![Open Access](https://i-scholar.in/lib/pkp/templates/images/icons/fulltextgreen.png)
![Restricted Access](https://i-scholar.in/lib/pkp/templates/images/icons/fulltextred.png)
![Open Access](https://i-scholar.in/lib/pkp/templates/images/icons/fulltextgreen.png)
![Open Access](https://i-scholar.in/lib/pkp/templates/images/icons/fulltext_open_medium.gif)
![Restricted Access](https://i-scholar.in/lib/pkp/templates/images/icons/fulltextred.png)
![Restricted Access](https://i-scholar.in/lib/pkp/templates/images/icons/fulltext_restricted_medium.gif)
A Study of Quality of Care and Customer Satisfaction in the Obstetrics and Gynaecology Department of the Government Medical College Hospital - Garhwal (uttarakhand)
Subscribe/Renew Journal
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.
Keywords
- National Health Policy 2002
- Repert MI, Babakus E. Linking quality and performance. Quality orientation can be a competitive strategy for health care providers. J Health Care Mark, 1996;16:39-43.
- Gombeski WR, Jr Miller PJ, Hann JH, Gillete CM, Belinson JL, Bravo LN, Curry PS. Patient call back program: a quality improvement, customer service and marketing tool. J Health Care Mark, 1993; 13:60-65.
- Andaleeb SS. Determinants of customer satisfaction with hospitals: A managerial model. International Journal of Health Care Quality Assurance 1998. 11:181-187.
![](https://i-scholar.in/public/site/images/abstractview.png)
Abstract Views: 352
![](https://i-scholar.in/public/site/images/pdfview.png)
PDF Views: 0