Authors :
Dr. Shilpa Narayanswamy; Dr. Priyanka Lal
Volume/Issue :
Volume 7 - 2022, Issue 6 - June
Google Scholar :
https://bit.ly/3IIfn9N
Scribd :
https://bit.ly/3IgaGVS
DOI :
https://doi.org/10.5281/zenodo.6800710
Abstract :
The interest for the patients' needs, the quality
of the services offered and the satisfaction level from
healthcare is increasing during the last decade. The
measurement and the evaluation of patient satisfaction is a
milestone for the improvement of the services provided,
given that these results can provide a useful variety of
information and data.
Indian Healthcare industry has become one of the
biggest industries in India, both in regards of overall
revenue and number of employments. Healthcare Industry
consists various medical clinics/hospitals, medical
equipment/devices, medical trials, outsourcing in the
industry, medical tourism, telemedicine, health care
coverage-insurance. The healthcare industry inn India is
developing at a rapid pace because of the increasing
services, benefits provided and expenditure by various
players- private as well as public players, involved in this
industry. In the context of modern medicine, increasing
emphasis is given to the patients’ opinion on matters
associated with the quality of services as well as the
satisfaction level that derives from them. Both the quality
and the satisfaction level measurement concerning the
offered health care services are powerful evaluation tools.
In a healthcare sector, patient satisfaction is an important
measure of healthcare quality as it offers information on
the provider’s success at meeting patient’s expectations
and is a key determinant of patient’s perspective
behavioral intention. This paper aims to assess the degree
of patient satisfaction with reference to some variables
Keywords :
Customer satisfaction; Patient Satisfaction; Healthcare; Hospital;Services; Process improvement.
The interest for the patients' needs, the quality
of the services offered and the satisfaction level from
healthcare is increasing during the last decade. The
measurement and the evaluation of patient satisfaction is a
milestone for the improvement of the services provided,
given that these results can provide a useful variety of
information and data.
Indian Healthcare industry has become one of the
biggest industries in India, both in regards of overall
revenue and number of employments. Healthcare Industry
consists various medical clinics/hospitals, medical
equipment/devices, medical trials, outsourcing in the
industry, medical tourism, telemedicine, health care
coverage-insurance. The healthcare industry inn India is
developing at a rapid pace because of the increasing
services, benefits provided and expenditure by various
players- private as well as public players, involved in this
industry. In the context of modern medicine, increasing
emphasis is given to the patients’ opinion on matters
associated with the quality of services as well as the
satisfaction level that derives from them. Both the quality
and the satisfaction level measurement concerning the
offered health care services are powerful evaluation tools.
In a healthcare sector, patient satisfaction is an important
measure of healthcare quality as it offers information on
the provider’s success at meeting patient’s expectations
and is a key determinant of patient’s perspective
behavioral intention. This paper aims to assess the degree
of patient satisfaction with reference to some variables
Keywords :
Customer satisfaction; Patient Satisfaction; Healthcare; Hospital;Services; Process improvement.