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Customer Satisfaction in Health care sector

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.

Letter of TRANSMIT
11th March 2010, Monsura Jaman

Assistant coordinator
Faculty of Business ASA 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 group Roksana Aktar Mukta ID # 082.12.0150

Batch: 4th, Section: D

Faculty of Business

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 group Roksana Aktar Mukta ID # 082.12.0150

INDEX
Serial No. 01 02 03 04 05 06 07 08 Particula Page r No. Introduction 01 Objectives 02 Methodology 03 Result & 04 Discussion Conclusion 14 Recommendatio 15 n Reference 16 Appendix 17

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.

Objective
1. 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 Bangladesh
8. To know their services cost 9. & to know why they are the best hospital in Bangladesh?

3. Methodology
Both the primary and secondary sources of information have been collected for the purpose of this report. Primary Data
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Visiting Apollo hospital

Oral conversation with the 40 patients of Apollo Hospital.

Secondary Data www.apollohospitalbd.net

4. Data Analysis
Measures of Central Tendency

Weighted Mean x w = (w*x) / w Where, x = Symbol for the weighted Mean w = Weight assigned to each derivation (w*x) = Sum of the weight of each element w = Sum of all of the weight w = (fi*xi) / fi = x

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Now results are shown by the pie chart:

1. The communication system of the hospital =4.7
(Xi) Criteria 1.The communication system Very Poor (1) Poor (2) 0 0 RANK (Fi) Neutral/Fair (3) Good (4) Excellent (5) 1 10 29 Fi * Xi_ Fi X 188 A _Fi*Xi/ Fi X/A 40 4.7

2. Courteous service/empathy =4.525

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

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3. Effectiveness of solution/information =4.35

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

4. Fairness and trust about the hospital =4.50

(X i) R A N K (F i) F i * X i_ F i _F i*X i/ F i C rite ria V e ry P o o r (1 ) o o r (2 ) N e u tra l/F a ir (3 ) o o d (4 )E x c e lle n t (5 ) X P G A X /A 4 .F a irn e ss & tru st 0 1 2 13 24 180 40 4 .5

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5. Competency and confidence =4.55

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

6. Payment matters =4.075

(Xi) Criteria 6.Payment metters Very Poor (1) Poor (2) 0 2 RANK (Fi) Neutral/Fair (3) Good (4) Excellent (5) 9 13 16 Fi * Xi_ Fi X 163 A _Fi*Xi/ Fi X/A 40 4.075

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7. Management rules and regulations =4.40

(Xi) Criteria 7.Management rules Very Poor (1) Poor (2) 0 1 RANK (Fi) Neutral/Fair (3) Good (4) Excellent (5) 2 17 20 Fi * Xi_ Fi X 176 _Fi*Xi/ Fi A X/A 40 4.4

8. Timeliness of service delivery or problem solution =3.625

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

9. Waiting times and delays =3.80

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(Xi) Criteria 9.Waiting time &delay RANK (Fi) Neutral/Fair (3) Good (4) Excellent (5) 7 13 13 Fi * Xi_ Fi X 152 _Fi*Xi/ Fi X/A 40 3.8

Very Poor (1) Poor (2) 0 7

10. Responsiveness and psychological aspects =3.80

(Xi) Criteria 10.Responsiveness Very Poor (1) Poor (2) 1 3 RANK (Fi) Neutral/Fair (3) Good (4) Excellent (5) 8 19 9 Fi * Xi_ Fi X 152 A _Fi*Xi/ Fi X/A 40 3.8

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

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

12. Overall handling of your case =4.125

(Xi) R AN K (F i) Fi * Xi_ F i _Fi*X i/ Fi C riteria Very Po or (1) or (2) N eutral/F air (3) oo d (4) E xcellen t (5) X Po G A X/A 12.O v erall handling 0 1 7 18 14 165 40 4.125

13. Satisfaction with the final service received =4.30

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(Xi) Criteria 13.Satisfaction RANK (Fi) Neutral/Fair (3) Good (4) Excellent (5) 5 15 19 Fi * Xi_ Fi X 172 _Fi*Xi/ Fi X/A 40 4.3

Very Poor (1) Poor (2) 0 1

14. Overall quality of service received =4.425

(X i) R AN K (F i) F i * X i_ Fi _F i*X i/ F i C riteria V ery P oo r (1) o o r (2)N eu tral/F air (3) o o d (4) E xcellent (5) X P G A X/A 14.Q uality of serv ice 0 1 3 14 22 177 40 4.425

15. Companys buildings and machinery =4.525

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(X i) R A N K (F i) F i * X i_F i _ F i*X i/ F i C rite r ia V e ry P o o r (1o o r (2N e u tr a l/F a ir G o o d (4 ) x c e lle n t (5 ) X P) ) (3 ) E A X /A 1 5 .C o m p a n y b u ild in g & m a c h in e ry 0 1 2 12 25 181 40 4 .5 2 5

16. Other facility and services =4.425

(X i) R A N K (F i) F i * X i_ F i _F i*X i/ F i C riteria V ery P o o r (1) o o r (2)N eu tral/F air (3) o o d (4)E xcellen t (5) X P G A X/A 16.O ther facilities & serv ice 0 1 2 16 21 177 40 4.425

Now Table shows the Overall Result:

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(Xi) Criteria 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16

RANK (Fi) Very Poor (1) 0 0 0 0 0 0 0 0 0 1 1 0 0 0 0 0 2

Fi * Xi_ Poor (2) 0 0 1 1 0 2 1 7 7 3 2 1 1 1 1 1 29 Neutral/Fair (3) 1 4 5 2 1 9 2 8 7 8 7 7 5 3 2 2 73 Good (4) 10 11 13 13 16 13 17 18 13 19 19 18 15 14 12 16 237 Excellent (5) 29 25 21 24 23 16 20 7 13 9 11 14 19 22 25 21 299 Total - X X 188 181 174 180 182 163 176 145 152 152 157 165 172 177 181 177

Fi A 40 40 40 40 40 40 40 40 40 40 40 40 40 40 40 40

_Fi*Xi/ Fi X/A 4.7 4.525 4.35 4.5 4.55 4.075 4.4 3.625 3.8 3.8 3.925 4.125 4.3 4.425 4.525 4.425 68.05

5. Conclusion:

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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