• INTRODUCTION

• RATIONALE

• OBJECTIVE

• METHODOLOGY

• DATA ANALYSIS

• RECOMMENDATION

• CONCLUSION

WHY CUSTOMER SATISFACTION IS IMPORTANT??

• Patient satisfaction is considered to be an important objective for providing medical services

• Failure to identify patient satisfaction can lead to patient dissatisfaction with care, lack of compliance and inappropriate use of medical resources

• Patient satisfaction surveys have been shown to be successfully conducted for Medical Services and the routine use of patient satisfaction tool is recommended for quality management and improvement.

• A need was identified at the out patient department of the Civil Hospital Karachi and AKU karimabad Karachi, to conduct a patient satisfaction survey.

RATIONALE• This study not only offer an understanding of the expectations

of patients using such a facility but also provide us with a tool to improve the quality of care provided to them, there by improving their satisfaction level.

• The majority of our population cannot afford private medical services and is therefore forced to use the government sector hospitals; their satisfaction for medical care is expected to be compromised.

CUSTOMER EXPECTATIONS

• Quality of clinical care, assurance, reliability.

• Reasonable and affordable cost

• Amenities (waiting area, cleanliness, toilet, water, food etc)

• Prompt attention• Concerned provider• Innovative techniques

WHAT TQM TOOL SAYS

1. TO DETERMINE THE PROPORTION OF SATISFIED CUSTOMER ATTENDING OPD IN PRIVATE AND GOVERNMENT HOSPITAL FACILIETES IN KARACHI

2. TO IMPROVE THE QUALITY BY USING TQM TOOLS

Framework

• An interview based questionnaire was designed and a descriptive study carried out in August 2008

• Systematic random sampling was done through interview based questionnaire among 160 patients

• The respondents for this study were patients from civil hospital & AKU karimabad Karachi

• Data were analyzed using SPSS statistic tool.

WHAT TQM TOOL SAYS

WHAT TQM TOOL SAYS

HOW WE MEASURE CUSTOMER SATISFACTION

Kano Model For Hospital

CRITERIA FOR SATISFACTION

ANALYSIS OF PUBLIC SECTOR

ANALYSIS OF PRIVATEC SECTOR

WAITING TIME

Public Sector

10%

90%

Satisfied

Unsatisfied

PRIVATE SECTOR

25%

75%

Satisfied

Unsatisfied

WHY CUSTOMERS ARE MORE SATISFIED AT

PRIVATE SECTOR

CAN ANY BODY TELL US

Comparison Private Public

• QUALITY POLICY

• ISO 9000 : 2000

• JCIA

• Malcolm Baldrige Award (Expected 2010)

IN REALITY

1. ____________________2. ____________________3. ____________________4. ____________________5. ____________________6. ____________________7. ____________________

How we can help our Public Sector

RECOMMENDATIONS

• Government should give more effective support for the counter growth of Govt. health sector.

• Hospital should take in to account factors other than demographic such as unhygienic condition, drinking water and prompt attention etc.

• It is emphasize that need to understand the factors that may influence the patient or potential patient’s choice of hospitals for long term sources of organization.

RECOMMENDATIONS

• In view of above mentioned problems regarding customer satisfaction it is highly recommended that further studies on this topic be conducted.

• Review the Quality Policy and try to make it separate Policy for each hospital

• Utilize the Kano Model for the customer satisfaction

• Improve quality standards and get certification of ISO standards

• We have documented the need of patient satisfaction survey at public health sector and private health sector

• The hospital base study showed that the causes were mainly to Unhygienic Conditions, and drinking water, and Prolong waiting times for Doctors

• The result of this study indicates that the satisfaction of customer is influenced by sociodemoghraphic variable as well as hospital related and attitudinal attributes

• This implies the government should give more effective support for the continued growth of the private health care sector.

• In order to improve the quality of care in our public hospitals, the care given should not only focus on local health care needs and priorities but also reflect international high standards

• Attending the clients promptly and improving communication is the key to improving patient satisfaction

• Merely satisfying the patients may not be sufficient to gain his loyalty. The providers may have to exceed the expectations of the clients.

Questions regarding this presentation are welcome