Vasan Eye Care Hospital Project

8/13/2019 Vasan Eye Care Hospital Project

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CHAPTER-I

INTRODUCTION

Healthcare scenario is fast changing all over the world. Hospital is an instituteproviding medical treatment for sick or injured people. With the changing era the concept

of hospital is being changed. Hospitals are complex to manage where the highest caliber

and best informed management is required an integral part of a social and medical

organization which provides the population a complete health care, both curtain and

preventive service. The hospital is also a centre for the training of health workers and bio-

social research. In the present decade India has emerged as a leader in information

technology and more great studies in space technology, and there has been a tremendous

progress in the medical field. The improved economy has enabled the development of

new well equipped hospital in many Indian cities, which can provide medical services.

Indian doctors and nurses are highly skilled and possess expertise to carry out best

available medical treatment.

Globalization and privatization have also changed the functioning of the

healthcare system. Today Indian health care industry is business driven and we can see

entry of all sorts of service providers to be a part of this massive multi crore business,

growing at the rate of 13% annually. The privative health network is spreading fast

throughout the country. Economical, political, social, environmental and cultural factor

influence the health care and the delivery of the health care services. Slowly but surely

the health care market is changing from being primarily a sellers market to buyers

market.

India is the hub for quality healthcare services and neighboring countries like

West Bengal, Srilanka and Middle East Countries are flooding to India for medical

treatment only because of quality health care services available in India. India has a good

setup of experienced and qualified medical professionals. Every aspects of treatment in

India is as good as in the developed countries, and India has the potential in several other

aspects such as quality man power clinical and medical training access to latest

technology nature pharmaceutical industry .


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1.1 STATEMENT OF THE PROBLEM

Coimbatore is a highly industrialized area within a fifteen kms radius of the city

there are about five specialized eye care hospitals many smaller eye clinics and private

practitioners in addition to a large number of multi specialty hospitals which can also

provide eye care service under such highly competitive circumstances it is imperative to

maintain a high level of patient satisfaction in order to maintain the exiting patient base

and to attract more patients in the years to come.

The patients are faced with many problems like difficult diagnosis, high cost of

treatment unnecessary medical practices. In this context it is appropriate to identify the

factors which influence the patient satisfaction towards hospital services and the reason

for the patient preference of one hospital over the other.

1.2 SCOPE OF THE STUDY

Consumer needs can be fulfilled based on their requirements and interest. In

health care industry every hospital has to satisfy the needs and their requirements. The

present scenario is that the consumers are giving more importance for recovery than

comfortable facilities from the highly sophisticated hospitals. In this juncture an attempt

was made to study the role of Vasan Eye care hospital to fulfill the needs and wants of

the consumers and the extent the hospitals are concentrating innovative practice towards

the patients.

1.3 OBJECTIVES OF THE STUDY

To identify the factors influencing the patients in opting the Vasan Eye carehospital.

To know the patient respondents on the customer care services provided bythe hospital.

To evaluate the level of satisfaction of the respondents in utilizing the VasanEye care services.


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1.4 RESEARCH METHODOLOGY OF THE STUDY

Area of the study

The area of the study is Coimbatore district.

Period of study

The survey to the patient satisfaction towards service quality in hospitals lasted

for a period of four months (December 2011March 2012)

Sampling size

The size of the samples selected for the study is 150 consumers of Coimbatore

city.

Sources of data

The natures of the study involve both primary and secondary data. The primary

data were collected from the patients by using questionnaire. The secondary data were

collected from various journals, magazines and books.

Tools and techniques

The following statistical tools used

Simple percentage analysis ANOVA

t-test Correlation Kendallscoefficient of concordance

1.5 LIMITATIONS OF THE STUDY

As this study is confirmed to the patients of Coimbatore city, this report isapplicable to Coimbatore city alone.

The study is conducted to know the facilities available to both the Inpatient andOutpatient.

Sample size has been restricted to 150 samples due to time constraints.


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1.6 REVIEW OF THE LITERATURE

Mehta (2001)1 In his study impact of employee involvement on the effectiveness of

Health Information Technology. Points out that training effectiveness s department on

towards considerations .Firstly trainers are fully responsible for training. If the employees

do not show the result, the trainer should be held accountable for it. Secondly training

effectiveness depends on the kind of atmosphere.

Choubey, R.R (2002)2In his study reports on hospital security and maintenance service

Hospital is an organization which provides relief and care for sickness and disease.

Adequate protection of hospital assets and personnel in addition to the patients and

attendants is a very important issue. Safely and security services are mandatory in a

hospital as it is important public place delivering health care to the community.

A.K.Sivakumar (2003)3According to his study improving patient satisfaction in hospital

care settingsan important factor in assessing patient satisfaction community Eye health

discuss that the preparation of patient satisfaction questionnaire is based on textbooks

ones own perception & similar forms used at other hospitals. This process often reflects

the providers perception of factors influencing satisfaction perpetuating their

shortcomings and not adequately dealing with necessary cultural social variations.

Dayan (2004)4 In his study service ethic compatible with professionalism there is

growing interest to measure patient satisfaction and collect the views of patients about the

services they use. Satisfaction is essential if we have to get people utilize services,

comply with treatments and improve health outcomes. This paper reports the experience

of Vasan Eye care hospital in designing an instrument to measure patient satisfaction and

be able to develop a satisfaction index for all units that should become a component of

comprehensive health care quality assessment. It is hoped that this would interest national

partners and health stakeholders to get involved in assessing this important performance

parameter that has been forgotten for long.


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RanazehraMassood (2005)5 In his study to consider in designing a patient satisfaction

survey customer satisfaction and service quality are often treated together as functions

customer perceptions an expectations. Research has shown that high service quality

contributes significantly to customer satisfaction and customer delight. This study

empirically explores the relationship between hospital quality management service

quality performances for a sample of patients of eye care patients perceptions -

expectation of eye care services quality in Vasan Eye hospitals inCoimbatore.

Lucy Robert(2006)6

In her study about the need for holistic integration of a number of

eye care services which include medical, rehabilitation, educational & social services and

also on creating awareness among the people about the variable service available.

Beginning line of communication gives the patient a better experience of eye care

service.

Rakes(2006)7In his study initiative to change ward culture results in better patient care

examine various welfare measures given to laborers. According to him, it is the voluntary

effort of the employer to establish with existing system, working living, and cultural

conditions of the industry and conditions of the market. The author divides welfare

amenities mainly into economic recreation and facilitates service. The basic aim of labour

service in an industry is to improve the living and working conditions of worker and their

families.

Brown(2007)8 In his study the patients in the quality of health care editorially

highlighted that the patient is becoming an ever more silent partner in the health care

system, as their views of quality have largely been sidelined by the number of attempts to

exclusively determine patient satisfaction with health care.

Blum, Nava(2009)9 According to his study offers information on the Eye Hospital in

West Bengal It is said to be the only public hospital in the region specializing in

ophthalmology. It is stated to place a high priority on training local doctors and nurses.

Patients are predominantly Palestinians. The hospital operates a number of satellite


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clinics in areas where public services are not easily available. It works to eliminate the

main causes of preventable blindness.

JalanRatan (2009)10

According to his study the development of healthcare delivery

practices in India. The work of companies including Apollo Hospitals Group in

developing health services in cities across India is described. Apollo's efforts to secure

certification from the Joint Commission on Accreditation of Healthcare Organizations are

described. The replication of Apollo hospitals within a franchise based hospitalnetwork

is addressed. The importance of ensuring that comprehensive health care is available at

franchised health clinics is emphasized.

