Patient-centric approach through “Multi-Purpose Behavior Therapy (MPBT)” room for improving patient's satisfaction and decreasing work load in Hospitals: An analysis from available evidence

Many studies from India have documented that patients are not satisfied with their treatment provided in the hospitals. The common reasons of patient's dissatisfaction are overcrowding, long waiting time to meet doctors, short consultation period (2 minutes), absence of a congenial environment, and communication gap. It is well known fact that there is frustration with systemic problems of government hospitals, from poor budgetary allocation to shortage of health care staff. It is evident from management studies that, if we have to give better output without changes in the input level we have to improve our existing processes. Improvement of any system is possible by proper system analysis, system design and effective implementation. In hospitals also, our aim is to design and implement a customized and comprehensive care plan, giving more emphasis on the patient's problems than on their diagnosis. Person centered care is underpinned by values of respect for persons, individuals right to self-determination, understanding, empathy, tow way communication and eye to eye contact. Newer concepts like social prescribing in patient care have been implemented in the Multi-Purpose Behavior Therapy (MPBT) room project at PGIMER, Chandigarh for urinary incontinence, dysmenorrhea, osteoarthritis and polycystic ovarian disease patients. Our results indicate that it is feasible to impart health promotion orientation in gynae OPD and orthopedic OPD through counselling of patients for de-medicalization of management of their health problems. Doctors also reported reduced workload. However, this model can be adopted in any clinical department for improving patient satisfaction and decrease workload in hospitals..