CHAPTER 4 RESEARCH METHODOLOGY

Research Methodology

After analyzing research papers I realized that studying about multispecialty hospital

and overall satisfaction of patients is a very unique study. This is the kind of the study

where patient is not willing to avail services .Patients are facing some problems or

situation that force them to take the consultancy advice with different services

associated with pre and post consultations. In this situation where analyzing and

diagnosing is as important as curing. This process requires specially trained and

skilled support staff under the guidance of super specialist.

The study of multispecialty hospital where patients are in the center of the services. If

we understand the associated issues where patients / consumer are tensed in most of

the situations. The patients are not in state of mind to understand or enjoy the availing

the services. This is the biggest challenge for multispecialty hospital to create

environment where patients feel the comfort in consultations and improve the rate of

curability.

This is special study where we need to understand the role of the decision maker.

Sometimes patients are not in state of mind to take the decision, where the role of

close friend or relatives becomes vital .That’s the reason while considering the opinion

regarding the multispecialty hospital, Patients and their relatives or close friends are

equally important. Her communication with the near and dear ones plays a very

important role.

4.1 Region of Research

Gujarat played an important role in the growth story of healthcare sector in our

country with 12% [double digit] growth rate .Gujarat continues to outpace most of the

states in healthcare sector. Hospital industry is an important value chain in the Indian

healthcare sector considering, high growth of pharmaceutical industries very high

income per capita and food habit and lifestyle of Gujarati .There is huge opportunity

for hospital indus. Our study is basically related with patients – satisfaction and

establishes the completion with effectiveness of various services provided by

multispecialty hospitals. If we analyze the entire Gujarat rural area is dominated by the

state and Central Government Center’s known as Arogaya Kendra. While urban’s are

mixed and there are many private players available. In urban area we can see the

presence of private professionals with huge setup off multispecialty hospitals. This

multispecialty hospitals provides the solution of all (most of the) critical disease with

all supportive services. This is our aim of the study; therefore we have identified the

four major urban cities of Gujarat which are located in different part of the state:

Ahmadabad, Rajkot, Surat and Vadodara.

Ahmadabad is one of the fastest growing cities of the world and center of attraction of

Gujarat State. This is the hub of pharmaceuticals where India’s major contributor in

pharmaceuticals industries like Zydus Cadila, Cadila Pharma, Torrent, Intas, Dishman

and other are established. Ahmedabad is city of multispecialty hospital, where more

than fifty such hospitals are working efficiently. This is the place where Apollo,

Narayana Hrudayalaya like national players is competing with major pioneer local

private player like SAL, Sterling and Shelby. We have considered more than 15

hospitals from Ahmedabad regions for our study.

Surat is the second largest city of Gujarat and having highest income per capita in the

India. Surat is foodie and known for their life style. We have identified the major

multispecialty hospitals from Surat for study. Apart from that we have consider other

ten to twelve multispecialty hospitals where we find significant number of the patients

in Surat City.

Rajkot is capital of Saurasthtra region and known for engineering industries and spicy

food like Ganthiya. In Rajkot the civil hospital is known as multispecialty hospitals.

Vadodara is central part of Gujarat. Where Sterling hospital and Metro Hospital are

the major multispecialty hospitals. In our study we consider four major cities from

different part of Gujarat and consider twenty five to thirty hospitals of four urban

cities of Gujarat.

4.2 Research Design & Research Objectives

Any research must be able to stand the requirement of theory and practical. Research

design is concerned with turning a research issues into the testing project. The research

design has been considered to be a blue print for research dealing. Research design

basically dealing with at-least four issues.

1 What are the different area of question arise of multispecialty hospital to study?

2 What is the kind of the information / data relevant the study related the information /

data relevant to the study related to multispecialty hospital is to be studied?

3What kind of the information / data relevant the study related multispecialty hospital? 4

What are the important issues for multispecialty hospital?

