Assessment of Inpatient Satisfaction Across Clinical and Non-Clinical Services in Manipur

Abstract

Background: Patient satisfaction is a critical indicator of healthcare quality, reflecting the extent to which patients’ expectations are met and encompassing clinical effectiveness, service efficiency, and interpersonal interactions. Both clinical and non-clinical aspects of care, including physician and nursing services, hospital infrastructure, communication, emotional support, and comfort, influence patient experiences and outcomes. Evaluating patient satisfaction provides actionable feedback for improving healthcare services and fostering a patient-centred environment. Objectives: This study aimed to assess the level of satisfaction among inpatients at a tertiary care teaching hospital, evaluate satisfaction across specific domains including admission procedures, physician and nursing care, comfort, cleanliness, diagnostic and laboratory services, and dietary provisions and identify areas for service improvement. Materials and Methods: A cross-sectional survey was conducted at Shija Hospital and Research Institute, Manipur, over four weeks in 2023. A total of 75 inpatients aged 18 years and above, excluding paediatric, critically ill, and short-stay patients, were recruited using convenience sampling. Data were collected through a structured, pre-tested interview schedule using a 5-point Likert scale, with scores ≥50 indicating satisfaction. Interviews were conducted by trained personnel under supervision. Data were analysed using descriptive statistics, including mean scores, frequencies, and percentages. Ethical clearance and verbal informed consent were obtained, and confidentiality was maintained. Findings: Overall patient satisfaction was high, with a mean score of 103.87 ± 9.64. Clinical services, including physician and nursing care, received particularly strong ratings for clear explanations, adequate consultation time, and professional behaviour. Administrative processes such as admission procedures and staff helpfulness were also positively rated. Non-clinical services, including comfort, cleanliness, diagnostics, and dietary arrangements, received favourable but slightly variable feedback, with meal quality and certain ward facilities identified as areas for improvement. Conclusion: Patient satisfaction at the hospital is multidimensional, influenced by clinical competence, interpersonal interactions, administrative efficiency, and hospital environment. Continuous monitoring and targeted improvements, particularly in non-clinical domains, can further enhance overall service quality, strengthen patient trust, and promote better health outcomes in tertiary care settings.