Management of Hospital Care Operations in the Inpatient Department at Different Stages: An Analytical Study through the Perspective of Patients’ Complaints

Abstract

A study on patient satisfaction was based on pre-admission, post-admission, and post-discharge phases in the inpatient department of a corporate hospital in Delhi-NCR. The hospital offers multi-specialty care, including outpatient and inpatient services. An inpatient undergoes three distinct stages: pre-admission, post-admission, and post-discharge. The analysis in all these stages focused on understanding patients’ dissatisfaction with hospital services and the underlying reasons for it. Key areas examined included delays in admission and discharge, inadequate nursing care, poor communication, billing errors, and service delays such as food delivery or responses to patient calls.