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Submitted by, Kamakshaiah Musunuru Assistant Professor, Symbiosis Centre for Distance Learning,

A study on Patients education and it’s impact on health satisfaction with special reference to private hospitals in Hyderabad. Submitted by, Kamakshaiah Musunuru Assistant Professor, Symbiosis Centre for Distance Learning, Model Colony, Pune -16, India. kamakshaiah@indiatimes.com

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Submitted by, Kamakshaiah Musunuru Assistant Professor, Symbiosis Centre for Distance Learning,

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  1. A study on Patients education and it’s impact on health satisfaction with special reference to private hospitals in Hyderabad Submitted by, Kamakshaiah Musunuru Assistant Professor, Symbiosis Centre for Distance Learning, Model Colony, Pune -16, India. kamakshaiah@indiatimes.com www.kamakshaiah.wordpress.com

  2. Introduction • Indian health care industry is very robust and internationally reputed, which is expected to grow more than $ 280 billions by the end of 2020. • In 2006, ‘India Brand Equity Foundation’, the total worth estimated to be $ 35 billion in 2007, $ 70 billion in 2010 and will be $ 145 billions by 2017.[1] • Medical technology industry is going to touch $ 14 billion by 2010 from $ 2.7 billion in 2008 • India suffering from severe shortage of bed ratio, as India stands at 0.7 beds for 1000 population; where as world average bed ratio is 3.97. • In one of the Ernst & Young studies, Indian health sector needs 1.75 beds by the end of 2025, • [1] Kamakshaiah Musunuru, Assistant Professor, SCDL, Pune -16, India.

  3. Bon Voyage to Indian Health policy • In 1983 health policy, the government was committed to accessibility of health services to all by 2000. • Health care expenditure varied greatly among states and union territories • The average per capita health expenditure is Rs. 13 in Bihar, where as the same was Rs. 60 in Himachal Pradesh. • In the same period private health care spending was 1.5 times to public spending. • Somewhere in 1990’s government spending rose to 6% of GDP. Kamakshaiah Musunuru, Assistant Professor, SCDL, Pune -16, India.

  4. Bon Voyage to Indian Health policyContinued • In both fifth and sixth year plans, the emphasis is given to delivery of preventive medicine, and health status of rural population, apart from supplementary nutrition • In sixth plan more emphasis is given to training and development of health personnel and to control communicable diseases • In seventh five-year plan budgeted amount is slightly double to previous plan. But percentage of spending to total plan got reduced from first five year plan, i.e. 1950’s to 1980’s • the ninth five-year plan got huge financial support by virtue of budget, since, Rs. 20 billion was allocated, which stood at roughly 4.3 percent of the total plan spending in financial year 1994, also given an additional 3.6 billion from non-plan budget. Kamakshaiah Musunuru, Assistant Professor, SCDL, Pune -16, India.

  5. what is satisfaction? How it can be defined with respect to HC? • According to Jon Schommer, “The satisfaction is an individual judgment about the extent to which a product or service provides a pleasurable level of consumption-related fulfillment’’ • Satisfaction in health care arena got much significance owing to many factors, for instance, in their report; Aharony and Strasser observe that; a satisfied health consumer is much prone to: • Maintain a relationship with a specific health care provider. • Comply with medical regimens (including medication) • Participate in their treatment. • Cooperates with their health care provider. Kamakshaiah Musunuru, Assistant Professor, SCDL, Pune -16, India.

  6. Health care satisfaction is socio-psychological aspect.............. • Consumer’s expression of his/her satisfaction is a mere outcome of their participation and observation of treatment. • Health care satisfaction is socio-psychological phenomenon, due to: • The aspect of behavior itself is very native concept in socio-psychological and economic studies of human behavior. • Satisfaction and behavior of an individual are complementary to each other, since both of them belong to cognition part of human psyche. Kamakshaiah Musunuru, Assistant Professor, SCDL, Pune -16, India.

  7. Health care satisfaction is socio-psychological aspect..............(Continued) • Today’s consumers are more cleverly than yester years, since they are better educated and at the advantage of information trends • Consumer awareness gives rise to better decision stamina, whereby ensuring rational consumption behavior • Every country is worried about its human capital and that very worry leads to ensuring of hygiene and safety to its citizens • Health care and related needs of public are in deed social rite of every citizen, and it is government’s duty to see that better services are delivered to public • a good society is a much as people with good health and safely Kamakshaiah Musunuru, Assistant Professor, SCDL, Pune -16, India.

