New Delhi: Every fourth patient, who visited the premier All India Institute of Medical Sciences (AIIMS) in the national capital, is dissatisfied with the services offered at the medical institute; found the feedback mechanism under an initiative “Mera Aspataal”.
The feedback note from the government survey stated that the major cause for patient dissatisfaction stems from the behaviour of staff (35 per cent), followed by other reasons (34 per cent).
As much as 28 per cent of patients visiting the AIIMS are dissatisfied with treatment offered at its emergency and surgery departments, while 25 per cent of respondents were not happy with the services at the ENT department.
According to PTI, the feedback from patients was taken under an initiative “Mera Aspataal” (My Hospital) launched by Union Health Ministry in 2016 which aims at empowering the patients by seeking their views on the quality of experience in a public healthcare facility.
The survey has found that the behaviour of the staff towards the patients is a major cause of dissatisfaction among over a third of respondents, as per IANS.
It said that staff behaviour was a “major cause” of dissatisfaction among 35 per cent of nearly 9,940 patients who visited AIIMS between February to April this year adding that 23 per cent of the patients were not satisfied with the health care services offered at AIIMS with the majority of them expressing displeasure with services at the emergency, surgery, orthopaedic and obstetrics and gynaecology departments.
Quality of treatment and the cost of treatment was another cause of dissatisfaction among patients – (13 per cent and 12 per cent respectively). Cleanliness was the cause of dissatisfaction among six per cent of the patients, the note said.
Meanwhile, the cardiology department was rated the best among the hospital’s departments, with 84 per cent patients expressing satisfaction with its functioning. Cardiology is also one of the busiest departments of the hospital.
As many as 80 per cent of patients were satisfied with the eye care, paediatrics and psychiatry departments.
A total of 9,940 responses were received for the ‘Mera Aspataal’ feedback of AIIMS. The respondents of 15 departments contribute to 75 per cent of the total responses out of which the average patient satisfaction level was 76 per cent.