Customer Satisfaction in Health Care Sector

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Customer Satisfaction in Health care sector

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EXECUTIVE SUMMARY

Life is more then anything. & Health care is most interrelated, most needed part of life. For getting perfect health care from any well-known hospital Apollo is the first name among all.

APOLLO Hospital is the best hospital & the services of this hospital are one of the best services in Bangladesh.

The Apollo hospital is now the pioneer of infertility treatment in Bangladesh, providing world class infertility care to patients at affordable prices and a high success rate for a decade now.

Apollo Hospitals has made colossal strides to reach where it is, more and more facets of the founding vision have turned to reality. This hospital is now famous in worldwide. Patients who get services from this hospital were very grateful & they have full trust in it . But one problem is that it is the hospital for the rice people.

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Letter of TRANSMIT

11th March 2010,

Monsura Jaman

Assistant coordinator

Faculty of BusinessASA University of Bangladesh

Subject: Evaluation of Customer Satisfaction in Health care sector.

Dear Sir,

We have the pleasure to submit our report on Evaluation of Customer Satisfaction in Health care sector as “Apollo Hospital Limited” in Bangladesh.

We have put our best effort to complete the report with all information that we had collected during our survey in Apollo Hospital Limited in Bangladesh.

We deeply apologize for the unintentional mistakes and hope you will oversee those considering our inexperience.

Sincerely Your,

On behalf of the groupRoksana Aktar MuktaID # 082.12.0150Batch: 4th, Section: DFaculty of Business

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ACKNOWLEDGEMENT

This report is an integral part of the BBA program designed by the Department of Business Administration. The intension of the in BBA program is to give the students the practical essence of the real world, which ultimately helps them to build up the carrier.

Firstly, we would like to express our deep gratefulness to the almighty Allah who has given us the strength, wisdom and endurance to fruitfully preparing this internship report.

We would like to express our heart-felt gratitude to our respected teacher Monsura Jaman and our university dean, for his constant assistance and guidance to prepare our report.

We are also very grateful to the customer of the APOLLO HOSPITAL LIMITED for their priceless advice, kind effort & time to prepare our report.

We would like to give thanks to all the concerned officers of Apollo Hospital Limited for their cooperation.

We are thankful to our parents, friends (as Sami, Polash, Refat, Maruf & so many) classmates as well as other intern student who helped me to complete this report.

Sincerely Your,

On behalf of the groupRoksana Aktar MuktaID # 082.12.0150

INDEX

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Serial No. Particular Page No.01 Introduction 0102 Objectives 0203 Methodology 0304 Result & Discussion 0405 Conclusion 1406 Recommendation 1507 Reference 1608 Appendix 17

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Introduction:

Overall Background

In Bangladesh, the status of healthcare is similar to the one of many developing countries: medical practitioners in Bangladesh often operate in relative isolation, dealing with diverse health care needs. Apollo hospital

Individual Objective

Mission and Vision

Apollo Hospital” is committed to provide superior healthcare services of international standards in a comprehensive manner to every individual with an emphasis on quality, service excellence, empathy and respect.

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Objective1. To evaluate the Patients satisfaction.2. Compare to the other health care center.3. To know what types of facilities they are provided to the customer.

4. To find out the innovativeness of management procedures objectives.

5. To identify the lacking & problem of health care system of Apollo hospital.6. To know the customer opinion of Apollo hospital.7. To know their competitive position in Bangladesh8. To know their services cost9. & to know why they are the best hospital in Bangladesh?

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3. Methodology

Both the primary and secondary sources of information have been collected for the purpose of

this report….

