A STUDY ON INPATIENT AND OUTPATIENT USER
SATISFACTION TOWARDS FACILITY MANAGEMENT
SERVICES AT
CHRISTIAN MEDICAL COLLEGE VELLORE, RANIPET
CAMPUS
Project Work
Submitted for the partial fulfillment for the award of
BBA (HOSPITAL ADMINISTRATION)
Under the Guidance of
Ms. Sonia Valas. X
Mr. Ronald Simon. R
Department of Hospital Management Studies & Staff Training and Development
Christian Medical College Vellore
Submitted by
Ms. Mouriya A (Reg. No. 30523U43030) Ms. Leeta S (Reg. No. 30523U43024)
Ms. Divya Bharathi T R (Reg. No. 30523U43011) Ms. Gopika K (Reg. No. 30523U43015)
Ms. Ancy M Joseph (Reg. No. 30523U43004) Ms. Vinthiya E (Reg. No.
30523U43052)
Auxilium College (Autonomous), Vellore
DECLARATION
We hereby declare that the project work entitled “A Study on Inpatient and Outpatient User
Satisfaction Towards Facilities Management Services at Christian Medical College
Vellore, Ranipet Campus” submitted in partial fulfillment of the requirements for the award of
BBA (Hospital Administration) is a record of original work done by us as a group under the
guidance of
Ms. X. Sonia Valas, Mr. Ronald Simon,
Dy. G.S. & In-Charge GM Officer
Department of Hospital Management Studies Department of Hospital Management
Studies
& Staff Training and Development & Staff Training and Development
Mr. Ramesh, Mr. Kingsle. S,
Officer Management Assistant
Amenities Management (Ranipet Campus) Hospital Facility Management
Ms. Lynne Sharon,
Jr. Administrative Assistant
Department of Hospital Management Studies
& Staff Training and Development
Student Name & Registration Number
1. Ms. Mouriya A (Reg. No. 30523U43030)
2. Ms. Leeta S (Reg. No. 30523U43024)
3. Ms. Gopika K (Reg. No. 30523U43015)
4. Ms. Divya Bharathi T R (Reg. No. 30523U43011)
5. Ms. Ancy M Joseph (Reg. No. 30523U43004)
6. Ms. Vinthiya E (Reg. No. 30523U43052)
College Name: Auxilium College (autonomous), Vellore
Place: Vellore
Date: June 2025
ACKNOWLEDGEMENTS
First and foremost, we express our heartfelt gratitude to God Almighty for His
abundant blessings, guidance, and wisdom, which have enabled us to stay on the right
path and successfully complete this project. We are sincerely thankful to our college
Secretary Dr. (Sr.) Mary Josephine Rani, Principal Dr. (Sr.) Arokia Jayaceli A,
Vice Principal Dr. (Sr.) Amala Valarmathy A and faculty members—Dr. Preethi
Prabhakaran, Head and Assistant Professor, and Dr. Chandhana K., Assistant
Professor, Department of Hospital Administration, for their invaluable support and for
providing us with this opportunity.
We would like to express our deepest gratitude to Dr. Lallu Joseph, Associate
General Superintendent; Mr. Joseph Selvaraj, Deputy General Superintendent; and
Mr. Ronald Simon, GM Officer and Ms. Sonia Valas X, Deputy General
Superintendent and In-Charge, Department of Hospital Management Studies and Staff
Training & Development, for granting us the approval to undertake this study.
We are also thankful to Mr. Ramesh, Officer, Amenities Management, and Ms.
Kingsle S., Management Assistant, Hospital Facility Management, for their valuable
support. We extend our heartfelt thanks to Ms. Lynne Sharon, Jr. Admin. Assistant,
Department of Hospital Management Studies and Staff Training & Development, for
her insightful discussions, constant encouragement, and dedicated involvement
throughout the course of this project.
