10320140501002

International Journal of Marketing and Human Resource Management (IJMHRM), ISSN 0976

– 6421 (Print), ISSN 0976 – 643X (Online), Volume 5, Issue 1, January-February (2013)

9

STUDY ON MEDICAL TOURISM GLOBAL COMPETITION IN

HEALTHCARE AND A STUDY ON SATISFACTION LEVEL AMONG

FOREIGN PATIENT’S

Dr. Satpal Singh1, Dr. Sahil

2

1Associate Professor, Coordinator of Department of Hospital Administration,

D.C.R.U.S.T. Murthal, Sonepat 2Masters of Hospital Administration, D.C.R.U.S.T. Murthal, Sonepat,

ABSTRACT

Healthcare, like food and shelter, is a basic need of Humanity. Given the potential India holds as a healthcare destination, the healthcare tourism sector can be a major source of foreign exchange earnings for the country. India’s healthcare sector has made impressive strides in recent years and the country is increasingly projected as a ‘healthcare hub’. Several features have positioned India as an ideal healthcare destination, like cost effective healthcare solutions, availability of skilled healthcare professionals, reputation for successful treatment in advanced healthcare segments, increasing popularity of India’s traditional wellness systems and rapid strides made in information technology. The present study analyses and concludes the main reasons why the developing country like India attracts foreign tourists for the medical treatment. Finally this study is undertaken to evaluate the satisfaction level and quality of care received by foreign patients admitted for treatment at FORTIS HOSPITAL, Shalimar Bagh, New Delhi.

Keyword: Medical Tourism, Patient Satisfaction, Global Competition. INTRODUCTION

Tourism and healthcare, being an integral part of many economies services industry are both important sources of foreign exchange. Globalization has promoted a consumerist culture leading to the mushrooming of corporate healthcare settings seized with the necessity

INTERNATIONAL JOURNAL OF MARKETING AND HUMAN

RESOURCE MANAGEMENT (IJMHRM)

ISSN 0976 – 6421 (Print)

ISSN 0976 – 643X (Online)

Volume 5, Issue 1, January – February (2014), pp. 09-21 © IAEME: www.iaeme.com/ijmhrm.asp

Journal Impact Factor (2013): 4.6901 (Calculated by GISI) www.jifactor.com

IJMHRM

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10

to maximize profits and expand their coverage. However, the constraint lies in the fact that these services can be afforded by a relatively small size of population in developing countries. Low insurance penetration, lack of standardization of services, poor information base, ineffective monitoring leading to low quality, high levels of fraud and corruption, misallocation of investments and low efficiency of existing hospitals have impeded effective performance leading to a stagnation of the healthcare sector. In this scenario, corporate interests in the medical care sector are looking for opportunities beyond the national boundaries. This is the genesis of “Medical Tourism” industry. The term medical tourism refers to the increasing tendency among people from the UK, the US and many other third world countries, where medical services are either very expensive or not available, to leave their countries in search for more affordable health options, often packaged with tourist attractions. So it should be named” medical value travel”. In recent years, India is being seen as an important player in the globally growing “Medical Tourism”, which is projected as a new segment in travel and healthcare business. The former Indian finance minister Jaswant Singh envisaged to make India a “Global health destination” and the budget tabled by him included government policy for collaboration between the available medical expertise in the country and tourism industry.

PREVIOUS REVIEWS ON MEDICAL TOURISM

1. Martinez-Alvarez, M. Rupa Chanda, and R. Smith in their study on “Medical tourism: a review of the literature and analysis of a role for bi-lateral trade” published in year 2011 concludes that there is a dearth of data and discussion on such bi-lateral trade. This limited evidence offers some suggestions. Exporting countries may benefit from medical tourism by generating foreign exchange and reversing the brain drain, but run the risk of creating a dual system, where the local population is crowded out. Importing countries can benefit from alleviating waiting lists & lowering healthcare costs, but may risk quality of care and legal liability. However, evidence from a bi-lateral perspective suggests that the positive aspects can be capitalized, and the negative ones reduced.1

