Lok Sabha Question No. 966 (UNSTARRED), answered on 2019-02-08
Subject: Ranking of Hospitals
Ministry: HEALTH AND FAMILY WELFARE
Asked by: BANSHILAL MAHTO

## GOVERNMENT OF INDIA MINISTRY OF HEALTH AND FAMILY WELFARE DEPARTMENT OF HEALTH AND FAMILY WELFARE

LOK SABHA UNSTARRED QUESTION NO. 966 TO BE ANSWERED ON 08 TH FEBRUARY, 2019

## RANKING OF HOSPITALS

## 966. DR. BANSHILAL MAHATO:

Will the Minister of HEALTH AND FAMILY WELFARE be pleased to state:

- (a) whether as per a survey conducted by the Government, the All India Institute of M Sciences (AIIMS) in Delhi is not included in the top 10 hospitals of the country in the r the hospital in the country;
- (b) if so, the details thereof and the reaction of the Government thereto;
- (c) whether 25 per cent patients are not satisfied with the hospitals in the country findings of the said survey which was based on the feedback of the patients;
- (d) if so, the details thereof and the reasons therefor; and
- (e) the remedial steps taken/proposed to be taken by the Government in this regard inc removing the shortcomings and correcting the system in the hospitals?

## ANSWER THE MINISTER OF STATE IN THE MINISTRY OF HEALTH AND FAMILY WELFARE (SHRI ASHWINI KUMAR CHOUBEY)

- (a) &  (b) : Government  has  not  conducted  any  survey  for  ranking  of  Hospitals  in  th country.  However,  there  is  one  IT  based  'Mera  Aspataal  application'  to  collect  patients' feedback about their experiences in public health facilities including AIIMS Delhi.

As  per  patient  feedback  results  analyzed  in  Mera  Aspataal  Application  in  Decemb 2018, AIIMS Delhi is ranked 14 th among 22 Central Govt. of Hospitals integrated with Mera Aspataal application in the country.

The ranking in the Mera Aspataal Application for the facilities is done on the b Patient  Satisfaction  Score  (PSS).  The  PSS  is  calculated  as  weighted  average  o f  number  of satisfied and dissatisfied patients based on the feedback collected in a particular fa ranking keeps changing every month based on the feedback received from the patients.

Contd……..

However, as per National Institute Ranking Framework of Ministry of Human Resource Development, AIIMS, Delhi has been ranked as number one institute.

The  Mera  Aspataal  Initiative  was  launched  precisely  to  find  a  mechanism  to  gau patient reaction to the services offered in the hospital and help i mprove the services by taking corrective measures.

(c) & (d) : As per performance analysis report of Mera Aspataal for period Sept - 2016  to Jan- 2019, 24 per cent of patients were dissatisfied with the services offered at the pub facilities. Major R easons for dissatisfaction were staff behavior, cost of treatment & clean issues and other reasons like, long waiting time, overcrowding, inadequate information, amenities, etc.

(e) : The  patients'  feedback  including,  areas  requiring  impr ovement  are  shared  with  the respective State Govts. and Central Govt. hospitals for ensuring remedial follow - up actions.

As reported by some of the hospitals, they are reviewing the feedback regularly wi concerned HODs and senior Administrators and taking corrective steps like sensitizing s be polite towards patients and give a patient hearing to their problems , maintain cleanliness in the hospital premises, prescribe drugs available in the pharmacy and investigations avai the  hospitals.    They  are  also  taking  steps  to  ensure  minimum  waiting  time  for  patie accessing various services.

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