Edwards Randy (2011)11In his study reports on an increase which has been seen in the

number of U.S. hospitals that are initiating cost saving measures within their pharmacies

in 2011 as a result of pending decreases in Medicare, Medicaid and private payer

reimbursements and in an effort to help their operating budgets. The role that changes in

regulations and accreditation standards in the U.S. have played in hospitals.

Sanders Bethany (2011)12

In his study focuses on the effect of the billing process in

hospitals onpatient satisfaction. It cites the Consumer Impact Study conducted by

Connance of Waltham in Massachusetts which shows that 76% of uninsured patients

believed that the amount they owe to the hospital is incorrect. It presents six areas of

patientsatisfaction defined by the American HospitalAssociation (AHA) which was used

by Gallup Healthcare to conduct hospitalsurveys onpatientsatisfaction.

Fracasso Mark R.(2011)13

In his study how the Mary's Center for Maternal and Child

Care Inc. faced the challenge of increasing productivity while maintaining system quality

and patient and clinician satisfaction. The authors mention the Plan Do Study Act

(PDSA) quality technique used by Mary's Center in simplifying patient schedule,

reducing no-show rate, and increasing productivity. They state that the strategy of Marys

Center has helped them continue to deliver health care, education, and social service.


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Robbins Shari B.(2011)

14In his study the use of foundational strategies for hospitals to

eliminate obstacles to efficient and cost-effective patient throughput. It mentions that

Portion Control Activities (PCO) would help improve discharge care coordination. The

methods can have an impact on successful delivery of health care that can help in saving

time and money for rework and other inefficiencies of the hospital so as to improve the

health care system in hospitals.

1.7 CHAPTER SCHEME

The researcher presents the study according to the following chapters:

Chapter I

It deals with the introduction, statement of the problem, review of literature, scope

and objectives of the study, methodology and limitations.

Chapter II

It deals with the profile of Vasan Eye care Hospital, Hospital system and functions,

patient satisfaction.

Chapter III

It deals with the analysis and interpretation of the study.

Chapter IV

It deals with the findings, suggestions and conclusions of the study.


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REFRENCES

Mehta (2001)1 The Impact of Employee Involvement on the Effectiveness ofHealthInformation TechnologyIndustrial & Labor Relations Vol. 64, Issue5

PP863-888, P5.

Choubey,R.R (2002)2

A reports on hospital security and maintenance serviceHealth service management research, Vol. 24, Issue 4, PP163-169, P3.

A.K.Sivakumar (2003)3Improving patient satisfaction in hospital care settings,Health service management, Vol.24, Issue4, PP163-169, P7.

Dayans(2004)4 ServiceEthicCompatiblewithProfessionalism,physicianExecutive, Vol.38,Issue 6, PP58-60, P3.

RanazehraMassood (2005)5 Factors to consider in designing a patient satisfactionsurvey Nursing Management, Vol. 18 Issue 7, PP23-27, P5.

Lucy Robert(2006)6 How Patient Reactions to Hospital Care Attributes Affectthe Evaluation of Overall Quality of CareHealth care management, Vol.55,

Issue1, PP25-37.

Rakes(2006)7 Initiative to change ward culture results in better patient care,Health care management, Vol. 18 Issue 4, PP32-35, P4.

Brown, C(2007)8 Where are the patients in the quality of health care?International Journal for Quality in Health Care, Vol .19 Issue 3,P3.

Blum Nava(2009)9ST JOHNEye Hospital,American Journal of Public Health,Vol. 99 Issue 1, PP32-33, P2.

JalanRatan(2009)10 Predicting Patient Loyalty and Service QualityRelationship, Applied statistics, Vol. 12, Issue 4, PP45-55, P11.

Edwards Randy (2011)11 In Struggle to Cut Expenses, Hospitals Eye thePharmacy,Hospitals & Health Networks,Vol. 85 Issue 11, PP28-32, P4.

Sanders Bathany (2011)12 Service Quality in Health Care Centers, AnEmpirical Study, Vol. 4 Issue 4, PP1-15, P15.

Fracasso Mark.R (2011)13 Improving access while maintaining quality andsatisfaction, Physician Executive, Vol.37 Issue 6, PP 44-48, P5.

Robbins Shari B.(2011)14Developing service quality in mental health services,International Journal of Health Care Quality Assurance, Vol .17 Issue 2, P7.


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CHAPTER-II

PROFILE OF THE STUDY

2.1 PATIENTS SATISFACTION

Patient satisfaction is an outcome that results in the end of the medical care

process in a hospital. It consists of several aspects such as technical, convenience and

cost aspects .A hospital provides number of services to a patient. It is difficult to maintain

quality in each service for every time. Satisfaction is a state felt by the patient who has

experienced a service that has fulfilled our expectations. If the medical care is not

fulfilled to the expectation then the patient is dissatisfied. The expected level of medicalcare differed for each patient.

Each patient is unique in nature in his or her expectations (or) priorities differ

from one another. A same service can create satisfaction to a patient and dissatisfaction

for another patient.

2.2 PROFILE OF THE HOSPITAL

Vasan group started its first Eye Care Hospital in Trichy in the year 2002. Vasan

Eye Care hospital was inaugurated in Coimbatore in the year 2009 DR. A. M. Arun,

Chairman & Managing Director.

It has established a vast network in southern part of Indian states like Andhra

Pradesh, Kerala, Karnataka, Pondicherry and Tamil Nadu. They provided separate

divisions for each speciality with well equipped operation theatres. They have also made

fine arrangements for the childrens eye caresection separately Vasan group has shown

noticeable achievements in the health care services that they cant afford to compromise

at the quality and services being given to their patients. The skilled and world class

personnel have been hired by our group to give the best treatment for our patient.


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Towards its vision to bring quality eye care within the reach of every Indian, the network

has been expanding rapidly. We aim to have 125 hospitals in all by the end of 2011. The

Vasan Eye Care network currently has 600 ophthalmologists and over 7500 care team to

provide individual attention and care to our entire patient.

MISSION

Hospital mission is to provide, maintain and develop quality services and create a

health society. Its vision is to bring health awareness in society and provide services to all

an affordable cost.

VISION

Follow stringent ethical practices. Provide value for money. Practice transparency in all our services. Prioritize quality without compromise. Upload our tradition of care.

VALUES

To maintain a smooth and standardized work flow processes. To provide impeccable patient care that exceeds customer satisfaction and

expectation.

To uphold the pride of our organization, stake holders and investors at all times.

FACILITIES AT VASAN

Patient rooms

Vasan eye care hospital has patient rooms ranging from VIP suite to economy

ward so as to cater all groups of society. Each room has centralized oxygen and suction

with 24 hrs emergency nurses call systems.


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Emergency room

Vasan has 50 bedded emergency units with the following unique facilities.

Emergency medical officers round the clock. Can take up any medical, surgical emergencies and multimass trauma

cases.

Modern ambulance fitted with ventilator monitors, oxygen cylinderssuction device strained paramedical team, all needed for emergency care.

Operation Theatres

Vasan eye care hospital has 15 main operating theatres. Each theater is designed

according to the International standards and facilitated with

Centralized a/c. Stainless steel roofing with imported joint less flooring. Pendants with medical gas outlet, electrical, audio and video outputs. Live surgery transmission facility. Laminar a/c Airflow with Hepa filters to reduce infections.

Intensive Care Units

Vasan has well equipped general ICU and Trauma ICU

Their ICUs are facilitated with Dialysis back-up. 24 hrs services by doctors and trained nurse. Relatives viewing facility. Counseling area. Separate waiting hall for the relatives. Hi-tech monitoring equipment with adult and infant ventilators.

Dialysis

Vasan has a four bedded dialysis unit functioning with

o Centralized a/c.o Special monitors, central suction and medical gas.o ICU backup.


