RESEARCH PROJECT REPORT

on

“To Study the Perception and Attitude of People Towards

Public and Private Healthcare Facilities in Chandigarh”

Submitted to

Panjab University
Chandigarh

In partial fulfilment of the requirements for the award of the degree of

Master of Business Administration

2020-22

Submitted to: Submitted by:

 Declaration from the Candidate

I, …………………………………, student of MBA (……………………………….)

Roll No. ………………. do hereby certify that the Project work titled………………………
……………………………………………….………………………………………………….
is a bonafide work carried out by me.

Signature of the Candidate: ______________________

Name: _____________________
Roll No.____________________

DATE: _____________

PLACE: ____________
 Certificate from the Guide

This is to certify that the project work titled ………………………………………..…...

………………………………………………………………………………………………. is
a bonafide work carried out by ………………………………………………………..
………………………………………………………………………………………………..
……………………………………….. Roll No. …………………………………………… a
candidate for the MBA……………………………………………. examination of the
University Name under my guidance and direction.

SIGNATURE OF GUIDE:

NAME:
DESIGNATION:
NAME OF THE ORGANIZATION:
ADDRESS:

DATE:

PLACE:
 Preface

First of all, the researcher would like to give a really great thankful to (Guide Name) who
has given me the opportunity to design the research.
We present this research paper as a guideline to help the researchers and graduate students, in
the finance to write research papers. This guideline provides advice on how to develop and
organize a research paper. Also it is intended to help students realize that vigorous writing in
concise, a sentence should contain no unnecessary word, a paragraph no unnecessary
sentence, for the same reason that a drawing or chart should have no unnecessary lines, and a
graph no unnecessary representations.
From our view as researchers in finance field, this paper emerges like a song that must reach
the mind and touch the strings of the heart before it can be felt and heard.
However, writing a research paper has its own mechanisms and guidelines unlike writing a
novel or short story, story where you leave your hint of imagination.
Finally, I hope that by knowing the perception and attitude of people, this research
paper will help the responsible authorities to improve the healthcare services provided
to the public.
 Acknowledgement

I would like to express my special thanks of gratitude to (Guide Name) who gave me the
opportunity to do this wonderful project on the topic “To Study the Perception and
Attitude of People Towards Public and Private Healthcare Facilities in Chandigarh”.

This project report could not have been completed without the guidance & support of Guide
Name (Project Mentor)

Once again, I express my gratitude to the people for their kind Co-operation in completing
the survey without which this research could not have been completed.

Signature of the Student

Student Name
 ABSTRACT

Health care can be provided through public and private service providers. Public health care
is usually provided by the government through its healthcare systems which includes public
hospitals and polyclinics. Private health care can be provided through private hospitals who
work for profit and self-employed doctors or private practitioners.
The presents study examines the service quality, customer satisfaction in public and private
hospitals in Chandigarh state. The present study focused on service provided in government
and private hospitals.
The study sample consists of 101 respondents who have been treated or visited these
hospitals as an attendant.
It was found there are infrastructure gaps in public healthcare system which needs to be
filled. Demand for treatments in public hospitals is more than they can provide. Many a
times, patients keep waiting to get their treatment done in these public healthcare units. Even
for OPD treatment, patients has to wait too long for their turn to get the basic healthcare
treatment.
Public and private healthcare both have their own advantages and disadvantages related to
cost, cleanliness, admission process, room availability, treatment standards, medicines,
post-treatments follow-ups, etc.
It was found that people have a good perception towards private healthcare. People prefer to
get private healthcare facility if they can afford it. As the private healthcare is expensive,
generally, people who can’t afford or reluctant to spend huge amounts to get private
treatments, prefer public healthcare treatments.
Chandigarh region has 1 doctor for every 492 and 1 bed for every 299 people (data by health
department) living there which is quite impressive if compared to the recommendation by
WHO of 1 doctor for every 1000 people. High Out of pocket expenses is a big problem in
Chandigarh in case of treatments in Private hospitals especially in case of those who don’t
have any Health Insurance with them.
As a part of preventive healthcare, there is increased focus on reducing pollution, reducing
use of plastic etc. Focus on renewable energy has been increased.
In the result, we found there are differences in service quality between public and private
hospitals in Chandigarh region. Differences were also found in public perception and attitude
towards these hospitals. Post-covid, there is a drastic increase spending towards public
healthcare to improve the infrastructure but still a lot needs to be done especially in Public
healthcare units.
 CONTENTS

S.NO. TOPIC PAGE NO.