A special note of thanks goes to our parents for their unwavering support and
encouragement. We also extend our heartfelt appreciation to our friends for their
immense support, teamwork, and the trust they placed in us. We are truly grateful for
the time we shared and the experiences we gained together during this project. Once
again, we thank each and every individual who contributed to the successful
completion of this study.
I
TABLE OF CONTENTS
Chapter Contents Page No.
Acknowledgement I
List of tables III
List of charts VI
List of Abbreviations IX
Abstract X
Introduction
1.1 Introduction 1
1.2 Hospital Profile & Department Profile 3
Ⅰ 1.3 Problem Definition 9
1.4 Objectives of the study 9
1.5 Scope of the study 9
1.6 Limitations of the study 10
Ⅱ Review of Literature 11
Ⅲ Research Methodology 25
Ⅳ Data Analysis & Interpretation 26
Findings, Suggestions & Conclusion
5.1 Findings 95
Ⅴ
5.2 Suggestions & Recommendations 102
5.3 Conclusion 104
Appendices References 105
Annexure 109
II
LIST OF TABLES
TABLE
TITLE PAGE NO.
NO.
4.1 Age of Respondents. 27
4.2 Gender of Respondents. 28
4.3 Type of Wards. 29
4.4 Total Number of Respondents in Each Department. 30
4.5 Length of Stay in Each Department. 32
4.6 The ward area and rooms are clean and well-maintained. 34
4.7 The toilets and restrooms are kept clean regularly. 35
4.8 Cleaning services are provided frequently and effectively. 36
4.9 Bedsheets/gowns and other linen are clean. 37
4.10 Linen (Bedsheets/gowns) are replaced promptly when needed. 38
Infection control measures (like sanitizers and PPE) are 39
4.11
adequately provided.
4.12 Maintenance issues are quickly resolved when reported. 40
4.13 Dustbins are available and emptied regularly. 41
4.14 The ward dustbin area is free from overflowing waste. 42
4.15 Colour-coded bins are used appropriately in the hospital. 43
4.16 The hospital sanitation practices are satisfactory. 44
4.17 The housekeeping staff responds promptly to requests. 45
4.18 The housekeeping staff maintains a professional attitude. 46
The hospital environment is free from unpleasant odours due to 47
4.19
effective cleanliness and ventilation practices.
4.20 The hospital buildings and surroundings are well maintained. 48
4.21 Hospital furniture and equipment are in good condition. 49
Electrical appliances (fans, lights, ACs) are functional and 50
4.22
satisfactory.
III
LIST OF TABLES
TABLE
TITLE PAGE NO.
NO.
4.23 Ventilation and lighting facilities in your ward are satisfactory. 51
4.24 Restrooms in your ward are easily accessible and usable. 52
Safety (fire safety measures) and security during the hospital 53
4.25
stay are satisfactory.
4.26 Water supply (drinking water, tap water) is reliable and clean. 54
4.27 Hand-washing stations are clean and functional. 55
4.28 Soap or hand sanitizer is available in the washrooms. 56
4.29 Consolidated Inpatient Satisfaction Levels. 57
4.30 Overall Satisfaction Levels – Inpatient (n = 212) 60
4.31 Age of the Respondents 62
4.32 Gender of the Respondents 63
4.33 Type of Consultation – G/P 64
4.34 Total Number of Respondents in Each Department 65
4.35 Date of OP Visits 67
The waiting area, consultation, and diagnostic rooms are clean 68
4.36
and well-maintained.
4.37 The restrooms and other facilities are clean. 69
4.38 The effectiveness of cleaning services provided are satisfactory. 70
Bedsheets/gowns and other linen in consultation and diagnostic 71
4.39 rooms are clean.
Dustbins are available in necessary areas (waiting area, 72
4.40
washrooms).
The dustbin area is well-maintained and free from overflowing 73
4.41
waste.
4.42 The waste bins are colour-coded and labelled. 74
LIST OF TABLES
IV
TABLE
TITLE PAGE NO.
