1

INTRODUCTION

OVERVIEW OF THE HOSPITAL:

The Calcutta Medical Research Institute (CMRI) is one of the biggest multi-speciality hospitals in
Kolkata & is the flagship hospital of CK Birla Hospitals. For over 50 years this hospital has been
providing unmatched health care service to millions of patients from different parts of India and
neighbouring countries. Based on three key principles Clinical Excellence, Ethical Conduct and
Patient Centricity this hospital has several eminent physicians, surgeons and health care providers of
national and international repute. Apart from clinical excellence, patients experience care and
empathy from trained nurses which ensures holistic care for millions of patients who have come to us
over the years.
Centrally located in Kolkata with 440 beds and state-of-the-art infrastructure, CMRI is an ISO
9001:2008 certified hospitals accredited by the NABH, NABL and is recognised for its Quality
Healthcare Service Delivery.

The Calcutta Medical Research Institute

Location: 7, 2, Diamond Harbour Road, New Alipore, Kolkata, West Bengal 700027 Phone No.
09696886688 Website- cmri.ckbirlahospitals.com

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 SPECIALITY IN THE CALCUTTA MEDICAL RESEARCH INSTITUTE:

CMRI is a multi-specialty hospital so it having a wide range of special department, which functions
together to improve health of the people. The special departments of CMRI Hospital are as follows:

CLINICAL SERVICES:
 Anaesthesiology
 Clinical Haematology
 Critical Care- ICU, ICCU, NEURO ICU
 GI Endoscopy
 Dialysis
 Dermatology and Venereology
 Emergency Medicine
 Endocrinology
 Family Medicine
 General Medicine
 Medical Gastroenterology
 Neonatology
 Nephrology
 Neurosurgery
 Obstetrics and Gynaecology
 Physiotherapy
 Medical Oncology
 Surgical Oncology
 Ophthalmology
 Orthopaedic Surgery
 Otorhinolaryngology (ENT)
 Paediatrics
 Paediatrics Surgery
 Plastic and Reconstructive Surgery
 Psychiatry
 Respiratory Medicine
 Pulmonology
 Rheumatology
 Surgery
 Surgical Gastroenterology
 Thoracic Surgery
 Transplant Services

DIAGNOSTIC SERVICES:
 Urology

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  Dental
 BoneDensitometry
 CT-Scan
 Mammography
 MRI
 Ultra Sound
 X-Ray
 2D Echo
 Audiometry
 EEG
 ECG
 EMG/EP
 Halter Monitoring
 Spirometry
 Tread Mill Testing
 Urodynamic Studies
 PFT

LABORATORY SERVICES:
 Biochemistry
 Microbiology and Serology
 Clinical Pathology
 Cytopathology
 Haematology
 Histopathology

EXCLUSIONS:
 Interventional Cardiology
 Cardio Vascular Surgery
 Radiation Oncology

CENTRE OF EXCELLENCE:
 Orthopaedics & Joint Replacement
 Pulmonology
 General Surgery
 ENT-Otolaryngology
 Plastic & Cosmetic Surgery
 Neuro Sciences
 Gastro Sciences

STRUCTURE OF CMRI MULTI SPECIALITY

HOSPITAL:

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 CMRI Multi Specialty Hospital, is a Multi-speciality, 9 storied building. Different departments are
located on different floors of the hospital building as discussed below:

HOSPITAL OUTSIDE AREA:

 Security Table
 Parking Area
 Coffee Shop

HOSPITAL LAYOUT:

Ground Floor: 1st Floor: Upper Deck:

 Emergency  Speciality billing  Marketing
 TPA Desk  Speciality Clinic Department
 PAC  Ophthalmology  Patient
 Admission  Pulmonology Experience
 Pharmacy Department Department
 Pathology  Pathology Lab  Unit Head’s
 Dialysis Unit  Dermatology Office
 Help desk Department  Medical
 Radiology  Physiotherapy Administration
 Report  Orthopaedic Department
Delivery desk Department  Operations
 Pharmacy  GI Surgery Department
 Laundry Department  Kanchenjunga
 Temple  Neurology  Quality
 ENT Department
 Mortuary
 Oral  IT Department
 Covid-19
Vaccination Maxillofacial  Billing
Centre Department Department
 Department  Endocrinology  HR department
of Renal Department  Record Room
Science  Kitchen  Training Room
 Cardiology  Finance
Department Department
 Nursing
Department
 Operator Room

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2nd Floor:
 Operation Theatre
 OT waiting area
 Gastroenterology

3rd Floor:
 ICU 1
 KTU
 HDU
 General Ward (Non-AC)

4th Floor:
 RICU
 Bronchoscopy
 Female Ward
 Male Ward

5th Floor:
 Female AC ward
 Twin Sharing Rooms
 Labour Room
 Nursery
 NICU
 PICU

6th Floor:
 ICU
 Twin Sharing Rooms
 Oncology Unit
 Isolation Rooms

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7th Floor:
 ICU 2
 Executive Ward (Single rooms)
 Suite room

8th Floor:
Under Renovation

9th Floor:
 Medical Records Department
 Data Centre
 Staff cafeteria
 Corporate Office

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OVERVIEW OF PATIENT EXPECTATION DEPARTMENT:

Patient experience is becoming an increasingly important part of delivering quality care in hospitals.
Patient experience includes the range of interactions that patients have with the health care system, as
well as their care from health plans, and from doctors, nurses, and staff in hospitals, physician
practices, and other health care facilities. As an integral component of health care quality, patient
experience includes several aspects of health care delivery that patients value highly when they seek
and receive care, such as getting timely appointments, easy access to information, and good
communication with health care providers.

Patient experience and patient satisfaction are often used interchangeably, but there are notable
differences between these two terms. Patient satisfaction is about a patient’s expectations during a
care encounter and whether those expectations were met. It’s more subjective as patients have
different expectations. On the other hand, patient experience is more about what happened during a
care encounter, reducing patient suffering (both inherent and avoidable), and sparking quality
improvement. Patient experience also tends to be more objective, with options like a CAHPS survey
as a way to measure it.

In an hospital patient experience department plays a very crucial role in quality improvement. This
department can either be included in the quality department or can exists independently as a separate
department as in the case of CMRI Hospital.
The departments looks after gathering valuable information in the form of feedback from the patients
receiving service from the hospital and identifying areas where improvements can be made. The
departments collects feedback from patients who visit the hospital for consultation, gets admitted,
dialysis or health check-up and tries to get a knowledge where the patients are facing problems,
informs the concerned department and works together with them to improve the patients’
experiences.

The department undertakes all those activities through which they can improve the overall
experience of the patients and at the same time maintains transparency by informing the concerned
departments about the patient’s problems.