2. Dr. Suman Kumar Dawn; Swatia Pal, Both Asst. Professor, Centre for Management Studies, JIS College of Engineering (Under West Bengal University of Technology), Block ―A’, Kalyani , Nadia -741235 , West Bengal in their study on “Medical Tourism in India: Issues, Opportunities and Designing Strategies for Growth and Development” published in year 2011 concludes that the strengths of India’s medical tourism service providers and points at a number of problems that may reduce the growth opportunity of this industry. This paper focuses on the key issues and opportunities possessed by Indian medical tourism sector that enable it to overcome domestic and international barriers on upgrading its medical services. Finally, this paper analyses and concludes the main reasons why the developing country like India attracts foreign tourists for the medical treatment.2 3. Dr. Anjana Sharma, Dr. Anupama Sharma, Mr. Saurabh Tiwari in their study on “Medical Tourism: Building the India Brand Abroad (An Analytical Study of Potential of Medical Tourism in Gurgaon)” published in year 2012 concludes that India is in an advantageous position to tap the global opportunities in the medical tourism sector. The government’s role is crucial to the development of medical tourism. The government should take steps in the role of a regulator and also as a facilitator of private investment in healthcare. Mechanisms



11

need to be evolved to enable quicker visa grants to foreign tourists for medical purposes where patients can contact the Immigration Department at any point of entry for quick clearance.3

4. Ferdosi Masoud, Jabbari Alireza, Keyvanara Mahmoud, and Agharahimi Zahra in their study on “Medical tourism for any study area is complex” published online in year 2013 examine systematically published articles about medical tourism in the interval 2000-2011 and concludes that Among the 28 articles reviewed, 11 cases were a kind of research articles, three cases were case studies in Mexico, India, Hungary, Germany, and Iran, and 14 were case studies, review documents and data were passed. The main topics of study included the definition of medical tourism, medical tourists’ motivation and development of medical tourism, ethical issues in medical tourism, and impact on health and medical tourism marketing. The findings indicate the definition of medical tourism in various articles, and medical tourists are motivated. However, most studies indicate the benefits of medical tourism in developing countries and more developed countries reflect the consequences of medical tourism.4 5. Mane Vivekanand A., Dr. Hundekar S. G. in their study on “Indian medical tourism: Growth, challenges and opportunities” published in year 2013 concludes that India offers world class medical facilities, comparable with any of the western countries. India has state-of-the-art hospitals and best-qualified doctors. With the best infrastructure, the best possible medical facilities, accompanied with the most competitive prices, one can get the treatment done in India at the lowest charges. Medical Tourism in India is currently generating around US$ 2 billion in revenues and expected to generate around US$ 3 billion by 2013, with the number of medical tourists to grow at a CAGR of over 19 per cent during 2011–2013 to reach 1.3 million by 2013. India's share in the global medical tourism industry is predicted to be around 3 per cent by the end of 2013 -according to a report by research firm RNCOS, released in December 2010. This paper focuses on the structure, growth, challenges and opportunities possessed by Indian medical tourism sector that enable it to overcome domestic and international barriers on upgrading its medical services. Finally, this paper analyses and concludes with suggestions for attracting more foreign tourists for the medical treatment in India.5 6. Pankaj Mochi, Niyat Shetty and Dilip Vahoniya in their study on “Medical Tourism - Destination India” published in year 2013 concludes that In present scenario tourism industry is gaining enormous economic benefits. It is not confined itself only to hotels, restaurants and viewing historical sight scenes, but has touched rural areas, health sector as well. The globalization of the health care sector and the massive demand for low cost-high quality treatment for health in recent times has caught the attention of many developing countries like India that have the adequate resources and potential to meet these demands. The developing concept of Medical tourism in India has gained tremendous popularity and is attracting people from all over the world for their medical and relaxation needs. Now a day people from other countries prefer India for their medical treatment like heart surgery, knee transplant, cosmetic surgery, hip replacement and dental surgery. This study explains why India has emerged as destination for medical tourism. It also explores challenges and competitive advantages and future outlook of medical tourism in India.6



