Satisfaction Measurement for in-hospital Services among Permanent Pacemaker Implantation Patients: A Pilot Study in Selected Hospital in Kolkata

Abstract

This study aimed to measure the satisfaction, as perceived by permanent pacemaker implantation (PPI) patients during stay in a selected hospital Kolkata. A non-experimental purposive sampling was chosen for selecting study participants. Moreover a qualitative cross sectional survey was conducted from the patients who were admitted in hospital for 1st time PPI. A semi-structured interview questionnaire was framed on the concept of SERVQUAL model, based on five areas, namely, assurance, tangible, reliability, responsiveness empathy, and the reliability. Data were collected from 27 selected participants who were staying hospital at least 3 days in male and female cardiology ward. Another qualitative interview captains five questionnaire was asked from study participants. In consideration of the level of patient satisfaction, majority (i.e., 55.65%) of the participants are satisfied. In case of highly satisfied and low satisfied group, it is quite low, that is, 22.22% for each group. It is also found that areas of assurance and responsiveness need some more attention from health professional so that patients may get confidence. A framework based on qualitative responses is proposed for further scope of improvement of the hospital services.