Why in News?

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

Highlights:

• The ranking of Hospitals in the Mera Aspataal Application for the facilities is done on the basis of Patient Satisfaction Score (PSS).
• The PSS is calculated as weighted average of number of satisfied and dissatisfied patients based on the feedback collected in a particular facility.
• The ranking keeps changing every month based on the feedback received from the patients. National Institute Ranking Framework of Ministry of Human Resource Development, AIIMS, Delhi has been ranked as number one institute.
• 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 public health facilities. Major Reasons for dissatisfaction were staff behavior, cost of treatment & cleanliness issues and other reasons like, long waiting time, overcrowding, inadequate information, lack of amenities, etc.
• The patients’ feedback including, areas requiring improvement are shared with the respective State Govts. and Central Govt. hospitals for ensuring remedial follow-up actions.