A statistical survey report to assess patient satisfaction with performance of hospital for service quality improvement

Aim: to analyze how satisfied patients are with the performance of hospital and which services need improvement. place of study: one of the private hospitals in lahore (surgimed hospital,gulberg v). surgimed hospital is 140 bedded hospital attached to lahore medical and dental college,lahore. this hospital houses medical,surgical,obstetrical/gynecological,orthopedics,e.n.t,urology,neurology,cardiology and pediatric department. duration of study: eight weeks during the months of june and july,2016. method: questionnaire was designed to assess the environment of hospital,doctor care,nursing care,aftercare and behavior of staff. the survey was conducted on in-house patients getting treatment in every surgical and medical department. there were total 32 questions about different service indicators i.e.,patient care from patient and doctors,patients experience,hospital environment,overall rating of hospital,understanding of care on leaving the hospital and patients' personal information etc. results: we got 124 complete questionnaires from patients and picked up 100 questionnaires randomly. conclusion: results of survey are satisfactory but there is always a room for improvement. by introducing more service indicators the customer satisfaction can be increased more.