Abstract

IMPLEMENTATION OF THE “FRIENDS AND FAMILY TEST” AT A MULTISPECIALTY CENTRE IN BANGALORE, INDIA – A STUDY

*Dr. Saud Ahmed, Dr. Syed Sayeed Ahmed, Dr. N. Junior Sundresh and Dr. Mohammed Yunus Kafil

Abstract

As the healthcare industry in India continues to grow at a tremendouspace owing to its strengthening coverage, services and increasingexpenditure by public as well as private players, measuring the qualityof health care becomes even more important because it tells us how thehealth system is performing and leads to improved care. Basically,there are two approaches for evaluating patient satisfaction-qualitativeand quantitative. The quantitative approach provides accurate methodsto measure patient satisfaction. Standardized questionnaires (eitherself-reported or interviewer-administrated or by telephone) have beenthe most common assessment tool for conducting patient satisfaction studies. This studyfocussed on the 'Friends & Family Test', a popular feedback system used in NHS, UK.

Keywords: Friends and Family Test, Net Promoter Score.