12

7. Rajesh Garg, Department of Community Medicine, VCSGGMS and RI, Srinagar-Garhwal (Uttrakhand), India in their study on “All is not well" with medical tourism published in year 2013 concludes that India is moving not only to western countries but also to the African world for attracting medical tourists. The Indian government is vigorously promoting medical tourism by providing tax concessions. The government is putting red carpets for the foreigners lured by their dollars. Medical tourism is the mockery of that nation (India) that is still having one of the worst health indicators in the world, maximum number of malnourished children and maximum privatized health care delivery system in the world.7

8. Sumanth Gopala Reddy in their study on “Medical Tourism in India: An Exploratory Study” A DISSERTATION submitted in partial fulfillment of the requirements for the degree DOCTOR OF PHILOSOPHY, Department of Geography, College of Arts and Sciences, KANSAS STATE UNIVERSITY, Manhattan, Kansas, 2013 states and conclude that the objective of this research was to answer the questions: 1) how do the attitudes and behaviors of patients towards the concept of medical tourism influence their decision to become a medical tourist; 2) why do medical tourists seek treatment in India; and 3) what are the issues and challenges they face before coming to India as well as while in India. Interviews of thirty-four foreign patients were conducted in six sites spread across the South-Indian cities of Bangalore, Hyderabad, and Chennai which revealed useful information in addressing the research objectives. The three most important reasons that these medical tourists chose India for their treatments were: 1) the high quality of the doctors and medical facilities in India, 2) the affordable cost of treatments, and 3) the availability of specific treatments that might not have been available in their home countries. Patients also researched the topic thoroughly before they came to India. Knowledge was gained primarily from the Internet, print media, television shows and friends. Overall, the patients had very positive attitudes towards medical tourism. Most of them felt that they could get treatment because of their positive opinion on medical tourism, their ability to get treatment if they desired, and support from their families and loved ones.8

OBJECTIVES OF THE STUDY

� To study the foreign patients awareness about the medical tourism in Fortis Hospital.

� To study the foreign patients needs and wants under medical tourism services.

� To study satisfaction level of the foreign patient in the Fortis Hospital.

� Finally to find out the gap under study of medical services and quality in the Fortis Hospital.

NEED AND SCOPE OF THE STUDY

The purpose of this master thesis is to academically contribute to the understanding of the growing phenomenon of medical tourism, which impacts the tourism industry by forming a new type of niche tourism. Medical tourism refers to a practice of participants of mostly higher income countries engaging in medical treatments in developing countries with lower prices. The particular focus is set on exploring the generators of trust, respectively distrust,



13

that influence the patient satisfaction towards undertaking a medical treatment in India. In this paper, we identify the importance of these aspects in the decision-making process of medical travelers. This qualitative study is carried out by conducting qualitative structured interviews with patients and their attendants, whose first-hand experiences and perspectives enrich and complete the theoretical knowledge which is carried out by filling of questionnaire.

RESEARCH METHODOLOGY

Research methodology is the procedure for conducting the research. A lot of attention has to be devoted to the procedure and step of the research of the researcher wishes to have any claims on objectivity or if he wishes to establish a truth and gain wide acceptability.

Research Methodology guiding the present research work has been explained under the following sub head.

• RESEARCH DESIGN The present study is analytical and descriptive as it involves findings about “Medical

Tourism, Global Competition In Healthcare And Satisfaction Level Among Foreign Patients” at Fortis Hospital, Shalimar Bagh, New Delhi. since the purpose of the study is to select variable which would likely to be influential in determining ‘Medical Tourism, global competition in healthcare and satisfaction level among foreign patients” at Fortis Hospital, Shalimar Bagh, New Delhi..So, the research has a ‘Casual Design’ also.