Primary Data

- Visiting Apollo hospital

- Oral conversation with the 40 patients of Apollo Hospital.-

Secondary Datawww.apollohospitalbd.net

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4. Data Analysis

Measures of Central Tendency

Weighted Mean xˉ w = Σ (w*x) / Σw

Where,

xˉ = Symbol for the weighted Mean

w = Weight assigned to each derivation

Σ (w*x) = Sum of the weight of each element

Σw = Sum of all of the weight

w = Σ (fi*xi) / Σfi = xˉ

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Now results are shown by the pie chart:

1. The communication system of the hospital =4.7

(Xi) Fi * Xi_ Fi _Fi*Xi/ FiCriteria Very Poor (1) Poor (2) Neutral/Fair (3) Good (4) Excellent (5) X A X / A1.The communication system 0 0 1 10 29 188 40 4.7

RANK (Fi)

2. Courteous service/empathy =4.525

(Xi) Fi * Xi_ Fi _Fi*Xi/ FiCriteria Very Poor (1) Poor (2) Neutral/Fair (3) Good (4) Excellent (5) X A X / A2.Courteous service 0 0 4 11 25 181 40 4.525

RANK (Fi)

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3. Effectiveness of solution/information =4.35

(Xi) Fi * Xi_ Fi _Fi*Xi/ FiCriteria Very Poor (1) Poor (2) Neutral/Fair (3) Good (4) Excellent (5) X A X / A3.Effectiveness of solution 0 1 5 13 21 174 40 4.35

RANK (Fi)

4. Fairness and trust about the hospital =4.50

(Xi) Fi * Xi_ Fi _Fi*Xi/ FiCriteria Very Poor (1) Poor (2) Neutral/Fair (3) Good (4) Excellent (5) X A X / A4.Fairness & trust 0 1 2 13 24 180 40 4.5

RANK (Fi)

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5. Competency and confidence =4.55

(Xi) Fi * Xi_ Fi _Fi*Xi/ FiCriteria Very Poor (1) Poor (2) Neutral/Fair (3) Good (4) Excellent (5) X A X / A5.Competancy & confidence 0 0 1 16 23 182 40 4.55

RANK (Fi)

6. Payment matters =4.075

(Xi) Fi * Xi_ Fi _Fi*Xi/ FiCriteria Very Poor (1) Poor (2) Neutral/Fair (3) Good (4) Excellent (5) X A X / A6.Payment metters 0 2 9 13 16 163 40 4.075

RANK (Fi)

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7. Management rules and regulations =4.40

(Xi) Fi * Xi_ Fi _Fi*Xi/ FiCriteria Very Poor (1) Poor (2) Neutral/Fair (3) Good (4) Excellent (5) X A X / A7.Management rules 0 1 2 17 20 176 40 4.4

RANK (Fi)

8. Timeliness of service delivery or problem solution =3.625

(Xi) Fi * Xi_ Fi _Fi*Xi/ FiCriteria Very Poor (1) Poor (2) Neutral/Fair (3) Good (4) Excellent (5) X A X / A8.Timeless of service 0 7 8 18 7 145 40 3.625

RANK (Fi)

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9. Waiting times and delays =3.80

(Xi) Fi * Xi_ Fi _Fi*Xi/ FiCriteria Very Poor (1) Poor (2) Neutral/Fair (3) Good (4) Excellent (5) X A X / A9.Waiting time &delay 0 7 7 13 13 152 40 3.8

RANK (Fi)

10. Responsiveness and psychological aspects =3.80

(Xi) Fi * Xi_ Fi _Fi*Xi/ FiCriteria Very Poor (1) Poor (2) Neutral/Fair (3) Good (4) Excellent (5) X A X / A10.Responsiveness 1 3 8 19 9 152 40 3.8

RANK (Fi)

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11. Ease to access to help you requested/availability =3.925

(Xi) Fi * Xi_ Fi _Fi*Xi/ FiCriteria Very Poor (1) Poor (2) Neutral/Fair (3) Good (4) Excellent (5) X A X / A11.Availability 1 2 7 19 11 157 40 3.925

RANK (Fi)

12. Overall handling of your case =4.125

(Xi) Fi * Xi_ Fi _Fi*Xi/ FiCriteria Very Poor (1) Poor (2) Neutral/Fair (3) Good (4) Excellent (5) X A X / A12.Overall handling 0 1 7 18 14 165 40 4.125

