Patient satisfaction is an important and commonly used indicator for measuring the quality in health care. It is thus a very effective indicator to measure the success of doctors and hospitals. According to a survey, satisfied patients share their experience with five others while the average patient with an unresolved complaint will share to nine to ten people.

We at Narayana Nethralaya use patient satisfaction as a performance tool to measure quality of health care services. Since it is not directly observable hence patient feedback surveys are been utilized as the measuring device. The feedbacks are taken widely on both online/offline platforms i.e. (Google, Face book, Website and Paper Feedback). The patient feedbacks coming from various sources on monthly basis are evaluated, results are analyzed & patient satisfaction index is been calculated. For year 2021, the patient satisfaction benchmark number set is 92%.  The feedback received is analyzed thoroughly and helps to improve the service standards and processes within the organization. Our current rating on social media platforms are (Google – 4.8  and Facebook – 4.9). Patient satisfaction affects clinical outcomes, patient retention, and medical malpractice claims. It affects the timely, efficient, and patient-centered delivery of quality health care.