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Blood Bank

o 24 hrs service.o Hi-tech instruments.o Qualified professionals.o Multiple tests to ensure pure blood.

Pharmacy

Vasan has 24 hr pharmacy, which caters to the entire need of our patients.

o Managed by qualified pharmacists.o All type of medicines, disposable items, surgical items like IOL, mesh and

orthopedic implants are available.

ADMINISTRATIVE DEPARTMENTS

Nursing

Vasan has only B.Sc., or Dip qualified and experienced nurses to look after the

patients and the nurses are allocated on a standard basis to offer the best quality care.

Nurses are further trained to operate the modern equipments both practically and

theoretically.

Dietary Department Patient Service

Timely service to all in-patients Diet according to individual patient needs

Patient Counseling In-patient counseling on discharge Out-patient counseling Provision for printed Diet charts Pediatric nutrition clinic

Electrical Department

2 LT lines Ups for emergency equipments with a standby unit Stand by 250 kva generator


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Maintenance Department

Elevators VAM (Vapor Absorption a/c Machine) centralized a/c. Boiler Laundry

Canteen Facilities

Roof view canteen Hot beverage Room services including patient diet and attendees diet From snacks to meals, cold and hot beverages

Security Department

Controls the crowd and maintains the visiting hours Issues the visitor gate pass Controls the movement of materials in and out of the hospital

Purchase Department

Procures the entire materials for the hospital Conducts vendor analysis and performs the comparative quotes for best purchase Involves in sending any equipment and instrument for servicing

Stores Department

Computerized inventory control Managed by qualified and experienced professionals Centralized stores/purchase management

Medical Record Department

Has more than, 1, 00, 00, 000 files in store Scientific method of patient record arrangement Computerized search ICU standard classification

Bio-Medial department

Well experienced professionals


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24 hrs service facility Equipped with emergency backup equipments Well equipped service centre

Front office

Computerized Enquiry counter Medical record system Patient information counter Out-patient registration and Admission counter

Information Technology

Well designed hospital software system Fully integrated and networked Simons imported Epbax telephone system Public system Music system Cable TV Nurse call / care system Audio/video communication system

Other services of Vasan Hospital are: Vasan health check up program mes

Vasan has numerous health packages designed to the needs of our customer both

on an individual basis and for corporate setups.

Executive master health check Master health check Total diabetic check Full heart check Healthy kid check Well women check


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2.3HOSPITAL SYSTEM AND FUNCTION

The following pictures clearly represent the systems and functions that are in

practice in the hospital.

SYSTEM FOR DOCTORS

SYSTEM FOR HOSPITAL

Structure of

Organization

Social economic

condition of patientsProfessional

ethics

Doctors Professional

Exposures

Peer Group

Improving

professional activityFacilities available at

Hospital

Governmental

Regulations

Medical ethics

Social economic

condition of nation

hood

Hospitals Non-medical staff

Medical administration

organization Para medical staff

Safety provision in

hospital

Medical Staff

Patient


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CHAPTER-III

ANALYSIS AND INTERPRETATION

This chapter deals with the analysis and interpretation of the study on the topic A

study on Patient Satisfaction towards Services provided by Vasan Eye Care Hospital

with Special reference to Coimbatore city is presented based on a sample of 150

respondents. The collected data are classified and tabulated. The data are analyzed using

the following statistical tools:

Simple percentage analysis ANOVA t-test Correlation Kendalls co-efficient of concordance

SIMPLE PERCENTAGE ANALYSIS

Simple Percentage Analysis is carried out for all the questions, given in the

questionnaire. These analyses describe the classification of the respondents falling under

each category. The percentage analysis is used mainly for standardization and

comparison. Diagrams and charts depicted are in support of the analysis.


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Table No. 3.1

Age group of the respondents

Age No. of the respondents Percentage

Up to 20 yrs 17 11.321 to 30 yrs 38 25.3

31 to 40 yrs 44 29.3

41 to 50 yrs 24 16.0

Above51yrs 27 18.0

Total 150 100

Source: Primary Data

From the above table it is clear that out of 150 respondents who were taken for the

study, 11.3%of respondents are in the category of up to 20 years 25.3%of the respondents

are in the category of 21-30 years, 29.3%of respondents are in the category of 31-40

years, 16.0% of the respondents are in the category of 41-50years and 18.0 of the

respondents are in the category of Above 51years.

Majority of the respondents are category of 31-40 years.

TableNo.3.2

Gender of the respondents

Gender No of the respondents Percentage

Male 72 48.0

Female 78 52.0

Total 150 100


From the above table it shows that out of 150 respondents who were taken for the

study, 52.0% of the respondents are female and 48.0%of the respondents are male.

Majority of the respondents are female.


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Table No.3.3

Marital Status of the respondents

Marital status No. of the respondents Percentage

Married 104 69.3Unmarried 46 30.7

Total 150 100



study, 69.3% of the respondents are Married people and 30.7% of the respondents are

Unmarried.

Majority of the respondents are married.

Table No.3.4

Educational Qualification of the respondents

Educational Qualification No. of the respondents Percentage

School Level 25 16.7

Under Graduate 37 24.7

Post Graduate 66 44.0

No Formal Education 22 14.7

Total 150 100



study, 16.7% of the respondents are education up to School level 24.7% of the

respondents are Undergraduates, 44.0% of the respondents are Postgraduates, 14.7 % of

the respondents has No Formal Education.

Majority of the respondents are Postgraduates.


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Table No.3.5

Occupation of the respondents

Occupation No. of the respondents Percentage

Agriculture 26 17.3Salaried 31 20.7

Business 46 30.7

Professional 27 18.0

Others 20 13.3

Total 150 100



study, 17.3% of the respondents are Agriculture, 20.7% of the respondents are salaried,

30.7% of the respondents are Business people,18.0% of the respondents are Professional,

13.3% of the respondents belongs to Others category such as House wife, Government

employee etc.

Majority of the respondents are Business People.

Table No.3.6

Annual Income of the respondents

Annual Income No. of the respondents Percentage

Up to Rs.100000 64 42.7

Rs.100001 to Rs.200000 68 45.3

AboveRs.200000 18 12.0

Total 150 100



study, 42.7% of the respondents are earning Annual income of Up to Rs.100000, 45.3%

of the respondents are earning Annual income of Rs.100001 to Rs.200000, and 12.0% of

the respondents are Annual income of Above Rs.200000.

Majority of the respondents are Annual income of Rs.100001 to Rs.200000.


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Table No: 3.7

Type of Patient of the respondents

Type of Patient No. of the respondents Percentage

Inpatient 77 51.3

Outpatient 73 48.7

Total 150 100



study, 51.3% of the respondents are Inpatient and 48.7%of the respondents are

Outpatient.

Majority of the respondents are Inpatient.

Exhibit: 3.7.1

Type of patient of the respondents

71

72

73

74

75

76

77

78

Inpatient Outpatient

No.O

fRespondents

Types of patient


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Table No: 3.8

Area of residence of the respondents

Area of the residence No. of the respondents Percentage

Rural 71 47.3Urban 79 52.7

Total 150 100



study, 47.3% of the respondents live in rural area, 52.7% of the respondents live in urban

area.

Majority of the respondents are urban area.

Table No: 3.9

Table showing Factors influenced to select the hospital

Factors No. of the respondents Percentage

Advertisement 16 10.7

Reference by doctors 45 30.0

Friends & Relatives 25 16.7

Quality of treatment 29 19.3

Reputation of hospital 35 23.3

Total 150 100



study, 10.7% of the respondents have collected information through advertisement,

30.0% of the respondents have collected information through Reference by doctors,

16.7% of the respondents have collected information through friends and relatives,

19.3%% of the respondents have collected information through Quality of treatment and

23.3% of the respondents have collected information through reputation of hospital.