• SAMPLE DESIGN

The researcher has taken 50 samples of respondents which include Foreign Patients or their Attendants which is selected at randomly from Fortis Hospital, Shalimar Bagh, New Delhi.

• DATA COLLECTION METHOD For present study, primary data are collected by personal interviews, observation and

a set of questionnaire which are filled up by Patients or Attendants. A number of questions pertaining to the different aspects of Medical Tourism and Satisfaction level among foreign patients are framed and these questions are in proper sequence. Most of the questions are of rating scale and close ended type and filled by using survey method.


– 6421 (Print), ISSN 0976 – 643X (Online), Volume 5, Issue 1, January

DATA ANALYSIS & INTERPRETATION

TABLE 1: SHOWS PATIENT/ATTENDANT

ADMISSION INFORMATI0N, FORTIS Sr.No.

Statement Excellent

1 The amount of information you received about the hospital before your visit

19

2 Helpfulness of people at the enquiry and registration Department

22

3 Time taken for registration and preparing the admission card

21

4 Waiting time: not having to wait too long when you have arrived before being attended

18

5 Transportation facility provided by the hospital

29

Overall Response

109 (43.6%) (41.6%)

0.00%

20.00%

40.00%

60.00% 43.60%

RESPONSE LEVEL REGARDING ADMISSION

of Marketing and Human Resource Management (IJMHRM), ISSN 0976

643X (Online), Volume 5, Issue 1, January-February (2013)

14

PRETATION

PATIENT/ATTENDANT RESPONSE LEVEL REGARDING ADMISSION INFORMATI0N, FORTIS HOSPITAL, SHALIMAR BAGH, NEW DELHI

Very Good

Good Fair Poor Average StandardDeviation

25

5

1

0

4.2

0.7

22

1

3

2

4.2

1

22

3

3

1

4.2

0.9

24

3

4

1

4.1

1

11

6

3

1

4.3

1

104 (41.6%)

18 (7.2%)

14 (5.6%)

5 (2%)

4.2 0.9

FIGURE 1

43.60%41.60%

7.20%5.60%

2%

RESPONSE LEVEL REGARDING ADMISSION

INFORMATION


February (2013)

REGARDING HOSPITAL, SHALIMAR BAGH, NEW DELHI

Standard Deviation

Coefficient of variation

17%

24%

23%

24%

24%

22%



15

Mean satisfaction of patients/attendants towards the admission information was 4.2+0.9 with coefficient of variation 22% which shows that there is variation in response of patients regarding helpfulness of people at the enquiry and Registration Department, Time taken for registration and preparing the admission card, Waiting time and Transportation facility. Hence there is scope for improvement on the subject of admission procedure in a hospital.

The present study reveals that 43.6% of the respondent/patients rated admission information to be excellent and 41.6% of the respondent/patients rated admission information to be very good and approximately 15 % of the respondent patients answered that there is possibility of improvement in the admission system of hospital.

TABLE 2: SHOWS PATIENT/ATTENDANT INFORMATION LEVEL REGARDING

INFRASTRUCTURE AND FACILITIES, FORTIS HOSPITAL, SHALIMAR BAGH, NEW DELHI

Sr. No.