Role of Patient Experience Department:

The Patient Experience Department provides a point of contact for patients, their families and carers.
The department aims to:

• Listen to comments, concerns and complaints

• Answer queries and help resolve problems on behalf of patients, their families and carers
• Provide advice and support on how to make sure concerns and complaints are dealt with in a
satisfactory manner
• Liaise with departments to ensure concerns and complaints are dealt with and effectively responded
to.

Responsibilities of Patient Experience Department:

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The responsibilities of a patient experience department include the following:
 Managing all aspects of a patient’s experience, both concerning their treatment and their overall
stay at your healthcare facility.
 Communicating with patients to determine their needs and identify a path toward treatment and
progress.
 Empathizing with patient concerns on their path toward recovery, and helping them take steps to
replace anxiety with peace of mind.
 Corresponding with care providers like doctors and nurses, to familiarize them with individual
patient needs and preferences.
 Implementing patient-focused programs in a healthcare environment.
 Generating and delivering reports on patient progress, setbacks, and overall status.
 Working with other healthcare team members to address patient needs as part of their daily
processes.

Assignment of work responsibilities within the department:

There are currently five staffs working under PE Head Ms Sumana, Including myself there are Ms
Devika Mazumdar, Ms Megha Roy Chowdhury, Ms Sebanti Naha, Ms Sunaina Srivastava. We are
assigned specific work and are accountable for the respective duties. Megha, Sebanti, Sunaina and
myself look after the IP floors whereas Ms Devika is responsible for updating PDMS, Facility
rounds, Induction classes. Ms. Megha looks after the 7 th floor ICU and Executive Ward, along with
the she also looks after 3rd floor ward. Mrs. Sebanti looks after 6th floor ICU, Twin sharing rooms and
Onco unit. I, myself look after the 5th floor Twin sharing, labour room, paediatric ward and nursery,
along with that she also looks after 3rd floor ICU, HDU, PICU and NICU. Ms. Sunaina looks after the
4th floor general ward, RICU and along with that she also looks after dialysis and health check-up.
They also visit OPD turn wise during their assigned time hours.

Methods of collecting feedback:

1) Email: Feedback can be received through email where the patient or their companion sends a
mail regarding their experience at the hospital and concerns if any.

2) Website: Feedback can be received from the official website ckbirlahospitals.com > cmri, where
the patients share their experience and if any inconvenience faced during their visit.

3) Call centre: Feedback can also be received through the call centre where the patients call the
boardline number and the operators forward the call to the patient experience department and the
staffs assists the patients regarding their grievances.

4) Hand: Feedback is received in the form of letters or appreciation cards where the patients share
their experience at the hospital and appreciate anyone who has shown good behaviour or helped
them during their visit.

5) Verbal: Feedback is received in the form of verbal communicate when the staffs talk with the
patients regarding their experience at the hospital be it a positive or negative experience.

6) Social Media: Feedback can also be received in social media like Facebook, Instagram, Twitter,
etc. where the patients share information regarding their experience at the hospital.

7) Google Review: Feedback is received in the form of google reviews share by the patients in the
CMRI Kolkata website.

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 8) Ward round: Feedback is collected by the staffs during their ward rounds where they meet all
the patients in the floors in order to get an update on their experience and also if any kind of
inconvenience is faced by them during their stay.

Workflow of Patient Experience Department:

Daily Charter

New Admission Calling

Discharge Call Back

IPD Rounds
OPD
Health Check-Up
Feedback
Dialysis

ICU Rounds

Huddle

PDMS

1) Daily Charter:A daily charter is required to be maintained on daily basis where various numerical
data is required to be entered to the system, in a systematic order. Different data relating to different
location is required to be entered separately.

2) New Admission Calling: The next thing to do in the morning is to collect information regarding new
patients admitted in the hospital floor wise and take out prints of the same. The staffs make the
admission calls for their respective allocations. Through the calls they introduce themselves to the
patient’s family members and share their phone number in case of any kind of assistance needed
regarding the service part.

3) Discharge Call Back: After completing the admission calls, the staffs make calls to the patients who
were discharged four days ago, where they ask about the patient’s current status and how was their
overall experience and if they have any suggestions regarding the services.

4) Rounds: The staffs take daily rounds of their respective floors and interact with the patients on a daily
basis. They meet new patients, introduce themselves and stay updated on the existing patient. They
take rounds in the following areas:

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 a) IPD: They meet the inpatients which comprises of the patients admitted in the wards, ICU’s,
NICU, PICU, Onco Unit, single rooms, KTU, twin sharing rooms, labour room. They also meet
with day care patients who come for certain procedures, OT, injection, etc.

b) OPD: They meet the outpatients which comprises of the patients who visit the hospital for
consultation, tests, enquiry, radiology, etc.

c) Health Check-up: They also interact with the patients who come to the hospital for health check-
up.

d) Dialysis: They stay updated with the patients who come for dialysis and are treated as day care
patients.

5) Feedback: The next thing to do is to enter the feedback received in the whole day from the rounds in
IPD, OPD, health check-up and dialysis. If there are any concern or complaints raised by the patients
then those needs to be entered into the systems. Likewise, if there are any appreciation from the
patient’s side those also needs to be entered into the system.

6) ICU Rounds: Most of the patients in ICUs are not in a state to communicate so the staffs visit the
patients during visiting hours i.e., 3pm to 4pm, when their family members come to visit them so that
they can interact the family members to see if they are comfortable and satisfied.

7) Huddle: In the evening at 4:30pm, the staffs attend a huddle where the representatives of all the
service providing departments meet and suggest remedies and measures for the complaint or concern
they were informed during the morning rounds.

8) PDMS (Patient Delight Management System): In the evening after all the rounds and huddle is
done, all the staffs sit down and enter all the information received during the day, enter all the
concerns in the system and allocate them to their respective departments. Also the appreciations
received are allocated to the respective departments mentioning the name of the individuals about
whom the appreciation was received.

Things done by the Patient Experience department in order the enhance the patients’ experience
during their stay:
1) In- Patient Guide: This booklet provides all the information that will be required by the patients
during their stay at the hospital. It will guide and assist the patients regarding any queries they might
have.

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2) Drawing kit: Drawing kit is given to the children who are of the age of drawing, in order to deviate
their mind from their diseases and to keep them occupied.

3) Birthday Celebration: The patients whose birthday falls during their stay at the hospital, their
birthday is celebrated at the hospital by giving them a birthday card, a mug and caking cutting is also
done.

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4) Best Wishes Card: Best wishes cards are also given to patients who has stayed at the hospital for a
long time or have recovered from a severe disease. This is given to show how much the hospital
cares about the wellbeing of the patients and wish them good and healthy future.

