14. Appendix- Sample Questionnaire

Transcription

1 14. Appendix- Sample Questionnaire A Study on Market Orientation and Service Quality in Multi- Specialty Hospital in Gujarat State Hospital Details: Name of hospital: No. of Specialty: No. of Beds: City: Patient Details: Type of respondent Name of patient/attendant: Type of illness: Demographic Details of Respondents 1 Age Group ( Years) 1. Less than More than 55 2 Gender 1. Male 2. Female 3 Income Range and below ( Monthly Family Income) More than A Study on Market Orientation and Service Quality in Multi-Specialty Hospital in Gujarat State 14.1

2 5 Employment/Occupation 1. Executive/ Manager/Professional 2. Clerical/ Factory worker/ other white collar job 3. Self Employed/ Business Owner 4. Unemployed/ House wife/ Retired/Student 5 Educational Level 1. Primary school or less 2. Secondary school 3. Higher secondary school 4. Under Graduate 5. Post Graduate 6 Marital status 1. Married with children 2. Married without children 3. Unmarried /Widowed/Divorced/Separate 7 Place of residence 1. Rural region 2. Urban region A Study on Market Orientation and Service Quality in Multi-Specialty Hospital in Gujarat State 14.2

3 Appendix; A. Perception of Market orientation: self-evaluation by the Patients or their Attendants Customers were asked to relate the following set of statements to their feelings about the service provider, and indicate the extent to which they agree or disagree with each statement. This survey deals with your opinions of Market Orientation. A seven-point scale can be used to measure the customer s perception of Market Orientation by the hospital, Do this by picking one of the seven numbers next to each statement. If you are strongly agree circle the number 7, if you strongly disagree circle 1 and consequent scale for your opinion. LIKERT SCALE Neither nor disagree Customer focus M1 The organizational objectives of this service provider are driven primarily by customer satisfaction. M2 I believe that this service provider exists primarily to serve customers. M3 This service provider measures customer satisfaction systematically and frequently. M4 This service provider has routine or regular measures of customer service. Needs Assessment M5 This service provider s strategy for competitive advantage is based on its understanding of customers needs.. M6 This service provider is more customer-focused than its competitors. M7 This service provider constantly monitors its level of commitment and orientation to serving customer needs. M8 This service provider freely communicates information about its successful customer experiences across all departments. M9 This service provider polls customers at least once a year to assess the quality of its services. M10 Data on customer satisfaction are disseminated at all levels in this service provider on a regular basis. A Study on Market Orientation and Service Quality in Multi-Specialty Hospital in Gujarat State 14.3

4 Appendix; B. Perception of Service Quality: self-evaluation by Patients or their Attendants Customers were asked to relate the following set of statements to their feelings about perception of the service encounter provided by the hospital, and indicate the extent to which they agree or disagree with each statement. This survey deals with your opinions of Service Quality. A seven-point scale can be used to measure the Service Quality specification by services provider in the hospital, do this by picking one of the seven numbers next to each statement. If you are strongly agree circle the number 7, if you strongly disagree circle 1 and consequent scale for your opinion. LIKERT SCALE Neither nor disagree Infrastructure SQ1 Ease and quickness in getting ambulance services from the hospital SQ2 Cleanliness and comfort (e.g. well-ventilated, with minimal noise level) of your ward-room and toilet SQ3 Adequacy of overall security prevalent in the hospital SQ4 The support provided by hospital management to your attendant in taking care of you SQ5 Level of availability of required drugs in time SQ6 Level of availability of doctors and nurses, as and when required in your ward SQ7 Level of availability of medical equipment in proper working condition SQ8 Timely and hygienic food supplied to wards and rooms SQ9 Infection-free environment/treatment provided by the hospital during your stay SQ10 Level of availability of life-support facilities to manage any sudden deterioration in health condition SQ11 Good house-keeping facilities(e.g. pillows, buckets, mugs, dressings material, etc) SQ12 Extent to which physical facilities and infrastructure in hospital are visually appealing SQ13 Presence of mechanisms to gather patient s needs (e.g. common cards, satisfaction surveys, etc.) SQ14 Presence of signs in prominent places about patients well-being and preventive A Study on Market Orientation and Service Quality in Multi-Specialty Hospital in Gujarat State 14.4

