Public vs Private Hospital in Bangladesh

The Hospital Consumer Assessment of Healthcare Providers (HCAHPS) began in 2006 with a 27 question survey that is distributed to discharged patients. This survey process was originally designed to help patients compare hospitals in their area to be able to make an informed choice for their healthcare needs. In January 2013, five additional questions were added to the survey. Beginning this year, Medicare reimbursement rates to a hospital are tied to the hospital’s patient satisfaction scores. Therefore, hospitals are continually looking for ways to improve

Patient satisfaction surveys will also help potential patients understand the environment they are about to enter. If a staff is rude and curt than the public will have access to this. Essentially, this will encourage health care providers to give optimal quality of service to each and every patient. Of course, it’s important that a patients expectations are not too grand. Nothing in life is perfect and people should understand this. Busy hours and numerous patients can cause fatigue. After all, health care providers are still human. Perhaps if all physicians were machines then we could expect them all to be perfect. Performance of medical procedures will enlighten a patient of how well a hospital is able to provide a service. This in turn will allow consumers to make the best choice when selecting a facility for providing care. Someone needing back surgery should be able to locate and choose a facility right for them. If a facility performs poorly with back surgeries, the public has a right to know so that they can avoid this. People have the right to make the most well informed decision. Facility treatment of patients should definitely be transparent. If a facility is trying to hide something it can’t be good. People have the right to know how well a facility treats their patients. This also encourages a facility to always do their best. Ultimately, everyone wants

“Patient satisfaction is undoubtedly on the minds of hospital administrators in an increasingly consumer-driven healthcare system. With patient

Healthcare is in a constant state of change with movements that impact rates, access and quality of care. Hospitals have become more competitive due to the rising cost of care delivery and the reduction in reimbursement from payers. This causes difficulty in delivering quality care to all patients, which is being measured by mandated patient perception surveys, Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). HCAHPS scores are part of value

With patients today using the threat of reporting low satisfaction rates in the hopes of receiving faster or higher quality care, they seem to have taken the upper hand in some of the decision making of what will take place in the healthcare world (Sullivan). But is it really the survey results that will make the drastic changes that are needed?

patient and family satisfaction could go a long way to advance the quality of patient care throughout the hospital.

While the majority of the population of Bangladesh live in rural areas, the majority of health professionals live in urban areas. However, there have been great strides made to remedy this dilemma. Bangladesh has managed to develop nationwide network of medical facilities, colleges, and institutions. According to the World Health Organization, Bangladesh has constructed almost 60 Medical colleges (The majority of them private), 13 nursing colleges (majority private), 69 nursing institute (22 of them are private), 17 medical assistant training schools (10 of them are private), and 16 institute of health technology (13 of them are private). In spite of this growth to health workforce production, the country is still having health workforce shortage and geographical imbalances. The World Health Report 2006 identified Bangladesh among 57 countries with a serious shortage of doctors, paramedics, nurses and midwives (World Health Organization).

Hospitals have organizational structures that allows them to carry out their duties efficiently and successfully. What separates the organizational structure of a healthcare organization from a business, essentially that the hospital 's organization is chiefly founded on the amalgamation of medical and administrative staff (Carayon, et al., 2014). The organizational structure of the twenty-first century solutions in health care hospitals involves, both divisional and hierarchical structure. In the of the chain of command hierarchy, there are various levels of professional’s that fall under other levels within the facility, and each staff member is organized in regards to departments that are related to their (KSA’s) skills, attributes and job duties (Carayon, et al., 2014). Hospital organization philosophies is based on development of values and ethics, with the understanding on moral principles relating to human conduct. These systems are comprised with the processes in decision making and determining the best actions to consider between the difficult alternatives when pertaining to patient care.

Health care organizations should work on putting more emphasis on patient experience and satisfaction, such as giving evaluations when giving care. When it comes to patient satisfication the healthcare system should put their sole focus on making sure patient were well taken care of during their visit. Whether if the patient was satisfied or not with their experience. Patient experience/satisfaction in a hospital should always be a number one priority and getting the person back at 100%. Hospitals are always looking for ways to improve several different things such as technology, health in populations, reducing cost, maintaince, etc. But they fail to focus on the quality care, Avoidable harm is a worthy goal that all health care system should benefit

As a way to analyze and measure the progress of those six aims, the Hospital Consumer Assessment of Healthcare Providers and Systems survey, or HCAHPS, was established to “compare ‘apples to apples’… and to support consumer choice” as well as a means to evaluate a multitude of hospitals on a common ground (HCAHPS Hospital Survey). HCAHPS surveys are provided to patients after their patient-care experience. The full print survey can be

Hospitals and insurance providers alike as well as the Centers for Medicare and Medicaid Services (CMS) are aiming to measure the value of health care (Morris, Jahangir, & Sethi, 2013). Improving patient satisfaction not only enhances the care a patient receives overall but it can have a major impact on a hospital’s reputation and financial results as well (Hall, 2008).

The hospital can begin to improve their quality by asking the customer (patients) evaluate the quality of care during their stay at the hospital. This could be done by follow-up phone call to the patient’s home once they leave the hospital, or a short survey, before leaving the hospital. Tracking the patient’s complaints and trying to resolve them. If the customer makes a formal complaint, by giving their names, then the issues can handles and offer the

This will help with revenue and keeping their business growing. Customer service is kind of different in healthcare. Even though healthcare professionals do their jobs and take care of their patient’s needs, customer satisfaction has never really been a must. It is usually understood, do the minimum and get them in and out of the office and on to the next patient. We all know that when patients get sick they usually do not want to go to the doctor but they know it is a necessity. Since it is not an option, but a necessity; patients sometimes feel they do not deserve superior treatment. Now that there’s a patient satisfaction survey this will change the way customer service works due to the patient 's rating their experience. Therefore, the hospitals have to step up their game and set different rules. There needs to be many changes made from communication between staff, the quality of care, and the patient 's visit with the healthcare provider in order to increase their ratings.

In the area of medical science commendable progress has been made during the period of independence. Un-fortunately however hospital administration has lagged far behind. Even the most sophisticated and modern hospitals in India continue to be governed by the stereotyped system of Hospital administration.

A healthcare organization’s reputation for its commitment to quality and patient-centered customer service stands as the main criteria for individuals in choosing a healthcare service provider (Stavins,2006). “Therefore, measurement of patient satisfaction and incorporating results to create a culturewhere service is deemed important should be a strategic goal for all healthcare organizations”(Stavins,