Agarwal Aashima, Garg Shalini, Pareek Udai
University School of Management Studies, Guru Gobind Singh Indraprastha University, Kashmere Gate, Delhi 110403, India.
J Commun Dis. 2009 Jun;41(2):109-12.
The healthcare service scenario in India is expected to evolve into a more developed stage. More emphasis has been given on patient satisfaction as this is an important consideration for the assessment of the hospital services. The concept of patient satisfaction is also rapidly changing and the hospitals are using variety of techniques to improve patient care and organizational efficiency. Patient satisfaction questionnaire is a validated instrument to assess the level of the satisfaction of adult patients. The questionnaire was administered on those patients who were admitted in hospital for at least three days. In our study 88% patients were satisfied with treatment and medical care they had received. About 86% patients found that the hospital services were excellent. However, it is felt that patient values and culture should be explored for further improving patient doctor communication. There is hence a scope for improvement in meeting patient's needs and preferences and rendering hospital services. This can be achieved by some feedback system which could be available to the patients and later worked upon by the management, to improve the patient care by bridging the gap between senior management and patients.
印度的医疗服务情况有望发展到一个更发达的阶段。人们更加重视患者满意度，因为这是评估医院服务的一个重要考量因素。患者满意度的概念也在迅速变化，医院正在采用各种技术来改善患者护理和组织效率。患者满意度调查问卷是一种经过验证的工具，用于评估成年患者的满意度水平。该问卷针对那些住院至少三天的患者进行发放。在我们的研究中，88%的患者对他们所接受的治疗和医疗护理感到满意。约86%的患者认为医院服务非常出色。然而，人们觉得应该探索患者的价值观和文化，以进一步改善医患沟通。因此，在满足患者需求和偏好以及提供医院服务方面仍有改进的空间。这可以通过某种反馈系统来实现，该系统可供患者使用，随后由管理层进行处理，通过弥合高层管理人员与患者之间的差距来改善患者护理。
