AIIMS gets bad behaviour report

As many as 33 per cent people visiting the premier All India Institute for Medical Sciences (AIIMS) were dissatisfied with the services, a feedback survey has revealed. The main reason behind this dissatisfaction seemed to be the staffers' behaviour. The institute has now circulated the survey result to all its departments and sought their reply.

The feedback from patients was taken under the initiative 'Mera Aspataal' (My Hospital), launched by Union Health Minister J P Nadda last year, aimed at empowering patients by seeking their views on the quality of experience in a public healthcare facility. The feedback includes various parameters, including cleanliness.

According to the data collected, of the 95,847 responses received in the initial phase up to October 20 last year, 67 per cent patients were very satisfied and satisfied, while 33 per cent were dissatisfied.

"The number of those very satisfied and satisfied in the second phase, from October 21 to December 4, 2016, however, improved to 78 per cent, while of those dissatisfied reduced to 22 per cent. As many as 45,481 responses received were taken into account for this result. The single most important reason for dissatisfaction was identified as the behaviour of the staffers," an official statement read.

In the second phase of the survey, 12,112 people out of the total 67,797 were dissatisfied. Other reasons for this dissatisfaction included poor cleanliness, and cost and quality of treatment.

"The results have been shared with all departments, which will now have to respond to the feedback shared by patients. We have formulated plans to improve the client satisfation and expectations. Regular meetings are being conducted with heads of departments to discuiss the feedback data," a senior doctor said.