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Patient-Centered Assessment of Health Care Delivery and Service Satisfaction in Balco Medical Centre

 

 

1Neha Choubey, 2Dr. R. Shridhar

1Research Scholar, 2Professor

1,2Department of Management, Kalinga University, Naya Raipur [C.G.], India

 

 

Abstract

Patient satisfaction is a critical indicator of healthcare quality and service effectiveness, reflecting both clinical outcomes and experiential aspects of care. This study investigates patient satisfaction and quality perceptions at Balco Medical Center, Naya Raipur, over a five-year period (2018–2023), employing a mixed-methods approach that combines structured surveys, semi-structured interviews, and secondary hospital records. A total of 500 patients across oncology, surgery, emergency, diagnostics, and outpatient services participated, providing insights into demographic, clinical, and service-related factors influencing satisfaction. Quantitative analysis included descriptive statistics, regression modeling, factor analysis, and chi-square tests, while qualitative thematic analysis explored patient narratives on empathy, trust, accessibility, and affordability. Findings indicate that staff behavior, communication clarity, and interpersonal care are the strongest predictors of satisfaction, whereas waiting times, service accessibility, and operational continuity remain challenges. Temporal trends highlight a dip in satisfaction during the COVID-19 pandemic, followed by recovery through process improvements and technology integration. The study underscores the importance of patient-centered interventions, operational efficiency, and equitable access in enhancing overall satisfaction. Recommendations include advanced appointment systems, empathetic staff training, telehealth expansion, transparent billing, and preparedness for crisis situations, providing a roadmap for sustainable quality improvement.

Keywords: Patient Satisfaction, Healthcare Quality, Patient-Centered Care, Service Delivery, Balco Medical Center, Mixed-Methods, Operational Efficiency

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