Majority of the respondents are Reference by doctors.


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Exhibit: 3.10.2

The patient perception towards hospital facility

0

20

40

60

80

100

120

140

NoofRespondents

Hospital Facility

Excellence

Good

Fair

Poor

Very Poor


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Table No: 3.11

The opinion about the cost of treatment (inpatient)

Factors

Very

High High Reasonable Low

Very

Low Total

Consultation Fees

No 1 13 97 35 4 150

% .7 8.7 64.7 23.3 2.7 100

Investigation

charges like X-ray

/ Scan / Ultrasound/ Lab charges etc.,

No 10 28 77 32 3 150

% 6.7 18.7 51.3 21.3 2.0 100

Amount charged

for food andbeverages supplied

to inpatients

No 4 9 38 25 4 80

% 5 11.25 47.5 31.25 5 100

Room rent & other

service charges

No 1 3 43 27 6 80

% 1.25 3.75 53.75 33.75 7.5 100

Cost of medicine

sold by the medical

shop in the campus

No 4 29 70 40 7 150

% 2.7 19.3 46.7 26.7 4.7 100

Cost of the itemsold in the canteen

No 0 13 71 38 28 150

% 0 8.7 47.3 25.3 18.7 100


From the table it shows that 64.7% of the respondents say that the consultation

fees charged by the hospital is reasonable, 51.3% of the respondents say that the

Investigation charged by the hospital is reasonable, 47.5% of the respondents say that the

Amount charged for food facilities in the hospital is reasonable, 53.75 of the respondents

say that the Room rent charges and other services charges by the hospital is reasonable,

46.7% of the respondents say that the Medicine charged by the medical shop in a hospital

is reasonable, 47.3% of the respondents say that the cost of the item sold in the canteen in

a hospital is reasonable.


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Exhibit: 3.11.3

The opinion about the cost of treatment (Inpatient)

0

20

40

60

80

100

120

140

160

Consultation

Fees

Investigation

charges like

X-ray / Scan /

Ultrasound /Lab charges

etc.,

Amount

charged for

food and

beveragessupplied to

inpatients

Room rent &

other service

charges

Cost of

medicine

sold by the

medical shopin the

campus

Cost of the

item sold in

the canteen

NoofRespondents

Cost of treatment

Very Low

Low

Reasonable

Very High


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Table No: 3.12

The opinion about the cost of treatment (outpatient)

Factors

Very

High High Reasonable Low

Very

Low Total

Consultation Fees

No 1 13 97 35 4 150

% .7 8.7 64.7 23.3 2.7 100

Investigation

charges like X-ray

/ Scan / Ultrasound/ Lab charges etc.,

No 10 28 77 32 3 150

% 6.7 18.7 51.3 21.3 2.0 100

Cost of medicinesold by the medical

shop in the campus

No 4 29 70 40 7 150

% 2.7 19.3 46.7 26.7 4.7 100

Cost of the item

sold in the canteen

No 0 13 71 38 28 150

% 0 8.7 47.3 25.3 18.7 100


From the above table it shows that 64.7% of the respondents says that the

consultation fees charged by the hospital is reasonable, 51.3% of the respondents says

that the Investigation charged by the hospital is reasonable, 46.7% of the respondents

says that the Medicine charged by the medical shop in a hospital is reasonable, 47.3% of

the respondents says that the cost of the item sold in the canteen in a hospital is

reasonable.


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Exhibit: 3.12.4

The opinion about the cost of treatment (Outpatient)

0

20

40

60

80

100

120

140

160

Consultation

Fees

Investigation

charges like

X-ray / Scan /

Ultrasound /Lab charges

etc.,

Cost of

medicine

sold by the

medical shopin the

campus

Cost of the

item sold in

the canteen

Noof

respondents

cost of treatment

Very Low

Low

Reasonable

High

Very High


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Table No: 3.13

The satisfaction level of regarding of general services

Factors Excellence Good Fair Poor

Very

Poor Total

Feedback toemployee

No 100 45 5 0 0 150

% 66.7 30.0 3.3 0 0 100

Personal touch

with customer

No 26 102 22 0 0 150

% 17.3 68.0 14.7 0 0 100

Prevention oferror

No 45 56 49 0 0 150

% 30.0 37.3 32.7 0 0 100

Safety provision

in the hospital

No 24 93 27 6 0 150

% 16.0 62.0 18.0 4.0 0 100

Medical recorddepartment

No 21 73 53 2 1 150

% 14.0 48.7 35.3 1.3 .7 100


From the above table it shows that 30% of the respondents says that services of

employees in the hospital is excellence, 68% of the respondents says that personal touch

with patients in the hospital is good, 37.3% of the respondents says that prevention of

error in the hospital is good, 62.0% of the respondents says that safety provision in the

hospital is good, 48.7% of the respondents says that medical record department in the

hospital is good.


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Exhibit: 3.13.5

The satisfaction level of regarding of general services

0

20

40

60

80

100

120

140

160

Feedback to

employee

Personal touch

with customer

Prevention of

error

Safety

provision in

the hospital

Medical

record

department

No.

ofRespondent

s

General Services

Very Poor

Poor

Fair

Good

Excellence


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Table No.3.14

The Recommend this hospital to others

Recommend No. of the respondents Percentage

Yes 142 94.7

No 8 5.3

Total 150 100.0



study, 94.7% of the respondents will recommend the hospital to others and 5.3% of the

respondents will not recommend the hospital to others.

Majority of the respondents recommend the hospital to others.


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ANOVA

ANOVA technique is used multiple sample cases are involved. ANOVA is to

test for difference among the means of the populations by examining the amount of

variation within each of these samples, relatives to variation between the samples.

Table Showing Relationship between Age and Patient perception towards hospital

Facility

Hypothesis: The patient perception towards hospital facility has no significant

difference between the age groups

Table No: 3.15

Group statistics- Age and Patient perception

Patients Perception Towards Hospital Facility Score

Mean S.D No

Age

Up to 20 yrs 28.59 2.09 17

21 to 30 yrs 28.03 1.92 38

31 to 40 yrs 28.34 2.03 44

41 to 50 yrs 28.08 1.74 24

51 yrs & Above 28.15 1.81 27

Total 28.21 1.91 150

Source: Computed

From the above table it is inferred that the respondents belong to the age group of

up to 20 years have a higher mean of 28.59 with patient perception towards hospital

facility.


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Table No: 3.15(a)

ANOVA for patient perception towards hospital facility score and age

Sum of squares DF Mean square F Sig

Between Groups 4.955 4 1.239 .332 2.434

Within Groups 540.218 145 3.726

Total 545.173 149

One way ANOVA was applied to find whether the mean patients perceptiontowards hospital facility score vary significantly among age groups. The ANOVA result

shows that the calculated F-ratio value is 0.332 which is less than the table value of 2.434

at 5% level of significance. Since the table value is higher than the calculated value it is

inferred that the patients perception towards hospital facility has no significant difference

between the age groups. Hence the hypothesis is accepted.


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Table Showing Relationship between Educational qualification and patient

perception towards hospital Facility


difference between the education qualification groups

Table No: 3.16

Group statistics - Educational qualification and Patient perception

Patients perception towards hospital

Facility score

Mean S.D No

Educational

Qualification

School level 27.96 2.11 25

UG 28.19 1.87 37

PG 28.21 1.98 66

No formal

education28.55 1.60 22

Total 28.21 1.91 150

Source: Computed

From the above table it is inferred that the respondents have No formal education

has a higher mean of 28.55 with patient perception towards hospital facility.


