ROLLING AUDIT: PATIENT’S SATISTFACTION FOR SERVICES PROVIDED IN ENT WARD

Abstract

Objectives:

To measure patient’s satisfaction for services provided in ENT ward, ENT-HNS department of TU, Teaching hospital, to compare the patient’s satisfaction of this present rolling audit to previous rolling audit and also to observe implementation of recommendations made by previous rolling audit.

Material and Methods:

A cross sectional descriptive study was conducted during March/April 2009.  Study was based on administered questionnaire which was translated in simple local language. Patients were randomly given the questionnaire at the time of admission and were requested to fill the form completely and return at the time of discharge. Data was collected and analyzed.

Results:

Things of concern in this study were that 28% of patients still had to wait more than 1 hour to get their allocated bed in ward after admission, behavior of doctors and nursing staffs was not good to 10% of the patient, 21% of patients were poorly explained about side effects of medication, benefits and complication of surgery, 11% of patient couldn’t enquire about their treatment to their doctors, 9% felt that ENT ward was dirty, 27% found arrangement for prevention of insects was poor. According to 13% of patient hospital food was of low standard and 20% felt that hospital environment was noisy. 8% of patients were not happy about the explanation made to them about the medication, precaution to be taken at home and about their follow up at the time of discharge. 10% of patients were annoyed by ill treatment done to them during their hospital stay. There was no significant implementation of recommendation laid by previous rolling audit.

Conclusion:

Providing the patients/clients opportunity to voice their opinions about the care they receive can be seen as part of a broader commitment to public and patient/client participation in health care service planning and delivery. Rolling audit must be done at regular basis to implement change and further monitoring to confirm improvement.

Keywords: audit, patient satistfaction