Survey on Patient Satisfaction with Home Care Services
Home healthcare involves providing comprehensive health services in a patient's own residence to promote, maintain, or restore health. This survey aims to assess patient satisfaction and disease profile, and identify gaps in home care services. The study was conducted from April 1st to June 15th, 2021, using a descriptive and cross-sectional design, with data collected from patients availing home care services. Primary data collection methods included administering a survey through a semi-structured questionnaire to 100 participants via Google Form, WhatsApp/Email, and telephonic conversation. Results analysis includes data on study participant demographics, service types utilized, staff communication, service duration, and awareness sources for home care services.
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SURVEY ON PATIENT SATISFACTION ON HOME CARE SERVICES Mentor : Dr. Rupsa Banerjee Assistant Professor IIHMR, Delhi Submitted By : Shivam Verma (073)
INTRODUCTION Home healthcare is the provision of comprehensive health services in patient s own residence. It is done for the purpose of promoting, maintaining, or restoring health or minimizing the effects of illness and disability.
INTRODUCTION Services which are included in the home care : 1. Attendant and Nurses 2. Rehabilitaion Services 3. Physiotherapist 4. Home based critical care 5. Digital Rehabilitation 6. Diagnostis services
OBJECTIVES OF THE STUDY To assess patient satisfaction on home care services provided by healthcare at home. To assess the disease profile of patients availing home care services. To understand the gaps in home care services
METHODOLOGY Study Design: Descriptive and cross sectional study Study Period: The study was conducted from 1th April to 15th June 2021. Study Area: The data was collected from Patients using questionnaire and validated scale was used to describe the satisfaction levels Study population : Patients availing home care services from HCAH. .
METHODOLOGY Study Variables : Patient satisfaction Methods of data collection : Primary data was collected. A survey was administered by semi structure questionnaire. 100 Participants were surveyed through a Google Form and the survey was sent to in Google Form through WhatsApp/ Email and telephonic conversation.
RESULT Figure 1 : Distribution of study participants according to age. Figure 2 : Distribution of study participants according to gender. Figure 3 : what type of service have you taken? 35 32 28 70 64 30 50 60 25 44 20 50 20 40 16 36 40 28 15 30 30 10 16 20 4 12 20 5 10 10 0 0 0 0 <20 21-40 41-60 61-80 80 and above Nurse Attendant Physio All of the above Male Female Prefer not to say Figure 5 : During the service did the medical staff informed you when he/she will arrive.? Figure 16 : For how much time period did you use the service? Figure 4 : From where did you get to know about HCAH? 70 60 100 60 88 90 80 72 50 80 70 40 70 60 28 60 30 50 50 40 20 12 40 30 10 16 30 20 0 8 4 20 12 0 10 Less than 1 month One month - two months 3 months - 4 months More than 5 months 10 0 0 Doctors Word of mouth Online Friends/ family advertisement Yes No
RESULT SCALES AVERAGE OF ITEMS ITEM NUMBER ORIGINAL RESPONSE VALUE SCORED VALUE General Satisfaction 17 Technical Quality 6, 10 6,7,8,10,11,1 2,14,15,17 1 (Strongly agree) 2 ( Agree) 3 (Uncertain) 4 (Disagree) 5 (Strongly Disagree) 5 4 3 2 1 Interpersonal Manner 13 Communication 7, 8 , 14 Financial Aspect 9, 11 9,13,18 1 (Strongly agree) 2 ( Agree) 3 (Uncertain) 4 (Disagree) 5 (Strongly Disagree) 1 2 3 4 5 Time Spent With Doctor 15 Accessibility With Convenience 12, 18
RESULT SCORE Accessibility With Convenience Time Spent With Doctor Financial Aspect Communication Interpersonal Manner Technical Quality General Satisfaction 0 0.5 1 1.5 2 2.5 3 3.5 4 4.5
DISCUSSION As per the study it was revealed that nursing service is required the most as 44 percent of the participants took nursing service followed by attendant service taken by 28 percent and physiotherapist service by 16 percent participants Majority of the participants took service for old age care (28 percent) followed by ortho patients (24 percent) and post surgery care (16 percent). It was reported 66 percent of the participants reportedly seen positive effects of the service on their health.
DISCUSSION By using the PSQ18 validated scale it was found that the average satisfaction of the participants was reported 4.16 percent which could be due to technical quality as it also scored 4.04 on the scale. However interpersonal manner scored the minimum 2.2 score among all the seven scales which because of the less interpersonal relation between the patient and the care giver. Financial aspects also reportedly showed less score of 3.2 and patients scored 3.12 on the General convenience scale.
LIMITATION Only patients of HCAH were interviewed hence the satisfaction levels can vary according to the organizations.
CONCLUSION The study looked into the various aspects of the patient satisfaction through home care services. The home care services is successful in providing hospital like care at the homes of the patients. As per the report the overall satisfaction of the participants showed an average score of 4.16 on the validated scale. However this could be further improved by taking some measures like: 1. There should be reduction in the prices of the services and by providing both clinical and behavioral training to the medical staff. 2. The staff should try to be good relations with the patients so that they feel more connected with them. 3. The turn around time should also be reduced to minimum so as when the staff is required to any critical patients it could be made available as soon as possible.
REFERENCES https://hcah.in/
