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Determinants of Patient Satisfaction:A Study on Inpatients Care at Post Graduate Institute of Medical Sciences (PGIMS), Haryana, India


Affiliations
1 Assistant Professor, Department of Management Studies, Deenbandhu Chhotu Ram University of Science and Technology, Murthal, Sonipat, Haryana, India
2 Master, Hospital Administration, Department of Management Studies, Deenbandhu Chhotu Ram University of Science and Technology, Murthal, Sonipat, Haryana, India
 

The aim of present study is to examine determinants of patient satisfaction at PT. Bhagwat Dayal Sharma Post Graduate Institute of Medical Sciences (PGIMS), Rohtak, Haryana, and how these determinants influence patients' overall satisfaction in the Government hospital setting. A structured questionnaire was distributed to 225 patients of twelve departments having fifteen wards. The sample patients were selected just before they were leaving the hospital on the basis of convenience sampling. Factor analysis is used to determine factors affecting satisfaction among IPD patients. Pearson correlations are measured to study the significant relationship between patients' satisfaction and associated factors. Multiple regression is estimated to predict patients' satisfaction from eight determinants. Mean value and standard deviation are also calculated to explain the directions of the study. The results of study conclude that patient satisfaction is significantly associated with the all eight factors: medical care, staff behaviour, facilities, welfare aspect, doctors' behaviour, administrative procedure, operative facility, and cleanness but is most significantly correlated with medical care and staff behaviour indicating their importance in the setting of hospital services, and least significantly correlated with welfare aspect and cleanness. Out of total eight, five dimensions (medical care, staff behaviour, facilities, operative facility, and cleanness) impact significantly on patient satisfaction (dependent variable) and among these five dimensions medical care is the strongest predictor followed by facilities, staff behaviour, cleanness, and operative facility.

Keywords

Healthcare, Patient Satisfaction, Inpatient Department, India.
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  • Determinants of Patient Satisfaction:A Study on Inpatients Care at Post Graduate Institute of Medical Sciences (PGIMS), Haryana, India

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Authors

Pankaj Kumar
Assistant Professor, Department of Management Studies, Deenbandhu Chhotu Ram University of Science and Technology, Murthal, Sonipat, Haryana, India
Indu
Master, Hospital Administration, Department of Management Studies, Deenbandhu Chhotu Ram University of Science and Technology, Murthal, Sonipat, Haryana, India

Abstract


The aim of present study is to examine determinants of patient satisfaction at PT. Bhagwat Dayal Sharma Post Graduate Institute of Medical Sciences (PGIMS), Rohtak, Haryana, and how these determinants influence patients' overall satisfaction in the Government hospital setting. A structured questionnaire was distributed to 225 patients of twelve departments having fifteen wards. The sample patients were selected just before they were leaving the hospital on the basis of convenience sampling. Factor analysis is used to determine factors affecting satisfaction among IPD patients. Pearson correlations are measured to study the significant relationship between patients' satisfaction and associated factors. Multiple regression is estimated to predict patients' satisfaction from eight determinants. Mean value and standard deviation are also calculated to explain the directions of the study. The results of study conclude that patient satisfaction is significantly associated with the all eight factors: medical care, staff behaviour, facilities, welfare aspect, doctors' behaviour, administrative procedure, operative facility, and cleanness but is most significantly correlated with medical care and staff behaviour indicating their importance in the setting of hospital services, and least significantly correlated with welfare aspect and cleanness. Out of total eight, five dimensions (medical care, staff behaviour, facilities, operative facility, and cleanness) impact significantly on patient satisfaction (dependent variable) and among these five dimensions medical care is the strongest predictor followed by facilities, staff behaviour, cleanness, and operative facility.

Keywords


Healthcare, Patient Satisfaction, Inpatient Department, India.

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DOI: https://doi.org/10.20968/rpm%2F2019%2Fv17%2Fi1%2F145646