An evaluation of the in-patient feedback services in a tertiary care hospital of Northern India

Shweta Samant, Ravinder Singh Saini


Background: Patient satisfaction is an important indicator of the quality of services provided by any healthcare organization and directly or indirectly affects patient retention, legal issues, revenues, reputation and success of a healthcare organization. Patient’s feedback about the clinical as well as non-clinical services can be recorded for gap analysis and improvement of services.

Methods: The cross-sectional study was carried out in a large tertiary care hospital in North India from May 2012 to December 2012. A pre-tested internally developed questionnaire was used to collect the data.

Results: It was observed that the average satisfaction score was relatively high for the criteria like doctor’s counselling, attitude of nurse and availability and behaviour of attendant. The average scores for medical and nursing care (clinical services) provided in wards were high (70-74% satisfaction). However, approximately 45% and 50% patients were dissatisfied with the housekeeping and dietary services respectively. This resulted in a dip in the overall impression of the hospital services to 68%.

Conclusions: The percentage of patients satisfied with the overall services (clinical and non-clinical) of the hospital is only 68% which goes on to prove that the patients’ perception of quality is changing with the times and non-clinical areas like housekeeping, dietary, billing, security services are becoming as important as clinical care services that are provided by hospitals.


Patient satisfaction, In-patient, Tertiary, Feedback form, Patient feedback

Full Text:



Sreenivas T, Prasad G. Patient satisfaction –A comparative study. J Academy Hospital Administration. 2003;15(2):7-12.

Raftopoulos V. A grounded theory for patients’ satisfaction with quality of hospital care. ICU Nurs Web J. 2005;22:1–15.

McKinstry B. Paternalism and the doctor-patient relationship in general practice. Br J Gen Pract. 1992;42:340–2.

Clever SL, Jin L, Levinson W, Meltzer DO. Does doctor-patient communication affect patient satisfaction with hospital care? Results of an analysis with a novel instrumental variable. Health Serv Res. 2008;43(51):1505–19.

Ko HH, Zhang H, Telford JJ, Enns R. Factors influencing patient satisfaction when undergoing endoscopic procedures. Gastrointest Endosc. 2009;69(4):883-91.

Kumari R, Idris MZ, Bhushan V, Khanna A, Agarwal M, Singh SK. Study on patient satisfaction in the government allopathic health facilities of Lucknow district, India. Indian J Comm Med. 2009;34:35-42.

Linda DU. Patient satisfaction measurement: current issues and implications. Lippincott's Case Management. 2002;7(5):194-200.

José MQ, Nerea G, Amaia B, Felipe A, Antonio E, Cristóbal E, et al. Predictors of patient satisfaction with hospital health care, Health Services Res. 2006;6:102.

Otani K, Herrmann PA, Kurz RS. Improving patient satisfaction in hospital care settings. Health Serv Manage Res. 2011;24(4):163-9.

John S, Anne MB, Austin L. Development of the Irish National Patient Perception of Quality of Care, International J Quality Health Care. 2003;15(2):163-8.

Demir C, Celik Y. Determinants of patient satisfaction in a military teaching hospital. J Healthcare Quality. 2002;24(2):30-4.

Tonio S, Joerg K, Joachim K. Determinants of patient satisfaction: a study among 39 hospitals in an in-patient setting in Germany. Int J Quality Health Care. 2011;23(5):503-9.

Forough R, Mohammad E, Hamid H. Nurse caring in Iran and its relationship with patient satisfaction. Australian J Advanced Nursing. 2007;26(2):75-84.

Yogesh PP, Gaurav R, Satyanarayana C. Factors affecting In-patient Satisfaction in Hospital - A Case Study, International Conference on Technology and Business Management. 2011;28-30.

Kui-Son C, Lee H, Kim C, Lee S. "The service quality dimensions and patient satisfaction relationships in South Korea: comparisons across gender, age and types of service", Journal of Services Marketing. 2005;19(3):140–9.

Shou-Hisa C, Ming-Chin Y, Tung-uang C. Patient satisfaction with and recommendation of a hospital: effects of interpersonal and technical aspects of hospital care. Int J Quality Health Care. 2003;15(4):345-55.

Soo SK, Stan K, Mark VJ. The Effects of Physician Empathy on Patient Satisfaction and Compliance, Evaluation and The Health Professions. 2004;27(3):237-9.

Andrabi SA, Hamid S, Rohul J, Anjum F. Measuring patient satisfaction: A cross sectional study to improve quality of care at a tertiary care hospital, Health line, 2012;3(1):59-62.

Baruah M, Dawka K, Kataki AC. Patient satisfaction: a tool for quality control. Int J Community Med Public Health. 2016;3:1215-8.

Qadri SS, Pathak R, Singh M, Ahluwalia SK, Saini S, Garg PK. An assessment of patient satisfaction with services obtained from a tertiary care hospital in rural Haryana. Int J of Collaborative Research on Internal Med Public Health. 2012;4(8):1523-37.

Tasneem A, Shaukat S, Amin F, Mahmood KT. Patient satisfaction; a comparative study at teaching versus DHQ level hospital in Lahore, Pakistan. J Pharm Sci Res. 2010;2(11):767-74.

Kulkarnil MV, Dasgupta S, Deoke AR, Nayse. Study of satisfaction of patients admitted in a tertiary care hospital in Nagpur. Nat J Community Med. 2011;2(1):37-9.

Mahapatra P, Srilatha S, Sridhar P. A patient satisfaction survey in public hospitals. J Academy Hospital Administration. 2001;13:11-5.

Deva SA, Haamid M, Naquishbandi JI, Kadri SM, Khalid S, Thakur N. Patient satisfaction survey in outpatient department of a tertiary care institute. J Community Med. 2010;6(1):1524-37.