How Infrastructure ambience is affecting the expectation of any patients? Any critical

disease diagnosed is important or diagnostic investigations related to treatment are

crucial? Who should be targeted for opinion or for data collection--patients or close

relative or friends? How and when to collect the data?

We have to understand and decide the process of data a collection and post process of

data collection like arrangement of data, applicable test and statistic analysis process to

achieve the objectives of this research.

What is study? – Selection of Research Design

The study of multispecialty hospital is conducted where hospitals are already established

in urban areas of Gujarat. Large numbers of patients have taken treatment in these

hospitals. The main purpose of the study is associated fully with the patients suffering

from critical disease, admitted with high expectation and spending additional money for

their treatment to thecae MSH. This multispecialty hospitals are known for good

infrastructure ,excellent clinical care, good clinical ancillary services for accurate

diagnosis, satisfied quality care during their stay to the hospitals till the discharge from

the . The question is arising, whether patients / customer are satisfied with the system of

multispecialty hospitals? If they are not satisfied then what are the different issues or

services which fail to provide satisfactory quality care to the admitted patients? What

are the areas requiring improvement or rectification is? What is the modification

required to enhance the quality care value of hospital. ? What should be the level of

overall satisfaction of the patients by reaching which patient loyalty can be established?

We do not want to restrict our study only up to the patient’s satisfaction level but we also

want to understand the impact of each factor. We want to find out the parameters

involved with patient satisfaction and also want to find out the value of satisfaction

quotient of combined influence of overall factors and impact of each factor of on

satisfaction level of patients. We will also conduct the analysis for How individual

factors create impact on the satisfaction quotients of patients?

In hospitals, patients are treated regularly by consultants, experts and imparted care by

trained Para medical technical staff of various departments of institute’s .The Standard

Operating Process are predefined by the administrator of hospitals. Higher authority have

given vision and goal of the organization and simultaneously created internal

environment .Predetermined standards are floated for implementation to provide quality

care. Here issue of research is gathering of information where platform is ready but we

need to understand the structure to take the opinion of the consumer’s and their

associated and then by using various tools carry out the analysis, deriving conclusion of

patient satisfaction quotient for any multispecialty hospitals. I firmly believe that the

study related with multispecialty hospitals is descriptive and conclusive research design

is the most of suitable design for such study. We understand the internal and external

factor which is associated with hospital industries. We have also identified the factors

and service aspects which are directly related with patient’s satisfaction. Therefore with

the opinion of the consumer we can derive the conclusion to achieve primary and

secondary objective with descriptive conclusive research design.

The descriptive research design is more structured and formal in nature .The aim of the

design is to provide more comprehensive and detailed explanation of phenomenon under

the study. In the design detailed sketch – profile of respondent population being studied.

This might require a structured primary collation of the information to understand the

concern population. The descriptive research designs apply to carry out to measure

simultaneous the occurrence of certain phenomena or variables.

Research Objective

The goal of this study is to understand the different aspects of multispecialty hospital in

Gujarat. The biggest issue of the study is the kind of the cost bared by the patients is

worth or not. What are the perceptions of consumer / patients regarding multispecialty

hospitals? To understand the relationship between costs involved in the treatment,

various services of multispecialty hospital to gauge their progress in keeping up with the

other competitors.

The primary objective of this is to understand various service provided by the

multispecialty hospitals. What is effectiveness of such services and tools of such

hospitals? How are services related with patient’s perception and this perception

translated into patient’s satisfactions?

The ultimate goals are analysis the nation of patient’s satisfaction as a subject of

consumer satisfaction. Quality assurance is intended to provide them with information

on quality performance of their service. We would like to scrutinize the level of such

services in this present hospital industries scenario. Quality assurance aspects always

were a top priority in hospitals. Our country regulatory has famous various policy that

create huge important to assurance of quality healthcare treatment. The various schemes

for quality assurance, names and predetermined standard increasing being introduced in

Indian hospital. This standard are introduced in our country to see that Indian hospital

achieve minimum prescribed level and can compete with other country’s healthcare

standards. Even W.H.O. [World Health Organization] has recognized the high quality

standard our countries should systematically introduced in our system. The patient’s

satisfaction is the heart of any multispecialty hospitals in highly competitive modern era,

where the patients and associated pay high treatment cost and hence demanding various

quality services provided by such multispecialty hospitals.