CHAPTER-I INTRODUCTION

CHAPTER-II INDUSTRY PROFILE

CHAPTER-III RESEARCH METHODOLOGY

3.1 OBJECTIVES OF THE STUDY

3.2 HYPOTHESIS OF THE STUDY

3.3 SCOPE OF THE STUDY

3.4 MEANING OF RESEARCH METHOLOGY

3.5 NATURE OF THE STUDY

3.6 METHOD OF DATA COLLECTION

3.7 SAMPLING PROCEDURE AND DESIGN

CHAPTER-IV REVIEW OF LITERATURE

CHAPTER-V DATA ANALYSIS AND INTERPRETATION

CHAPTER-VI FINDINGS AND RESULTS

CHAPTER-VII RECOMMENDATIONS AND SUGGESTIONS

CHAPTER-VIII CONCLUSION

CHAPTER-IX LIMITATIONS OF THE STUDY

CHAPTER-X BIBLIOGRAPHY

APPENDIX
 CHAPTER-I: INTRODUCTION

Public Hospital
A public hospital or government hospital, is a hospital which is a government owned and is
fully funded by the government and operates solely off the money that is collected from
taxpayers to fund healthcare initiatives. In some countries, this type of hospital provides
medical care free of charge to patients, covering expenses and wages by government
reimbursement. The level of government owning the hospital may be local, municipal, state,
regional, or national, and eligibility for service, not just for emergencies, may be available to
non-citizen residents.

Public healthcare is free for those below the poverty line. The public health sector
encompasses 18% of total outpatient care and 44% of total inpatient care. Middle and
upper-class individuals tend to use public healthcare less than those with a lower standard of
living. Additionally, females and elderly use public services more. The public health care
system was originally developed in order to provide a means to healthcare access regardless
of socioeconomic status. However, reliance on public and private healthcare sectors varies
significantly between states. Several reasons are cited for relying on the private rather than
public sector; the main reason at the national level is poor quality of care in the public sector,
with more than 57% of households pointing to this as the reason for a preference for private
health care. Most of the public healthcare caters to the rural areas; and the poor quality arises
from the reluctance of experienced healthcare providers to visit the rural areas. Consequently,
the majority of the public healthcare system catering to the rural and remote areas relies on
inexperienced and unmotivated interns who are mandated to spend time in public healthcare
clinics as part of their curricular requirement. Other major reasons are distance of the public
sector facility, long wait times, and inconvenient hours of operation.

Different factors related to public healthcare are divided between the state and national
government systems in terms of making decisions, as the national government addresses
broadly applicable healthcare issues such as overall family welfare and prevention of major
diseases, while the state governments handle aspects such as local hospitals, public health,
promotion and sanitation, which differ from state to state based on the particular communities
involved. Interaction between the state and national governments does occur for healthcare
issues that require larger scale resources or present a concern to the country as a whole.

National Health Assurance Mission, which would provide all citizens with free drugs,
diagnostic treatments, and insurance for serious ailments. In 2015, implementation of a
universal health care system was delayed due to budgetary concerns.
Considering the goal of obtaining universal health care, scholars request policy makers to
acknowledge the form of healthcare the many are using. Scholars state that the government
has a responsibility to provide health services that are affordable, adequate, new and
acceptable for its citizens. Public healthcare is very necessary, especially when considering
the costs incurred with private services. Many citizens rely on subsidized healthcare. The
national budget, scholars argue, must allocate money to the public health sector to ensure the
poor are not left with the stress of meeting private sector payments.

Private Hospital
A private hospital is a hospital not owned by the government, including for-profits
and non-profits. Funding is by patients themselves, by insurers, or by foreign embassies.
Private hospitals are commonly part, albeit in varying degrees, of the majority of healthcare
systems around the world.

With the help of numerous government subsidies in the 1980s, private health providers
entered the market. In the 1990s, the expansion of the market gave further impetus to the
development of the private health sector in India. After 2005, most of the healthcare capacity
added has been in the private sector, or in partnership with the private sector. The private
sector consists of 58% of the hospitals in the country, 29% of beds in hospitals, and 81% of
doctors.

According to National Family Health Survey-3, the private medical sector remains the
primary source of health care for 70% of households in urban areas and 63% of households in
rural areas. The study conducted by IMS Institute for Healthcare Informatics in 2013, across
12 states in over 14,000 households indicated a steady increase in the usage of private
healthcare facilities over the last 25 years for both Out Patient and In Patient services, across
rural and urban areas. In terms of healthcare quality in the private sector, a 2012 study by-
Sanjay Basu, published in ‘PLOS Medicine’, indicated that health care providers in the
private sector were more likely to spend a longer duration with their patients and conduct
physical exams as a part of the visit compared to those working in public healthcare.