RANK (Fi)

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13. Satisfaction with the final service received =4.30

(Xi) Fi * Xi_ Fi _Fi*Xi/ FiCriteria Very Poor (1) Poor (2) Neutral/Fair (3) Good (4) Excellent (5) X A X / A13.Satisfaction 0 1 5 15 19 172 40 4.3

RANK (Fi)

14. Overall quality of service received =4.425

(Xi) Fi * Xi_ Fi _Fi*Xi/ FiCriteria Very Poor (1) Poor (2) Neutral/Fair (3) Good (4) Excellent (5) X A X / A14.Quality of service 0 1 3 14 22 177 40 4.425

RANK (Fi)

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15. Company’s buildings and machinery =4.525

(Xi) Fi * Xi_ Fi _Fi*Xi/ FiCriteria Very Poor (1) Poor (2) Neutral/Fair (3) Good (4) Excellent (5) X A X / A15.Company building & machinery 0 1 2 12 25 181 40 4.525

RANK (Fi)

16. Other facility and services =4.425

(Xi) Fi * Xi_ Fi _Fi*Xi/ FiCriteria Very Poor (1) Poor (2) Neutral/Fair (3) Good (4) Excellent (5) X A X / A16.Other facilities & service 0 1 2 16 21 177 40 4.425

RANK (Fi)

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Now Table shows the Overall Result:

(Xi) RANK (Fi) Fi * Xi_ Fi_Fi*Xi/ Fi

CriteriaVery Poor (1)

Poor (2)

Neutral/Fair (3)

Good (4)

Excellent (5) X A X / A

1 0 0 1 10 29 188 40 4.72 0 0 4 11 25 181 40 4.5253 0 1 5 13 21 174 40 4.354 0 1 2 13 24 180 40 4.55 0 0 1 16 23 182 40 4.556 0 2 9 13 16 163 40 4.0757 0 1 2 17 20 176 40 4.48 0 7 8 18 7 145 40 3.6259 0 7 7 13 13 152 40 3.810 1 3 8 19 9 152 40 3.811 1 2 7 19 11 157 40 3.92512 0 1 7 18 14 165 40 4.12513 0 1 5 15 19 172 40 4.314 0 1 3 14 22 177 40 4.42515 0 1 2 12 25 181 40 4.52516 0 1 2 16 21 177 40 4.425

2 29 73 237 299  Total - X     68.05

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5. Conclusion:

Bangladesh, the healthcare centre is developing their medical practitioners in Bangladesh often operate in relative isolation, dealing with diverse health care needs.

Apollo Hospital is one of the most famous hospitals in Bangladesh. Now a days Apollo is not only provides the most modern treatments for infertility, pertaining to international health guidelines but has also ventured into the field of maternal and child healthcare.

This hospital is so famous & very costly so one problem is that all kind of people do not have the ability to get their services. But again it is the best hospital in Bangladesh & provide the best services.

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6. Recommendation:

Day by day increase health care center in Bangladesh, and they are try to increase their all medical facilities. Apollo hospital is a modern basis hospital. It is one of the famous private hospital of Bangladesh. They always try to give higher benefits and higher facilities in their customer. They use modern technology & best quality materials. After analyzing we want to recommend that customer satisfaction of Apollo Hospital is good about the customers (communication, trust, benefits, & service) and one of the reasons for dissatisfaction and this is higher price.

The authority of this hospital may solve that problem by taking necessary steps.

They have to be compassionate and respectful to patients' beliefs and values and to make sound decision in the interest of the patients.

Again, we want to say that the mentioned problems have to be solved as early as possible to have 100% trusts from the patients. But from overall aspects Apollo Hospital is the best Hospital in Bangladesh.

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7. References

Statistics for Management

o Lieven and Rubin

Website

o www.apollo hospitalbd.net