Statement Excellent Very Good

Good Fair Poor Average Standard Deviation

Coefficient of

variation

1 Accessibility to the hospital

18 21 8 2 1 4.1 0.9 23%

2 Outer ambience of the hospital

22 25 1 2 0 4.3 0.7 17%

3 Availability of proper signpost to guide you through the hospital

17 31 2 0 0 4.3 0.5 13%

4 Waiting room comforts: Comfortable Chairs and pleasant surroundings

16 23 6 5 0 4 0.9 23%

5 Cleanliness toilets. Availability of adequate toilets for Males and females

23 22 3 2 0 4.3 0.8 18%

6 Overall cleanliness of hospital

23 22 4 1 0 4.3 0.7 17%

7 Quality of the pharmacy, explanation of Medicines

27 16 4 3 0 4.3 0.9 20%

8 Prayer room available 22 20 6 2 0 4.2 0.8 19%

9 Location, cleanliness, quality and Variety of food available at Cafeteria

22 21 7 0 0 4.3 0.7 16%

10 Internet, STD, ISD, Bookshop facility available

25 20 2 2 1 4.3. 0.9 21%

11 Guesthouse facility for patient’s relatives

27 18 2 3 0 4.4 0.8 19%

12 Language Translator available

14 27 5 2 2 4 1 24%

13 Reservation, foreign exchange and other facilities

29 16 2 3 0 4.4 0.8 19%

Overall Response

285 43.8%

282 43.3%

52 8%

27 4.1%

4 0.6%

4.3 0.8 19%



The information regarding the infrastructure and facilities of the hospital

accessibility, parking facility, ambience, overall cleanliness of hospital, cafeteria, language translator, quality of pharmacy, availability of prayer room, internet and other facilities. 43.84% respondents rated the facilities excellent, 43.33% rated the facilities as very good, 8% good and 4.15% rated it as fair and only 2% gave the feedback poor.

Mean satisfaction of patients/attendants towards the hospital was 4.3+0.8 with coefficient of variation 19response of patients regarding Accessibility to the hospital, Waiting room comforts, Quality of the pharmacy, explanation of Medicines, Internet, STD, ISD, Bookshop facility available, Language Translator availability. Hence there is scope for improvement on the subject of infrastructure and facilities in a hospital.

TABLE 3: SHOWS PATIENT/ATTENDANT TREATMENT, FORTIS HOSPITAL, SHALIMAR BAGH, NEW DELHI

Sr. No.

Statement Excellent

1 Courtesy of the doctor

22

2 The way doctor examined you

27

3 Was the doctor patient while hearing about your complain

26

4 The way the doctor explained your treatment to you

18

5 Privacy maintained about your diagnosis

31

6 How well the purpose of the medicine was explained to you

19

7 How well possible side effect of the medicine was explained to you

17

0.00%

50.00%

Exellent

43.84%

INFORMATION LEVEL REGARDING INFRASTRUCTURE AND



16

FIGURE 2

The information regarding the infrastructure and facilities of the hospital accessibility, parking facility, ambience, overall cleanliness of hospital, cafeteria, language

quality of pharmacy, availability of prayer room, internet and other 43.84% respondents rated the facilities excellent, 43.33% rated the facilities as very

good, 8% good and 4.15% rated it as fair and only 2% gave the feedback poor. action of patients/attendants towards the infrastructure and facilities of the

0.8 with coefficient of variation 19% which shows that there is variation in response of patients regarding Accessibility to the hospital, Waiting room comforts, Quality of the pharmacy, explanation of Medicines, Internet, STD, ISD, Bookshop facility available,

y. Hence there is scope for improvement on the subject of in a hospital.

PATIENT/ATTENDANT INFORMATION LEVEL REGARDING TREATMENT, FORTIS HOSPITAL, SHALIMAR BAGH, NEW DELHI

Very Good


23 4 1 0 4.3 0.7

17 3 2 1 4.3 0.9

16 4 4 0 4.3 0.9

25 2 5 0 4.1 0.9

10 6 2 1 4.4 1

28 0 1 2 4.2 0.9

31 0 0 2 4.2 0.8

Exellent Very

GoodGood

FairPoor

43.84% 43.33%

8%4.15%

0.60%

INFORMATION LEVEL REGARDING INFRASTRUCTURE AND

FACILITIES


February (2013)

The information regarding the infrastructure and facilities of the hospital – like accessibility, parking facility, ambience, overall cleanliness of hospital, cafeteria, language

quality of pharmacy, availability of prayer room, internet and other 43.84% respondents rated the facilities excellent, 43.33% rated the facilities as very

infrastructure and facilities of the which shows that there is variation in

response of patients regarding Accessibility to the hospital, Waiting room comforts, Quality of the pharmacy, explanation of Medicines, Internet, STD, ISD, Bookshop facility available,

y. Hence there is scope for improvement on the subject of

REGARDING TREATMENT, FORTIS HOSPITAL, SHALIMAR BAGH, NEW DELHI


16%

21%

22%

22%

23%

21%

19%



Sr. No.