However, the high out of pocket cost from the private healthcare sector has led many
households to incur Catastrophic Health Expenditure (CHE), which can be defined as health
expenditure that threatens a household's capacity to maintain a basic standard of living. Costs
of the private sector are only increasing. One study found that over 35% of poor Indian
households incur CHE and this reflects the detrimental state in which Indian health care
system is at the moment. With government expenditure on health as a percentage of GDP
falling over the years and the rise of private health care sector, the poor are left with fewer
options than before to access health care services. Private insurance is available in India, as
are various through government-sponsored health insurance schemes. According to the World
Bank, about 25% of India's population had some form of health insurance in 2010. 2014
Indian government study found this to be an over-estimate, and claimed that only about 17%
of India's population was insured. Private healthcare providers in India typically offer high
quality treatment at unreasonable costs as there is no regulatory authority or statutory neutral
body to check for medical malpractices. In Rajasthan, 40% of practitioners did not have a
medical degree and 20% have not complete a secondary education.

Difference Between a Public and Private Hospital

A hospital can be a public or private institution, depending on how it is governed. If you
would like to work in a healthcare setting and you are trying to differentiate between each of
the hospitals that you can apply to, it is important to learn how care standards and settings can
vary based on how the facility is managed and how it is controlled. Once you are able to
identify the pros and cons of working in each of the hospitals, you will be equipped to decide
if you want to be employed by a body controlled privately or publicly.

Advantages of Private Hospitals

According to a comparative study between public and private healthcare facilities, many
people preferred private hospitals because of the quality of care. There are many Advantages
of Private hospitals. You can your doctor and hospital, for more personal attention from staff
members, and services being higher than in public hospitals. If you have been considering
receiving treatment for your patients lately, here are some of the reasons you should look for
private care:

1. Quiet Rooms
Private care means you'll have a separate space of your own with the least disturbances.
Private healthcare facilities have separate nursing statins and attending staff to tend to your
needs instantly. The Biggest Advantages of Private Hospitals are you will get Quiet rooms;
it's like having your suite where you can relax if needed or even rest without worrying that
other patients will keep waking you up due to the rush.

2. Less Crowds
Often, in public hospitals, the waiting time is long; if you have a scheduled surgery or an
emergency with your child, it's better to be rushed into a private hospital where there isn't
much crowd. Things are much more comfortable for both patients and relatives in public
hospitals. Sometimes it takes too long before one can get treatment in public hospitals
because of this over-crowdedness. That's why most people prefer going to private hospitals
these days.

3. Faster Care is one of the notable advantages of private hospitals

One of the many benefits of Private Hospitals is Faster Care. When you are in an emergency,
quick access to medical staff can be the difference between life and death. Because Private
Hospitals have better resources at their fingertips to treat people with emergencies, they can
often provide a greater speed of service than public hospitals.

4. Better Food and Beverages

A common misconception about Private Hospitals is that the food and beverages are not as
good. This is not always true, as many private medical facilities offer a wider range of
delicious and well-prepared dishes and drinks for the outpatients and admitted ones. It is
easier to visit cafeterias in private hospitals since the patient does not need to worry about
waiting for long periods or getting sick from eating or drinking at a restaurant outside the
hospital.

5. Professional Staff
Private Hospitals are equipped with the latest technology and medical devices with experts
behind their controlling end. One of the main advantages of Private Hospitals includes the
experienced professional staff available in these facilities. No private medical institution will
like to taint its reputation by hiring inexperienced or unskilled practitioners. As a result, they
offer benefits that other types of the hospital may not offer. For example, they often offer
nurses educated in skills outside of their general nursing duties. This allows for greater
specialization in recovery time, where recovery might be more challenging than other areas.

What are the Disadvantages of Private Hospitals?

Even though private hospitals offer much more than public healthcare facilities, there are
problems you may have to deal with. Some disadvantages of private hospitals include the
cost of treatment, unavailability of expert staff, and many other factors. Most times, it's the
patient who has to face a handful of problems, some of which are listed below:
1. Cost
Higher cost for treatment is one of the considerable disadvantages of private hospitals in the
US. Private hospital care is more expensive than public hospital care. Healthcare cost was
also the major concern among people during the mid-term elections. Since private hospitals
are profit-driven, it's usual to see the mounting figures on your treatment bills while
discharging your patient from a private hospital. Private hospitals are often accused of
abusing billing practices.

2. Affordability is one of the concerning disadvantages of private hospitals

Affordability comes to the debate as private hospitals are the place where only economically
stable people head to. People living on wages or minimum salary cannot seem to afford the
healthcare facilities provided by the private hospitals. The private healthcare services are
apparently only available to people who can afford them. For people living with low-income
jobs or no job at all, it's difficult to afford medical expenses even if they wanted to seek
treatment at a private hospital. As a study reveals, if you can pay handsome money, you’ll get
better care.

3. Long Wait
The other disadvantages are the long wait times at private hospitals. Even though you have
paid money to be seen first and get priority care, there still aren't enough staff members
working to ensure all patients are being taken care of as fast as possible. Sometimes people
who should've been rushed into an emergency room right away ended up wasting hours upon
hours so that they could receive basic healthcare services such as constant observation from
nurses and doctors.

