Perception of International Patient regarding-

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Published on March 4, 2014

Author: TIIKMConferences

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PowerPoint Presentation: Hosted by: Conference partners: Perception of International Patient regarding the Choice of Hospital Service A Case Study of Medica Super-specialty Hospital, Kolkata, India Dr. Saroj Upadhyay “Perception of International Patient regarding the Choice of Hospital Service A Case Study of Medica Super-specialty Hospital, Kolkata, India”: “Perception of International Patient regarding the Choice of Hospital Service A Case Study of Medica Super-specialty Hospital, Kolkata, India” Dr. Saroj Upadhyay Soumik Gangopadhyay Faculty Research Scholar NITMAS, WBUT Dept . of Commerce & Mgmt. West Bengal state university, India Indian Healthcare Industry: Indian Healthcare Industry India's health expenditure was about 5.2 per cent of GDP in 2008-09. It is estimated to reach 8 per cent by 2013. Traditionally , the healthcare market has been highly dependent on government delivery mechanism and referrals from localized private practitioners. Since the 1990s, the Indian healthcare services industry has undergone a structural change and is increasingly a mix of public and private sectors. Non-government organizations and civil society have also started playing a greater role. There is a perceptible shift towards corporatization of healthcare delivery. Privately owned corporate hospitals are increasing their presence across the country . Today , over 75 per cent of the human resources and advanced medical technology, 68 per cent of hospitals and 37 per cent of hospital beds in the country are owned by the private sector. PowerPoint Presentation: Private hospitals, private practitioners and local polyclinics have an 80 per cent share in India's total health expenditure. Health tourism is a key growth sector of the Indian healthcare delivery industry. Presently, the market size is pegged at about US$ 600 million. It is projected to reach US$ 1.1 billion in 2013. As referenced by Mogha et al., (2012) from PWC, 60% of all outpatient care and 40% of all inpatient care and 70% of all hospitals and 40% of hospital beds in the country are in the private sector. Driving force – Indian Health Tourism: Driving force – Indian Health Tourism Skilled physicians and specialists, High quality nursing capability Use of modern medical technology, high-quality implants and internationally accepted medical supplies. Strong value proposition on cost, quality of treatment and services. Diverse geography with numerous tourism destinations to suit the patient's schedule and health. No waiting period for international patients for surgical procedures Unavailability of reliable cure or facilities for treatment in home country. Emergence of multi-specialty hospitals in major Indian cities. Favorable exchange rates and cheaper international air-travel. Widespread use of English Interpreter services also available. Use of alternative medicine, wellness and rejuvenation programmes for complete healing. Growing local insurance market and tie-ups with international medical/travel insurance providers. Poor coverage in home country. International banking and widespread use of plastic money. Modern hospital and hotel facilities, good air and surface transport, developed telecommunications network and improving tourism infrastructure. Abundant and easily available information on India and, hospitals and tourism industries. OBJECTIVE OF THE STUDY: OBJECTIVE OF THE STUDY To assess the level of satisfaction of inpatients with regard to various services provided by the hospitals. More clearly, the study looks into the area of customer behavior, attitudes and perceptions of hospital service users; To identify the gap in the service by analyzing the factorial inter-relationship and hence to develop strategies to improve the patient satisfaction level and image of the hospital. What they want ?: What they want ? friendly employees, helpful employees, knowledgeable employees, courteous employees, quick service, service quality, good value, timeliness, clarity, accuracy of billing and competitive pricing Factors influence switching: Factors influence switching pricing, inconvenience core service failure service encounter failure response to service failure Competition ethical problems involuntary switching VOICE OF CUSTOMER: VOICE OF CUSTOMER Medical reliability failure, physical evidence failure, poor information, medical treatment errors, costly services, complaint handling failure HYPOTHESIS: HYPOTHESIS H 1 : Hospital should not impose any hidden cost.  H 2: Prompt service & queuing time in case of admission procedure must be analyzed by a hospital.   H 3 : Infrastructure is a factor for choosing a hospital for treatment. METHODOLOGY: METHODOLOGY 60 international patients of Medica Superspecialty hospital Structured questionnaire (close ended) Jun-Aug’13 Treatment (doctor’s service), care (personnel’s service), quality (convenience and time of service) and cost (monetary costs & non-monetary costs such as searching cost, queuing cost, temporal loss, risk of anxiety, loss of earning time etc.) DATA INTERPRETATION & ANALYSIS: DATA INTERPRETATION & ANALYSIS Hospital should not impose any hidden cost, Prompt service & queuing time in case of admission procedure must be analyzed by a hospital, Infrastructure is a factor for choosing a hospital for treatment. But, Prompt service & queuing time in case of admission procedure must be analyzed by a hospital is showing a negative value which indicates that international patients are not at all concerned about whether hospital authority will study any patient related service or not rather they must provide it without any hindrance. PowerPoint Presentation: hospital providing international healthcare facilities should consider a trust building role in all sense while dealing with the patients approaching their hospital. PowerPoint Presentation: Money invested for treatment should reciprocate to health benefit and Hospital employees are having a crucial role to help the patient and their relative. So, H 1 and H 3 cannot be rejected. But, alternative of hypothesis H 2 can be selected.

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