Statement Excellent

8 How well is the effectiveness of treatment

21

9 Your confidence in the doctor

26

10 Overall interpersonal skills of the doctor

25

11 Overall clinical skills of the doctor

27

12 Courtesy of the nurse

16

13 Responsiveness of the nurses to your needs

15

14 Length of time nursing staff took to respond to your needs

15

15 Helpfulness of the hospital staff in General

14

16 Opportunity to ask questions about your treatment

13

17 Were you satisfied with the assistant doctors

18

Overall Response

350 (41.11%)

During the course of treatment:

privacy maintained during examination and diagnosis, clinical skills, explanation of the treatment, medicines etc. and (b) Nurse compassion should create great sMean satisfaction of patients/attendants towards the coefficient of variation 21% which shows that there is variation in response of patients regarding helpfulness of patients by the (a) doctor about patients complain, explanation about treatment what to do, privacy maintained about the diagnosis and the effectiveness of treatment, (b) nurse & hospital staff about helpfulness of the hospital staff in general and

0.00%

50.00%

Exellent

41.11%

INFORMATION REGARDING TREATMENT



17

Very Good


19 5 5 0 4.1 1

19 3 2 0 4.4 0.8

29 2 3 0 4.3 0.8

15 5 3 0 4.3 0.9

27 5 3 0 4.1 0.8

25 7 3 0 4 0.8

27 5 3 0 4.1 0.8

24 7 3 2 3.9 1

23 11 1 2 3.9 1

26 4 2 0 4.2 0.8

375 (44.1%)

73 (8.5%)

42 (4.9%)

10 (1.1%)

4.2 0.9

FIGURE 3

During the course of treatment: (a) Doctor – the courtesy, patience while hearing and privacy maintained during examination and diagnosis, clinical skills, explanation of the treatment, medicines etc. and (b) Nurse – courtesy, responsiveness, helpfulness, and compassion should create great sense on the foreign patients and their attendants. Mean satisfaction of patients/attendants towards the course of treatment was 4.2

which shows that there is variation in response of patients patients by the (a) doctor about patients complain, explanation about

treatment what to do, privacy maintained about the diagnosis and the effectiveness of treatment, (b) nurse & hospital staff about helpfulness of the hospital staff in general and

Exellent Very

GoodGood

FairPoor

41.11%44.11%

8.58%4.94%

1.17%

INFORMATION REGARDING TREATMENT


February (2013)


23%

18%

19%

21%

18%

21%

20%

26%

25%

18%

21%

the courtesy, patience while hearing and privacy maintained during examination and diagnosis, clinical skills, explanation of the

courtesy, responsiveness, helpfulness, and ense on the foreign patients and their attendants.

was 4.2+0.9 with which shows that there is variation in response of patients

patients by the (a) doctor about patients complain, explanation about treatment what to do, privacy maintained about the diagnosis and the effectiveness of treatment, (b) nurse & hospital staff about helpfulness of the hospital staff in general and



opportunity to ask questions about your treatment. Hence there is scope for improvement on the subject of course of treatmentThe present study reveals that 41.11% of the respondent/patients rated treatment facilities to be excellent and 44.11% of the respondent/patients rated to be very good and approximately 15 % of the respondent patients answered that there is possibility of improvement in the treatment coordination of hospital.

