Summer Training Project Report On Patient Satisfaction Regarding Health Care

Summer Training Project Report

On
Patient Satisfaction Regarding Health
Care

Name : Satyam
Branch & Sec : BBA-B
Enrolment No. : 08915601719
Semester : 5th
Faculty Guide : Ms. Sonali Gaur
Company Profile
Gouri hospital is a fully air conditioned, aesthetically built and luxuriously furnished hospital situated in the
heart of Delhi. Managed by a team of senior consultants led by Dr. Gouri Devi and highly qualified support
staff, Gouri Hospital is one of the most established women's hospitals in Delhi. The consultants, backed by
state of the art medical equipment, have conducted over 55000 deliveries and 50000 gyne. surgeries. The
facility has large rooms equipped with modern amenities for the comfort of the patients.

30, Opposite Hansraj College, Near Subway, Malka Ganj Road, Jawahar Nagar, New Delhi
The health care industry, or medical industry, is a sector that provides goods and services to treat patients
with curative, preventive, rehabilitative, or palliative care. The healthcare industry is composed of
establishments devoted to prevention, diagnosis, treatment, and rehabilitation of medical conditions.
General Functions Of Gouri Hospital
 Medical services.
 Administrative services.
 Patient care & education.
 diagnosis, treatment of illness.
 rehabilitation.
 convalescent care.
Objectives
General objective

The general objective is designing a Computer Aided Hospital Management System, an integrated
Hospital Information System which addresses all the major functional areas of modern multi-specialty
hospitals. Our specific objectives of the project are as follows –

 To design a system for better patient care.
 To reduce hospital operating costs.
 To provide on demand MIS report to management for better decision making.
Specific Objectives
1. To provide safe and secure and high quality medical care.
2. Reduce hospital operating costs.
3. To maintain cleanliness in the hospital.
4. To make sure that patient must be satisfy with the health care services and behaviour of the Hospital.
Literature Review
theoretical foundations

Pascoe (1983) defined patient satisfaction as “…the health care recipient’s reaction to salient aspects of the
context, process, and result of their service experiences… (pp. 189)”.
It consists of a “…cognitively based evaluation or grading of directly-received services including structure,
process, and outcome of services… and an affectively based response to the structure, process, and outcome
of services…(pp. 189)”.
In terms of the formulation of patient satisfaction, Pascoe described the Discrepancy Theory and Fulfillment
Theory.

theoretical foundations
Linder-Pelz (1982) assumed a value-expectancy model in satisfaction formulation and defined “patient

satisfaction as a positive attitude… a positive evaluations of distinct dimension of health care, such as a single
clinical visit, the whole treatment process, particular health care setting or plan or the health care system in
general (pp.578)”.
Jessie L. Tucker (2000) claimed that patient satisfaction shall be “moderated by socio-demographic attributes
such as environmental, individual, physical, psychological and sociological characteristics (pp. 72)”.
Suchman Edward Allen proposed that “… certain socio-cultural background factors will predispose the individual
toward accepting or rejecting the approach of professional medicine and, hence, increase or decrease the
possibility of conflict between patient and physician…(pp.558) [19]”which basically correlated patient’s socio-
demographic factors with satisfaction.
Emperical Research
• Service Quality
Measurement of the gap between the expectations and perceptions of consumers about the services of a
routine performed by major companies as feedback that 4308.
Dudung Juhana, Ester Manik, Catleya Febrinella and Iwan Sidharta measure the quality and make corrections if
the quality was less satisfactory consumer. Model gap Parasurama regarded as Parasuraman’s Servqual model
(Parasuraman et al., 1985).
• Satisfaction
Simply say, complacency can be interpreted as an effort to fulfill something or make something adequate.
Customer satisfaction is a condition in which the wants, expectations and needs of customers are met. A
service is considered satisfactory if the service can meet the needs and expectations of customers.
• The Influence of Service Quality towards Patient Satisfaction
The quality of health services have a close relationship with patient satisfaction, because the quality of giving a
boost to the patient to establish stronger ties with the implementation of health (providers) and ultimate patient
satisfaction can increase the number of implementation (provider).
• The Influence of Brand Image toward Patient Satisfaction
The image becomes very important for any company, because the image is seen as the success of marketing
activities. This is because the image of an abstract depiction of the brand becomes the product due to marketing
activities and interaction of market perception.
• The Influence of Patient Satisfaction towards Patient Loyalty
If the relationship between satisfaction and customer loyalty is positive, then the high satisfaction will increase
customer loyalty. what can shape the behavior of the patient’s intention is ultimately improve patient loyalty.
Research Methodology
Introduction
Research methodology is the systematic way to solve research problem. It include the step that researcher adopt to
study this problem with the logic behind. It indicates the general pattern of organizing the procedure of gathering
valid and reliable data for an investigation.
Research approach
Survey approach is used for the present study. Survey approach is more useful in educational fact finding, in
relatively small samples.

Research Design
The descriptive study design was used to fulfill the objective of the study.

Study population

The target population of the study was both male and female patients admitted in neuromedical unit in SCTIMST. 17
Sample size

The sample size consists of 50 patients. 10 patients were selected for pilot study.

Data collection tool
Data collection tool refers to instrument which was used by investigator to obtain relevant data. A modified
questionnaire was prepared by investigator from Dr. Laschingers.

Pilot study
A pilot study was conducted from 5/9/2011 to 8/9/2011.The aim of the pilot study was to find out the feasibility and
practicability of the tool.
Data collection procedure
The researcher first introduced herself to the patient and explained the need and purpose of the study. Informed
consent was taken from the patient before data collection. It took 20 minutes for the patient to answering the
questions.
Methodology and search strategy
Two methods were used as search strategies. The first was keywords and the second is called the snowball search
method.
The research studies included satisfaction surveys of patients who have been hospitalized or patients visiting the
out-patient departments within tertiary hospitals in different foreign countries.
Interpretation Of Data

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Summer Training Project Report

 Patient care & education.

 diagnosis, treatment of illness.

1. To provide safe and secure and high quality medical care.

2. Reduce hospital operating costs.

3. To maintain cleanliness in the hospital.

Linder-Pelz (1982) assumed a value-expectancy model in satisfaction formulation and defined “patient

• The Influence of Brand Image toward Patient Satisfaction

• The Influence of Patient Satisfaction towards Patient Loyalty

Data collection tool

Data collection procedure

Methodology and search strategy

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