EIGHTY PER cent of the patients who visited the Postgraduate Institute of Medical Education and Research (PGIMER) were “satisfied’ with the services at the hospital, reveals the latest report of the Union Health Ministry patient feedback system. But among the remaining 20 per cent, the conduct of doctors was the top reason for patient dissatisfaction.
The data was compiled from Mera Aspataal (My Hospital) feedback system for the month of October. Under this information technology mechanism, patients are asked to record their feedback through a web portal, SMS service and IVRS (interactive voice response system).
As per the report, the total number of patients who visited the institute in October was 1,90,499. The phone numbers of 1,18,463 (63 per cent) patients were found valid. A total number of 10,579 patients gave their response. It was found that 41 per cent (4,389) patients were “very satisfied” with the institute while 39 per cent (4,171) were “satisfied”.
Those who responded that they were dissatisfied were given five reasons to choose from: staff behavior, cleanliness, cost of treatment, quality of treatment and other reasons.
The report said out of the total 20 per cent dissatisfied people, 42 per cent (658) were dissatisfied with the staff behavior. And 36 per cent (547) described “other reasons” for their dissatisfaction, but the survey does not specify these other reasons. Under staff behavior, 48 per cent (283 responses) recorded dissatisfaction with doctors’ behavior, followed by other staff (29 per cent).
PGI spokeswoman Manju Wadwalkar blames the patient load at the institute. “The doctor patient ratio is huge at our institute. If rush is not controlled, complete satisfaction of the patient is difficult. We are trying our best to sensitise the doctors to the matter,” she said.
The behavior of doctors was also discussed during the last meeting of the PGI’s hospital management board held in the last week of August. During the meeting, a sensitisation programme for resident doctors was also proposed.
As per the minutes of the meeting, accessed by Chandigarh Newsline, the participants were informed about the survey. It said that 31 departments and 11 variables were being studied under the survey.
“DPGI (Director PGI) agreed that we should work towards further decreasing the percentage of dissatisfied patients and attendants visiting PGI. It was proposed that a sensitisation programme for the resident doctors should be conducted at an institute level and efforts to this end should be made at each departmental level…DPGI concluded that we need to reinforce to all departments so that 20 per cent dissatisfied patients are all taken care of,” read the minutes.