Inpatient Satisfaction Report in the Jigme Dorji Wangchuck National Referral Hospital

Abstract

Patient satisfaction is a relative phenomenon, which embodies the patient's perceived need, his expectations from the health system, and experience of health care. The main objective of conducting IPSS is to study and draw an action plan for CQI through patient feedback from the IPDs.In-patient Satisfaction level & In-patient’s Expectation from JDWNRH. Study Design: Descriptive cross-sectional study. Setting: Tertiary care at JDWNRH. Study Period: proposal writing for a month which started from mid- September till the mid of October. From 20th October to 16th November submission of the proposal was done and got approval. Data was collected from 16th November - 22nd November and data analysis and report writing was carried out after a week of data collection..Material & Methods: A sample of 256 patients was selected by employing convenience sampling technique. The patients were interviewed and data was collected using a standard survey questionnaire. Data was analyzed using the statistical package for social sciences (SPSS) version 22.00. Data was presented in figures and tables. It was described using frequencies, percentages and mean. Results: The inpatient satisfaction scored an overall of 88.69%. It was found that there was a high satisfaction level based on the questions poised (above 90%) which included the friendliness of the staff, information and care provided, cleanliness of the wards and linens, and promptness to the response to complaints. Control of noise, cleanliness of the toilets were found to be satisfactory, achieving above 80%. The quality of meals provided in the hospital received the lowest score of 72%. Conclusions: The survey showed that there is slight improvement compared to the record collected in 2019. It revealed that a patient's expectation is being fulfilled gradually and indicates that overall quality of services is maintained consistently at JDWNRH.