NO.
4.43 The hospital’s sanitation practices are satisfactory. 75
4.44 The housekeeping staff responds promptly to requests. 76
4.45 The housekeeping staff maintains a professional attitude. 77
The hospital environment is free from unpleasant odours due to 78
4.46
effective cleanliness and ventilation practices.
4.47 Adequate seats are available in waiting area. 79
4.48 The hospital buildings and surroundings are well maintained. 80
4.49 Hospital furniture and equipment are in good condition. 81
Electrical appliances (fans, lights, ACs) are functional and 82
4.50
satisfactory.
Ventilation and lighting facilities in the consultation/diagnostic/ 83
4.51
waiting area are satisfactory.
4.52 Sign boards make it easy to locate respective departments. 84
4.53 Directions and signboards are displayed in multiple languages. 85
4.54 Restrooms are easily accessible and usable. 86
4.55 Water supply (drinking water, tap water) is reliable and clean 87
4.56 Hand-washing stations are clean and functional. 88
4.57 Soap or hand sanitiser is available in the washrooms. 89
4.58 Consolidated Outpatient Satisfaction Levels 90
4.59 Overall Satisfaction Levels – Outpatient (n = 208) 93
LIST OF CHARTS
V
CHART
TITLE PAGE NO.
NO.
4.1 Age of Respondents. 27
4.2 Gender of Respondents. 28
4.3 Type of Wards. 29
4.4 Total Number of Respondents in Each Department. 31
4.5 Length of Stay in Each Department. 33
4.6 The ward area and rooms are clean and well-maintained. 34
4.7 The toilets and restrooms are kept clean regularly. 35
4.8 Cleaning services are provided frequently and effectively. 36
4.9 Bedsheets/gowns and other linen are clean. 37
4.10 Linen (Bedsheets/gowns) ae replaced promptly when needed. 38
Infection control measures (like sanitizers and PPE) are 39
4.11
adequately provided.
4.12 Maintenance issues are quickly resolved when reported. 40
4.13 Dustbins are available, and emptied regularly. 41
4.14 The ward dustbin area is free from overflowing waste. 42
4.15 Colour-coded bins are used appropriately in the hospital. 43
4.16 The hospital sanitation practices are satisfactory. 44
4.17 The housekeeping staff responds promptly to requests. 45
4.18 The housekeeping staff maintains a professional attitude. 46
The hospital environment is free from unpleasant odors due to 47
4.19
effective cleanliness and ventilation practices.
4.20 The hospital buildings and surroundings are well maintained. 48
4.21 Hospital furniture and equipment are in good condition. 49
Electrical appliances (fans, lights, ACs) are functional and 50
4.22
satisfactory.
LIST OF CHARTS
VI
CHART
TITLE PAGE NO.
NO.
4.23 Ventilation and lighting facilities in your ward are satisfactory. 51
4.24 Restrooms in your ward are easily accessible and usable. 52
Safety (fire safety measures) and security during the hospital 53
4.25
stay are satisfactory.
4.26 Water supply (drinking water, tap water) is reliable and clean. 54
4.27 Hand-washing stations are clean and functional. 55
4.28 Soap or hand sanitizer is available in the washrooms. 56
4.29 Age of the Respondents 62
4.30 Gender of the Respondents 63
4.31 Type of Consultation – G/P 64
4.32 Total Number of Respondents in Each Department 66
4.33 Date of OP Visits 67
The waiting area, consultation, and diagnostic rooms are clean 68
4.34
and well-maintained.
4.35 The restrooms and other facilities are clean. 69
4.36 The effectiveness of cleaning services provided are satisfactory. 70
Bedsheets/gowns and other linen in consultation and diagnostic 71
4.37 rooms are clean.
Dustbins are available in necessary areas (waiting area, 72
4.38
washrooms).
The dustbin area is well-maintained and free from overflowing 73
4.39
waste.