In order to ensure efficient and effective patients care we need to conduct our study

aiming the data collection, analysis and evaluation of following areas.

1. Effectiveness of Care

The main purpose of the visit to the hospital is to get cure from the disease. If the

patient is not satisfied with the effectiveness of the medical care, patients will not

tolerate the minute’s variation in it.

2. Access to Service

Health care services should have an open access to all round the clock and should

not be restricted by any of the factors like Geographic, Economic,

Organizational, Social or Linguistic banners.

3. Technical Performance

Modern hospitals are different conventional hospitals in terms of procuring New

technology, Latest invented equipment technology, Transfer and storage data,

Latest testing machines are important part of today’s diagnostic and therapeutic

system. The degree to which the different tasks are carried out by trained health

workers and skill technicians and facilities to meet expectations of technical

quality is very important.

4. Effectiveness of Service Delivery

This is very crucial factor in multispecialty hospitals. The degree of effectiveness

shows the gaps between predetermined set standards and desire standards of

services. The ratio of output of services directly related with cost of producing

the services in the context of supply chain management. This parameter is

equally important for the top management of any hospitals.

5. Patients Relationship

This is more important aspects to understand the relation between service

provider and consumer. Any hospital system in the world influenced by

interaction that engendered between hospital employers and affect the quality

service rendered to the patients. This relationship is very vital for the perception

of the patients.

6. Interpersonal Relationship

This is the study of multispecialty hospital, where consumer and service provider

is human being. Therefore interpersonal relation one very vital. As we know that

the modern hospital users advance technology and latest equipment, even though

the like – Love, Trust, Faith, Respect, Courtesy, Responsibility, Empathy,

Confidentiality, Effective Listing and Communication, Hope, Sharing and Caring

have not last the meaning. Effective communication between service provider

and patients play vital role to establish the interpersonal relationship.

The strong interpersonal relation create specific image in patients mind, it will go

to long way to redeem the image of hospitals. The strong relationship creates

customer loyalty toward the specific multispecialty hospitals.

7. Physical Infrastructure Comfort

The today patients visit the multispecialty hospital not to take opinion or to

consult the doctor. At the same time they are expecting facilities like cleanliness,

comfort, privacy and multispecialty hospitals. The quality of healthcare perceived

by patients may be influenced by mass medical facilities like –cafeterias,

location, maintenance capacity, laboratories, operation theatre, radiology,

pharmacy, space for data storage, adequate parking space, waiting lounge,

counselling chambers, ATM and other facilities are equally important for any

consumer and their associates.

Primary Objective

The Primary objective of this study is to understand the importance of customer as a

patient satisfaction in health care sector and understanding the concept of patient

satisfaction.

The aim is analyzing the notion of patient satisfaction as a subset of customer

satisfaction. Quality assurance is intended to provide them with information on the

quality of their performance. We would like to examine the levels of these services in

current healthcare scenario. Quality assurance aspects have always been a top priority in

Indian hospitals. India’s health policy attaches a great importance to quality assurance

schemes which are increasingly being introduced in order to ensure the internationally

recognized high standards of Indian hospitals in accordance with India’s commitment to

the World Health Organization Quality assurance should systematically introduced in

Indian hospitals. The patient satisfaction is the heart of any multispecialty hospitals in

highly competitive era, where the patients and their associates are paying high fees and

hence demand various quality services provided by such hospitals. In this situation, the

relations among the various service providers are directly correlated with effectiveness

of the services and that results into patient satisfaction.

In order to ensure efficient and effective patient care, we need to conduct our study aiming the analysis and evaluation of following aspects like:

• Technical performance i.e. The degree to which the tasks carried out by health workers and facilities meet expectations of technical quality.

