Six Sigma is an innovative program that uses data analysis to achieve defect free processes and to decrease variation. The medium scale hospitals being not financially sound like corporate hospitals implementing six sigma programmes in the hospital require an exhaustive investigation on suitability of the same and how to prioritize the projects so that the vital few will bring better change in the quality improvement of the hospital. This study explains about the various factors to be addressed to measure the patient satisfaction at outpatient level in medium scale hospitals and how to reach conclusion to select improvement projects. The study concludes the suitability of patient satisfaction measure as an indicator of quality health care by addressing the satisfaction anchors for outpatients. The scope for initiation of six sigma projects using satisfaction indices is also traced in this work.

Key words: six sigma, patient satisfaction, satisfaction factors, CTQs, percentage of disagreement,