4. Safety Concerns
Another disadvantage of private hospitals is that people may not take their health as seriously
because they know that they have a private hospital to fall back on. This may lead to people
being less careful with their hygiene, leading to infections being spread more easily out in the
community.

5. Less availability
As per the annual survey report from the American Hospital Association 2014, there were
5,686 hospitals, out of which 2,904 are public, while 1,060 are privately owned. This means,
even if the care is affordable to many, the number of private institutions is still not enough.
One common issue is the limited availability of physicians in private hospitals. In some cases,
these people will wait for an extended period before they receive care. In other cases, it can
be difficult to obtain a referral from a physician to get treatment from specialists without
going through a consultation fee.

Conclusion on Pros and Cons of Private Hospitals

In an emergency, you generally don't have the time to consider the pros and cons of private
hospitals. However, if you have time to consider the alternatives, make sure to compare costs
with outcomes. In certain situations, private health care centres provide high-quality,
individualized treatment; nevertheless, outcomes may not always be better in each case.
Depending on how serious your well-being condition is, you can determine whether the
expenditures are within your budget or not.

Advantages of Public Hospitals

 1. Affordable- Low cost or free of cost treatment is provided to patients in the
government hospitals which a private hospital can never provide.

2. Accommodation- government hospitals can accommodate large number of patients at

a time due to their size and scale. Private hospitals cannot be found easily of such a
large size and scale.

3. Medicines and Diagnostic tests- Low cost or free of cost medicines are available for
general public in the government hospitals.

4. Qualified doctors- Well qualified doctors can be found in the government hospitals
who have the potential to provide great care and treatment to their patients. These
doctors generally do not prescribe unnecessary medicines and diagnostic tests to their
patients. Therefore, the patience can get cheap and best services

Disadvantages of Public Hospitals

1. Infrastructure- Good quality machines for OPD and OT are generally not available.
Long approvals from seniors and colleagues before purchasing any new machine and
purchase the best machine. In government set up, even basic machines required for
OPD are not available. Machines purchased by government are either of very poor
quality or are purchased at a very high cost.

2. Lack of staff- I need two Nurses to assist me in OT but I have 4 nurses and I always
keep extra staff with me but in government set up, there is not even a single OT
assistant. She can't operate because of lack of trained staff. A single nurse handles OT
of three doctors and she does not want to learn or getting involved with fourth OT.

3. Unavailability of Medicines- In government set up, Dr. is often forced to write

medicines available in pharmacy of government hospital, in pharmacy only limited
medicines are available, so even if a patient has allergy, doctor sometimes is forced to
prescribe antibiotic instead of antiallergic. Because antibiotic is available in pharmacy
and doctor can't write medicine that is not available in Pharmacy. If a doctor write
medicines that are not available in pharmacy then doctor is accused of being agent of
pharma companies.

4. Doctor Availability- In government set up, doctor has to do post mortem duties, night
duties, emergency duties, VIP duties, attend periodic meetings with bureaucrats and
list is long. These duties make a doctor unavailable to patients on majority of patient
visits.
 CHAPTER-II: INDUSTRY PROFILE

Characteristics & Operations of a Public Hospital

Any hospital that is said to be governed publicly is fully funded by the government and
operates solely off of money that is collected from taxpayers to fund healthcare initiatives.
Since the equipment, salaries, construction of new facilities, and prescriptions is paid for
from a budget set by the local government, administrators will stay on top of spending and
offer a limited set of services. Since costs tend to be lower in publicly operated hospitals, it is
the best option for those who have restrictive insurance or who are not wealthy and able to
pay for their healthcare out of pocket.
Chandigarh provides one of the best healthcare options in North India. People from different
states visit here to get treatment for their health conditions. You would, find some of the best
doctors from all disciplines practicing in these hospitals.

Top Government Hospitals in Chandigarh

Post Graduate Institute of Medical Education and Research (PGIMER)

Post Graduate Institute of Medical Education and Research in Chandigarh, India. The
Institute provides medical research, education, and training facilities for its students. The
hospital provides medical care to their patients. This institute was inaugurated in 1962 by late
Pt Jawaharlal Nehru.
Address: Kairon Block, Sector 12, Chandigarh, 160012
Phone: 0172 275 6565
Government Medical College and Hospital (GMCH)
This medical institute was established in 1991. This institute is ranked among top 25 medical
colleges in the country. This Institute provides postgraduate courses in Dermatology,
Anatomy, Paediatrics, Gynaecology, Psychiatry, Orthopaedics and more. It also provides 24
hours emergency service and a good care at very low cost is one of the best hospital
providing world-class amenities.
Address: 32B, Sector 32, Chandigarh, 160030
Phone: 0172 266 3301

Government Multi Specialty Hospital

It is the oldest hospital in Chandigarh. It is located in sector 16 near the rose garden. It has a
team of well doctors and surgeons. It provides 24-hour medical service to patients.
Address: Sector 16, Chandigarh, 160015
Phone: 0172 278 2457
Characteristics & Operations of a Private Hospital
Privately owned hospitals are funded and operated by the owner which is typically a group or
an individual person. The owner of the facility will be in charge of setting the budget,
managing finances, and ensuring compliance with strict municipal code, state law and federal
regulations. The owner will also recruit staff, draft contracts with doctors, purchase the
equipment, invest in maintenance, and control the services provided.
Private hospitals tend to be the preferred choice because they are not as limited in their
budget and are known for quality service in which patients receive individual care and
attention. Patients also do not have to spend long periods waiting to be seen because the
number of patients per doctor is low. The cost of services in these settings tends to be much
higher and attracts more a more affluent set of patients.

