A STUDY ON PATIENT SATISFACTION IN RADIOLOGY DEPARTMENT AT AMRI HOSPITALS (MUKUNDAPUR) CARRIED OUT AT AMRI HOSPITALS, MUKUNDAPUR KOLKATA FOR THE PARTIAL FULFILLMENT OF THE DEGREE OF BACHELOR IN HOSPITAL MANAGEMENT UNDER MAULANA ABUL KALAM AZAD UNIVERSITY OF TECHNOLOGY & MANAGEMENT FROM DINABANDHU ANDREWS INSTITUTE OF TECHNOLOGY AND MANAGEMENT UNDER THE GUIDANCE OF NAME OF THE EXTERNAL GUIDE NAME OF THE INTERNAL GUIDE MR. SHAKTIPADA DAS MS. MOUMITA ROY AKULI BY DEBDYUTI DAS ROLL NO. :- 15403315009 REGN. NO. :- 151541310009 SEMESTER :- 6TH SEM STREAM :- BACHELOR IN HOSPITAL MANAGEMENT BATCH :- 2015 -2018 ACKNOWLEDGEMENT I am using this opportunity to express my gratitude to everyone who supported me throughout the course of this training. I am thankful for their aspiring guidance, invaluably constructive criticism and friendly advice during my training and the project work. I am sincerely grateful to them for sharing their truthful and illuminating views on a number of issues related to the project. I express my warm thanks to Mrs. Sanjukta Nandy (Principle of our college), Mr. Surajit Das (HOD), Mrs. Moumita Roy Akuli (Guide of the project) and Mr. Shaktipada Das, (HOD of the Radiology Department) of AMRI Hospital for their support and guidance and all the people who provided me with the facilities being required and conductive conditions for my project. Ms. Jayanti Chatterjee (UNIT-HEAD) Mr Sounok Sen Gupta (Head- HR) Mr. Prithwish Das (Sr. Manager, Patient Service) Mrs. Mousmi Ganguly (Sr. Manager, Patient Service) Ms . Poulami Saha (Executive Patient-Service) & all the staff of CT-MRI Department, who not only guided me as a supervisor but also provided all possible help and support in spite of their extremely busy schedule. I would like to thank the entire team of AMRI Vision Care Hospital, Kolkata for their help and co-ordination during the training period. Thank you, DEBDYUTI DAS BHM 6th SEMESTER Dinabandhu Andrews Institute of Technology And Management DECLERATION FORM I declare and inform you that this project entitled “A STUDY ON PATIENT STATISFACION IN RADIOLOGY DEPARTMENT IN AMRI HOSPITAL ,MUKUNDAPUR” has been submitted by me for the partial fulfillment for the requirement of the degree of Bachelor in Hospital management from Dinabandhu Andrews Institute of Technology & Management under Maulana Abul Kalam Azad University Of Technology & Management under the guidance of Mr. Surajit Das (HOD ) , MS. Moumita Roy Akuli (Faculty) , Mr. Shaktipada Das (Radiology -Manager) of AMRI Hospital, MUKUNDAPUR during the academic year of 2018-2019. NAME :- DEBDYUTI DAS ROLLNO. :- 15403315009 REGN. NO. :- 151541310009 OF 2015 - 2016 DURATION OF TRAINING:- 8TH JANUARY TO 14TH APRIL (3 MONTHS) (Signature of the student ) :- For office use only :- The project has been approve / not ...………….…………………………. ………………………………………… ( Signature of the HOD ) (Signature of the Internal GUIDE) EXECUTIVE SUMMARY PATIENT SATISFACTION IN RADIOLOGY DEPARTMENT . An extension study has been performed by me (DEBDYUTI Das), a student of Hospital Management 6th Semester, Dinabandhu Andrews Institute Of Technology & Management ,PATULI campus . It is a summarized idea of Marketing Function, Work Flow, Staffing Pattern and proper functional survey. The methodology of my assignment was purely based on primary and secondary data , the primary data has been collected through the personal observation along with the Departmental help . The secondary data has been collected from the hospital information system. The hospital has been created keeping in mind that those needing treatment should find this unit as an end point of their search for excellence in clinical services , ambience , staff behavior , and at prices so slated so as to be affordable to all . It is a sincere attempt to stop patients from having to travel to north or south India for treatment . We strive to build in transparency in our actions and develop strong doctor – patient communication . The project here is a study of work flow , staffing pattern , functions of the department and patient satisfaction survey. I have observed the different aspect in this Hospital through out of my project survey. The object of the study has been to know present patient satisfaction and develop the strategy to attract , satisfy , and retain more customer for future . CONTENT :- (a) INTRODUCTION (b) HOSPITAL PROFILE (c) OBJECTIVE (d) REVIEW OF LITERATURE (e) INTRODUCTION ABOUT THE SPECIALIZED DEPARTMENT (f) BROAD OVERVIEW (g) METHODOLOGY (h) DATA COLLECTION & INTERPRETATION (i) SUMMARY OF FINDINGS (j) CONCLUSION (k) REFERENCE (l) BIBLIOGRAPHY INTRODUCTION Healthcare services, especially, the standard of medical care has always been of prime concern in every society and in every country. As a result, the