• Access to Services: The degree to which healthcare services are unrestricted by geographic. Economic social organizational or linguistic barriers.

• Effectiveness of care: The degree to which desired results of service are achieved.

• Effectiveness of service delivery: The ratio of outputs of services to the associated cost of producing these services in context of supply chain management.

• Interpersonal relationship: Still in the 21st century, words like trust, faith, respect, confidentiality, courtesy, responsibility, empathy, effective listening and communication between providers and listeners play vital role to provide various service effectively and efficiently.

• The Interpersonal relation is psychological to the patients it will go to a long way to redeem the image of hospital in terms of hitherto hostility that characterize the employee patient relationship of the hospital. All health care systems are influenced by interaction that engendered between hospital employees and it affects the quality of service rendered to the patients.

• Physical infrastructure and comfort: The physical appearance of the facility, cleanliness, comfort, privacy and other aspects that is important to patients. Our objective is to find out the gap and various measures and suggestions for reducing complexity of managing multi specialist hospitals. The quality of health care is perceived by patients may be influenced by non medical facilities like cafeteria services, location maintenance capacity, laboratory, radiology surgery, pharmacy, records and supply chain management.

We need to evaluate the various services prescribed, promised and provided.

Secondary Objectives

In order to understand and analyzed the primary objective of the study. It is very

important to classified main objective into various subside goals. The following are the

secondary objective of the study.

4.3 Data Collection

This study of effective analysis of various services provided by multispecialty hospital in

Gujarat is very vast topics and we have multitude choice available for collecting study

specific information of course. We have to fully cognizant of resource available for the

study and the level of accuracy required. The study of multispecialty hospitals is

conceptualized and framed on the basis of both types of data collection. The data sources

could be either contextual and primary or historical and secondary data in nature.

Secondary Data [ Historical Data]

As we aware that secondary data is not topical or research specific, mainly this data

collected from some other researcher or through the investigative the study of

multispecialty hospitals body. There are lost information is recorded or published in the

structure format for example the various articles or publish research papers in prominent

journals. The various articles written by the subject. Experts in newspaper, relevant

magazine. We must not forget the source of website of multispecialty hospitals and

relevant site of health again misalign is very huge source of historical information.

DATA SOURCES

PRIMARY DATA METHOD

SECONDARY DATA METHOD

While studying effective analysis of various services provided multispecialty hospital,

lots of resources and huge information are available. Mining the relevant data was

really challenging. Here we have referred books the some of the sources of secondary

data which we have utilized to derive the results for the study which are mentioned in

references

DATA SOURCES

PRIMARY DATA METHOD

SECONDARY DATA METHOD

> OBSERVATION METHOD

> FOCUSED GROUP > SURVEY METHOD

INTERNAL SORUCE

EXTERNAL SORUCE

FULLY PROCESSED

NEED FURTHER ANALYSIS

PUBLISHED ELECTRONIC DATA BASE

Primary Data Collection

The study related with effectiveness of various services provided by multispecialty

hospital is consumer centric study. This is study where behavior, expression, mindset,

attitude is prime, each parameter directly affected to the perception of the consumer /

patients. Even any consumer behavioral study opinion is very vital factor. This is the

specific study where effectiveness of different tangible facilities and availability and

intangible various services are examined on the basis of patients and their associated

opinion.

This is very complex study where a part from the opinion we need to understand the

predetermined standard of any hospitals. Therefore we have target experts who

directly associate with hospital industries like very senior renowned doctors and senior

person who directly involve in the modern hospital administration of modern

hospitals. This is kind of the study where personal experience crucial. Therefore visit

of multispecialty hospital and evaluate personally the product + service promise

prescribed and provided. We have applied different tools of primary data collections.