Top Private Hospitals in Chandigarh

Mukat Hospital, Chandigarh

Mukat Hospital offers multi healthcare services and emergency facilities. The Mukat Hospital
in Chandigarh is one of the most reputed private hospitals. Integrated with well experienced
staff and world class medical equipment the hospital is committed to impart proper care and
attention for its patients. Mukat Hospital is also famous for its Heart Institute. Being a
multi-specialty sanatorium, Mukat hospital offers facilities like Cardiology, Orthopedics,
Valve Replacement, Cosmetic Surgery, Neurosurgery, Dialysis etc. Rooms of the hospital are
very hygienic and comfortable and the nursing staff is always ready to serve for the patients
needs at all times.
Address: Mukat Hospital & Heart Institute, S.C.O 47-49, Dakshin Marg, Sector 34A,
Chandigarh, 160022
24×7 Emergency No.: 0172-4344444

Max Super-Speciality Hospital

One of the best and most reputed private hospitals of India that has recently established one
of its branch in Mohali making the chain of procurable medical facility and healthcare
services of the Tri-city much more prestigious. The Max Hospital at Mohali offers best
treatments in Cancer, Cardiology, Dentistry, ENT, Gastroenterology, Eye Care, Bone Marrow
transplant, Urology, Neurology and Reconstructive surgery. Equipped with highly qualified
and well experienced staff and state of the art medical facilities Max Hospital can be the best
place for you to get best of the best treatment. Another good feature is that they also have
stairlifts for mobility.

Address: Near Civil Hospital, Phase-VI, Sector 56A, Sahibzada Ajit Singh Nagar, Punjab
160055
Emergency No.: 0172 665 2000
Apollo Hospital (Multi-Specialty Clinic)
This Apollo Hospital not designated as a hospital but a clinic with best multi-specialty
services the Apollo Clinic based in Chandigarh. The Apollo Clinic is a subsidiary of Apollo
Health and Lifestyle Ltd. under whom the chain of Apollo Hospitals is established. Just like
Apollo Hospitals the Apollo Clinic offers best medical treatments in various departments like
Cardiology, Nephrology, Gynaecology, Orthopaedics, Psychiatry, Dermatology, ENT,
Diagnostics. The clinic also offers various health check-up’s for heart, lungs, children, teens,
full body women of different age groups etc.

Address: Apollo Clinic, SCO 170-171, Sector, Madhya Marg, 9C, Sector 9, Chandigarh,
160017
Contact: 1860 500 7788
Fortis Hospital
Yet again one of the most well renowned private hospitals of Chandigarh located in Mohali
the Fortis Hospital offering multi-dimensional medical services under one roof. With highly
qualified team of doctors having intense experience in their respective field of expertise and
state of the art medical facilities the Fortis Hospital gives the best medical treatment that
every patient deserves. Some of the services that the hospital provides are in the departments
of Urology, Nephrology, Cardiology, Neurology, Orthopedics, Gynecology, Dentistry.

Address: Fortis Hospital, Sector 62, Phase – VIII, Sahibzada Ajit Singh Nagar, Mohali,
Punjab 160062
Emergency No.: 0172-4692200
 CHAPTER-III: RESEARCH METHODOLOGY

3.1 Objectives of the Study

1. To evaluate the basic facilities services provided by these hospitals.

2. To analyze the awareness level and overall response of people (respondents)
regarding health care
3. To examine the challenges faced by Public and Private hospitals
4. To suggest measures for the development or improvement of Hospitals in Chandigarh

3.2 Hypothesis of the Study

1. There is no significant difference between the Satisfaction levels of Health care

services provided by both the Public and Private Hospitals
2. There is no major improvement required by both public and private healthcare
facilities in Chandigarh.