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Table No: 3.16(a)

ANOVA for Patients Perception towards Hospital Facility Score and Age


Between Groups 4.053 3 1.351 .364 2.667

Within Groups 541.121 146 3.706

Total 545.173 149

One way ANOVA was applied to find whether the mean patients perception

towards hospital facility score varies significantly among education qualification groups.

The ANOVA result shows that the calculated F-ratio value is 0.364 which is less than the

table value of 2.667 at 5% level of significance. Since the table value is higher than the

calculated value it is inferred that the patients perception towards hospital facility has no

significant difference between the educations qualification groups. Hence the hypothesis

is accepted.


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Table Showing Relationship between Occupations of patient perception towards

hospital Facility


difference between the occupation groups

Table No: 3.17

Group statistics - Occupation and Patient perception

Patients perception towards hospital facility score

Mean S.D No

Occupation

Agriculture 28.35 1.90 26

Salaried 27.87 1.94 31

Business 28.39 1.90 46

Professional 28.07 2.09 27

Others 28.35 1.76 20

Total 28.21 1.91 150

Source: Computed

From the above table it is inferred that the respondents belong to the Occupation

of business persons have a higher mean of 28.39 with patient perception towards hospital

facility.


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Table Showing Relationship between Annual Income and patient perception

towards Hospital Facility


difference between the annual income groups

Table No: 3.18

Group statistics - Annual income and Patient Perception

Patients Perception Towards Hospital Facility

Score

Mean S.D No

AnnualIncome

Up to Rs.100000 28.16 1.95 64

Rs.100001 toRs.200000

28.18 1.88 68

AboveRs.200000 28.56 1.98 18

Total 28.21 1.91 150

Source: Computed

From the above table it is inferred that the respondents belong to the annual

income of above Rs.200000 have a higher mean of 28.56 with patient perception towards

hospital facility.


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Table No: 3.18(a)

ANOVA for Patients Perception towards Hospital Facility Score and Annual

Income

Sum of squares D Mean square F Sig

Between Groups 2.409 2 1.205 .326 3.058

Within Groups 542.764 147 3.692

Total 545.173 149

One way ANOVA was applied to find whether the mean patient perception

towards hospital facility score vary significantly among annual income groups. The

ANOVA result shows that the calculated F-ratio value is 0.326which is less than the table

value of 3.058 at 5% level of significance. Since the table value is higher than the

calculated value it is inferred that the patient perception towards hospital facility has no

significant difference between the annual income groups. Hence the hypothesis is

accepted.


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Table Showing Relationship between Age and Level of Satisfaction regarding the

Hospital personnel

Hypothesis: The Level of satisfaction regarding the hospital personnel has no significant

difference between the age groups

Table No: 3.19

Group statistics - Age and Level of satisfaction

Satisfaction level regarding the hospital persons score

Mean S.D No

Age

Up to 20 yrs 33.18 2.21 17

21 to 30 yrs 32.89 2.68 38

31 to 40 yrs 32.77 2.48 44

41 to 50 yrs 31.79 3.04 24

Above51yrs 32.37 3.09 27

Total 32.62 2.71 150

Source: Computed

From the above table it is inferred that the respondents belong to the age group

between 21-30 years have a higher mean of 32.89 with level of satisfaction regarding the

hospital personnel.


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Table No: 3.19(a)

ANOVA for Satisfaction Level Regarding the Hospital Persons Score and Age


Between Groups 27.309 4 6.827 .927 2.434

Within Groups 1068.031 145 7.366

Total 1095.340 149

One way ANOVA was applied to find whether the mean levels of satisfaction

regarding the hospital personnel score vary significantly among age groups. The ANOVA

result shows that the calculated F-ratio value is 0.927which is less than the table value of

2.434 at 5% level of significance. Since the table value is higher than the calculated value

it is inferred that the level of satisfaction regarding the hospital personnel has no

significant difference between the age groups. Hence the hypothesis is accepted.


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Table Showing Relationship between Educational Qualification and Level of

Satisfaction regarding the Hospital personnel


difference between the education qualification groups

Table No: 3.20

Group statistics -Educational Qualification and Level of satisfaction

Satisfaction level regarding the hospital

persons score

Mean S.D No

Educational

Qualification


UG 32.43 2.83 37

PG 32.47 2.74 66

No formal


Total 32.62 2.71 150

Source: Computed


has a higher mean of 33.27 with level of satisfaction regarding the hospital personnel.


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Table No: 3.20(a)

ANOVA for satisfaction Level regarding the Hospital Persons Score and

Educational Qualification


Between Groups 12.416 3 4.139 .558 2.667

Within Groups 1082.924 146 7.417

Total 1095.340 149


regarding the hospital personnel score vary significantly among education qualification

groups. The ANOVA result shows that the calculated F-ratio value is 0.558which is less

than the table value of 2.667 at 5% level of significance. Since the table value is higher

than the calculated value it is inferred that the level of satisfaction regarding the hospital

personnel has no significant difference between the education qualification groups.

Hence the hypothesis is accepted.


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Table Showing Relationship between Occupation and Level of Satisfaction

regarding the hospital personnel

Hypothesis: The Level of satisfaction regarding the hospital has no significant

difference between the personnel occupation group.

Table No: 3.21

Group statistics-Occupation and Level of satisfaction


Mean S.D No.

Occupation


Salaried 32.42 3.00 31

Business 32.70 2.59 46


Others 33.50 1.99 20

Total 32.62 2.71 150

Source: Computed


of Business have a higher mean of 32.70 with level of satisfaction regarding the hospital

personnel.


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Table No: 3.21(a)

ANOVA for Satisfaction level regarding the Hospital persons

Score and Occupation


Between Groups 21.419 4 5.355 .723 2.434

Within Groups 1073.921 145 7.406

Total 1095.340 149


regarding the hospital personnel score vary significantly among occupation groups. The

ANOVA result shows that the calculated F-ratio value is0.723 which is less than the table

value2.434 of at 5% level of significance. Since the table value is higher than the

calculated value it is inferred that the level of satisfaction regarding the hospital

personnel has no significant difference between the occupation groups. Hence the

hypothesis is accepted.


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Table Showing Relationship between Annual income and Level of Satisfaction

regarding hospital personnel


difference between the annual income groups.

Table No: 3.22

Group statisticsAnnual income and Level of satisfaction

Satisfaction level regarding the hospital

persons score

Mean S.D No

AnnualIncome

Up toRs.100000 32.63 3.02 64

Rs.100001toRs.200000

32.76 2.49 68

Aboves.200000 32.06 2.41 18

Total 32.62 2.71 150

Source: Computed

From the above table it is inferred that the respondents belong to the Annual

income of Rs.100001toRs.200000 have a higher mean of 32.76 with level of satisfaction

regarding the hospital personnel.


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Table No. 3.22(a)

ANOVA for Satisfaction Level regarding the Hospital Persons Score and Annual

Income


Between Groups 7.160 2 3.580 .484 3.058

Within Groups 1088.180 147 7.403

Total 1095.340 149


regarding the hospital personnel score vary significantly among annual income groups.

The ANOVA result shows that the calculated F-ratio value is0.484 which is less than the

table value 3.058of at 5% level of significance. Since the table value is higher than the

calculated value it is inferred that the level of satisfaction regarding the hospital

personnel has no significant difference between the annual income groups. Hence the



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Table Showing Relationship between Age and opinion about cost of treatment

Hypothesis: The opinions about cost of treatment has no significant difference between

the age groups

Table No: 3.23

Group statistics-Age and opinion about cost of treatment

Opinion about cost of treatment score

Mean S.D No

Age

Up to 20 yrs 14.12 2.57 17

21 to 30 yrs 14.21 2.96 38

31 to 40 yrs 13.84 3.42 44

41 to 50 yrs 13.54 3.79 24

Above51yrs 14.81 3.42 27

Total 14.09 3.27 150

Source: Computed

From the above table it is inferred that the respondents belong to the Age group of

above 51 years have a higher mean of 14.81 with opinion about cost of treatment.


