customer satisfaction report july

A SUPER SPECIALITY HOSPITAL & CANCER CENTRE

A Blue Sapphire Healthcares Hospital

CUSTOMER SATISFACTION REPORT (July 2010)

--A Comparative AnalysisAsian Institute of Medical Sciences

Faridabad(Haryana)INDIA



Customer Satisfaction

Customer Satisfaction

Staff Behaviour

Nursing staff

Discharge services

Doctors



Department Analysis



O.P.D

• Sample Size = 280

%Excellent

%Good

%Fair

%Poor

56.42

38.92

4.28

0.35



LAB SERVICES

SAMPLE SIZE=219

%Excellent

%Good

%Fair

%Poor

50.22

43.37

4.56

1.86



CASUALTY SERVICES

FACTOR SAMPLE SIZE

%EXCELLENT %GOOD %FAIR %POOR

DOCTOR 294 66.3 32.31 1.36 0

ACTION BY NURSING STAFF

288 49.48 44.13 0.35 0.35

TIMELY GENERATION OF MEDICAL REPORT

281 64.5 31.5 3.12 0.69



OVERALL CASUALTY PERFORMANCE

%Excellent

%Good

%Fair

%Poor

60.2

35.98

1.61

0.34667



I.C.UFACTOR SAMPLE

SIZE%EXCELLENT %GOOD %FAIR %POOR

NURSE 196 76.02 21.94 2.04 0

R.M.O 186 70.43 27.97 1.61 0

DOCTOR 195 76.92 26.07 0 0

STAFF 192 70.31 27.64 1.04 1.04



OVERALL I.C.U PERFORMANCE

%Excellent

%Good

%Fair

%Poor

73.42

25.155

1.1725

0.26



WARD/ROOMSFACTOR SAMPLE

SIZE%EXCELLENT %GOOD %FAIR %POOR

NURSING STAFF 328 76.5 21.0 2.4 0

DOCTORS’ VISIT 319 68.33 29.15 2.19 0.313

SATISFACTION CONSULTANT VISITS 331

64.95 32.32 2.41 0.302

HANDLING OF COMPLAINTS

313 64.8 30.03 3.83 0.95

SATISFACTION WITH TREATMENT

319 64.2 31.3 4.07 0.313

MAINTAINANCE329

64.13 30.09 5.16 0.609

R.M.O 274 63.13 32.84 4.01 0

SHIFTING TO WARD328

60.97 34.75 3.96 0.304



Kitchen Services

Sample size= 322

39%

43%

14%

4%

TasteFood

%Excellent %Good%Fair %Poor

Sample size= 320

52%40%

6% 2%

HygieneFood%Excellent %Good%Fair %Poor



%Excellent %Good %Fair %Poor

44.8642.136

10.39

2.59

Overall Kitchen Services



DISCHARGE SERVICES

Sample size=293

%Excellent

%Good

%Fair

%Poor

41.63

36.51

15.01

6.82



OVERALL STAY

Sample size=326

%Excellent

%Good

%Fair

%Poor

2.5 7.5 12.5 17.5 22.5 27.5 32.5 37.5 42.5 47.5

%Excellent %Good %Fair %Poor

OverallStay 47.85 46.01 5.21 0.92



Recommendation

SAMPLE SIZE=250

74%

24%2%

%Will Recommend %May Recommend %Not Recommend



Comparative Analysis



Jun/10 Jul/10

51.256.42

45.138.92

3.04 4.280.5 0.35

OPD%EXCELLENT %GOOD %FAIR %POOR



Doctor Casualty

Jun/10 Jul/10

62.766.3

34 32.31

2.86 1.360.4 0




Jun/10 Jul/10

64 64.5

33.4 31.5

2.44 3.120 0.69

Nursing Staff Casualty%Excellent %Good %Fair %Poor



Jun/10 Jul/10

55.849.8

38.444.13

5.16 0.350.46 0.35

FRONT OFFICE BEHAVIOUR%EXCELLENT %GOOD %FAIR %POOR



Jun/10 Jul/10

45.250.2248.2

43.37

5.9 4.56 0.42 1.86

LAB SERVICES%Excellent %Good %Fair %Poor



Jun/10

Jul/10

61.7 70.43

33.9

27.97

4.3

1.610

0

RMO I.C.U%EXCELLENT %GOOD %FAIR %POOR



Jun/10Jul/10

68.1 76.02

28.9

21.942.84

2.040

0

Nurse I.C.U%EXCELLENT %GOOD %FAIR %POOR



Jun/10 Jul/10

64.170.31

29.4 27.64

6.471.040 1.04

Staff I.C.U%EXCELLENT %GOOD %FAIR %POOR



Jun/10 Jul/10

67.6

76.92

28.223.07

4.1100 0

Doctor I.C.U%EXCELLENT %GOOD %FAIR %POOR



Jun/10 Jul/10

56.660.97

38.834.75

3.013.961.5 0.304

Shift to Ward%EXCELLENT %GOOD %FAIR %POOR



Jun/10 Jul/10

64.7 64.95

32.5 32.32

2.29 2.410 0.302

Satisfaction with Consultant Visits%EXCELLENT %GOOD %FAIR %POOR



Jun/10 Jul/10

58.164.13

34.630.09

6.465.16

0.760000000000001 0.609

Maintainance%EXCELLENT %GOOD %FAIR %POOR



Jun/10 Jul/10

65.668.33

30.1 29.15

3.08 2.1940.770000000000001 0.313