3.3 Scope of the Study

1. Public perception and attitude towards healthcare services provided by public and
private healthcare units is an important aspect for the people looking to get treatment
in these hospitals in future.
2. It is an interesting and significant area to conduct research
3. This report is useful for the management of the hospitals and responsible authorities
to know the perception and attitude of people.
4. This report could be useful for the management of hospitals and Chandigarh
Administration to improve the infrastructure and other amenities in the healthcare
sector in Chandigarh region.
5. This report maybe useful for the students of management for reading and maybe
useful in preparing the report regarding comparison between public and private
hospitals and to know the perception and attitude of people towards hospitals in
Chandigarh.
3.4 Meaning of Research Methodology

Research methodology is the specific procedures or techniques used to identify, select,

process, and analyze information about a topic. In a research paper, the methodology section
allows the reader to critically evaluate a study's overall validity and reliability. Research
methodology is a systematic way to solve a problem. It is a science of studying how research
is to be carried out.

Research methodology used for this analysis is convenience sampling method. A

convenience sample is a type of non-probability sampling method where the sample is taken
from a group of people easy to contact or to reach. The data collected was Primary Data by
myself and some of the data used was secondary data from various credential websites.

3.5 Nature of the Study

Being exploratory research, it is based on primary and secondary data. Primary data includes
direct questionnaire randomly. On the other side, secondary data was taken from journals,
articles, newspapers, magazines, web browsing etc.

Considering the objectives of the study, descriptive type research design is adopted to have
more accuracy and rigorous analysis of research study. The accessible secondary data is
intensively used for research study.

3.6 Method of Data Collection

To determine the appropriate data for research, mainly two kinds of data was collected
namely primary and secondary data as explained below:

● Primary Data

Primary data are those, which were collected afresh and for the first time and thus happen to
be original in character. The primary data has been collected through the Questionnaire. The
Questionnaire has been properly prepared in order to cover all the Information required for
the study. The primary data has been obtained by interaction with the officials and staff in the
division in the organization and also obtained through the Questionnaire distributed to the
persons in different departments in that particular division.

● Secondary Data

The secondary data has been collected through by the Brand websites, journals, newspaper
articles etc. Some other data was also collected from the earlier researches and published
books.

3.7 Sampling Procedure & Design

Here the researcher follows the simple random sampling for conducting survey and in detail
sampling procedure is convenience sampling. This procedure is adopted based on the
convenience of the researcher time and money constraints. Respondents were the people who
used the facilities provided in these public and private hospitals or the attendants who visited
these hospitals to meet their known ones and analysed the facilities provided in these
hospitals.

101 people (samples) were selected to conduct research who answered a structured
questionnaire.
 CHAPTER-IV: REVIEW OF LITERATURE

Feras Alkaa (2011)- he conducted a research to study the healthcare units and study the
quality of patient satisfaction and patient trust. It also aims to test the socio demographic
variables in determining healthcare quality. On the other hand, the study indicated better
quality in private hospitals compared to public hospitals.

Cronin & Taylor (1992) Connor (1994)- in healthcare units, the patients satisfaction level is
considered to be the major indicator in order to assess the service quality of a healthcare
organization.

Gilbert (1992)- customer satisfaction is the major device for critical decision making in
selecting a healthcare services the quality of services delivered to the customers should meet
their perceptions.

Rajendran (2010)- he identified that the patients and attendants treat the interpersonal aspect
of care as the most important one, as they cannot fully evaluate the technical quality of
healthcare services. The study also revealed that the hospital service providers have to
understand the needs of both patients and attendants in order to gather a holistic view of their
services.

Sharmila (2013)- her study indicates that service quality in private hospitals is meeting
patients satisfactions and private hospitals are delivering better healthcare services in
comparison to government hospitals. The result can be used by the hospitals to reengineer
and redesign creatively their quality management processes and the future direction of their
more effective healthcare quality strategies.

Nandaraj and Manjunath (2007)- as per their study to improve the quality services of the
hospitals, the accreditation certification process is must and it provides international
recognition and guaranteed quality to healthcare units apart from this it not only give care and
protection to the patients but also improve quality and attract the new markets.

Radha (2018)- in their article titled “Patient’s perception towards the private hospitals in
Chandigarh deals with the customer perception towards the private hospitals. The survey was
done by using a structured questionnaire for a sample size of 200 outpatients, out of which
105 are male and 95 are female patients. The researcher mainly focused on customer’s
perception about private hospitals and analysed the consumer level of awareness and
problems about private hospitals. This study concludes that people generally prefer private
hospitals by considering the factors such as timeliness, infrastructure, before and after time
services, extra care, advance techniques etc. Hospitals industry today plays a big role in
making the welfare of the public. Doctors come second after the God. So both organization
should take care of their social responsibility towards the society first and profit afterward.

Sambasivan and Vennilashree (2018)- in their article titled “A Study of Patient Perceptions
of Service Quality and satisfaction in Health Care and Hospital Services in Chandigarh City”
conducted a study to assess the satisfaction of patients who have utilized the health services
provided by private hospitals and to identify factors related to patient satisfaction. To
accomplish this research, primary data were collected by the authors from different
respondents of various private hospitals in Chandigarh city with assistance from employees
of those hospitals through 756 questionnaires. The collected data are verified for the
reliability using the tool Cronbach’s Alpha coefficient. The study concludes that the private
hospitals play an important role in health care system and role in the healthcare delivery
system of India. Through a wide network of healthcare facilities, this sector satisfied the
needs of both rural and urban population and has been expanding widely to meet the
ever-increasing demands of the customers. The quality of services is decided by the facilities
available in the hospitals.

