RESEARCH QUESTION:

What is the percentage satisfaction of the patient’s and their attendants in respect to various facilities at
lobby and reception area of Narayana Hospital, Jaipur?

OBJECTIVES:

. To evaluate the percentage of patient’s satisfaction regarding lobby and reception area at Narayana
Hospital, Jaipur.

. To study patient’s point of view regarding the suggestions for improvement of facilities in lobby and
reception area.

. To provide suggestions for improving the level of patient satisfaction in lobby and reception area.

METHODOLOGY:

Study Design And Method-

Type of study: Observational, Descriptive study

Study area: OPD area of Narayana Hospital, Jaipur

Duration of study: 1 week

Sampling:

Sampling design: Convenience Sampling

Sample size: 71

Inclusion criteria: All patients and their attendants coming to OPD for consultation.

Exclusion criteria: Patient’s coming for either PHC package or who are admitted.

Mode of data collection: Primary data through structured questionnaire.

DATA ANALYSIS:

1.The following graph shows the percentage of patient’s /attendants who were
assisted by the parking staff. It is seen that 38% of patient’s /attendants were
assisted while 62% were not assisted during parking.

ASSISTANCE DURING PARKING

38%
YES
NO
62%

2.The following graph shows the percentage of patient’s/attendants who were

greeted by the security guard. It is seen that 37% of patient’s /attendants were
assisted while 63% were not greeted.
GREETED BY SECURITY
GUARD
YES
37%

NO
63%

3. The following graph shows the percentage of patient’s /attendants who were
assisted by the security guard during entry and exit. It is seen that 38% of
patient’s /attendants were assisted while 69% were not assisted during entry and
exit.
 ASSISTANCE DURING ENTRY AND EXIT
YES
31%

NO
69%

4.The following graph shows the percentage of patient’s/attendants who were

greeted by registration staff. It is seen that 37% of patient’s /attendants were
assisted while 63% were not greeted by the staff.
GREETED BY REGISTRATION STAFF
32%
NO
YES
68%

5. The following graph shows the number of patient’s/attendants who were

satisfied by the signage’s present in lobby area. It is seen that 31 of patient’s
/attendants were dissatisfied, 28 gave a neutral response while 12 were satisfied.

SIGNAGE
40

30
29 28
20

10
2 10 2
0
Extremely Dissatiafied Neutral Satisfied Extremely
dissatisfied satisfied

6.The following graph shows the number of patient’s/attendants who were

satisfied by the billing time of registration and consultation in lobby area. It is
seen that 30 of patient’s /attendants were dissatisfied, 33 gave a neutral response
while 8 were satisfied.

BILLING TIME
35 33
30
25
25
20
15
10 7
5
5 1
0
Extremely Dissatiafied Neutral Satisfied Extremely
dissatisfied satisfied