Open Access: View PDF

DOI: http://dx.doi.org/10.21088/ijem.2395.311X.3217.10

Abstract

Introduction: As the patients are the consumers of a Hospital. There is huge importance of evaluating patient services from consumer’s perspective. If we compare what people expected about a health care service with their real experiences, it has been found to influence their over all satisfaction. Aim & Objective: of this study was to find out in which parameters the expectations are high and what are the unmet expectations with respect to the Emergency Department. So that Hospital can find out ways of improvement of the same. Material & Method: Individuals were given pre and post ED visit 12 preformed questionnaires & individual perception scores of questions have statistically analyzed. Results & Discussion: It was found that out of 12 only in 3 questions the post visit experience superseded the previsit expectations. Conclusion: This study gives a scope of discussion for further improvement in quality of healthcare provided in the tertiary healthcare center & paves a path for further studies to occur and help to make policies to give better patient care.

Keywords: Healthcare; Emergency; Intensive Care. 

Corresponding Author : Saptarshi Saha, Associate Consultant, Department of Emergency Medicine, The Institute of Emergency and Trauma care, Peerless Hospital and B.K. Roy Research Center, Kolkata, West Bengal 700094, India.