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Table No: 3.23(a)

ANOVA for Opinion about Cost of Treatment Score and Age


Between Groups 24.694 4 6.174 .571 2.434

Within Groups 1567.999 145 10.814

Total 1592.693 149

One way ANOVA was applied to find whether the mean level of opinion about

cost of treatment score vary significantly among age groups. The ANOVA result shows

that the calculated F-ratio value is0.571 which is less than the table value 3.058 of at 5%

level of significance. Since the table value is higher than the calculated value it is inferred

that the opinion about cost of treatment has no significant difference between the age

groups. Hence the hypothesis is accepted.


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Table Showing Relationship between Educational qualification and opinion about

cost of treatment

Hypothesis: The opinion about cost of treatment has significant with the educational

qualification groups.

Table No: 3.24

Group statistics-Educational qualification and opinion about cost of treatment


Mean S.D No

Educational

Qualification


UG 14.54 3.13 37

PG 13.52 2.99 66

No formal education 13.36 3.30 22

Total 14.09 3.27 150

Source: Computed

From the above table it is inferred that the respondents have a School level has a

higher mean of 15.60 with opinion about cost of treatment.


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Table No: 3.24(a)

ANOVA for Opinion about Cost of Treatment Score and Educational Qualification


Between Groups 97.928 3 32.643 3.188 2.667

Within Groups 1494.765 146 10.238

Total 1592.693 149


cost of treatment score vary significantly among educational qualification groups. The

ANOVA result shows that the calculated F-ratio value is 3.188 which is higher than the

table value 2.667of at 5% level of significance. Since the calculated value is higher than

the table value it is inferred that the opinion about cost of treatment has significant with

the educational qualification groups. Hence the hypothesis is rejected.


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Table Showing Relationship between Occupation and opinion about cost of

treatment

Hypothesis: The opinion about cost of treatment has no significant difference between

the Occupation groups.

Table No: 3.25

Group statisticsOccupation and opinion about cost of treatment


Mean S.D No.

Occupation


Salaried 14.55 3.74 31

Business 13.78 2.90 46


Others 15.05 1.99 20

Total 14.09 3.27 150

Source: Computed

From the above table it is inferred that the respondents belong to the occupation

of other category of have a higher mean of 15.05 with opinion about cost of treatment.


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Table No: 3.25(a)

ANOVA for Opinion about Cost of Treatment Score and Occupation


Between Groups 37.067 4 9.267 .864 2.434

Within Groups 1555.626 145 10.728

Total 1592.693 149


cost of treatment score vary significantly among Occupation groups. The ANOVA result

shows that the calculated F-ratio value is0.864which is lesser than the table value 2.434

of at 5% level of significance. Since the table value is higher than the calculated value it

is inferred that the opinion about cost of treatment has no significant difference between

the Occupation groups. Hence the hypothesis is accepted.


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Table Showing Relationship between Annual income and opinion about cost of

treatment


the annual income groups.

Table No: 3.26

Group statisticsAnnual income and opinion about cost of treatment


Mean S.D No

Annual Income

Up to Rs.100000 14.20 2.98 64

Rs.100001 to Rs.200000 14.15 3.58 68

AboveRs.200000 13.50 3.13 18

Total 14.09 3.27 150

Source: Computed


income of Rs.100000 have a higher mean of 14.20 with opinion about cost of treatment.

Table No: 3.26(a)


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ANOVA for Opinion about Cost of Treatment Score and Annual Income


Between Groups 7.305 2 3.652 .339 3.058

Within Groups 1585.389 147 10.785

Total 1592.693 149


cost of treatment score vary significantly among Annual income groups. The ANOVA

result shows that the calculated F-ratio value is0.339which is lesser than the table value

3.058 of at 5% level of significance. Since the table value is higher than the calculated

value it is inferred that the opinion about cost of treatment has no significant difference

between the annual income groups. Hence the hypothesis is accepted.

Table Showing Relationship between Age and Satisfaction level of general services


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Hypothesis: The satisfaction level of general services has no significant difference

between the age group.

Table No: 3.27

Group statistics - Age and Satisfaction level of general services

Satisfaction level of general services score

Mean S.D No.

Age

Up to 20 yrs 20.35 1.84 17

21 to 30 yrs 19.97 1.91 38

31 to 40 yrs 20.75 1.73 44

41 to 50 yrs 19.79 2.19 24

Above51yrs 20.30 1.90 27

Total 20.27 1.90 150

Source: Computed

From the above table it is inferred that the respondents belong to the Age group

between 31-40 years have a higher mean of 20.75 with satisfaction level of general

services.

Table No: 3.27(a)


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ANOVA for Satisfaction Level of General Services Score and Age


Between Groups 19.099 4 4.775 1.330 2.434

Within Groups 520.694 145 3.591

Total 539.793 149

One way ANOVA was applied to find whether the mean level of satisfaction

towards of services score vary significantly among age groups. The ANOVA result

shows that the calculated F-ratio value is1.330which is lesser than the table value 2.434

of at 5% level of significance. Since the table value is higher than the calculated value it

is inferred that the satisfaction level of general services has no significant difference

between the age groups. Hence the hypothesis is accepted.


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Table Showing Relationship between Educational qualification and Satisfaction

level of general services


between the educational qualification groups.

Table No: 3.28

Group statistics - Educational qualification and Satisfaction level of general services

Satisfaction Level Of General Services

Score

Mean S.D No

Educational

Qualification


UG 20.30 1.63 37

PG 20.08 2.03 66

No formal


Total 20.27 1.90 150

Source: Computed


has a higher mean level of 20.82 with satisfaction level of general services.


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Table No: 3.28(a)

ANOVA for Satisfaction Level of General Services Score and Educational

Qualification


Between Groups 9.130 3 3.043 .837 2.667

Within Groups 530.664 146 3.635

Total 539.793 149


towards general services score vary significantly among educational qualification groups.

The ANOVA result shows that the calculated F-ratio value is 0.837which is lesser than

the table value 2.667 of at 5% level of significance. Since the table value is higher than

the calculated value it is inferred that the satisfaction level of general services has no

significant difference between the educational qualification groups. Hence the hypothesis

is accepted.


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Table Showing Relationship between Occupation and Satisfaction level of general

services


between the Occupation groups.

Table No: 3.29

Group statistics - Occupation and Satisfaction level of general services

Satisfaction Level Of General Services Score

Mean S.D No

Occupation


Salaried 20.71 1.49 31

Business 20.15 2.11 46


Others 20.50 1.76 20

Total 20.27 1.90 150

Source: Computed


of salaried persons have a higher mean of 20.71 with satisfaction level of general

services.


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Table No: 3.29(a)

ANOVA for Satisfaction Level of General Services Score and occupation


Between Groups 18.125 4 4.531 1.260 2.434

Within Groups 521.668 145 3.598

Total 539.793 149


towards general services score vary significantly among educational qualification groups.

The ANOVA result shows that the calculated F-ratio value is1.260 which is lesser than

the table value 2.434 of at 5% level of significance. Since the table value is higher than

the calculated value it is inferred that the satisfaction level of general services has no

significant difference between the Occupation groups. Hence the hypothesis is accepted.