Doctors' Visit%EXCELLENT %GOOD %FAIR %POOR



Jun/10 Jul/10

61.7 63.13

35.2 32.84

2.6 4.010.430

RMO Ward%EXCELLENT %GOOD %FAIR %POOR



Jun/10 Jul/10

%EXCELLENT 71.9 76.52

%GOOD 26 21.03

%FAIR 1.94 2.43

%POOR 0 0

515253545556575

Nurse Ward

PERC

ENTA

GE



Jun/10 Jul/10

%EXCELLENT 60.3 64.85

%GOOD 34.6 30.03

%FAIR 4.28 3.83

%POOR 0.770000000000001 0.95

5

15

25

35

45

55

65

Handling of Complaints

PERC

ENTA

GE



Taste Food

Jun/10 Jul/100

5

10

15

20

25

30

35

40

45

5039.8 39.13

46.242.85

12.78 13.66

0.754.34




Hygiene Food

Jun/10 Jul/100

10

20

30

40

50

60

45.4

52.03

43.239.81

10.26.26

0.75 1.88




Services Food

Jun/10 Jul/100

5

10

15

20

25

30

35

40

4543.2 43.4344.3 43.75

11.27 11.25

0.751.56




Jun/10

Jul/10

62.5

58.07

33.1

36.33

4.3

4.34

0

1.24

Behaviour of Staff%POOR %FAIR %GOOD %EXCELLENT



Jun/10 Jul/10

50

41.6339.4

36.51

10.5215.01

4.66.82

Discharge papers%Excellent %Good %Fair %Poor



Jun/10 Jul/10

75.3 74

23.1 23.6

1.5 2

Recommendation%WillRecommend %May Recommend %Not Recommend



Services that had negative impact on Recommendation& Satisfaction level

Services that need improvement

Reason (Supporting figures)

Discharge services 8.37%decrease in customers who have rated it excellent& 2.22% increase in customers who found it poor.

Front Office Behaviour 6 % decrease in customers rating it as excellent.

Taste Of Food 3.59% increase in customers rating it poor & 0.67% decrease in customers rating it as excellent

General Behaviour Staff 4.43% decrease in customers rating it as excellent & 1.24% increase in its rating as poor.



Services that have shown ImprovementService % Increase in

Excellent rating% Decrease in Poor Rating

Doctor I.C.U 9.32% 0

RMO I.C.U 8.73% 0

Nurse I.C.U 7.92% 0

Maintainance 6.03% 0.151%

O.P.D 5.22% 0.15%



COMPLAINTS

• Discharge procedure too long.• Gatekeeper creates problem when relatives come to meet the

patient.• Doctors’ visit charges are too high.• Computer networks slow, customers have to wait for long at

the counter.• Food services need to be improved .• Billing system is too slow.• Improvement should be there in lift services.”Have to go 10

times a day by stairs to the 6th floor.• No choices for food items.Food not good in taste.• Some persons at Billing department rude.



COMMENTS

• “All is well”• “Nurses are very sweet.”• “May it flourish day & night and relieve the pain,both

mental& physical,of all the people coming to this excellent hospital.”

• “Nursing staff more than excellent.Really appreciable.”

• “Staff is very courteous & helpful.”



SUGGESTIONS

1.• Mobile chargers should be available on all

floors.

2.• Should consider middle class people also

in case of rates.

3. • A T.V should be there in each ward

4.• Semi-cabin should be provided with

intercom

5.• 2 separate Calling systems be placed in

twin sharing rooms.

6. • Newspapers be available to patients



CONCLUSION

• This research,based on the data collected for 2 months, explains the factors that deeply affect the satisfaction level of customers.

• It is clearly proved that a small change in any of the factors lead to appreciable alteration in the recommendation level.

• Factors that are contributing to growth rate of the organisation = Doctors,nurses,Staff(esp. I.C.U),Maintainance.

• Some growth limiting Factors= Discharge services, Taste of Food.

customer satisfaction report july

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