Ranking of Hospitals: AIIMS ranked 1st in NIRF Ranking but 14th on Mera Aspataal App
New Delhi: Through a recent reply answer to the question in Lok Sabha, the Minister of State (Health and Family Welfare), Sh Ashwini Kumar Choubey informed about the Ranking of Hospitals, prominently informing about the position of AIIMS in those rankings.
The minister informed that government has not conducted any survey for ranking of Hospitals in the country. However, there is one IT-based ‘Mera Aspataal application’ to collect patients’ feedback about their experiences in public health facilities including AIIMS Delhi.
As per patient feedback results analyzed in Mera Aspataal Application in December 2018, AIIMS Delhi is ranked 14th among 22 Central Govt. of Hospitals integrated with Mera Aspataal application in the country.
The ranking in the Mera Aspataal Application for the facilities is done on the basis of Patient Satisfaction Score (PSS). The PSS is calculated as the weighted average of the number of satisfied and dissatisfied patients based on the feedback collected in a particular facility. The ranking keeps changing every month based on the feedback received from the patients.
However, as per National Institute Ranking Framework of Ministry of Human Resource Development, AIIMS, Delhi has been ranked as number one institute. The Mera Aspatial Initiative was launched precisely to find a mechanism to gauze patient reaction to the services offered in the hospital and help improve the services by taking corrective measures.
As per the performance analysis report of Mera Aspataal for period Sept-2016 to Jan-2019, 24 per cent of patients were dissatisfied with the services offered at the public health facilities. Major Reasons for dissatisfaction were staff behaviour, cost of treatment & cleanliness issues and other reasons like long waiting time, overcrowding, inadequate information, lack of amenities, etc.
The patients' feedback including, areas requiring improvement are shared with the respective State Govts. and Central Govt. hospitals for ensuring remedial follow-up actions.
As reported by some of the hospitals, they are reviewing the feedback regularly with the concerned HODs and senior Administrators and taking corrective steps like sensitizing staff to be polite towards patients and give a patient hearing to their problems, maintain cleanliness in the hospital premises, prescribe drugs available in the pharmacy and investigations available in the hospitals. They are also taking steps to ensure minimum waiting time for patients for accessing various services.
