A Study of Quality of Care and Customer Satisfaction in the Obstetrics and Gynaecology Department of the Government Medical College Hospital - Garhwal (uttarakhand)

Background: Health services in India is mainly shared by the Public health sector, Private health sector and by some voluntary organizations, Public health services mainly serve the middle class and lower middle class population in India. Lack of funds and human resource is a major factor contributing to compromised services rendered in this sector.

Objectives: The present study was planned to assess the quality of care provided and the patient's satisfaction level in the obstetrics and Gynaecology department of the Government Medical College hospital of Garhwal, Uttarakhand.

Material & Method: The study was conducted as a hospital based cross sectional study. A predesigned structured questionnaire was devised and 5 newly admitted patients were interviewed daily between 5-7 pm for a period of two months. The infrastructure and other facilities were assessed by direct physical observation.

Result: In the present study it was observed that the department is mainly suffering with lack of manpower and supply of essential drugs. Patients expect better services from the hospital as well as they conclude that the behaviour of the doctors and the paramedical staffs needs further improvement.

Conclusion: The department needs better infrastructure, human resource facilities and there is a need to improve the quality of care as well as patient satisfaction.