to the PSS
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.