
consisting of 30- 50 inpatients per hospital. Most patients had
already stayed for more than two days in the hospital and were
included from all areas of hospital service such as, surgical,
medical and maternity wards etc. Female and male patients of
different ages are equitably represented in the sample. Majority
of the patients surveyed are illiterate and from low socioeconomic
class.
The level of patient satisfaction achieved by
the APVVP hospitals in the second round of survey is 69%.
Sub Scale wise
scores were as follows:
|
Sub Scale /
Aspect of Service
|
Satisfaction
Level
|
|
Access
availability & Con.
|
73%
|
|
Communication
|
72%
|
|
Financial
aspects
|
63%
|
|
General
satisfaction
|
73%
|
|
Interpersonal
aspects
|
70%
|
|
Technical
quality
|
63%
|
|
Time spent with
doctor
|
60%
|
There is a marginal increase in the overall
level of satisfaction from 65% at the time of previous survey (PSS
June 1999) to 69% in the present one. Sub scale wise scores show
low level of satisfaction about the time spent with doctor and
technical quality of care as perceived by the respondents. There
was no change in level of satisfaction for these two sub scales
from the last years survey (PSS June 1999). The highest level of
satisfaction is 73% obtained by the general satisfaction
sub-scale. There has been substantial improvement in the level of
general satisfaction by patients compared to last year. It was 45%
during the PSS June 1999 and improved to 73% during this survey.
There is marginal reduction in patient satisfaction about
financial aspects and communication.
Hospitals which came out with distinctly higher
levels of patient satisfaction include the District hospital (DH)
Adilabad (74%), Area hospital (AH) Madanapalli (73%), followed by
AH Hindupur (72%).
The DH Adilabad and AH Madanapalli are rated as
the best managed hospitals in APVVP in the current survey.
District Hospital Adilabad, judged the best hospital during this
survey, showed an improvement from the previous survey in all
areas except in 'time spent with doctor', which remained constant.
District Hospital King Koti which was the best managed hospital
last year slipped down to sixth position with the level of
satisfaction at 71%.
Hospitals in Medak district do not seem to be
doing well with the Area Hospital Siddipet and Area Hospital Medak
being rated low with the level of satisfaction at 61%. The
District Hospital Sangareddy also was not doing very well and
occupied 25th position with the level of satisfaction at 66%.
The comparison of two years of survey showed
that overall satisfaction improved marginally. The general
satisfaction levels for APVVP hospitals has improved, but, in the
other sub scales the satisfaction level either remained unchanged
or did not show much change.
Patient's
Adverse remarks and Concerns
About 683 (47%) of the respondents offered specific comments.
About 6% of respondents positively appreciated services provided
by the hospital. About 36% patients made adverse remarks, while
another 2% made some mixed statements. Altogether 556 (38%)
respondents had some adverse remarks in their statement.
Top concerns and
adverse remarks : PSS
June 2000
|
Parsed
Adverse Remarks
|
Percentage
|
|
Linen and laundry (Lin)
|
17%
|
|
Corruption by hospital
staff (Corp.)
|
15%
|
|
Dietary Services (Food)
|
13%
|
|
Medication and Supply of
drugs (Drug)
|
10%
|
|
Diagnostic services (Dgf)
|
10%
|
|
Toilet and cleanliness
(Toil)
|
9%
|
|
Water supply (Utilities)
|
9%
|
|
Interpersonal aspects (IPA)
|
5%
|
|
General
facilities (Gen.)
|
5%
|
|
Miscellaneous (Misc.)
|
5%
|
|
Shortage of Staff (Staff)
|
1%
|
|
Utilities
|
1%
|
Major areas of patient concern, at the time of this survey,
were linen, corruption, food supply, functioning of electrical
accessories like fans, lights etc., water, supply of drugs and
toilet maintenance. Corruption was reported to be prevalent at all
levels of the hospital staff including doctors, nurses and other
supporting staff. About food, the primary complaint was against
the quality of milk. Lack of utilities like water supply, fans,
lights etc., poor maintenance of toilet, lack of respect for
feelings of the patients, was also expressed. Corruption, and
utilities were also among the top concerns at the time of the
previous year survey (PSSJun1999). For some areas the frequency of
adverse comments have reduced. These are, toilet and cleanliness
(down from 17% to 9%), communication and interpersonal skills
(down from 12% to 5%). The reduction could have been due to real
improvements in these aspects of service or a result of greater
dissatisfaction with other aspects of service adversely commented
in this survey.
TOPFindings
from PSS June 1999 - Survey an Overview
A patient satisfaction survey (PSS June 1999) was conducted in
25 District or Area Hospitals managed by the Andhra Pradesh Vaidya
Vidhana Parishad (APVVP). The study refers to the period May 1999
to July 1999. A total of 1179 inpatients were interviewed,
including attendants of 237 patients, at a rate of about 40-50
patients per hospital. Most patients had already stayed for more
than three days in the hospital and were drawn from all areas of
hospital service such as surgical, medical and maternity wards
etc. Female and male patients of different ages are equitably
represented in the sample. Majority of patients were poor and
illiterate.
Overall patient satisfaction level in APVVP
hospitals was about 65%.
Sub Scale wise scores were
as follows
|
Sub Scale /
Aspect of Service
|
Satisfaction
Level
|
|
Access
availability & Con.
|
73%
|
|
Communication
|
76%
|
|
Financial
aspects
|
67%
|
|
General
satisfaction
|
45%
|
|
Interpersonal
aspects
|
72%
|
|
Technical
quality
|
63%
|
|
Time spent with
doctor
|
60%
|
Hospitals which came out with distinctly higher levels of
patient satisfaction include the district hospitals at Kingkoti
Hyderabad (composite satisfaction 69%), Rajahmundry (composite
satisfaction 69%), Srikakulam (composite satisfaction 68%) and
Area hospitals at Chirala (composite satisfaction 67%), Hindupur
(composite satisfaction 67%). The area hospital at Gudivada
happened to be the worst managed one with the lowest level of
patient satisfaction (composite satisfaction 55%). The District
Hospitals at Karimnagar, Khammam and Eluru all appear to be poorly
managed. The level of patient satisfaction was only 61% of what
could be achieved.
Patient's
Adverse remarks and Concerns
When respondents were requested to give their suggestions
through the open ended Question, Altogether 432 (37%) of the 1179
respondents made special remarks. About 92% of the respondents
offered adverse comments. This gives a clear indication of the
very high proportion of dissatisfied and frustrated clientele.
Top
concerns and adverse remarks : PSS
June 1999
| Parsed
Adverse Remarks |
Percentage |
| Corruption by hospital
staff (Corp.) |
20% |
| Water supply (Utilities) |
17% |
| Toilet and cleanliness
(Toil) |
17% |
| Interpersonal aspects (IPA) |
12% |
| Medication and Supply of
drugs (Drug) |
9% |
| Dietary Services (Food) |
8% |
| Linen and laundry (Lin) |
5% |
| Shortage of Staff (Staff) |
2% |
| Diagnostic services (Dgf) |
2% |
| Miscellaneous (Miscns.) |
8% |
Corruption by all levels of hospital staff including doctors,
nurses, and other supporting staff, lack of utilities, poor
maintenance of toilets and very poor general cleanliness, very
poor communication, interpersonal skills and lack of respect for
feelings of the patient were evidently top concerns in the minds
of patients.
TOP
Updated on 13/05/2002 by
Srinivasan
Kallam &
Sreenivasulu
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