TABLE 4: SHOWS PATIENT/ATTENDANT HOSPITAL RESPONDED TO PATIENTS NEED

Sr. No.

Statement

1 Did the hospital staff encourage Your feedback?

2 Were aware that you could Formal complaint in the hospital?

3 Did you have a reason to make a complaint during your Treatment period?

4 If yes, were you satisfied with the way your complaint was handled?

Overall Response

Patients/Attendants needs are the fundamental function of a high

Mean satisfaction of patients/attendants towards their needs 0.9+0.3 with coefficient of variation 29patient’s helpfulness regarding satisfaction with the way their complaint was handled. Hence there is scope for improvement on the subject of

The present study reveals that 92.5% of the respondent/patients are beyond doubt satisfied and 7.5% of the respondent/patients stated to be unsatisfied, so there is possibility of enhancement in the way hospital responded to patient’s needs of hospi

100.00%



18

unity to ask questions about your treatment. Hence there is scope for improvement on course of treatment in a hospital.

The present study reveals that 41.11% of the respondent/patients rated treatment facilities to the respondent/patients rated to be very good and approximately

15 % of the respondent patients answered that there is possibility of improvement in the treatment coordination of hospital.

PATIENT/ATTENDANT INFORMATION LEVEL REGARDING ITAL RESPONDED TO PATIENTS NEED, FORTIS HOSPITAL, SHALIMAR

BAGH, NEW DELHI Yes No Average

Mean Standard Deviation

48 2 0.1 0.2

47 3 0.9 0.2

49 1 1 0.1

41 9 0.8 0.4

185 (92.5%)

15 (7.5%)

0.9 0.3

FIGURE 4

Patients/Attendants needs are the fundamental function of a high-quality hospital. Mean satisfaction of patients/attendants towards their needs during the treatment

coefficient of variation 29% which shows that there is variation in response of patient’s helpfulness regarding satisfaction with the way their complaint was handled. Hence there is scope for improvement on the subject of patients/attendants needs in a hos

The present study reveals that 92.5% of the respondent/patients are beyond doubt satisfied and 7.5% of the respondent/patients stated to be unsatisfied, so there is possibility of

way hospital responded to patient’s needs of hospital.

0.00%

100.00%

YESNO

92.50

%

7.50%

HOSPITAL RESPONDED TO YOUR

NEEDS


February (2013)

unity to ask questions about your treatment. Hence there is scope for improvement on

The present study reveals that 41.11% of the respondent/patients rated treatment facilities to the respondent/patients rated to be very good and approximately

15 % of the respondent patients answered that there is possibility of improvement in the

REGARDING , FORTIS HOSPITAL, SHALIMAR


21%

26%

14%

47%

29%

quality hospital. during the treatment was

which shows that there is variation in response of patient’s helpfulness regarding satisfaction with the way their complaint was handled. Hence

patients/attendants needs in a hospital. The present study reveals that 92.5% of the respondent/patients are beyond doubt

satisfied and 7.5% of the respondent/patients stated to be unsatisfied, so there is possibility of



TABLE 5: SHOWS PATIENT/ATTENDANT OVERALL HOSPITAL EXPERIENCE

Sr. No.

Statement Great

1 Thinking about all aspects how satisfied are you?

24

2 How much do you were actually helped by treatment in the hospital?

232

3 If need arises what are the chances you would go back to the hospital:

22

4 What are the chances you will recommended the hospital to family and friends

18

Overall Response 87 (43.5%)

Overall hospital experience:

all the facilities and 15% of the respondent/patients answered that there is possibility of improvement in the overall facilities of hospital.

Mean satisfaction of patients/attendants towhospital was 4.3+0.8 with coefficient of variation 19response of patient’s helpfulness regarding the chances you would come back to the hospital in future, the chances you will recommended the hospital to family and friends.

