SUBMISSION OF PROJECT SYNOPSIS & GUIDE ACCEPTANCE FORM

(To be submitted to the project steering comittee)

PART A: Synopsis Registration
I. Student Details
Name

Aarti Pandey

Roll Number

1502007696

Name of program

MBA

Session

Spring

Year

2016

Semester

Semester III

Specialisation

MH0055S-201602-DE

II. Project Synopsis Details

Title of the project

A Study on improving customer experience using integrated management in IPD

Introduction and Objectives of the

Healthcare has become one of Indias largest sectors both in terms of revenue and

study

employment. Healthcare comprises hospitals, medical devices, clinical trials,

outsourcing, telemedicine, medical tourism, health insurance and medical
equipment. The Indian healthcare sectors is growing at a brisk pace due to its
strengthening coverage, services and increasing expenditure by public as well as
private players. Indian healthcare delivery system is categorised into two major
components public and private. The government, i.e. public healthcare system
comprises limited secondary and tertiary care institutions in key cities and focuses on
providing basic healthcare facilities in the form of primary healthcare centres (PHCs)
in rural areas. The private sector provides majority of secondary, tertiary and
quaternary care institution with a major concentration in metros, tier I and tier II
cities. Objectives of the Study: 1. To study the Admission process turn-around time
(TAT). 2. To observe various customer experience and service delivery tools and
protocols in Inpatient department. 3. To know how the Integrated Information
management system used in Inpatient department for the patient information.

Problem Statement (including

Statement of the problem: One of the most important areas in day to day

Literature Review)

management of the Hospital is Inpatient Department. Inpatient department is the

functional area of hospital that provides highest possible quality of medical and
nursing care and also provide comfortable environment, substituting temporary
home for patients designed to accommodate all their basic needs. A study on
improving customer experience using integrated management in IPD at Columbia
Asia Hospital, which is aimed at creating an understanding of how to improve
customer or patient experience regarding their stay in the hospital. ELIZA L.Y.
WONG, ANGELA COULTER, ANNIE W.L. CHEUNG, CARRIE H.K. YAM, E.K. YEOH and
SIAN GRIFFITHS from School of Public Health and Primary Care, The Chinese
University of Hong Kong, China, and Department of Public Health, University of
Oxford, England, UK International Journal for Quality in Health Care 2013; Validation
of Inpatient experience. Volume 25, Number 4: pp. 443-451 says that patient
experience is considered as an important indicator of healthcare quality self-reported

inpatient experience in Hong Kong (HK) were measured by adopting the 15-item
Picker patient Questionnaire from the UK. However, patient needs, preferences and
expectations toward the health service vary among countries due to dierent
healthcare structures, hospital environments, and local cultures. Valid and reliable
measures are required to obtain meaningful assessments of patient experience.
Thus, the HK Hospital Authority (HA), an independent public sector organization
providing approximately 90% of hospital-based acute care and rehabilitation services
in Hong Kong, commissioned this research in 2009 to develop a patient experience
tool that would be the rst locally developed and validated inpatient experience in
Hong Kong and, perhaps in China and Asia. NEREA GONZALEZ, JOSE .M.
QUINTANA1, AMAIA BILBAO, ANTONIO ESCOBAR, FELIPE AIZPURU, ANDREW
THOMPSON, CRISTOBAL ESTEBAN, JOSE ANTONIO SAN SEBASTIAN and EMILIO DE LA
SIERRA of Quality Unit, Hospital of Cruces, Cruces, and Psychiatry and Psychology
Service, Hospital of Basurto, Bilbao, Bizkaia, Spain Development and Validation of an
Inpatient satisfaction International Journal for Quality in Health Care 2005; Volume
17, Number 6: pp. 465-472 Patient satisfaction is one of the most commonly used
outcome measures, as shown in the increases number of tools created to assess
satisfaction in recent years. Some authors go so far as to consider patient satisfaction
as one of the primary outcomes of health care. Several approaches have been
developed to survey patient perceptions of health care, such as suggestion boxes,
formal complaints, qualitative methods, or audits. However, satisfaction
questionnaires are undoubtedly the most commonly used method. The patient
satisfaction questionnaires must full, among other requirements, certain
psychometric properties, especially if the aim is to generalize the information to the
target population. Over the last 30 years, numerous questionnaires have been
developed to measure patient satisfaction with hospital care.
Methodology and References

Research Methodology: Data source :Primary and Secondary data Area of

Research :Columbia Asia Hospital Research approach :Survey method Research
tool :Questionnaire Sample plan :personal interview with patients Sample unit :
Inpatient department Sample size : 131 Data collection method: The information
necessary for this survey is collected by trapping primary and secondary sources.
Measuring tool: A tool is an aid with which necessary and relevant information can be
fetched systematically to the subject matter. The personal interaction method was
the tool of the data collection. The schedule contains several questions resulting to
dierent aspects of the problems under analysis. Open and closed ended questions
were used for the interaction with patients. Sources of data: Primary data: Primary
data refers to the rst-hand information from the company or original information
gathered for a specic purpose and provides accurate and relevant information,
which is collected on the basis of personal interview with the patients.
Questionnaire was personally given to all the respondents and survey was conducted
on each of the respondents feedback. Survey was conducted from all the patients
admitted in Inpatient department. Under personal interaction I personally met the
IT technician, HR manager and supervisor, Inpatient department supervisor and
nursing department head and collected their opinion about their duties towards
patient satisfaction. Secondary source: Secondary data was collected through the
following ways: Hospital website Hospital manual Newspaper Hospital
brochures Limitations of the study: The period of research study is constrained to 8
weeks only. The geographical scope of the study is restricted to Columbia Asia
Hospital only. Some of the information was condential which hospital cannot

share with us. Employees and patients were reluctant and hesitant to share the
information whereas management may not like to share the internal information

III. Guide Details

Name of the Guide

YATHISH N J

Date of Birth

0000-00-00

Primary Contact Number

+919743817416

Primary Email Id

yathish.24885@gmail.com

Total Experience

Country

India

Area of
Specialisation

Name of the PG

Year of
passing

Institution/University

Master of Business Administration

(MBA)
Does the guide has more than

two years of Experience

I Dr./Mr./Mrs/Ms. YATHISH N J hereby conrm my willingness to guide Mr./ Ms. Aarti Pandey RollNo. 1502007696 attached
to Learning Centre (code) 02940 , HLC ACADEMY, whose Project Title is A Study on improving customer experience using
integrated management in IPD during the Spring session of 2016 (year). I agree to submit the project status/ Internal
Assessment marks to the University.

(Signature of the Guide)

I hereby declare that this project synopsis is an original work carried by me and will not be
submitted to any other University for fulllment of any course of study.
Place
Date

(Signature of the Student)