• Experts Opinions

• Observation Method

• Survey Method

• Experts Opinions

This is the study of one of the most developing industries, where lots of new

dimension are applied, new technology and innovation make this field very

updating and diverted. To understand the structure various

departmentalization, inter-relationship and ideal prescribe standard personal

interview of experts is very useful techniques. We have identified very senior

renowned doctors, various chairman of body modern multispecialty hospital

having vast experience of having and managing such organizations. We also

consider the management consultant having vast experience in hospital

industries and create brand of multispecialty hospitals. We were able to come

across approximately 85 to 90 senior persons and understand various

department roles of super consultant and supportive members. New

technologies and it’s synergy in accurate diagnostic operative cases

complimentary testing area, interpersonal relation tactics, how to create

appropriate environment in hospital industries, very important part is how to

decide the predetermined standard of each factor directly related with the

patients and their associated. How multispecialty hospital can grow in highly

competitive and complex environment with tools of satisfaction quotients of

patients.

• Observation Methods

“Seeing is believed” one has to relay on the personal experience. To

understand the complex structure and ideas filed the various services personal

experience very important aspects of the research. Hence we have decide to

visit various multispecialty hospitals to evaluate the gap between promise

prescribe and actual provided facilities and service to patients. Observation

method helps us to basic audit of multispecialty hospitals. We were able to

tape approximately twenty hospitals to feel the facilities, understand service,

screen the hygiene level, inter-cosy of various department, interrelationship

among the staff members of course the behavioural aspects of service provider

with consumer. Infect we were not been able to visit the restricted areas like

operation theatre and incentive care units and other confidential and private

areas restricted by the hospital’s top authority.

• Survey Method

This is most important elements of research for the study, where perception of

customer is prime and to understand the perception opinion of patients who

already experienced with multispecialty hospital is the major tools of research

for such studies. Considering the information of various sources of secondary

data, personal interview with experts and personal visit of multispecialty

hospitals. We were able to identify the factors and important service provided

by such super-specialty hospitals. We have design structured questioner apply

survey method to take opinion and understand the perception of patients

regarding facilities and services provided by multispecialty hospitals.

Region of Survey

We all are aware that the multispecialty hospitals established only in urban area.

Therefore we consider major hospitals of major cities of Gujarat – Ahmedabad,

Rajkot, Surat and Vadodara.

We have tried to collect the opinion of the patients as well as associated of the patients

those are taken treatment from the multispecialty hospitals situated in these cities.

In Ahmedabad City

• Ahmedabad Heart Hospital

• AnkuraChildren's Hospital

• Ahmedabad Civil Hospital

• Guiding Hands

• Aneri Hospital, Vasna

• Apollo Hospital, Bhat

• Ashvary Hospital

• Bodyline Hospitals

• B.J. Medical College, Asarwa

• Bhagyoday General Hospital

• Care Institute For Medical Science Hospital (CIMS Hospital)