5) Plant: Plants are also given to VIP/handle with care patients, who have stayed at the hospital for a
long time, who have suffered from severe diseases and recovered in the hospital, etc. It is given as a
token of love and support from the hospital towards the patient and theirfamily.

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6) Baby Gift: First Cry gifts are given to babies who are born at the hospital as a gesture of love and
well wishes to the new parents.

OVERVIEW OF THE STUDY:

This dissertation was conducted within the period of three months starting from 12 th March, 2023
to 12th June, 2023. During this period I received training in the hospital and was assigned in the
Patient Experience department where I was given certain tasks and gained a lot of practical
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 knowledge. During my training I conducted a study to assess the overall experience of the patients
during their visit to the hospital in OPD, IPD, Dialysis or Health Check-Up basis.

AIMS AND OBJECTIVES:

1. To get an idea about the overall experience of the patients at the hospital.

2. To study and analyse the positive and negative experience of the patients.

3. To determine how far are the services able to meet the expectations of the patients and how can
we further improve their experience.

4. To collect the voices of the patients, what they expect from the hospital.

5. To invite suggestions from the patients based on their experience.

6. To probe which are the areas where patients are facing problems and make necessary
improvement.

7. To utilise the data collected to interpret the result therefore.

PURPOSE OF RESEARCH:

1. To translate subjective results into meaningful, quantifiable and actionable data.

2. To determine which aspect of patients’ experience to measure, developing reliable and valid
questions, randomly sampling individuals from a within a patient population and using standard
techniques such as face to face interview.

PROBLEM BEING INVESTIGATED:

Nowadays the hospital industry is becoming a hospitality industry. The patients have high
expectations from the service providers. In order to understand what the patients except from a
certain facility and how far are the services of the facility are able to meet those expectations it is
important to undertake various surveys to collect feedback from the patients. From those
feedback we can gather and utilise valuable information.

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IMPORTANCE OF THE PROBLEM BEING INVESTIGATED:
Accurate patient experience survey can help in understanding how experiences can be improved.
It can contribute in enhancing patient loyalty, attracting new patients, improve clinical outcomes,
improve patient retention, improve retention, etc. It helps in identifying the strengths and
weakness of the hospital.

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 LITERATURE REVIEW:

1. Study on Patient Satisfaction in the Government Allopathic Health Facilities of

Lucknow District, India:Indian Journal of Community Medicine Vol. 34(1), 2009
January

Ranjeeta Kumari, M. Z. Idris, Vidya Bhusan, Anish Khanna, Monika Agarwal and S. K.
Singh

The aim of this study was to determine the areas and causes of low satisfaction among the
patients and suggest methods for improvement at four Government Allopathic Health
Facilities of Lucknow District, India. Multistage stratified random sampling was used to
select the government allopathic health facilities of Lucknow district and systematic random
sampling for the selection of the patients for the interview. The period of survey was from
May 2006 to August 2006. The data was analysed for 1625 patients only who had provided
the complete answers.
This study provided us with the certain areas that need corrective efforts to
improve hospitals’ service quality such as infrastructural and architectural changes. More
over waiting time also needs to be reduced.

2. Patient Satisfaction Survey among Inpatients in a Multispeciality Teaching Hospital,

South India: A Feedback Analysis: J P Journals - 10035-1090

Sathish Raju N, Jayati Bahuguna, Jagiri N Rao

The aim of this study was to study the level of satisfaction of inpatients in general wards at a
multispecialty teaching hospital, study the different factors affecting patient satisfaction, find
the causes for dissatisfaction, if any and suggest remedial measures for improvement of
services leading to better patient satisfaction. It is a hospital-based cross-sectional descriptive
study. The research was carried out among the patients who were previously admitted in
general wards of multispecialty teaching Hospital, Mysuru.
Major satisfiers were quality and behaviour of doctors, explanation about disease
and treatment by the doctors, courtesy of staff at the admission counter, behaviour of nurses,
timely discharge process. Dissatisfiers were lifted operators guidance, the behaviour of the
security guards, quality of food and dietary services. Explanation about hospital charges and
costs in the billing counter, cleanliness maintained.

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3. Patient Satisfaction Among OPD Attendees at a Secondary Care Hospital in Northern
India: Journal of Patient Experience, Vol. 9
Ravneet Kaur, Sashi Kant, Akhil Dhanesh Goel, Nitika Sharma
This study was carried out to assess the patient satisfaction level among the out-patient
department (OPD) attendees at a secondary care hospital in district Faridabad in northern
India. Cross-sectional study among patients attending OPD of a secondary care hospital. The
healthcare facility was a Sub-District Hospital (SDH) in district Faridabad, Haryana. The
sample size was 200. Systematic random sampling technique was used to select the study
participants. Every 10th registered patient was enrolled in the study
Majority of patients using out-patient services were satisfied with the health care received,
and with facilities such as drinking water and clean toilets. Majority of participants felt that
the consultation time given by doctors was adequate . The registration process needs to be
streamlined to reduce the waiting period. Also there is a need of reorientation training in
communication and interpersonal skills for all categories of health care staff.

4. A cross-sectional study on patient satisfaction in an Urban Health Care Centre of

Siliguri Municipal Corporation, Darjeeling, West Bengal: Medical Journal of Dr. D. Y.
Patil Vidyapeeth, Vol. 9

Sasthi Narayan Chakraborty, Sharmistha Bhattacherjee, Md Abdur Rahaman

This study aimed to assess the level of satisfaction of patients regarding the different aspects
of health care in an Urban Health Care Centre of Siliguri Municipal Corporation, Darjeeling,
West Bengal and to identify the reasons of dissatisfaction among patients in that urban health
care centre. A cross-sectional survey on 102 patients with a Patient Satisfaction
Questionnaire-18 was done. Systematic random sampling was adopted to draw samples.
Patient satisfaction was quite good in Dabgram Urban Health Centre of Siliguri Municipal
Corporation. Among the different domains of measurements of patient satisfaction, only time
spent with doctor was low. Doctor's time, lack of facility and poor quality of services were
the main reasons for dissatisfaction among few dissatisfied patients. The present study also
revealed that sociodemographic variables or previous exposure had no influential role in
determining patient satisfaction. The study findings can aid in the development of targeted,
objectively prioritized programs for the improvement of health care delivery in such centres.

5. A survey on indoor patient satisfaction in a private tertiary level

surgical hospital in central India: International Journal of Research in Medical
Sciences, Vol. 5(10)

Shantala S. Bhole, Sagarika S. Bhole, Sadashiv D. Bhole, Jayshree J. Upadhye

This survey was done in a super-speciality Uro-gynaecology hospital in Nagpur, Central

India to assess the patient satisfaction for indoor facilities. The present study was conducted
over a period of 4 months in 100 indoor patients. These patients were asked to fill up a
questionnaire just before they were discharged.

