Annexure 5: OPERATIONAL DETAILS OF THE SCORE CARD

Introduction
The Patient Score card has been designed for the purpose of getting the feedback
of the patients any time and with ease. The options contained in it will ensure complete
transparency and clear pinpointing of problem areas will be possible.

The Score card has 15 factors which has been arrived at after getting the
preference ratings of the patients from the survey conducted on a sample of 240 patients
distributed across departments as per the patient load. The sampling has ensured random
selection of the respondents to get quality rich information. The validity of the output
thus generated from the factors is guaranteed and can be generalized to the entire
population of patients in the hospital. There were a total of 55 attributes, which were
finally consolidated under 15 heads based on the importance ranking given by patients.

Structural Details
The scorecard is very user friendly. One can get clear information about the
patient ratings, the background of the patient and complaints and suggestions if any. The
details are as follows:
Sheet 1: Score Card
There are 15 factors in the scorecard, some of which are further sub-divided. The details
are:
1. Physician: It will include doctor’s skill in diagnosing patient, behaviour and
courtesy shown by him. It is further divided into three sub-groups-
 Skill
 Courtesy
 Punctuality

2. Support Staff: It will include skill, way of handling patients and courtesy by
nurses and other support staff such as ward boy, receptionist, lab technician,
pharmacy staff, billing staff or any other staff. It is further subdivided into-

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  Nurses
 Ward Boys
 Receptionist
 Lab-technician
 Pharmacy staff
 Billing Staff/ Cashier
 Any other (security, etc)
3. Support services: Includes the services provided by the support services such as
kitchen, pharmacy, etc. It is further divided into:
 Kitchen
 Radio-diagnosis
 Pathology
 Pharmacy
4. Time Spent: It will include time spent against availing any services such as
consultation with doctor, registration, pharmacy, Cashier counter, Tests (such as
X-ray, pathology etc.)
 Diagnosis
 Registration
 Pharmacy
 Cashier Counter
 Test (Pathology or Radio-diagnosis)
5. Efficiency of Treatment: It means whether patient is getting the desired treatment
efficiently or not.
6. Infrastructure: It includes the level of technology and the patients’ perception of
the building, etc.
7. Convenience: It is related with the easy location of the departments, convenience
in reaching hospital, etc.
8. Comfort: It will include comfort while waiting such as proper fans, proper place
for sitting, eating food for relatives of indoor patients etc.

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 9. Cleanliness: This should take into its purview cleanliness of corridors, bathrooms,
wards, bed sheets (for inpatients) etc. It is further divided into cleanliness of-
 Corridors
 Waiting Room
 Bath Room
 Wards
10. Expenses: It will include expenses on treatment, medicines, other services such as
X-ray, pathological tests or ward charges etc. It is divided into-
 Medicines
 X-ray
 Pathology
 Radio- Diagnosis
 Overall treatment
11. Procedural: Related with the paper work related during discharge time, billing
details etc.
12. Information Dissemination: This will include information dissemination to
relatives by doctors and nurses.
13. Grievance Redressal: It is related with the promptness with which any grievance
is heard and is attended to by the hospital staff.
14. Emergency Services: It is associated with the emergency services being provided
which includes proper treatment, providing details of the treatment to relatives,
monetary aspects, etc. It is further divided into-
 Treatment
 Time spent
 Information Dissemination
 Expenses
15. Overall Medical Services: It will assess overall performance of the hospital based
on the above factors.

Operational Details

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Operational Details for operator
• Go to Sheet 1 i.e. score card:
- Enter data in the columns against the factors and sub-factors.
Do not enter any thing in dark columns as directed.
• Scroll right sub-total, total and composite indices will be calculated on its own.
• Scroll down to see the indices plot.
• Copy the graph to any new file and put date.
• Click on the sheet 2 i.e. Details chart: Enter all the details related with particular
patient. (e.g. details of patient 1 should match with his/her ratings)
• Click on sheet 3 i.e. Complaint sheet: Enter any qualitative information if given
by respondent.
• Whenever needed just copy the qualitative information and paste it on a word file.
(PLEASE DO NOT TOUCH ANY THING OR ENTER ANY THING IN ANY
CELL EXCEPT THOSE DIRECTED)

Operational detail for User

• Go to Score Card: Scroll Right
You can see the composite indices.
• Scroll Down
You can see the Indices plot on a graph.
• For going to any patient detail- Click on the Nos. of patients: Nos. are in ROW
11 (Colour Yellow)
You will be shifted to the Detail sheet automatically.
• For going to Complaints:
- Click on the nos. again. Nos. are in ROW 7 (Colour sky blue)
• For going back to score card
- Click on the Nos. Nos. are in ROW 5 (Colour green)
You are now on the scorecard sheet.

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