The behaviour of the staff of Postgraduate Institute of Medical Education and Research (PGIMER) with patients is not very impressive. As many as 45 per cent of the patients have shown their dissatisfaction with the staff’s behaviour in a patient feedback mechanism developed by the Union Health Ministry. The initial data, which has been compiled from the Mera Aspataal (My Hospital) application, has revealed that 69 per cent of the patients were satisfied with the overall services at the institute. Besides PGI, two Central government-run hospitals — AIIMS, Delhi, and Ram Manohar Lohia Hospital — were covered in the feedback system.
The Health Ministry on August 29 had unveiled Mera Aspataal, an information technology-based patient feedback mechanism to record patient feedback through a web portal, SMS service and IVRS (interactive voice response system). Currently, 60 hospitals are enrolled for the service and officials said that all Central government and other hospitals would be included in the system later this year.
In the feedback system, 2,64,778 patients had visited PGIMER since the hospital was included for the initiative. The ministry sent SMSes to 2,17,861 patients, of whom 6,582 patients reverted to the ministry.
After the ministry received replies from the respondents showing their dissatisfaction, calls were made to them to know the reasons for dissatisfaction. Of the total respondents, the feedback system found that 31 per cent respondents at PGI were dissatisfied with the hospital services.
The survey found that 45 per cent patients were not satisfied with the staff behaviour while 5 per cent respondents showed their dissatisfaction with the quality of cleanliness in the hospital. The level of dissatisfaction over staff behaviour was 46 per cent at AIIMS, Delhi.
Six and 10 per cent of respondents also expressed their dissatisfaction with the cost of treatment and quality of treatment, respectively at the institute. As many as 37 per cent respondents were dissatisfied with the hospital due to “other reasons”.
Health officials said feedback of the patients would be used to give star ratings to government hospitals.
Reacting to the report, PGI’s officiating director Dr Subhash Verma said the administration would present the report to the employees so that the parameters could be improved in the future. “We will see then whatever we can do to improve the feedback system,” he said.