• Eklavya Ayurved Multispeciality Panchkarma Centre, Naroda

• G.R.M.I and Rajasthan Hospitals, Shahibaug

• Gayatri Heart & Medical Hospital, Nava Vadaj

• GCRI, Ahmedabad

• GCS Hospital

• HCG Medisurge

• Kidneyline Kidney Hospital and Bodyline Hospital, Ellisbridge

• Krishna Heart Foundation

• Ladycare Women's Hospital and Childcare, Naranpura

• Lifecare Institute of Medical Sciences & Research, Khanpur

• Lifecare Institute of Medical Sciences & Research, Navrangpura

• Orlando Urologist Hospital

• Pramukh Swami Health Care and Research Center

• S.A.L. Hospital

• Samved Hospital, Navrangpura

• SamvedOrthopaedic Hospital, Navrangpura

• Sardar Patel Hospital

• Shalby Hospital

• Shivam Surgical Hospital, Kankariya, Maninagar

• Shri Kacchi Jain SevaSmaj Hospital

• Sindhu Hospital

• Sterling Hospital

• Thakershy Charitable Trust Hospital, KeshavBaug, IIM Ahmedabad

• V.S. Hospital and Sheth N.H.L Medical College, Ellisbridge

• Health & Care Physiotherapy Clinic, Gollimda, Khamasha

• Parekhs Hospital, Satellite

In Rajkot City

• B.T. Savani Kidney Hospital

• Dhakan Cardiac Hospital

• H. J. Doshi General Hospital

• N.M. Virani Wockhardt Hospital

• RanchhodDasbapa Eye Hospital

• Sadhu Vasvani General Hospital, Gaikwadi Plot

• Vachhrajani Hospital- Near Old Jagnath, College Wadi

In Vadodara City

• Bankers Heart Institute

• Baroda Heart Institute and Research Center

• Bhailal Amin General Hospital

• Dhiraj General Hospital

• ESIS General Hospital

• Global Hospital

• Guiding Hands

• Infectitious Disease Hospital

• Jamnabai Hospital

• Kailash Cancer Hospital & Research Center

• Kashiben Children Hospital

• Lady Pillar Hospital

• Maharani Shantadevi Hospital

• Metro Hospital

• Narhari Hospital

• Pramukh Swami Hospital

• Premdas-Jalaram Hospital

• Railway Hospital

• Sangam Hospital

• Shri Sayajirao General Hospital

• Shubchhechha Hospital

• Spandan Hospital

• Srushtil Hospital

• Sterling Hospital

• Vins Hospital

• Yogini Vasantidevi Hospital

• Life Care Hospital, Bodeli

In Surat City

• Aayush Doctor House

• Adventist Wockhardt Heart Hospital

• Anand Hospital, Nanpura

• Apple Hospital

• Ashaktashram Hospital

• Asutosh Hospital

• Banker's Heart Hospital (Prabhu General Hospital)

• Baps Pramukh Swami Hospital

• Bharat Cancer Hospital

• Bharti Maiya General Hospital

• Care Hospital

• Girish Group of Hospitals

• Hari Krishna Hospital

• Lockhat Hospital

• Mahavir Cardic Hospital

• Mahavir General Hospital

• Mahavir Super-Speciality Hospital

• Maskati Hospital

• Me & Mummy Hospital, Nanpura

• Me & Mummy Hospital, Varachha

• Metas Adventist Mission Hospital

• New Adarsh Hospital

• New Civil Hospital

• Nirali Radiation Center

• Nirmal Hospital

• P.P. Savani Cardiac & Multi-Speciality Hospital

• Pachhigar Homeopathic Hospital

• Param Doctor House

• Prannath Hospital

• Smimer Hospital

• Surat General Hospital

• Swami AtmanandSaraswatiAyurvedic Hospital

• Vankawala Children Hospital

• Varachha Doctor House

• Vasan Eye Care

4.4 Sampling Elements

This is the study related with effectiveness of various services provided by

multispecialty hospital. While deciding the elements of the sample is very conscious

decision. Those patients or their associated spend at least two days in multispecialty

hospital is the right person to give any opinion on such hospitals. Therefore patients or

associates avail services and facilities of multispecialty hospital consider as sampling

elements.

All those patients spend at least two days during the treatment are part of sampling

frame.

Selection of Sampling

It is very evitable from the exhaustive list of the multispecialty hospital that exclusive

list of sample frame is very difficult for any researcher. Therefore we have decided to

apply sampling methods. In this research we have applied qualitative sampling method

is canniness sampling techniques.

It is very difficult to take opinion of each of the persons part of sampling frame at the

same time we are looking for the opinion of only those patients or associated can

understand product service provided by such organizations. Therefore the while

framing the standard questionnaires we have pre define the criteria for the respondent

must be fall in AB category of social economic zone. This is very complex study

opinion of respondent can create impact on the analysis and result part. Therefore

while deciding the collection of data we have consider the various factor of sample

characteristics. The respondent must be educated at-least completes the graduation,

they must posse the AB category of socioeconomic class. The respondent or associate

who avail the services must be mature understand the importance of study and

accordingly give unbiased opinion regarding organizations. A part from the we also

consider the other demographic factors like income material status, gender,

occupation, geographic location while collecting data regarding the study of

multispecialty hospitals.

