Original Research Article
Year: 2020 | Month: January | Volume: 7 | Issue: 1 | Pages: 1-5
Patients Feedback Analysis to Improve Quality of Care – A Tertiary Care Centre Study
Dake Rajesh1, I.V.Ramana2, Ramesh.CH3
1Emergency Physician – Apollo Hospitals, Kakinada
2General Manager – Unit Head– Apollo Hospitals, Kakinada
3Quality Manager– Apollo Hospitals, Kakinada
Corresponding Author: Dake Rajesh
ABSTRACT
Objective: The aim of this study was to explore the nature and potential usefulness of compliments, suggestions and complaints given by patients and their relatives with regard to our hospital. Complaints and suggestions by patients and their relatives are an important source of information when considering ways in which to improve patient care and we could take adequate remedial measures. Understanding patients’ complaints could help healthcare organizations target the areas for improvements
Methods: It is a retrospective observational study of feedbacks collected from patients. The statistical analysis was performed by using chi square test and percentage analysis.
Results: Out of total feedbacks analysed (n=6829) there are only 4.6 % of Complaints (n=315) and 27.8% compliments (n=1894) and 1.3% Suggestions (n=88). There are 94.09 % of patients (n=6426) who are satisfied with the hospital as a whole irrespective of complaints and suggestions. The parameters as per patient’s feedback viz., complaints and compliments were tested for significance at p value 0.05. The analysis shows that the chi square test statistic is 193.15 and obtained p value is 0.00001 for which the test is significant at 0.05
Conclusion: Healthcare providers should be not only scientifically knowledgeable, but also humanistic caring. Rigorous and regular analyses of patient feedbacks will help to identify problems in patient care. The patient feedbacks analysed in this study clearly indicate a number of specific areas that commonly give rise to dissatisfaction. These area specific negative feedbacks can be addressed by department wise customised regular trainings and evaluation
Keywords: Feedback, Complaints, Compliments, Suggestions, Quality care.
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