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 Patients are satisfied regarding the basic amenities of the hospital and the provision for water
and cleanliness levels. They are happy with the attitude and communication skills of the
doctors, they expressed satisfaction about the availability of in-house pharmacy too.

6. Patient’s experience of telemedicine during COVID-19 pandemic in a tertiary care

centre in North India: a telephonic survey
International Journal of Community Medicine And Public Health, Vol. 8

Amit Kumar Gupta, Sourabh Paul, Annanya Soni, Pramod Kumar, Banashree Nath, Arijit
Jotdar

This study aims understand the patients’ preferences for future incorporation of telemedicine
practice into the health care system, we conducted a survey via telephone/WhatsApp. A
structured survey questionnaire was administered via telephone/WhatsApp to patients
attending telemedicine consultation. Total 463 patients participated in the survey.
Patients reported satisfactory response using telemedicine during COVID-19 pandemic, but
felt the need of physical examination at least during first consultation. Telemedicine may be
suitable for screening, medium-term and long -term follow up. Easy and cheap availability of
internet is also an issue particularly in low income and rural population.

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 METHODOLOGY

KEY RESEARCH QUESTIONS:

The questioned in this study differs depending the type of patients being surveyed like OPD
patients, IPD patients, Dialysis patients and Health Check-up patients. But there are some
common questions which are mentioned below:

1. How was the overall experience with your visit?

2. How likely are you going to recommend C K Birla Hospitals to your family and friend?
3. How was the appointment booking experience?
4. How were your consultant?
5. How was ambience and the facilities?

STUDY SETTING:

This study was conducted at The Calcutta Medical Research Institute, a Multispeciality
Hospital in Kolkata. For the study I have collected feedback from patients visiting the
hospital for receiving services in outpatient department (OPD), in patient department (IPD),
health check-up and dialysis.

STUDY POPULATION:

For the purpose of this study, I have collected feedback from a total of 100 patients, so my
sample size is 100. My study area was divided into four parts, OPD, IPD, health check-up
and dialysis.

I have taken 50 samples from outpatient department, 35 samples from in patient department,
10 samples from dialysis and 5 samples from health check-up.

SAMPLING TECHNIQUE:

For choosing the samples for my study I have undertaking the method of systematic random
sampling.

DATA ANALYSIS

I. OPD

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 1. How was the overall experience with your visit?

TABLE 1.1
Percentage
Response No. of respondents (%)

Poor 0 0
Fair 1 2
Good 3 6
Very Good 17 34
Excellent 29 58

GRAPH 1.1

No. of respondents
35

30

25

20

15

10

0
Poor Fair Good Very Good Excellent

INTERPRETATION:
In the above graphical representation, we can see that 58% of the patients feel that the overall
experience with their visit was excellent, 34% of the patients feel very good, 6% of the patients
feel good, 2% of the patients feel fair.

2. How likely are you going to recommend C K Birla Hospitals to your family and
friends?

TABLE 1.2

No. of Percentag
Rating
Responses e (%)
10 31 62
9 10 20
21
 8 4 8
7 2 4
6 3 6
5 0 0
4 0 0
3 0 0
2 0 0
1 0 0
0 0 0

GRAPH: 1.2

No. of Respondents
35

30

25

20

15

10

0
1 2 3 4 5 6 7 8 9 10

INTERPRETATION:
From the above graphical representation, we can see that 62% of the patients are going to give
a 10 rating to the hospital when recommending it to their friends and family, 20% are going to
give a rating of 9, 8% are going to give a rating of 8, 4% are going to give a rating of 7 and 6
% are going to give a rating of 6.

3. How was your appointment booking experience?

TABLE 1.3

No. of
Response Percentage (%)
respondents
Poor 0 0

Fair 6 12

Good 5 10

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 Very Good 12 24

Excellent 27 54

GRAPH 1.3

No. of respondents
30

25

20

15

10

0
Poor Fair Good Very Good Excellent

INTERPRETATION:
In the above graphical representation, we can see that 54% of the patients feel that their
appointment booking experience was excellent,24% of the patients feel very good, 10% of the
patients feel good, 12% of the patients feel fair.

4. How was the front desk?

TABLE 1.4

Response No. of respondents Percentage (%)

Poor 0 0

Fair 6 12

Good 9 18

Very Good 11 22

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 Excellent 24 48

GRAPH 1.4

No. of respondents
30

25

20

15

10

0
Poor Fair Good Very Good Excellent

INTERPRETATION:
In the above graphical representation, we can see that 48% of the patients feel that the front desk
services were excellent,22% of the patients feel very good, 18% of the patients feel good, 12%
of the patients feel fair.

5. How was nursing service?

TABLE 1.5

No. of
Response Percentage (%)
respondents
Poor 0 0

Fair 0 0

Good 8 16

Very Good 10 20

Excellent 32 64

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 GRAPH 1.5

No. of respondents
35

30

25

20

15

10

0
Poor Fair Good Very Good Excellent

INTERPRETATION:
In the above graphical representation, we can see that 64% of the patients feel that the nursing service was
excellent,20% of the patients feel very good, 16% of the patients feel good.

6. How was the doctor’s consultation?

TABLE 1.6

No. of
Response Percentage (%)
respondents
Poor 0 0

Fair 0 0

Good 6 12

Very Good 8 16

Excellent 36 72

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 GRAPH 1.6

No. of respondents
40

35

30

25

20

15

10

0
Poor Fair Good Very Good Excellent

INTERPRETATION:
In the above graphical representation, we can see out that 72% of the patients feel that the doctor’s
consultation was excellent,16% of the patients feel very good, 12% of the patients feel good.

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 7. How were the support services like laboratory, radiology, pharmacy, etc.?

TABLE 1.7

No. of
Response Percentage (%)
respondents
Poor 0 0

Fair 6 12

Good 2 4

Very Good 14 28

Excellent 28 56

GRAPH 1.7

No. of respondents
30

25

20

15

10

0
Poor Fair Good Very Good Excellent

INTERPRETATION:
In the above graphical representation, we can see out that 56% of the patients feel that the support services
like laboratory, radiology, pharmacy, etc were excellent,28% of the patients feel very good, 4% of the
patients feel good, 12% of the patients feel fair.

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 8. How were the other services?

TABLE 1.8

No. of
Response Percentage (%)
respondents
Poor 0 0
Fair 0 0
Good 0 0
Very Good 18 36
Excellent 32 64

GRAPH 1.8

No. of respondents
35

30

25

20

15

10

0
Poor Fair Good Very Good Excellent

INTERPRETATION:
In the above graphical representation, we can see out that 64% of the patients feel that their other services
wereexcellent, 36% of the patients feel that their the other services was very good.

II. IPD:

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 1. How was the overall experience with your visit?

