Comprehensive Performance Analysis and Quality Assessment of Hospital Services: A Case Study of OPD, Inpatient, and Premises Facilities

The healthcare industry is increasingly shifting towards a patient-centric model where the quality of service is measured not just by clinical outcomes but by the overall patient experience. This performance evaluation study aims to assess the satisfaction levels of patients and visitors regarding three critical operational domains of a hospital: Outpatient Department (OPD) services, Inpatient Room facilities, and the general maintenance of Hospital Premises. A structured questionnaire-based survey was conducted with a sample size of 200 respondents to evaluate key performance indicators such as waiting times, staff behavior, cleanliness, infrastructure, and safety protocols. The data was analyzed to quantify the "Benefit" (Satisfaction) versus "Cost/Deficit" (Dissatisfaction) for each parameter. The findings reveal that while the hospital excels in areas such as premises cleanliness (73.0% satisfaction) and patient privacy in OPD (75.3% satisfaction), there are significant gaps in infrastructure maintenance, specifically regarding room ventilation, emergency call-bell functionality, and the availability of drinking water. This report provides a granular analysis of each parameter and offers strategic recommendations to bridge the gap between current service levels and patient expectations, thereby ensuring higher patient loyalty and operational excellence