A Study of Service Utilization and Patient Satisfaction among Patients Attending State level AYUSH Hospital in Delhi

Abstract

Background: A very less data is available on the services of AYUSH systems in India, which are now a part of national healthcare delivery structure. Government of India is focussing more and more on integration and mainstreaming of AYSUH health services. The National health policy 2017 envisages the same. In this context, it is essential to study the services rendered by Government AYUSH hospitals so as to learn about the lacunas and make suggestions for the betterment of the system and to increase the accessibility amongst the masses. Objectives: To study the utilization of services by patients attending AYUSH Hospital and to find out the client satisfaction among patients towards AYUSH services in a state level AYUSH hospital. Materials & Methods: The present study was carried out in the Outpatient Department (OPD) of Ayurvedic and Unani Tibbia College, a State level AYUSH Hospital located in Karol Bagh, New Delhi, India. This study was a descriptive cross-sectional survey, in which total 100 patients were studied. The duration of study was 15 working days. The data was gathered by direct patient interviews as well as hospital records and time motion study was also conducted to calculate the average waiting time of patients at various counters in the OPD. Descriptive statistics was done using percentages and proportions. Results: Among the services offered, ayurvedic treatment was mostly sought by the patients (43.6%). Neurological ailments were the commonest reasons for seeking treatment in Ayurveda (22.3%), whereas it was musculoskeletal disorders in Unani (22.3%); skin disorders in Homeopathy (46.9%) and gastrointestinal diseases in Siddha (50.2%). Overall, 43% of the patients were satisfied and 38% were very much satisfied with the AYUSH services provided in the AYUSH Hospital. Conclusion: Majority of the patients were satisfied with the services offered by the AYUSH hospital.