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Table Showing Relationship between Annual income and Satisfaction level of

general services


between the annual income groups.

Table No: 3.30

Group statistics - Annual Income and Satisfaction level of general services

Satisfaction Level Of General Services

Score

Mean S.D No.

AnnualIncome

Up to Rs.100000 20.31 1.79 64

Rs.100001 toRs.200000

20.49 1.97 68

AboveRs.200000 19.33 1.88 18

Total 20.27 1.90 150

Source: Computed


income of Rs.100001to Rs.200000 have a higher mean of 20.49 with satisfaction level of

general services.

.


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Table No: 3.30(a)

ANOVA for Satisfaction Level of General Services Score and Annual Income


Between Groups 19.058 2 9.529 2.690 3.058

Within Groups 520.735 147 Gr3.542

Total 539.793 149


towards general services score vary significantly among Annual income groups. The

ANOVA result shows that the calculated F-ratio value is2.690 which is lesser than the

table value 3.058 of at 5% level of significance. Since the table value is higher than the

calculated value it is inferred that the satisfaction level of general services has no

significant difference between the annual income groups. Hence the hypothesis is

accepted.


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t-test

T-test is applied to find whether the mean satisfaction score vary significantly between

two variables. It should be calculated the only two variables.

Table Showing Relationship between Gender level and patient perception towards

hospital Facility

Hypothesis: The Patient perception towards hospital facility has no significant

difference between the Male and female.

TABLE NO: 3.31

Group Statistics -Gender and patient perception


Mean S.D No.

GenderMale 28.25 2.01 72

Female 28.18 1.84 78

Total 28.21 1.91 150

Source: Computed

From the above table it is inferred that the respondents belong to the male

category has a higher mean of 28.25 towards patient perception to hospital facility.

Table No: 3.31(a)

t-test for Equality of Means

T DF SIG

.225 148 1.976

The T-test was applied to find whether the mean satisfaction score vary

significantly between Male and female. The calculated t-test value is 0.225 which is

lesser than the table value of 1.976at 5%level of significance. Since the table value is

higher than the table value it is inferred that the mean patient perception towards hospital

facility has no significant difference between the Male and female. Hence the hypothesis

is accepted.


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Table Showing Relationship between Marital status and patient perception towards

hospital Facility

Hypothesis: The Patient perception towards hospital facility has no significant

difference between the married and unmarried.

Table No: 3.32

Group Statistics -Marital Status and patient perception

Patients perception towards hospital facility score

Mean S.D No

Marital status

Married 28.15 1.79 104

Unmarried 28.35 2.17 46

Total 28.21 1.91 150

Source: Computed

From the above table it is inferred that the respondents belong to the marital status

level of unmarried have a mean of 28.35 with patient perception towards hospital facility.

Table No: 3.32(a)


T DF SIG

.571 148 1.976


significantly between Male and female. The calculated t-test value is 0.571 which islesser than the table value of 1.976 at 5% level of significance. Since the table value is

higher than the calculated value it is inferred that the mean patient perception towards

hospital facility has no significant difference between the Married and Unmarried. Hence

the hypothesis is accepted.


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Table Showing Relationship between type of patient and patient perception towards

hospital facility

Hypothesis: The Patient perception towards hospital facility has significant with the

Inpatient and Outpatient.

Table No: 3.33

Group Statistics-Type of Patient and patient perception


Mean S.D No.

Type of patient

Inpatient 28.55 2.00 77

Outpatient 27.86 1.76 73

Total 28.21 1.91 150

Source: Computed

From the above table it is inferred that the majority of respondents are outpatients

have a higher mean of 27.86 with patient perception towards hospital facility.

Table No: 3.33(a)


T DF SIG

2.212 148 1.976


significantly between Inpatient and Outpatient. The calculated t-test value is 2.212 whichis higher than the table value of 1.976 at 5%level of significance. Since the calculated

value is higher than the table value it is inferred that the mean patient perception towards

hospital facility has significant with the Inpatient and Outpatient. Hence the hypothesis is

rejected.


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Table Showing Relationship between area of residence and patient perception

towards hospital Facility

Hypothesis: The Patient perception towards hospital facility has no significant difference

between the Rural and Urban.

Table No: 3.34

Group Statistics-Area of residence and patient perception


Mean S.D No.

Area of ResidenceRural 28.16 2.07 79

Urban 28.27 1.74 71

Total 28.21 1.91 150

Source: Computed

From the above table it is inferred that the majority of respondents belong to

urban areas has a mean of 28.27 with patient perception towards hospital facility.

Table No: 3.34(a)


T DF SIG

.328 148 1.976

The T-test was applied to find whether the mean satisfaction score varysignificantly between Rural and Urban. The calculated t-test value is 0.328 which is

lesser than the table value of 1.976 at 5%level of significance. Since the table value is

higher than the calculated value it is inferred that the mean patient perception towards

hospital facility has no significant difference between the Rural and Urban. Hence the



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Table Showing Relationship between Gender and Satisfaction level regarding the

hospital personnel

Hypothesis: The Satisfaction level towards hospital person has no significant difference

between the Male and Female.

Table No: 3.35

Group Statistics-Gender and Level of satisfaction

Satisfaction Level regarding the Hospital Persons Score

Mean S.D No.


Female 32.76 2.76 78

Total 32.62 2.71 150

Source: Computed


category has a higher mean of 32.76 with satisfaction level regarding the hospital

persons.

Table No: 3.35(a)


T DF SIG

.640 148 1.976


significantly between Male and Female. The calculated t-test value is 0.640 which is

lesser than the table value of 1.976 at 5%level of significance. Since the table value is

higher than the calculated value it is inferred that the mean level of satisfaction regarding

the hospital persons has no significant difference between the Male and Female. Hence



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Table Showing Relationship between Marital Status and Satisfaction level regarding

the hospital personnel

Hypothesis: The Satisfaction level regarding the hospital persons has no significant

difference between the Married and Unmarried.

Table No: 3.36

Group Statistics-Marital status and Level of satisfaction

Source: Computed


of unmarried have a mean of 32.80 with satisfaction level regarding the hospital persons.

Table No: 3.36(a)


T DF SIG

.553 148 1.976


significantly between married and unmarried. The calculated t-test value is0.553 which islesser than the table value of 1.976 at 5%level of significance. Since the table value is


the hospital persons has no significant difference between the Married and Unmarried.



Mean S.D No.

Marital status

Married 32.54 2.78 104

Unmarried 32.80 2.57 46

Total 32.62 2.71 150


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Table Showing Relationship between Type of Patient and Satisfaction level

regarding the hospital personnel


difference between the Inpatient and Outpatient

Table No: 3.37

Group Statistics-Type of Patient and Level of satisfaction


Mean S.D No.

Type of patient

Inpatient 32.64 2.57 77


Total 32.62 2.71 150

Source: Computed

From the above table it is inferred that the majority of respondents are inpatient

have a higher mean of 32.64 with satisfaction level regarding the hospital persons.

Table No: 3.37(a)


T DF SIG

.076 148 1.976


significantly between Inpatient and Outpatient. The calculated t-test value is 0.076whichis lesser than the table value of 1.976 at 5%level of significance. Since the table value is


the hospital persons has no significant difference between the Inpatient and Outpatient.



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Table Showing Relationship between Area of Residence and Satisfaction level

regarding the Hospital personnel


difference between the Rural and Urban.

Table No: 3.38

Group statistics: Area of Residence and Level of satisfaction


Mean S.D No.

Area of Residence

Rural 32.61 2.94 79

Urban 32.63 2.45 71

Total 32.62 2.71 150

Source: Computed


urban areas has a higher mean of 32.63 with satisfaction level regarding the hospital

persons.