TABLE 2.1

No. of
Response Percentage (%)
respondents
Poor 0 0

Fair 2 5.71

Good 3 8.571

Very Good 12 34.28

Excellent 18 51.42

GRAPH 2.1

No. of respondents
20

18

16

14

12

10

0
Poor Fair Good Very Good Excellent

INTERPRETATION:
In the above graphical representation, we can see out that 51.42% of the patients feel that theiroverall
experience with visit was excellent, 34.28% of the patients feel that the visit experience was very good,
8.57% of the patients feel that the visit experience was good, 5.71% of the patients feel the visit experience
was fair.

29
 2. How likely are you going to recommend C K Birla Hospitals to your family and
friends?
TABLE 2.2

Percentage
Rating No. of Responses
(%)
10 28 56
9 12 24
8 3 6
7 4 8
6 3 6
5 0 0
4 0 0
3 0 0
2 0 0
1 0 0
0 0 0

GRAPH 2.2

No. of Respondents
30

25

20

15

10

0
1 2 3 4 5 6 7 8 9 10

INTERPRETATION:
From the above graphical representation, we can see that 56% of the patients are going to give a 10 rating to
the hospital when recommending it to their friends and family, 24% are going to give a rating of 9, 6% are
going to give a rating of 8, 8% are going to give a rating of 7 and 6 % are going to give a rating of 6.

30
 3. What did you like the most about us?

TABLE 2.3
No. of
Response Percentage (%)
respondents
Admission 5 14.28

Billing 2 5.71

Consultants 11 31.42

Nursing Care 8 22.85

Room and
6 17.14
Facilities
Food 1 2.85
Discharge 2 5.71

GRAPH 2.3

No. of respondents
12

10

0
Admission Billing Consultants Nursing Care Room and Food Discharge
Facilities

INTERPRETATION:
From the above graphical representation, we can see that 14.28% patients like the admission,
around 5.71% liked the billing, around 31.42% liked the consultants, around 22.85% liked the
nursing care, around 17.14% liked the room and facilities, around 2.85% liked the food and
around 5.71% liked the discharge.

31
 4. How was your admission?

TABLE2.4

No. of
Response Percentage (%)
respondents
Poor 0 0

Fair 0 0

Good 4 11.43

Very Good 12 34.28

Excellent 19 54.28

GRAPH2.4

No. of respondents
20

18

16

14

12

10

0
Poor Fair Good Very Good Excellent

INTERPRETATION:
In the above graphical representation, we can see out that 54.28% of the patients feel that their admission
process was excellent, 34.28% of the patients feel that their admission process was very good, 11.43% of the
patients feel that their admission process was good.

32
 5. How was your consultant?
TABLE 2.5

No. of
Response Percentage (%)
respondents
Poor 0 0

Fair 0 0

Good 3 6

Very Good 11 22

Excellent 36 72

GRAPH 2.5

No. of respondents
40

35

30 INTERPRETATION:
In 25 the above graphical
20 representation, we can
see out that 72% of the
15
patients feel that their
10 consultant was
5
excellent, 22% of the
patients feel that their
0 consultant was very
Poor Fair Good Very Good Excellent
good, 6% of the
patients feel that their consultant was good.

33
 6. How was your nursing care?

TABLE 2.6

No. of
Response Percentage (%)
respondents
Poor 0 0

Fair 3 8.57

Good 5 14.28

Very Good 8 22.85

Excellent 19 54.28

GRAPH 2.6

No. of respondents
20

18 INTERPRETATION:
16
In the above graphical
14
representation, we can
12
see out that 54.28% of
10
the patients feel that
8 the nursing care was
6 excellent, 22.85% of
4 the patients feel that
2 the nursing care was
0
very good, 14.28% of
Poor Fair Good Very Good Excellent
the patients feel that
the nursing care was good and 8.57% of the patients feel that the nursing care was fair.

34
 7. How was your room and facilities?

TABLE 2.7
No. of
Response Percentage (%)
respondents
Poor 0 0

Fair 4 11.42

Good 5 14.28

Very Good 9 25.71

Excellent 17 48.57

GRAPH 2.7

No. of respondents
18

16

14

12

10

0
Poor Fair Good Very Good Excellent

INTERPRETATION:
In the above graphical representation, we can see out that 48.57% of the patients feel that their room and
facilities was excellent, 25.71% of the patients feel that their room and facilities was very good, 14.28% of
the patients feel that their room and facilities was good and 11.42% of the patients feel that their room and
facilities was fair.

35
 8. How was your food?

TABLE 2.8

No. of
Response Percentage (%)
respondents
Poor 0 0

Fair 5 14.28

Good 7 20

Very Good 10 28.57

Excellent 13 37.14

GRAPH 2.8

No. of respondents
14

12

10

0
Poor Fair Good Very Good Excellent

INTERPRETATION:
In the above graphical representation, we can see out that 37.14% of the patients feel that their food was
excellent, 28.57% of the patients feel that their food was very good, 20% of the patients feel that their food
was good and 14.28% of the patients feel that their food was fair.

9. How was your discharge?

36
 TABLE 2.9

Response No. of respondents Percentage (%)

Poor 0 0

Fair 8 22.85

Good 6 17.14

Very Good 9 25.71

Excellent 12 34.28

GRAPH 2.9

No. of respondents
14

12
INTERPRETATION:
In 10
the above graphical
representation, we can
see 8 out of 35, ICU was
applicable for 20
6
patients of which
4 34.28% of the patients
feel their discharge process
was 2 excellent, 25% of the
0
patients feel that their
Poor Fair Good Very Good Excellent
discharge process was
very good, 17.14% of the patients feel thattheir discharge process was good and 22.85% of the patients feel
that their discharge process was fair.

10. How was ICU service (if applicable)?

TABLE 2.10

No. of
Response Percentage (%)
respondents
Poor 0 0

37
 Fair 2 10

Good 4 20

Very Good 5 25

Excellent 9 45

GRAPH 2.10

No. of respondents
10

0
Poor Fair Good Very Good Excellent

INTERPRETATION:

In the above graphical representation, we can see out of 35, ICU was applicable for 20 patients of which
45% of the patients feel that their ICU service was excellent, 25% of the patients feel that their ICU service
was very good, 20% of the patients feel the ICU service was good and 10% of the patients feel that the ICU
services were fair.

III. Dialysis:

1. How was the overall experience with your visit?

TABLE 3.1 No. of Percentage

Response (%)
respondents
Poor 0 0

Fair 0 0

Good 2 20 38
Very Good 3 30

Excellent 5 50
 GRAPH 3.1

No. of respondents
6

0
Poor Fair Good Very Good Excellent

INTERPRETATION:
From the above graphical representation, we can see that 50% of the patients feel that theoverall
experience with their visit was excellent, 30% feel that the overall experience with their visit was very
good,20% feel that the overall experience with their visit was good.

