User Satisfaction among Inpatients in a Tertiary Care Hospital: A Case Study

摘要

User satisfaction is an important factor which should guide the running of any establishment. In the field of healthcare delivery, taking feedback is rare at least in the state of Kerala. Due to paucity of reports in scientific journals, a survey was conducted at a Government Medical College to assess the level of user satisfaction. Using a pre-designed proforma, trained social workers gathered information from the discharged patients during a period of two weeks. The coverage was 31.6 per cent of all discharged patients. About two-thirds of the respondents gave positive results on registration formalities, accommodation facilities, water supply and lighting facilities, general cleanliness, bathrooms and toilets, availability of medicines, service of doctors, services of different wings of the hospitals and fee structure. There were reports about corruption among staff. However the majority of patients preferred to suggest this hospital to friends and relatives and for future consultations.