Table No: 3.38(a)


T DF SIG

.059 148 1.976

The T-test was applied to find whether the mean satisfaction score varysignificantly between Rural and Urban. The calculated t-test value is 0.059 which is

lesser than the table value of 1.976 at 5% level of significance. Since the table value is


the hospital persons has no significant difference between the Rural and Urban. Hence



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Table Showing Relationship between Gender and opinion about cost of treatment


the Male and Female.

Table No: 3.39

Group Statistics-Gender and opinion about cost of treatment

Opinion About Cost Of Treatment Score

Mean S.D No.

Gender

Male 14.21 3.38 72

Female 13.99 3.18 78

Total 14.09 3.27 150

Source: Computed


category has a higher mean of 14.21 with opinion about cost of treatment.

Table No: 3.39(a)


T DF SIG

.413 148 1.976




higher than the calculated value it is inferred that the mean opinion about cost of

treatment has no significant difference between Male and Female. Hence the hypothesis

is accepted.


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Table Showing Relationship between Type of Patient and opinion about cost of

treatment

Hypothesis: The opinion about cost of treatment has significant with the Inpatient and

Outpatient.

Table No: 3.41

Group statistics: Type of Patient and opinion about cost of treatment

opinion about cost of treatment score

Mean S.D No.

Type of patientInpatient 15.95 2.32 77


Total 14.09 3.27 150

Source: Computed

From the above table it is inferred that the majority of respondents are inpatients

have a higher mean of 15.95 with opinion about cost of treatment.

Table No: 3.41(a)


T DF SIG

8.765 148 2.609

The T-test was applied to find whether the mean satisfaction score varysignificantly between Inpatient and Outpatient. The calculated t-test value is 8.765 which

is higher than the table value of 2.609 at 1% level of significance. Since the calculated

value is higher than the table value it is inferred that the mean opinion about cost of

treatment has significant with the Inpatient and Outpatient. Hence the hypothesis is

rejected.


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Table Showing Relationship between Area of residence and opinion about cost of

treatment

Hypothesis: The opinion about cost of treatment scores has no significant difference


Table No: 3.42

Group statistics: Area of residence and opinion about cost of treatment

Source: Computed

From the above table it is inferred that the majority of respondents belong

to rural areas has a higher mean of 14.13 with opinion about cost of treatment.

Table No: 3.42(a)


T DF SIG

.131 148 1.976


significantly between Rural and Urban. The calculated t-test value is 0.131 which is


higher than the calculated value it is inferred that the mean opinion about cost of

treatment has no significant difference between the Rural and Urban. Hence the



Mean S.D No.

Area of Residence

Rural 14.13 3.47 79

Urban 14.06 3.06 71

Total 14.09 3.27 150


75/86

75

Table Showing Relationship between Gender and Satisfaction level of General

services

Hypothesis: The Satisfaction level of general services has no significant difference

between the Male and Female.

Table No: 3.43

Group Statistics- Gender and Satisfaction level of General services

Satisfaction level of general services score

Mean S.D No.


Female 20.18 1.67 78

Total 20.27 1.90 150

Source: Computed


category has a higher mean of 20.38 with satisfaction level of general services.

Table No: 3.43(a)


T DF SIG

.627 148 1.976




higher than the calculated value it is inferred that the mean satisfaction level of general

services has no significant difference between Male and Female. Hence the hypothesis is

accepted.


76/86

76

Table Showing Relationship between Marital Status and Satisfaction level of

General services


between the Married and Unmarried.

Table No: 3.44

Group statistics: Marital Status and Satisfaction level of General services

Satisfaction Level of General Services Score

Mean S.D No.

Marital status

Married 20.21 1.99 104

Unmarried 20.41 1.71 46

Total 20.27 1.90 150

Source: Computed


of unmarried have a mean of 20.41 with satisfaction level of general services.

Table No: 3.44(a)


T DF SIG

.597 148 1.976


significantly between married and unmarried. The calculated t-test value is 0.597 whichis lesser than the table value of 1.976 at 5% level of significance. Since the table value is


services has no significant difference between Married and Unmarried. Hence the



77/86

77

Table Showing Relationship between Type of Patient and Satisfaction level of

General services


between the Inpatient and Outpatient.

Table No: 3.45

Group statistics: Type of Patient and Satisfaction level of General services


Mean S.D No.

Type of

patient

Inpatient 20.22 1.95 77


Total 20.27 1.90 150

Source: Computed

From the above table it is inferred that the majority of respondents are outpatients

have a higher mean of 20.33 with satisfaction level of general services.

Table No: 3.45(a)

t-testfor Equality of Means

T DF SIG

.346 148 1.976


significantly between Inpatient and Outpatient. The calculated t-test value is 0.346 which

is lesser than the table value of 1.976 at 5% level of significance. Since the table value is

higher than the table value it is inferred that the mean satisfaction level of generalservices has no significant difference between the Inpatient and Outpatient. Hence the



78/86

78

Table Showing Relationship between Area of Residence and Satisfaction level of

General services



Table No: 3.46

Group statistics-Area of Residence and Satisfaction level of General services


Mean S.D No.

Area of Residence

Rural 20.22 2.02 79

Urban 20.34 1.78 71

Total 20.27 1.90 150

Source: Computed


urban areas has a higher mean of 20.34 with satisfaction level of general services.

Table No: 3.46(a)


T DF SIG.

.394 148 1.976


significantly between Rural and Urban. The calculated t-test value is 0.394 which islesser than the table value of 1.976 at 5% level of significance. Since the table value is


services has no significant difference between the Rural and Urban. Hence the hypothesis

is accepted.


79/86

79

CORRELATION

Correlation was applied to find the degree of relationship between score and

variables. The correlation was also applied to find whether there is a positive or negative

relationship between the variables.

Table No: 3.47

Table showing relationship between the patient perception towards hospital,

satisfaction level towards hospital persons, opinion about cost of treatment,

satisfaction level of general services.

patientsperception

towards

hospitalscore

satisfaction

level towards

hospitalpersons score

opinion

about cost

of treatmentscore

satisfactionlevel of

general

servicesscore

patients perception

towards hospital score

Pearson

Correlation.311(**) .064 .150

satisfaction level towardshospital persons score

PearsonCorrelation

.062 .295(**)

opinion about cost of

treatment score

Pearson

Correlation-.029

satisfaction level ofgeneral services score PearsonCorrelation

** Correlation is significant at the 0.01 level

Source: Computed

Correlation to find the degree of relationship between the variables.

From the table it is a found that there is a positive correlation between patients

perception towards hospital and satisfaction level towards hospital persons (0.311), there

is also positive relationship between satisfaction level towards hospital persons and

satisfaction level of general services (0.295).

From the table it is a found that there is a negative correlation between opinion

about cost of treatment and satisfaction level of general services (0.029),this indicates

that respondents who have less opinion about cost of treatment will have high opinion

regarding the satisfaction level of general services.


80/86

80

KENDALLS COEFFICIENT OF CONCORDANCE

Kendalls Co-Efficient of Concordance has been applied to find out whether

the respondents have assigned similar ranks in expressing their opinion.

Table No: 3.48

HYPOTHESIS: The mean rank of the respondents regarding the influence to select the

hospital.

Factors Mean Rank

Excellent service 2.97

Availability of expert doctors 2.55

Familiarity 2.92

Moderate payment 3.84

Location 2.72

Source: Computed

Lower mean rank of 2.55 is given to availability of expert doctors, which shows

that availability of expert doctors is considered as the first choice, 2.72mean rank is given

to location, which shows that location is considered as t

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Vasan Eye Care Hospital Project

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