2. How likely are you going to recommend C K Birla Hospitals to your family and friends?

TABLE 3.2
Percentage
Rating No. of Responses
(%)
10 5 50
9 2 20
8 2 20
7 1 10
6 0 0
5 0 0
4 0 0
3 0 0
39
 2 0 0
1 0 0
0 0 0

GRAPH 3.2

No. of Respondents
6

0
1 2 3 4 5 6 7 8 9 10

INTERPRETATION:
From the above graphical representation, we can see that 50% of the patients are going to give a 10
rating to the hospital when recommending it to their friends and family, 20% are going to give a rating
of 9, 20% are going to give a rating of 8, 10% are going to give a rating of 7.

40
 3. How was the registration and billing experience?

TABLE 3.3

No. of
Response Percentage (%)
respondents
Poor 0 0

Fair 0 0

Good 0 0

Very Good 3 30

Excellent 7 70

GRAPH 3.3

No. of respondents
8

0
Poor Fair Good Very Good Excellent

INTERPRETATION:
From the above graphical representation, we can see that 70% of the patients feel that the registration
and billing experience was excellent, 30% feel that theregistration and billing experience was very
good.

41
 4.How was the dialysis treatment experience?

TABLE 3.4

No. of
Response Percentage (%)
respondents
Poor 0 0

Fair 0 0

Good 0 0

Very Good 4 40

Excellent 6 60

GRAPH 3.4

No. of respondents
7

0
Poor Fair Good Very Good Excellent

INTERPRETATION:
From the above graphical representation, we can see that 60% of the patients feel that thedialysis
treatment experience was excellent, 40% feel that thedialysis treatment experience was very good.

5.How were the other services?

42
 TABLE 3.5

No. of
Response Percentage (%)
respondents
Poor 0 0

Fair 3 30

Good 1 10

Very Good 2 20

Excellent 4 40

GRAPH 3.5

No. of respondents
4.5

3.5

2.5

1.5

0.5

0
Poor Fair Good Very Good Excellent

INTERPRETATION:
From the above graphical representation, we can see that 40% of the patientsfeel that the other services were
excellent, 20% feel that the other services werevery good,10% feel that the other services were good ,30%
feel that the other services were fair.

IV. Health Check-up:

43
 1. How was the overall experience with your visit?
TABLE 4.1

Response No. of respondents Percentage (%)

Poor 0 0

Fair 0 0

Good 1 20

Very Good 1 20

Excellent 3 60

GRAPH 4.1

No. of respondents
3.5

2.5

2
INTERPRETATION:
1.5
From the above graphical
representation, we can 1
see that 60% of the 0.5
patients feel that their
overall experience was 0 Poor Fair Good Very Good Excellent
excellent, 20% of the
patients feel that their overall experience was very good and 20% of the patients feel their overall
experience was good.

2. How likely are you going to recommend C K Birla Hospitals to your family and friends?

TABLE 4.2

No. of
Response Percentage (%)
respondents
Poor 0 0

44
 Fair 0 0

Good 1 20

Very Good 1 20

Excellent 3 60

GRAPH 4.2

No. of respondents
3.5

2.5

1.5

0.5

0
Poor Fair Good Very Good Excellent

INTERPRETATION:
From the above graphical representation, we can see that 60% of the patients feel that the appointment
booking experience was excellent, 40% feel they are very good.

45
 3. How was the appointment booking experience?

TABLE 4.3

No. of
Response Percentage (%)
respondents
Poor 0 0

Fair 0 0

Good 0 0

Very Good 2 40

Excellent 3 60

GRAPH 4.3

No. of respondents
3.5

3 INTERPRETATION:
From 2.5 the above graphical
representation, we can
see 2 that 60% of the patients
feel 1.5
that the appointment
booking experiencewas
1 excellent, 40% feel they
are very good.
0.5

0
Poor Fair Good Very Good Excellent

46
 4. How was the preventative health check-up?

TABLE 4.4

No. of
Response Percentage (%)
respondents
Poor 0 0
Fair 0 0
Good 0 0
Very Good 2 40
Excellent 3 60

GRAPH 4.4

No. of respondents
3.5

2.5

1.5

0.5

0
Poor Fair Good Very Good Excellent

INTERPRETATION:
From the above graphical representation, we can see that 60% of the patients feel that their health check-
up was excellent, 40% feel they are very good.

47
 5. How was the consultant?

TABLE 4.5

No. of Percentage
Response (%)
respondents
Poor 0 0

Fair 0 0

Good 0 0

Very Good 1 20

Excellent 4 80

GRAPH 4.5

No. of respondents
4.5

3.5

2.5

1.5

0.5

0
Poor Fair Good Very Good Excellent

INTERPRETATION:
From the above graphical representation, we can see that 80% of the patients feel that consultants are
excellent, 20% feel they are very good.

48
 6. How were the other services?

TABLE 4.6

No. of
Response Percentage (%)
respondents
Poor 0 0
Fair 0 0
Good 1 20
Very Good 1 20
Excellent 3 60

GRAPH 4.6

No. of respondents
3.5

2.5

1.5

0.5

0
Poor Fair Good Very Good Excellent

INTERPRETATION:
From the above graphical representation, we can see that 60% of the patients feel that other services
like food, ambience, staff behaviour are excellent, 20% feel they are very good and another 20%
feel they good.

