Presented this research paper in the form of presentation at Chitkara university & MHA Training Group on 9th Nov 2013

2. Problems faced by staff and patients in
hospital
Made by: Sandeep Singh
( B.Pharmacy . Cert. Medical Tourism , Cert.Internal Audit Training
Program of NABH, Pg.Cert. Quality Management In Allopatic
Clinics, MBA- Health Care Services
Masters public health, Masters Hopsital Administration
(pursing), International Fellowship On Health Technology
Assessment (HTIC-IIT Madras In Collaboration with WHO
India, NHSRC and QCI)
Iamsinghsandeep@gmail.com

3. Introduction to Problems
faced by Staff in Hospital

4.  Staffs
are valuable assets to the medical
profession.

6. Complaints, their outcomes and patient
satisfaction are shared with the hospital staff
through monthly and quarterly reports.
 The main issues can be:
• Staff is rude, arrogant, lazy and has a negative
attitude.
• A lack of care and compassion, such as staff not
doing enough to ensure the patient is comfortable.
• Staff not keeping patients well informed.
• Inadequate response to requests or complaints.
• Long waits before or between
appointments, including delays in being moved
between different departments.


7. Need of the study: The researcher in this study
proposes to explore the problems faced by
patients and staff in hospitals.
 Scope : In order to study the problems faced by
patients and staff in a hospital, the researcher
interacted with:
The patients and staff of a few hospitals of
Punjab; and
The students (being patients and nurses) of
Institut Canadien De Langue Francaise, Mohali,
Punjab.


8. 50 Patients
50 Staff Members
5 Top Management
Personal
Were included…

9. To study the problems faced by patients in a
hospital.
 To find out the problems faced by staff in a
hospital.
 To analyze the qualities of an ideal hospital.
 To understand the problems faced by the
relatives/people accompanying the patients
in a hospital.
 To examine the role of hospital
administration in solving the problems being
faced by patients and staff.


11.  The
Study includes staff with not more than
5 years of work experience.
 The study also highlights that majority of
hospital staff work overtime and are
rewarded for the extra efforts that they put
in. The overtime per week is more than 5
man hours and the main reason for such
overtime is to help the organization and on
superior order.
 During the study it was found that the staff
problems included problem of dissatisfaction
with their pay scale.

12.  Majority
of staff did not have problems
relating to motivational programs provided in
the organization.
 It was found that, patient face long waiting
hours, uncomfortable night stay provision,
rough behavior of security and business like
attitude of staff. According to the patients
and there relatives provision for night stay
was a major problem faced by patients.
 The study showed that majority of
respondents can afford their and their
family’s medical expenses.

13.  It
was found that ideal hospital should have
qualities such as patient centric culture,
quality consciousness, staff development and
motivation, improved hospitality and
trustworthiness of hospital regarding cost
diagnosis and treatment.
 Satisfaction level of the patient was found to
be average. But still it can be said that the
patients were not totally satisfied.
 It was found that actual medical expenses of
patients were more than the estimated
figures.

14. During the study it was observed that a patient is
attracted towards a hospital mainly because of
the medical facilities. Friendly behaviour of
staff, advance technology and reference from
acquaintances also play an important role in
selecting a hospital.
 The study concluded that the professionalism in
hospitals is not appropriate and as expected by
patients.
 It was found that a patient seeks an ideal
hospital that has patient centric culture, quality
consciousness, staff development and
motivation, improved hospitality and
trustworthiness with respect to cost, diagnosis
and treatment. Hospitality and trustworthiness
are two main qualities that a patient seeks in an
ideal hospital.


16. Conclusion




The health system in India is growing rapidly and need of
hospital administrators in hospital is noticed from last few
decades. Hospital as an organization helps towards the
welfare of the patient.
First and most important agenda of any hospital should be
the health and comfort of the patient. But as mentioned
below there are many issues which are been ignored. Long
waiting criteria for patients is an example of bad
administration.
Business like attitude of staff towards the patient and also
towards family members of the patient, without human
touch is intolerable.
Many organizations have hidden costs or added costs which
brings black mark on the organization. Transparency is very
important. Financial system should be transparent to the
patient.

17.  The
analysis leads to the following
conclusion:
Majority of middle class people reach
hospital for treatment.
The people were not satisfied with the
hospital services.
Marketing strategies does not put much
impact on people to visit the hospital, rather,
they are attracted due to medical facilities,
technology being used or referred by friend
or family.

18.  Estimate
given by the hospital regarding
expense, is often less than the actual
expense which certainly finishes the people’s
faith from that hospital.
 Staff behaviour and hospitality in hospital is
very unsatisfactory and needs to be
improved. The people were very unsatisfied
due to unprofessional staff.
 Staff is not happy with the pay scale they are
offered. On the other hand they were
satisfied with their overtime rewards.

20. Recommendations:

The foremost step to be taken requires the following
implementations: (a) improved hospitality; (b) best
treatment at optimal cost; (c) staff development; (d)
quality consciousness; and (e) patient centric
culture.

Introduction of ombudsman or a regulator by the
health ministry specifically for the hospitals should
be established. This would help in improving the
quality of the hospital in favor of community.

Administrator should maintain good relations with
staff and the customers without compromising the
quality.

21. 
The patient and its accompanying persons, who are
already in huge amount of stress, should not be disturbed
more by rough behaviour of the staff. Sympathetic
approach should be followed while handling the patients
and their relatives.

TQM (total quality management) should be endorsed in
healthcare organizations. Quality should be the first
objective. TQM requires the involvement and combined
efforts of management, staff and suppliers in order to
meet or exceed customer expectations.

Research is needed to develop cultural competency
training programs for hospital staff on patient care.
Personality development program and other training
programs should be encouraged for bettering managing the
organization.