Chandrakanth Singh (2018)- in their article titled “Customer Perception towards Private
Hospital in Punjab” examines the patient’s perception towards the private hospitals. This
study explores the treatment quality, staff performance, and service quality of the hospitals to
find out the suitable strategies for increasing the patients satisfaction in private hospital. This
article highlights that the private nursing homes must have the kind and committed
professionals. More importantly there should be nurses and paramedical staff who are able to
provide tender loving care unlike many developed countries. It has been proven that a
well-treated patient in both ways medically and behaviorally, recovers much faster.

Ranjith Kumar and Jasmin (2018)- in their article titled “An Analysis on Service Quality
of Government and Private Hospitals in Punjab & Haryana” aimed at to analyses the quality
of Government hospitals and private hospital in the states through empirical approach.
Patient’s satisfaction is very important towards the health care services. The study concludes
that the Government hospitals need to be maintained properly and services equals to private
hospitals it should also be followed provided in all the Government hospitals in developing
urban areas. It also demands that the Government should increase the funds for further
medical development in Punjab & Haryana.

Rekha and Sharma (2017)- in their article titled “A Comparative Study of Patients
Satisfaction Level in Government and Private Hospitals of Mohali” aimed at to explore the
patient’s satisfaction level on the treatment of both the private and Government hospitals. The
patients expressed the lack of coordination among different departments in Government
hospitals. Patients from private hospital were not happy with fee structure, built-in hospital
medical store and canteen expenses. But the maximum number of patients of private hospitals
were found satisfied with the quality of service and hygiene environment. The study
concludes that the management of Government hospitals should be assigned to the
administrative professionals without any political or bureaucratic interference and to maintain
the quality standards of healthcare units. The accreditation certification process should be
encouraged in private as well as Government hospitals.

Kaushal (2016)- he did a study to measure the perception of patients towards the offered
service quality of public hospitals in Eastern Punjab, India which revealed that the patients
were somehow satisfied with them. The tangibility, reliability, easier formalities, and personal
& impartial attention are the key affecting parameters of generating satisfaction.
Jain (2015)- he did a study on patient satisfaction in zonal public hospital of Chandigarh,
India and found that comparatively the aged as well as the female patients were more
satisfied in comparison to others while availing various services of the hospitals.

Thangaraj (2016)- he studied about the health care quality and the related perception of
patients at the private hospitals in the Chandigarh city in India, where he revealed that
comparatively the people gave positive feedbacks about the private health care initiatives and
the service quality dimensions had significant and optimistic impacts on the perceptions
towards the hospitals. The study also found that the technology and infrastructure could be a
game changer for hospitals.

Zarger (2016)- he did a research in the state of Punjab, India on assessment of service
quality dimensions and proposed for a balancing strategy between skilled staffs and cost of
treatment in the healthcare sector. In that research they identified the factors of affordability
and quality of staffs to be the most important parameters of service quality.

Dheepa (2015)- she tried to map the patient’s satisfaction towards the quality of services
offered by the Government controlled hospitals in Western districts of Chandigarh, India and
revealed that though the performance of the public hospitals were somewhat satisfactory, but
still, there existed a huge window of opportunities which if catered well can create immense
opportunity and increase satisfaction levels of the patients northwards.

Ajarmah (2015)- he did a comparative study between the service quality offered by the
accredited and non-accredited hospitals in Chandigarh and revealed that the accredited
hospitals enjoyed a favorable image than the non-accredited hospitals majorly in terms of
tangibility, followed by others like empathy, responsiveness, assurance, and reliability etc.
But on an overall manner both the hospital types were providing acceptable levels of quality.

Shafiq (2017)- he assessed the prevailing service quality in 9 nos. of hospitals across Punjab
and Chandigarh by using the famous service quality scale and found significant gaps between
the expectations and perception levels of the customers. They also stated the validation of all
the 5 variables of the service quality scale applicable there.
 CHAPTER-V: DATA ANALYSIS AND INTERPRETATION

Data Analysis and it’s Requirement

Data analysis is a process of inspecting, cleansing, transforming, and modelling data with the
goal of discovering useful information, informing conclusions, and supporting
decision-making. Data analysis has multiple facets and approaches, encompassing diverse
techniques under a variety of names, and is used in different business, science, and social
science domains. In today's business world, data analysis plays a role in making decisions
more scientific and helping businesses operate more effectively.

Q1. I visited a ______ healthcare facility

OPTIONS PERCENTAGES
Public 82%
Private 18%

Interpretation- Majority of respondents visited Private hospital or healthcare facility.

