Awareness about Consumer Protection Act amongst Patients Visiting a Private Medical College and Hospital at Chennai: A Descriptive Study

Abstract

Objectives: To assess the knowledge regarding Consumer Protection Act amongst patients visiting a tertiary
care hospital at Chennai.
Methodology: A cross-sectional descriptive questionnaire based survey was carried out on 550 patients
visiting a private medical college and hospital at Chennai and the data was collected. The interview consisting
of closed ended questions on CPA. Statistical analysis was done using appropriate statistical tools in SPSS
software.
Observation and Results: Young male respondents were found to have more awareness in comparison
with females. Education and monthly income were found to have positive association with the level of
awareness.62% of the study participants have heard about CPA. In cases of medical negligence, 78%
participants would visit police station rather than a consumer redressal forum.80% of the participants were
unaware of the location of consumer court. Approximately half of the respondents (45%) felt that medical
services by doctors were liable for punishment under CPA in case of negligence.
Conclusion: Knowledge of what may influence patients is of utmost importance in cases of meeting their
expectations and demands. Although the Consumer protection Act empowers patients to demand quality
care, still complaints against medical professionals for errors, unfair access and poor satisfaction in
service rendered remains. Hence awareness of patients rights and legislations would pave a path towards
improvement in the quality of medical service rendered , thereby providing satisfaction to both patients and
health care provider.