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Flyover feeds you more Momentum Expected Vs Perceived Hospital Services


  • Shadad Mirza
  • Agency : Hospital Services, Healthcare Market, Patient Satisfaction
  • Objective : A study was carried out to know the healthcare market and patient satisfaction in a tertiary and secondary care hospital
  • Background : With the healthcare market turning from a seller’s market into a buyer’s market, healthcare providers are turning more and more towards marketing of their services. This requires a marketing information system, which provides information that is accurate, timely and need-based. Market research can provide such information to hospital administrators. A relevant tool for hospital administrators today is a patient expectation survey, which reveals what patients actually desire from hospitals.
  • Methodology : Survey, interview and observation methods were used to collect data.
  • Findings : Under this study as one of the quality/medical care attributes 100 % patients in both hospitals expect physicians to listen to their problems and answer their queries, as against 73% & 63% in tertiary and secondary hospital who were listened to respectively and 60% and 52% patients who were answered to respectively in the tertiary and secondary hospital . The implications here was: Potential dissatisfaction causing factor and sensitize doctors about above in both hospitals
  • Recommendations : Here again in both hospitals, expectations were not met and this needs attention. There is need to sensitize doctors about patient expectations, which if heeded to, can improve the situation without any additional input in terms of resources.
A study was carried out to know the healthcare market and patient satisfaction in a tertiary and secondary care hospital