Experience and Satisfaction of Indoor Patients with Healthcare Delivery Services in a Tertiary Care Hospital of New Delhi

Jugal Kishore, Sneha Kumari, Geeta Yadav, Vandana Pandit, Shalini Smanla, Rajendra Sharma


Introduction: Globally, the health care quality is an important issue for every health delivery institute. Time to time assessment of patients’ satisfaction may help to improve the quality of services.

Objectives: To assess the satisfaction of patients admitted in a tertiary care hospital regarding services provided by the health staff and other facilities provided in the hospital and to assess the areas and causes of low satisfaction among the patients if any.

Methods: It was a hospital-based, cross-sectional study conducted in a tertiary care centre in 2018. A multistage sampling technique was used for sample collection. A semi-structured and pre-tested questionnaire was used to assess several aspects of hospital care. The level of satisfaction was assessed on five points Likert scale where 1 and 5 indicating the lowest and highest agreement of satisfaction of the study variables, respectively. The data was imported to Microsoft Office Excel sheet, and the statistical analysis was performed with SPSS statistical software version 23. The study was approved by the Institutional Ethics Committee and written informed consent was taken from all the participants.

Results: A total of 450 patients had participated in the study. Among them, 53.1% were males and 76.9% were in the age group of 21-60 years. Maximum participants were residents of Delhi. A total of 405 (90%) patients were satisfied the behavior of doctors, 392 (87.1%) with other supporting staffs, 380 (84.4%) with nurses while 372(82.7%) were satisfied with registration staff. 42 (9.3%) of the patients felt that toilets were inadequate in number for their use while 140 (31.1%) felt that drinking water availability was adequate. More than one-third 124(27.6%) of patients revealed that waiting room/seating availability was inadequate in number and 187(41.6%) patients found beds for the attendants to be inadequate in number. Only a few patients 5(1%) had poor overall experience in the hospital.

Conclusion: Majority of patients were satisfied with the services except for drinking water and seating arrangement. Regular assessment of patient’s satisfaction regarding health care services should be conducted at regular intervals so that quality of services can be improved.


Hospital experience, Indoor department, Patient satisfaction, Tertiary care hospital

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