When we consider predefine criteria and entry barriers for respondent while selection

samples, we cannot apply any random sampling methods. Therefore we have decided

to apply convenience non random sampling methods. Convenience sampling us used

to derive information quickly inexpensively and desire data which relevant to study.

Convince research methods give freedom to research to collect the information from

the respondents, whom predefine or pre-determined by the researcher. When we

consider the study of multispecialty hospitals in which most of the factors and

characteristics of the samples are predefine convenience method is the most suitable

non-random sampling method for such studies to derive the appropriate analysis and

result.

Determination of sample size

The size of sample in any study is heavily dependent on the basic characteristics of

target population or sampling frame. That’s why sample size changes in different

study. The most common practices applied by researcher is decided the sample size

based on what was done by the researcher in similar studies carried by other

researchers. As we are aware that this very unique study and similar study is not

conducted by the researcher for various services provided by multispecialty hospital in

the state. We found some organizational study where perception related with the

specific organization / product or services are obtained and understand satisfaction

point of view of consumers.

We have considered the region researcher is major urban city of Gujarat and

considering the member of multispecialty hospitals in various cities. It would be seen

that higher the variability measured by the population standard deviations but

alternatively, we estimate the value from the sample standard deviation from the

sample data. Considering primary objective and secondary objectives of the research,

we have decided the most popular margin of error is 5% level of significance.

Once we are able to computer the estimate population standard deviation and level of

significance size of samples can be determined by the given formula.

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If we are putting the various value in given formula size of sample was approximately

n=422. We firmly believe that large sample size will definitely bring the good results

because then collected data will follow normal distributions. Considering the various

aspects of the study we have collected 622 samples from different region and from

different multispecialty hospitals. Out of 622 approximate 500 samples are valid and

fulfill the predefine criteria which decided to derive appropriate conclusions.

After deciding the sample size we have collected the sample from various place and

different multispecialty hospital. The different multispecialty hospital those patients

have taken treatment and spend at-least two days in such organization, information are

collected and with prior approval seating with patients and close associated, whom

experienced the facilities and services opinion are taken. We have consider the all

major multispecialty of the urban city, while collecting the information we also

consider the reputation and continuous number of the patients enrolled with particular

hospitals. Number of samples from the hospitals proportionality selected. Appropriate

sample selection is very challenging issue for any researcher.

We are determined to use SPSS (20) for the further analysis to achieve various

objective of the study. Whiling framing structured questionnaires. We have given

coding and scaling according the requirement of software. SPSS is the software which

is mainly use in any social science study. The latest version of SPSS (20) in which

most of statistical tools are available to analysis most off primary and secondary

objectives. Excel is software that we have used in analysis. This is one of the most

popular user friendly software used for the analysis. Moreover conversation of Excel

to SPSS or vice versa is possible.

Methodology Analysis

After collecting the sample data we need to concentrate on most tedious but very vital

is the enter data in the software. In the questionnaires, even minute information is

coded and scaled with the numeric numbers. Therefore data entry process becomes

very easier. Entire research analysis classified in four parts.

• Reliability – Normality –Testing

Any researcher this is one of the biggest challenge that whatever data collected

from the various predetermined or available resources is reliable or not. If the

data is relevant reliable then further appropriate research analysis is possible. If

any collected data is not reliable then further analysis and derive conclusions

are aimless and useless.

Questionnaire is classified in three parts, first part if related with demographics

issue, second part is entry restriction for those respondents are not suits for

purpose of our study and third part is very crucial, where we have identified

facilities and various services provided by multispecialty hospital. Each

services and facilities sub classified with four or five tasks which is required to

perform in the routine of multispecialty hospitals. Each task performed is

categories under the specific head of facilities and services.

Each task is properly five points scaled with category of excellent, very good,

good, average and poor with numeric coding 5, 4,3,2,1 respectively. We have

derived summated score for each facilities and services; we have also derived

the summated scores for overall satisfaction of the patients. To check the

reliability part, we have applied famous crone beach alpha reliability test for

each task for individuals as well as summated score for each facilities and

services. Once we realized the data fulfill the reliability test in each parameter

individuals as well as summated.

