Role of Employee Satisfaction in Influencing Patient Satisfaction

Abstract

The proposed study is an attempt to understand the link between Outpatient Department (OPD) patient satisfaction and job satisfaction among front office executives of the OPD. The study was conducted in a 300 bedded multispecialty hospital in Delhi. The study is very important as the OPD is considered to be the mirror of any hospital, which reflects the functioning of the hospital being the first point of contact between the patient and the hospital staff. A structured questionnaire was used in conducting the study. Total 158 patients were interviewed during 2 months period. Stratified random sampling technique used in selecting the samples. Both type of patients, first timers and old patient participated in the study. As second part of the study, all 22 front office executives from the above-mentioned three concerned departments were participated. The age group of the employees ranged from 20 to 50 years.