  8. Impact of education on consumer satisfactionResearch Methodology Objectives: to study the tendencies between education levels of health care consumer and it’s impact on his health care satisfaction Research Type: Explorative Contact Type: Survey Contact instrument: Questionnaire (Structured & non-disguised) Survey period: Oct’ and Nov’ 2010 Sampling Type: stratified sampling method Sample Size: 246 at 95% confidence level, with p=0.8, q=0.2 Sample Unit: respondents with different educational levels Statistical Techniques: descriptive statistics and ANOVA Kamakshaiah Musunuru, Assistant Professor, SCDL, Pune -16, India.

  9. Research methodology (Continued) Respondents were selected randomly from each literacy (strata), viz., illiterates, primary, secondary and higher. Kamakshaiah Musunuru, Assistant Professor, SCDL, Pune -16, India.

  10. Formulation of Hypothesis Null Hypothesis (H0): there is no significant difference among respondents with respect to their education and its influence on health care satisfaction Alt. Hypothesis (H1): there is significant difference among respondents with respect to their education and its influence on health care satisfaction. Kamakshaiah Musunuru, Assistant Professor, SCDL, Pune -16, India.

  11. Somewhat Satisfied Somewhat dissatisfied Highly satisfied Highly dissatisfied Neither satisfied not dissatisfied Research Methodology (Continued) • Responses are gathered against 5 point satisfaction scale, in respective strata. The values are average satisfaction points (anchors) of satisfaction scale related to respective health service factor • Totally eight variables were chosen to study. They are namely, • attitude of service personnel, • patient’s waiting time in queue, • doctor’s empathy towards patient, • time taken by the doctor for test or treatment, • details of treatment or illness of patient, • cost of medicine, • usage instructions by doctor or service personnel, • post treatment communication. Kamakshaiah Musunuru, Assistant Professor, SCDL, Pune -16, India.

  12. Summary & Conclusion • Respondent’s average value of illiterates is 4, and of primary education is observed to be 3. 12 ≡ 3 (indifferent), which means neither satisfied not dissatisfied. • Respondent’s average value of secondary education is observed to be 2.37 ≡ 2, it simply mean that they are somewhat dissatisfied. • Finally respondent’s average value from higher education is observed to be 3.37 ≡ 3; it means they are indifferent regarding satisfaction. Kamakshaiah Musunuru, Assistant Professor, SCDL, Pune -16, India.

  13. Summary & Conclusion(Continued) • The F test, two tail analyses, proved that there is a significant difference among respondents with respect to influence of education on health care satisfaction. The calculated F value is greater than tabular value, i.e. calculated f value is 3.00 and critical value is 2.95. Hence, Ho is rejected. • More over grand mean of distributions happened to be 3.215 which is equal to 3, it means that all categories of respondents are indifferent, viz. neither satisfied nor dissatisfied towards health care with respect to said variables. Kamakshaiah Musunuru, Assistant Professor, SCDL, Pune -16, India.

  14. References • Margaret L. Larson-Dahn, "An Innovative Approach to Appropriate Resource Utilization". Nursing Economics, FindArticles.com, 2011. • Beaulieu, Rivard, et al., “Using Standardized patients to measure professional performance of physicians, International Journals for Quality in Health care, 2003. • Krishna Dipankar Rao, David H. Peters, et al., “Towards patient centered health services in India – A scale to measure patient perceptions of quality”, International Journal for Quality in HealthCare, 2006. • Kurte D. Grote, john R. S., Saumya S., “ A Better Hospital Experience”, The McKinsey Quarterly, November, 2007. • Marijn V., Victoria G., et al., “Education and Health in G7 Countries: Achieving Better Outcomes with Less Spending”, IMF Working Paper, IMF, 2007. • Edward W., Loren C., Mart M., “Communication and Marketing as Tools to Cultivate Public Health: A Proposed people and places framework”, BMC Public Health, 2007. • Mikael R., Ana-Claudia B., “Patient Characteristics and Quality Dimensions Related to Patient Satisfaction”, International Journal for Quality in Health Care, 2010. • Kieran Walshe, Judith Smith, Health Care Management, Tata McGraw Hill, Ed 1, 2010. • Lynne C., The Quality connection in Health Care: Integrating patient satisfaction and Risk Management, Jossey-Bass Inc Pub., Ed 1, 2011. Kamakshaiah Musunuru, Assistant Professor, SCDL, Pune -16, India.

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