It is very important for any data; it must be reliable and should follow the

normal distributions. If any data follow normal distribution then and only

researcher can apply parametric test, we have check normality of data and

found that collected data follow normal distributions.

• Descriptive Analysis

Once we check reliability and normality of the data then we more to second

stage analysis. We want to understand the various information of demographic

factor like age, gender, marital status, income, occupations. We have identify

the frequencies of each demographic category in classify in different zone

coded with numeric value.

We have also concentrated in various descriptive measurement considering

objective of the study we have decided the popular descriptive value like mean,

standard deviation, various, range and also derived the value of kurtosis. We

have derived the value of all mention descriptive parameter for each question

as well as for summated scores for each facilities as well as services provided

by multispecialty hospitals

1.5 Various test of Hypothesis

Inferential analysis is heart of any research to derive appropriate conclusions.

Inferential analysis is very much depends on testing of hypothesis; it is most

suitable options where we can apply parametric and non-parametric testing.

Our data which is coded with numeric values consider as quantitative

information.

When we already checked the normality of the data, we apply parametric test

to achieve primary and secondary objectives.

a. We have apply Chie square test to check the association between

age group and critical disease we also applied Chie square test to

check the association between income of the respondent and

suffering from critical disease.

b. We have also derived the difference between gender [male /

female] and summated scores of various services / provided by

super consultant and medical officer.

c. We have also apply the tools like and way ANOVAs, two way

ANOVAs and proportion test for two large sample to achieve the

motive of the study

• Correlation Analysis and Conjoint / Discriminant Analysis

This is the most crucial analysis of analysis the research. We have identified

nine factors which related with facility and services of multispecialty hospitals.

This nine head is subdivided under the small task which is performed with

machines by human beings. We have found the summated score for each value

and find out the correlation, coefficient for each factor. We have design

bivariate model for each factors in raw as well as column. We have established

interrelationship for each services, correlation, coefficient of each factor and

each services. Any researcher can understand and interpret the interrelationship

among the various facilities and services.

Once we establish the correlation coefficient among the facilities and services

then we focused on the heart of the topics is patient satisfaction. The level of

patient’s satisfaction is depended by the various facilities and effectiveness of

product. This is the case where number of facilities and effectiveness of

services combined influence the factor call patient satisfaction. This is the case

where we supposed to understand and find the value of combined influence as

well as individual impact of each factor which directly associated with patient

satisfactions. We have decided to apply tools multiple regression. Even more

specifically apply discrimination analysis with this model we can derive desire

results.

We have studied various organization and structure different multispecialty

hospitals and identify the various facilities, product different services.

A. Core Medical Services

a. Consultant Advices (CA)

b. Medical Officer (MO)

c. Paramedical Staff / Nursing Station (PS)

B. Other Service (Supportive)

a. Hospital Analysis (HA)

b. Cafeteria / Food (CF)

c. House Keeping / security / Linen / Laundry (HKSLL)

C. Other Factor

a. Admission Process (AP)

b. Discharging Process (D+P)

c. Infrastructure Facility (IF)

d. Billings and Others thinness (BO)

There for patient satisfaction is dependent effectiveness and level of services. We have

applied multiple regression models and develop model between patient satisfaction

and various services provided by multispecialty hospital.

Y=β0+β1(CA) +β2(MO) +β3(PS) +β4(HA) +β5(CF) +β6(HKSLL) +β7(AD) +β8(IF)

+β9(BO)+β10(DP)+ε

Y = Patient Satisfaction

β0 = Constant

ε = Corresponds to error term

β1, β2,…………β10, are regression coefficients of various services. We can find

individual as well as combined influence of each parameter can derive the impact each

one of them on patient satisfactions.

From the above analysis and hypothesis testing we will identify some factors which is

directly associate with patients satisfactions, we can also derive satisfaction quotient

for each multispecialty hospital.