healthcare providers who have been hitherto insensitive have started paying attention to the quality aspect of healthcare. The quality can be defined in the simplest words as the “Degree of Excellence”. The quality is a dynamic phenomenon; it keeps on changing. It changes with time, with place and varies from person to person. The level of knowledge, awareness and perception, which determines quality. Radiology is the medical specialty directing medical imaging technologies to diagnose and sometimes treat diseases. Interventional Radiology, a subspecialty developed from Diagnostic Radiology, made relentless progress in last few decades. Today its impact can be felt in every field when patients need to be treated minimally or less invasively. Even Interventional Radiology having subspecialties or superspecialities under its belt like neuro, GI, vascular etc. Today IR can help in almost every aspect from diagnosis to treatment, from palliation to cure. In following paragraphs, I am Trying to give a brief overview what all possible today and the major indications which can come handy during daily practice, some alternative approaches and in some lifesaving situations where an Interventional Radiologist can be engaged for a better outcome although awareness about these procedures are very low. A variety of imaging techniques such as X-ray radiography, ultrasound, computed tomography (CT), nuclear medicine including positron emission tomography (PET), and magnetic resonance imaging (MRI) are used to diagnose and/or treat diseases. ... This report is then transmitted to the Clinician who requested the imaging. HISTORY OF THE HOSPITAL :- AMRI Hospitals is a private hospital chain which is headquartered at the city of Kolkata, West Bengal. It was co-founded by the Emami and Shrachi Groups in 1996, two of Kolkata’s developing groups, in a partnership with the Government of West Bengal to expand health coverage options for consumers. The company’s head office is in Kolkata with 6 branches in West Bengal, 1 at Bhubaneswar. HOSPITAL PROFILE :- AMRI Hospital Mukundapur started as the first boutique multi super specialty healthcare facility in Eastern India. AMRI Mukundapur is a comprehensive healthcare treatment facility equipped with the state-of-the-art international standard equipment. The unit is currently functioning as a 175 bedded multi super specialty hospital. The best aspect about the hospital is the soothing ambience at par International Standards and highly professional staffs who manage the latest technology. Having being geographically located at the heart of south and in Kolkata surrounded by landmarks like Satyajit Ray Film Institute, Metro Cash and Carry it is not only very easy to reach but easy transit is availed by the Eastern Metropolitan Bypass which touches the hospital premises. Internationally acclaimed consultants are attached on full time basis with the unit hence highest standards of clinical service is always maintained. The facility has advanced infrastructure and expert team of dedicated full time doctors to take care of any clinical situation for women and child- besides offering very specialized services like CO2 Laser Therapy and Bariatric Surgery for child obesity. THE BACKGROUND In early 1990s the Government of West Bengal handed over the charge of ‘Niramoy’a Government owned Polyclinic at Dhakuria, to Mr. Shravan Todi of Shrachi Group. He inducted Emami and another promoter, to build Advanced Medicare & Research Institute Ltd., a super specialty hospital with sizeable investment to offer quality healthcare. The name was finally changed to AMRI Hospitals Limited in 2009. The most visible value that the Emami Group brought to the institution was a spirit of passionate entrepreneurship. AMRI Hospitals Mukundapur started as a boutique multi super specialty healthcare facility in Eastern India. AMRI Mukundapur is a comprehensive healthcare treatment facility equipped with state-of-the art International standard equipment. The unit is currently functioning as a 175 bedded multi super specialty hospital. The best aspect about the hospital is the soothing ambience at par International Standards and highly professional staff who manage the latest technology. Board of Directors: o Mr. Rupak Barua , Group CEO o Mr. Om Prakash Saxena, Director o Mr. Om Prakash Jhunjhunwala, Director o Mr. Rajesh Parekh, Director o Mr. Anil Malawat, Director o Mr. Ashish Goenka, Director AMRI HOSPITALS VISION, MISSION & Quality Policy Vision Be cherished as the best place to come for care and the best place to work. Mission To provide healthcare services maintaining accountability in a responsible manner which contribute to the physical, psychological, social and spiritual well-being of the patients and community, which