4.40 The waste bins are colour-coded and labelled. 74
4.41 The hospital’s sanitation practices are satisfactory. 75
4.42 The housekeeping staff responds promptly to requests. 76
4.43 The housekeeping staff maintains a professional attitude. 77
LIST OF CHARTS
VII
CHART
TITLE PAGE NO.
NO.
The hospital environment is free from unpleasant odours due to 78
4.44
effective cleanliness and ventilation practices.
4.45 Adequate seats are available in waiting area. 79
4.46 The hospital buildings and surroundings are well maintained. 80
4.47 Hospital furniture and equipment are in good condition. 81
Electrical appliances (fans, lights, ACs) are functional and 82
4.48
satisfactory.
Ventilation and lighting facilities in the consultation/diagnostic/ 83
4.49
waiting area are satisfactory.
4.50 Sign boards make it easy to locate respective departments. 84
4.51 Directions and signboards are displayed in multiple languages. 85
4.52 Restrooms are easily accessible and usable. 86
4.53 Water supply (drinking water, tap water) is reliable and clean 87
4.54 Hand-washing stations are clean and functional. 88
4.55 Soap or hand sanitiser is available in the washrooms. 89
VIII
LIST OF ABBREVIATIONS
1. CHC – Community Healthcare Center
2. CMC – Christian Medical College Vellore
3. FM – Facility Management
4. GS – General Superintendent
5. HCI – Healthcare Institution
6. HFM – Healthcare Facility Management
7. IC – Infection Control
8. IP – Inpatient
9. KPI – Key Performance Indicators
10. LSS – Lean Six Sigma
11. NGO – Non-Government Organization
12. NHS – National Health Service
13. OP – Outpatient
14. SEM – Structural Equation Modeling
15. TQM – Total Quality Management
IX
ABSTRACT
Introduction: This study at Christian Medical College Vellore (CMC), Ranipet
Campus, explores patient satisfaction with facility management (FM) services—
including cleanliness, maintenance, safety, and accessibility—highlighting the
growing role of non-clinical services in patient-centred care. Satisfaction levels were
compared between inpatients and outpatients, considering their distinct experiences
within the facility.
Methods: This cross-sectional study was conducted at Christian Medical College
(CMC), Vellore – Ranipet Campus, to assess patient satisfaction with facility
management (FM) services. The research included both Inpatient (IP) and Outpatient
(OP) departments, recognizing the distinct nature of their interactions with hospital
facilities. A quantitative research approach was employed, utilizing structured
questionnaires for data collection. The study was carried out over a one-month period,
from May 5 to June 4, 2025. A total of 420 respondents participated, comprising 212
inpatients and 208 outpatients, selected through simple random sampling. The
questionnaire covered key FM aspects such as cleanliness, maintenance, safety,
accessibility, and staff responsiveness. Demographic information was also collected
to analyze its influence on satisfaction levels. Primary data formed the basis of the
analysis, with the aim of identifying areas for improvement in non-clinical services
and supporting the enhancement of patient-centered care through effective facility
management.
Results and Discussion: At CMC, Ranipet Campus, over 85% of inpatients reported
high satisfaction with ward cleanliness, linen quality, and maintenance. Housekeeping
staff and sanitation practices were positively rated. While the physical environment,
water supply, and hygiene facilities were generally satisfactory, areas like infection
control and the availability of soap/sanitizers required improvement. More than 90%
of outpatients expressed satisfaction with the cleanliness of waiting areas, restrooms,
and linen. Housekeeping staff were highly praised for professionalism and
responsiveness. The hospital’s physical environment received favorable feedback,
though minor concerns were noted regarding seating, signage, and hygiene supply
availability in restrooms.
X
Keywords: Facility Management, Patient Satisfaction, Physical Environment,
Cleanliness and Maintenance, Inpatient and Outpatient Services, Non-Clinical
Healthcare Services.
XI
