Published Paper Details:

During a patient's stay in the hospital, patient comes in contact with the various clinical and non-clinical services offered by the Hospital. So, the problems like delayed services, incompetent staff, inadequate communication, physical environment, etc play a major role in influencing the patient's experience at the Hospital. Since, patient-centered care is a fundamental tenet of Quality Healthcare, it is the need of the hour to deliver services which respond to and are sensitive to the needs and wishes of the patients (consumers). Hence, measurement of quality of care as per the patients' perspective and service redesign in accordance with it, would help the Organisation (Hospital) to achieve its goal i.e. to provide highest quality of patient care. The objective of this study is to measure the patient satisfaction in the In-Patient Department and to provide measures towards improving it. The study was conducted to identify issues faced by patients at the root level and provide solutions.