STM Article Repository

Introduction: Hospitals in the twentieth century were tremendously advanced, with a large workforce, innovative technologies, and doctors with super specializations. Quality management involves overseeing all activities and tasks required to achieve a desired level of excellence. This is evidenced by the collection and analysis of data to demonstrate adherence to established standards and criteria. Quality control is a method aimed at ensuring that performance services meet predefined quality criteria to fulfill patient requirements. Despite numerous improvement initiatives in hospitals, the quality of care provided remains a subject of scrutiny.

Aim: This study aimed to assess the satisfaction levels of patients and their attendants, evaluate the quality of care provided in the ICU, and determine the knowledge regarding quality management among ICU staff.

Materials and Methods: The efficiency of any healthcare unit is measured by its quality indicators. In this study, various Quality Indicators used in the ICU were utilized. ICU staff members completed a self-structured questionnaire. The chi-square test was used to identify associations between score levels and selected demographic variables, revealing significant associations with age, designation, qualification, and experience.

Results: The data showed that 34.3% of patients and their attendants rated the ICU services as excellent, while 42.1% reported always being satisfied with the services provided. The age, designation, qualification, and experience of the staff significantly impacted the working standards of the ICU staff, whereas gender and marital status did not. Additionally, 66.2% of the staff consistently demonstrated knowledge regarding ICU working standards. Overall, 94.6% of practices followed in the ICU were rated as good, 5.4% as average, and 0% as poor.

Conclusion: Various determinants were used to calculate the results. The quality of the ICU, according to patients and their attendants, was assessed, with 66.7% rating it as good. The majority of the patients and their attendance were satisfied with the services provided to them in the ICU. The services provided to patients and their attendants were evaluated, alongside the satisfaction levels of those admitted to the ICU and the knowledge of the staff working in the ICU. This study concludes that there is always a scope for improvement in order to meet the quality standards.