49
NET PROMOTER SCORE AND PATIENT SATISFACTION INDEX SCORE OF
PATIENT EXPERIENCE DEPARTMENT FOR THE LAST 9 WEEKS:

From 27th March, 2024 to 2ndApril, 2024: -

NPS Score

Net Promoter Score

27-03-2024 to 02-04-2024
Category
Count Percentage

Detractor 3 3

Passive 12 10

Promoter 105 88

Total 120 101

PSAT Score

Net Promoter Score

27-03-2024 to 02-04-2024
Category
Count Percentage

Excellent 72 60

Very Good 36 36

Good 10 8

Fair 0 0

Poor 2 2

Total 120 100

From 3rdApril, 2024 to 9thApril, 2024: -

NPS Score

50
 Net Promoter Score

03-04-2024 to 09-04-2024
Category
Count Percentage

Detractor 9 5

Passive 25 13

Promoter 162 83

Total 196 101

PSAT Score

Patient Satisfaction Index

03-04-2024 to 09-04-2024
Category
Count Percentage

Excellent 76 49

Very Good 71 71

Good 8 5

Fair 1 1

Poor 0 0

Total 120 100

From 10th April, 2024 to 16th April, 2024: -

NPS Score

Net Promoter Score

51
 10-04-2024 to 16-04-2024
Category
Count Percentage

Detractor 12 15

Passive 25 31

Promoter 43 54

Total 80 100

PSAT Score

Patient Satisfaction Index

10-04-2024 to 16-04-2024
Category
Count Percentage

Excellent 21 32

Very Good 26 26

Good 11 17

Fair 5 8

Poor 3 5

Total 66 101

From 17th April, 2024 to 23th April, 2024: -

NPS Score

Net Promoter Score

52
 17-04-2024 to 23-04-2024
Category
Count Percentage

Detractor 17 5

Passive 30 9

Promoter 290 86

Total 337 100

PSAT Score

Patient Satisfaction Index

17-04-2024 to 23-04-2024
Category
Count Percentage

Excellent 21 32

Very Good 26 26

Good 11 17

Fair 5 8

Poor 3 5

Total 66 101

From 24th April, 2024 to 30th April, 2024: -

NPS Score

Net Promoter Score

53
 24-04-2024 to 30-04-2024
Category
Count Percentage

Detractor 22 2

Passive 162 12

Promoter 1215 87

Total 1399 101

PSAT Score

Patient Satisfaction Index

24-04-2024 to 30-04-2024
Category
Count Percentage

Excellent 900 64

Very Good 258 258

Good 232 17

Fair 4 0

Poor 8 1

Total 1402 100

From 1st May, 2024 to 7th May, 2024: -

NPS Score

Net Promoter Score

54
 01-05-2024 to 07-05-2024
Category
Count Percentage

Detractor 32 5

Passive 98 14

Promoter 559 81

Total 689 100

PSAT Score

Patient Satisfaction Index

01-05-2024 to 07-05-2024
Category
Count Percentage

Excellent 409 59

Very Good 183 183

Good 76 11

Fair 9 1

Poor 12 2

Total 689 100

From 8th May, 2024 to 14th May, 2024: -

NPS Score

Net Promoter Score

55
 08-05-2024 to 14-05-2024
Category
Count Percentage

Detractor 13 2

Passive 70 11

Promoter 542 87

Total 625 100

PSAT Score

Patient Satisfaction Index

08-05-2024 to 14-05-2024
Category
Count Percentage

Excellent 390 62

Very Good 190 190

Good 39 6

Fair 3 0

Poor 3 0

Total 625 96

From 15th May, 2024 to 21st May, 2024: -

NPS Score

Net Promoter Score

56
 15-05-2024 to 21-05-2024
Category
Count Percentage

Detractor 14 1

Passive 92 10

Promoter 834 89

Total 940 100

PSAT Score

Patient Satisfaction Index

15-05-2024 to 21-05-2024
Category
Count Percentage

Excellent 632 67

Very Good 253 253

Good 43 5

Fair 5 1

Poor 7 1

Total 940 101

Terms used in the above tables:

1. Net Promoter Score: It is a measure used to gauge patient loyalty, satisfaction and
enthusiasm with the hospital which is calculated by analysing the response of the patients.

2. Patient Satisfaction: It shows much the patients are satisfied with the services provided by
the hospital. It also takes into account does the services rendered by the hospital meet the
expectations of the people.

3. Detractor: It represents the patients who are not satisfied with the services of the hospital
and are not willing to recommend the hospital to their family and friends. They are likely to
detach themselves from the hospital.

57
 4. Passive: It represents the patients who are mildly satisfied with the services but are not that
vocal about the hospital and will not actively promote the hospital.

5. Promoter: It represents the patients who are very much satisfied with the services of the
hospital and are actively going to recommend the hospital to their family and friends.

DATA INTERPRETATION

OPD:

By analysing the data obtained from the survey on OPD patients we came to know that though most of their
experiences are good, still there are certain areas where they are facing issues. These are listed down below:

6. Some patients are facing problems in booking appointments by calling at the board line
number as sometimes they are not getting connected or are not provided adequate
information.

7. A number of patients feel that billing section is not well managed because when there is
high footfall in the OPD there are chaos and confusion and the procedure takes a lot of
time.

58
 8. Some patients also spoke about their inconveniences as they was inadequate
communication from the side of front desk staff who were unable to provide proper
guidance.

9. Patients were also seen having bad experience due to inadequate sitting arrangements near
the OPD chambers.

10. The patients are mostly satisfaction their consultation with the doctors.

11. They also appreciate the ambience and environment of the hospital.

12. Some of the patients find that there could be better communication regarding the tests and
diagnostics and find that there is delay in report delivery.

IPD:

By analysing the data obtained from the survey on OPD patients we came to know that though most of their
experiences are good, still there are certain areas where they are facing issues. These are listed down below:

1. Some patients who find that there are a lot of paper works that needs to be done which
makes the process very lengthy.

2. During their stay the patients face the problem of delayed services from the nursing staff
but gradually when we move towards the upper floors the rate of these problem decreases.

3. The next area of concern is the facilities and environment of the rooms where the key
players are the housekeeping and maintenance staff. Delay in response is another prominent
factor.

59
 4. The patients also showed their concern regarding the food being provided both quality and
quantity wise. Most of them said that the food menu remained the same all the time, while
some complained that the diet given by dietician was not being followed.

5. Most of the patients were satisfied with their ICU stay.

6. The most crucial area where the patients were unhappy was at the time of discharge. Cash
patients don’t usually face this problem but cashless patients face a lot of problem during
discharge as intimation needs to be sent and cleared should be received from their
respective companies. This consumes a lot of time.

DIALYSIS:

By analysing the data obtained from the survey on Dialysis patients we came to know the following:

1. The patients who come for dialysis are mostly satisfied with the services.

2. They are satisfied with the procedure, the facilities and the consultations.

3. There is however only one area where most of the patients have complained about the same
thing that being the food provided during their visit. The food provided is not according to
the liking of the patients both quality and quantity wise.

4. If this area is better managed then almost all the patients will be satisfied with the services.

60
HEALTH CHECK-UP:

By analysing the data obtained from the survey on Health Check-up patients we came to know that though
most of their experiences are good, still there are certain areas where they are facing issues. These are listed
down below:

1. Some of the patients spoke about the difficulties faced by them with respect to the
guidance which they did not receive during their visit. The patients who come in for
check-up need to keep moving from one place to another, which is why they need some
to guide and coordinate with them regarding where to go for which test. And some of
them found this missing.

2. The next thing the patients were facing problem was with the delay in starting of the
procedure, as they were given a specific time to report to the relevant counter but they
found that the process didn’t start at the specified time.

3. Another concern the patients showed was the quality and quantity of breakfast provided
during their visit.

61
 FINDING:

The findings of the study carried out at the hospital are illustrated as follows:
I. Patients are facing problems while trying to book an appointment as they are not being properly
assisted by the operators.

II. The waiting time for consulting with doctors is high so the time taken by the doctors to see one
patient should be accurately analysed and the appointment times should be given keeping in mind the
time taken and the sequence.

