Study on patient satisfaction of outpatient department in ESI Hospitals at Ahmedabad, Vadodara, and Surat in state of Gujarat

ABSTRACT

Background: Employee State Insurance Scheme is a multidimensional social security system based on the principle of ‘pooling of risks and resources’. The ESI Corporation is providing medical facilities to the insured persons and their family through large network of hospitals and dispensaries all over India. Outpatient Department (OPD) of ESI Hospital is the first point of contact of the hospital with patients. The care in the OPD is believed to indicate the quality of services of a hospital and is reflected by patients’ satisfaction with the services being provided.

Design/Methodology/Approach: Hundred and eighty-five patients were approached at the end of their OPD visits at ESI Hospitals at Ahmedabad, Vadodara, and Surat with the help of structured questionnaire in Gujarati language.

Finding: Six independent variables together explains 81.60 percent of the overall variation in patient satisfaction of OPD in ESI Hospitals at Ahmedabad, Vadodara, and Surat without multi-collinearity.

Practical Implications: Finding of this study will help the government in the implementation of medical facility at the outpatient ward in ESI Hospitals in very effective way. It will also become an initiating document for other researchers to further discuss and improve the status of healthcare delivery services in ESI Hospitals.

KEYWORDS:

• Patient satisfaction
• ESI hospital
• OPD
• insured persons
• physicians

Disclosure statement

No potential conflict of interest was reported by the authors.

Notes on contributors

Patel Hirenkumar Jayantkumar is Associate Professor at V M Patel Institute of Management, Ganpat University, Kherva, Mehsana, Gujarat, India.

Patel Nikunjkumar Dasharathbhai is Reseach Scholar at V M Patel Institute of Management, Ganpat University, Kherva, Mehsana, Gujarat, India.