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Health Insurance

In: Business and Management

Submitted By myworld
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Int. J. Mgmt Res. & Bus. Strat. 2012

Nethi Suresh Babu and T Sreenivas, 2012 ISSN 2319-345X www.ijmrbs.com Vol. 1, No. 1, October 2012 © 2012 IJMRBS. All Rights Reserved

A STUDY ON PATIENT SATISFACTION IN HOSPITALS
(A Study on Three Urban Hospitals in Guntur District, Andhra Pradesh)
T Sreenivas1 and Nethi Suresh Babu2*

*Corresponding Author: Nethi Suresh Babu,  sureshbabu.nethi@yahoo.co.in

Objectives: 1. To study the satisfaction levels of the patient in sample hospitals. 2. To suggest measures to strengthen the administrative practices that improves patient satisfaction in hospitals in India. Settings: Government General Hospital (GGH), St. Joseph General Hospital (SJGH) and NRI Hospital (NRI) in the state of Andhra Pradesh in South India. Results: 38 – Items scales having good reliability and validity was developed. Seven dimensions of perceived quality were identified—Admission Procedure, Physical Facilities, Diagnostic Services, Behaviour of the staff, Cleanliness, Dietary Services and Discharge procedure. The researcher observed that patient satisfaction is high in the case of SJGH and followed by NRI and GGH. Conclusion: The developed scale is used to measure perceived quality at a range of facility types for patients. Perceived quality at public facilities is only marginally favorable, leaving much scope for improvement. Better staff and physician relations, interpersonal skills, infrastructure, and availability of drugs have the largest effect in improving patient satisfaction. In this study patient refer to inpatient.
Keywords: Health care system, Quality of services, Inpatient satisfaction

INTRODUCTION
A critical challenge for health service providers in developing countries is to find ways to make them more client-oriented. Indifferent treatment of patients, unofficial payments to providers, lack of patient privacy, and inadequate provision of...

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