III. The front desk executives play an important role in communicating and guiding the patients so they
be more careful while communicating and directing the patients and moreover there should be proper
communication among the executives as well.

IV. The patients feel that the admission and discharge procedures consume a lot of time as there are a lot
of paperwork that needs to be done and they feel unnecessary procedures should be removed.

V. It is also seen that there is a delay in response in terms of nursing staff which can be due to shortage
of staffs or inappropriate nurse to patient ratio.

VI. Some of the patients also complained about the food, where vegetarians were served non- vegetarian
food which should be avoided as much as possible. Most of the patients preferred that there should
be change in the menu from time to time as they get bored eating the same thing in lunch and dinner.

VII. Patients also complained about their TV not working as well as the telephone, some also complained
about taps and pipes in washroom. The maintenance staffs should be more prompt and try to reduce
breakdowns before they happen.

VIII. We also came across patients who were not happy with the food provided for dialysis and health
check-up patients.
62
IX. The health check-up patients also shared their experience regarding inadequate coordination and
guidance received during their visit, they had to move from one place to another within proper
guidance.

LIMITATIONS OF THE STUDY:

While conducting the survey the following limitations were faced:

 Language: Language acted as a barrier in getting responses from the patients because some of
the patients were only comfortable in Bengali and didn’t understand Hindi or English due to
which I faced problem in communicating with them.

 Technology: Some of the patients were not well acquainted with technology due to which
they were not able to give their genuine feedback on a tablet.

 Not in the state to respond (physically): Sometimes the patients are not in the state to respond
to the questions due to which we were not able to get information from them.

 Mentally unfit: Sometimes the patients are not in a mental state to response to the questions
due to which accurate results cannot be derived.

 Time Factor: Sometimes the patients are in a rush or preoccupied with other things due to
which they do not participate in the survey or do not provide full information.

 Interruptions: Sometimes the patients are interrupted while they are responding to the
questions due to which the information provided is incomplete.

63
STRENGHTS OF THE STUDY:
They following are the strengths of the survey:

 Reliable: This study was done by collecting information from primary sources directly due to which
there are less chances of mistakes or misinterpretation as compared to secondary sources.

 Direct contact: When the interaction is face to face, the patients can better express their opinions and
view due to the responses are accurate and genuine. The patients are given assurance that their
feedback will be properly utilised and they can rely on the person enquiring them.

 Convenient: It is convenient to collect data as we can approach the patients and asked the questions
and assist them during any queries they have regarding the questions.

 Transparency: There is transparency regarding the information received and the allocation of
appreciation and complaints to the respective departments.

64
CONCLUSION:

This study was conducted at The Calcutta Medical Research Institute, Kolkata where data was collected
from patients, who were from different locations and the types were selected randomly for the purpose of
this survey.

A total of 100 patients were surveyed to get an idea of the overall experience of the patients visiting the
hospital. 50 patients were from outpatient department, 35 patients were from in patient department, 10
patients were from dialysis and 5 patients were from health check-up.

The patients were given a questionnaire where they had to answer certain question like their overall
experience with their visit, how likely are they going to recommend the hospital to their friends and family,
the front desk, support services, appointment booking experience, consultation, nursing service, food, room
and facilities, etc.

From the data received during the study and their interpretation we can see that most of the patients were
satisfied with the services provided by the hospital where some of the main contributors were the
consultants, the nursing staffs, the coordinators, the housekeeping staffs, etc. Still there are area which
negatively impacted the patients’ experiences like food, communication, coordination, sitting arrangements,
inhouse cafeteria, maintenance, admission and discharge procedures, etc. Such area should be given more
importance and measures should be taken the reduce the inconveniences faced by the patients.

If these few areas could be improved then the overall patient experience could be enhanced. This will help in
the improvement of overall quality of services of the hospital, increase patient loyalty, bring in new patients,
enhance the hospital’s goodwill, and will in turn increase its earnings.

SUPPLEMENTARY:

STUDY INSTRUMENTS:Questionnaire

65
 OUESTIONNAIRE-

OPD:
1) How was the overall experience with your visit?
•Poor •Fair •Good •Very •Excellent
Good

2) How likely are you going to recommend C K Birla Hospitals to your family and friends?

3) How was your appointment booking experience?

•Poor •Fair •Good •Very •Excellent
Good

4) How was the front desk?

•Poor •Fair •Good •Very •Excellent
Good

5) How was nursing service?

•Poor •Fair •Good •Very •Excellent
Good

6) How was the doctor’s consultation?

•Poor •Fair •Good •Very •Excellent
Good

66
7) How were the support services like laboratory, radiology, pharmacy, etc.?
•Poor •Fair •Good •Very •Excellent
Good

8) How were the other services?

•Poor •Fair •Good •Very •Excellent
Good

IPD:

1) How was your appointment booking experience?

•Poor •Fair •Good •Very •Excellent
Good

67
2) How likely are you going to recommend C K Birla Hospitals to your family and friends?

3) What did you like the most about us?

 Admission
 Billing
 Consultants
 Nursing care
 Room and Facilities
 Food
 Discharge

4) How was your admission?

•Poor •Fair •Good •Very •Excellent
Good

5) How was your consultant?

•Poor •Fair •Good •Very •Excellent
Good

6) How was your nursing care?

•Poor •Fair •Good •Very •Excellent
Good

68
7) How was your room and facilities?
•Poor •Fair •Good •Very •Excellent
Good

8) How was your food?

•Poor •Fair •Good •Very •Excellent
Good

9) How was your discharge?

•Poor •Fair •Good •Very •Excellent
Good

10) How was ICU service (if applicable)?

•Poor •Fair •Good •Very •Excellent
Good

DIALYSIS:

1) How was the overall experience with your visit?

•Poor •Fair •Good •Very •Excellent
Good

69
2) How likely are you going to recommend C K Birla Hospitals to your family and friends?

3) How was the registration and billing experience?

•Poor •Fair •Good •Very •Excellent
Good

4) How was the dialysis treatment experience?

•Poor •Fair •Good •Very •Excellent
Good

5) How were the other services?

•Poor •Fair •Good •Very •Excellent
Good

70
 HEALTH CHECK-UP:
1) How was the overall experience with your visit?
•Poor •Fair •Good •Very •Excellent
Good

2) How likely are you going to recommend C K Birla Hospitals to your family and friends?

3) How was the appointment booking experience?

•Poor •Fair •Good •Very •Excellent
Good

4) How was the preventative health check-up?

•Poor •Fair •Good •Very •Excellent
Good

5) How was the consultant?

•Poor •Fair •Good •Very •Excellent
Good

6) How were the other services?

•Poor •Fair •Good •Very •Excellent
Good

CITATION:

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