0.00%

20.00%

40.00%

60.00%

ABOUT OVERALL HOSPITAL EXPERIENCE



19

SHOWS PATIENT/ATTENDANT RESPONSE LEVEL REGARDING HOSPITAL EXPERIENCE, FORTIS HOSPITAL, SHALIMAR BAGH, NEW

DELHI Quite Bit

Little Not At All

Not Sure

Average Mean

StandardDeviation

19 7 0 0 4.3 0.7

19 7 1 0 4.3 0.8

20 7 0 1 4.2 0.8

25 4 2 1 4.3 0.8

83 (41.5%)

25 (12.5%)

3 (1.5%)

2 (1%)

4.3 0.8

FIGURE 5

experience: larger group of the patients 85% was very satisfied with of the respondent/patients answered that there is possibility of

improvement in the overall facilities of hospital. Mean satisfaction of patients/attendants towards their overall experience towards

0.8 with coefficient of variation 19% which shows that there is variation in response of patient’s helpfulness regarding the chances you would come back to the hospital

recommended the hospital to family and friends.

Great Quite

BitLittle

Not At

AllNot

Sure

43.50%41.50%

12.50%

1.50%1%

ABOUT OVERALL HOSPITAL EXPERIENCE


February (2013)

REGARDING , FORTIS HOSPITAL, SHALIMAR BAGH, NEW

Standard Deviation

Coefficient of

variation

0.7 17%

0.8 18%

0.8 20%

0.8 21%

0.8 19%

larger group of the patients 85% was very satisfied with of the respondent/patients answered that there is possibility of

ards their overall experience towards which shows that there is variation in

response of patient’s helpfulness regarding the chances you would come back to the hospital



20

CONCLUSIONS

1. The Admission information desk is at par with the world's best centers having

qualified & experienced staff members with a facility of interpretation for conversation. Approximately all the respondents are personally satisfied with the registration department and a bit of them signify to improve services much then better.

2. Infrastructure & facilities of the hospital has overall scope for up gradation as nothing is perfect in this world. Hospital has to be updated according to patients need time by time.

3. Treatment is the main course in the hospital menu card as it serves to the each & every patient. This study shows that behavior and services rendered by both doctors and nurses was overall satisfactory with having little bit issues about the explanation of the treatment by them to patients which can never be completely overcome.

4. Agencies specializing in international medical travel (known as health travel planners or medical concierge agencies) are a growing part of the medical travel industry and work with hospitals, clinics, physicians, surgeons, airlines, hotels and recovery retreats abroad to offer patients the best quality at the most affordable rates.

5. Medical tourism focuses on treatment of acute illness, elective surgeries such as cardiology, DSA and lasiks, among others.

6. Word-of-mouth is the most common method to be aware of the best hospitals, surgeons and treatments across the country. Now internet is also pacing up its spread as more and more people are becoming comfortable using computers.

SUGGESTIONS

1. The information regarding admission procedure makes the first impression on patients

and their attendants about services to be provided, so admission information should be clear, precise and accommodating. Up gradation and renovation is always a part of every procedure so it is very compulsory to update the hospital according to needs.

2. The information regarding infrastructure and facilities makes the physical environment of a hospital which directly effects on patients and their attendants mind about services to be provided, so it should be always up grade and renovated on time to time according to needs.

3. The information regarding treatment is the key to success for any hospital in the market. As better and on time medical services are the primary task of any hospital. Comprehensively explanation of treatment level should be improved by both doctors and nurses.

4. The information level regarding hospital responded to patients needs convey the patient satisfaction graph of any hospital. As there is little bit unsatisfied patient and it should be improved by doctors, nurses and other staff members.

5. The response level regarding overall hospital experience is not so poor, hence there is little bit scope for improvement on the subject of patients/attendants overall hospital experience.



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REFERENCES

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Management Studies, JIS College of Engineering (Under West Bengal University of Technology), Block ―A’, Kalyani , Nadia -741235 , West Bengal/ZENITH International Journal of Multidisciplinary Research Vol.1 Issue 3, July 2011

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