5 measures to increase health awareness among patients and visitors (e.g. advertisements about effects of tobacco, cleanliness of water, etc.) SQ15 Infection-free environment/treatment provided by the hospital during your stay Personnel quality SQ16 Courtesy shown by the hospital administrative staff to you SQ17 Level of availability of doctors and nurses, as and when required in your Ward SQ18 Nurses care and responsiveness to you SQ19 Courtesy shown by the hospital management to your visitors SQ20 Punctuality of doctors while conducting ward rounds SQ21 Competency and skill of doctors SQ22 Competency and skill of paramedical and support staff SQ23 Courtesy and attentiveness shown by nurses to you SQ24 Teamwork demonstrated by doctors and nursing staff SQ25 Doctors friendly and caring attitude with due understanding of your feelings and needs SQ26 Extent to which the hospital staff addressed your concerns and requirements with understanding and caring attitude Process of Clinical Care SQ27 Medical advice and instructions provided by doctors at the time of discharge SQ28 Pre-operative advice given to you by doctors SQ20 Post-operative care provided by the hospital to you SQ30 Delay or cancellation of your scheduled admission/surgery SQ31 Fruitfulness of the medical treatment received by you SQ32 Correct assessment of your health condition by doctors SQ33 Explanation offered by the doctor about treatment procedures and outcomes SQ34 Information and appraisal provided by doctors about your health, medical tests and treatment procedures SQ35 Interactions among doctors of appropriate specialties with regard to (i.e. in respect of) your medical care SQ36 Promptness of handling unforeseen/unexpected complications (arising in the process of medical/surgical treatment) by the medical team A Study on Market Orientation and Service Quality in Multi-Specialty Hospital in Gujarat State 14.5

6 Administrative Procedures SQ37 Ease of consulting with doctors (within a reasonable waiting time) SQ38 Prompt, simple and clear admission processes and procedures SQ39 Ease of getting diagnostic tests done SQ40 Simplified administrative procedures with respect to bill payment and discharge SQ41 Enforcement of visiting policy (e.g. visiting hours) SQ42 Clear information and instructions provided by the hospital administration to you about hospital rules and procedures SQ43 Assistance provided to you by the staff in arranging for additional care or services (e.g. Physiotherapy) SQ44 The support provided by the hospital management to your attendant in taking care of you SQ45 Safety Measures Adequacy of hygienic care and procedures (e.g. wearing gloves) followed by the hospital personnel Corporate image SQ46 Sincerity, honesty and ethics followed by the hospital in providing medical services to you SQ47 Reputation enjoyed by the hospital SQ48 Investment in new technologies and innovative practices by the Hospital Social responsibility SQ49 Fair medical treatment provided to you by the hospital SQ50 Provision of medical services with nominal cost to the needy patients SQ51 Ethical principles followed by the hospital in delivering medical care to patients among different segments in the society Trustworthiness of the hospital SQ52 Your level of confidence in the doctors who treated you SQ53 Presence of correct, accurate and reliable billing system in the hospital SQ54 Hospital provided services as promised and on timed. Extent to which the services, functioning and administration of the hospital are credible SQ55 Maintenance of patient privacy and confidentiality by the hospital A Study on Market Orientation and Service Quality in Multi-Specialty Hospital in Gujarat State 14.6

7 Appendix; C.: Self-evaluation by the Patients or their Attendants Patients/ Attendants were asked to relate the following set of statements with their truth and relate their feelings about the service provider and Satisfaction with this Hospital. This survey deals with their opinions done this by picking one of the options. Other Reviews & Details of Respondents 1 Mode of payment 1. Fully self paying patient 2 Number of visits 4. First time 2. Paying partially by employer 3. Full paying through private insurances or employer More than 25 3 Charges of Hospitals 8. High 9. Medium 10. Law 5 Your satisfaction with this Hospital 11. High 12. Medium 13. Law A Study on Market Orientation and Service Quality in Multi-Specialty Hospital in Gujarat State 14.7