Percentage of people who visited private hospitals is 82% and people who visited public
hospital are 18%.

Q2. Reason to visit the hospital

OPTIONS PERCENTAGES
Admission 33%
Emergency 43%
Attendant (To meet a Patient) 24%
Interpretation - Most of respondents visited hospital to get admitted in general condition or
in emergency. Percentage of people who visited hospital in emergency are 43%, 33% visited
for admission in general conditions and 24% of respondents visited hospital to see any of
their known ones as an Attendant.

Q3. During the visit to hospital for Consultation with Doctor, the level of satisfaction with
the process of booking an appointment with the doctor:
OPTIONS PERCENTAGE
Highly Satisfied 28%
Satisfied 50%
Neutral 16%
Dissatisfied 5%
Highly Dissatisfied 1%
Interpretation – Majority of the respondents were satisfied with their visit to doctor for
consultation and with the process of booking the appointment. Percentage of people who
were Highly satisfied were 28%, Satisfied were 50%, Neutral were 16%, Dissatisfied were
5% and Highly Dissatisfied were only 1%.

Q4. During the admission to hospital for treatment, admission was quick and easy:
OPTIONS PERCENTAGES
Yes 61%
No 39%

Interpretation – Majority of respondents agreed that their admission in the hospital was
quick and easy. Percentage of respondents who were agreed with quick and easiness of
admission to hospital were 61% and respondents who think admission was a tedious task
there were 39%.

Q5. During the admission, time spent in the hospital

OPTIONS PERCENTAGE
1 Night 46%
2-5 Nights 45%
5-10 Nights 8%
10-30 Nights 1%
More than 30 Nights 0%
Interpretation – At the time of admission majority of respondent spent 1 night in the
hospital. Percentage of respondents whose time spent is 1 night is 46%, and whose spent 2-5
nights is 46%, 5-10 nights is 8% and 10-30 nights is 1% etc.

Q6. Type of room taken during admission

OPTIONS PERCENTAGE
Deluxe Room 13%
Single Private Room 39%
Shared Room 27%
General Ward 21%
Interpretation – Majority of respondent has taken single private room at the time of
admission and those percentage is 39%, On the other hand shared room taken is 27% and
general ward 21%. Only 13% respondent were taken deluxe room during admission.

Q7. The condition of room was

OPTIONS PERCENTAGE
Highly Satisfied 13%
Satisfied 52%
Neutral 25%
Dissatisfied 9%
Highly Dissatisfied 1%

Interpretation – Most of the respondent are satisfied with the condition of room they taken
and the percentage of satisfied respondent is 52% neutral is 25%, highly satisfied is 13%
whereas 9% are dissatisfied and only 1% respondent are highly dissatisfied with the condition
of rooms in the hospitals.

Q8. A separate bed was available for the attendant

OPTIONS PERCENTAGES
Yes 62%
No 38%
Interpretation – Majority of respondents agreed that there was a separate bed available for
the attendant. The percentage of respondents who agreed for separate bed is available in
hospitals is 62% and those who are disagree with this statement are 38%.

Q9. Cleaning, Sanitisation facilities in the hospital and room were

OPTIONS PERCENTAGE
Highly Satisfied 16%
Satisfied 59%
Neutral 18%
Dissatisfied 5%
Highly Dissatisfied 2%
Interpretation – Most of the respondent are satisfied with cleaning and sanitation facilities
in the hospitals and room. The percentage of respondents who are satisfied is 59%, neutral is
18%, whereas 16% are highly satisfied, 5% are dissatisfied and only 2% is highly dissatisfied
with cleaning and sanitation facilities in hospitals.

Q10. Doctor and Nurse visited regularly to check the medication and condition of the patient
OPTIONS PERCENTAGES
Yes 87%
No 13%

Interpretation – Majority of respondents agreed that doctor and nurse visited regularly to
check the medications and conditions of the patients. The percentage of respondents who
agreed with this statement are 87% and those who are disagree with this statement are only
13%.

Q11. All the medicines prescribed by doctor were readily available in the hospital
OPTIONS PERCENTAGES
Yes 70%
No 30%
Interpretation – Majority of respondents agreed that all medicine prescribed by doctors are
readily available in the hospitals. The percentage of respondents who agreed with this
statement are 70% and those who are disagree with this statement are only 30%.

Q12. All the Diagnostic/Lab test facilities were available in the hospital itself
OPTIONS PERCENTAGES
Yes 62%
No 16%
Don’t Know 22%

Interpretation – Majority of respondents are agreed that all the disgnostic/lab test facilities
are available in the hospital itself. The percentage of respondents who agreed with all the
diagnostic test are available in the hospitals are 62% and who are disagree is 16% and 22% of
the respondents have no idea about the diagnostic facilities in the hospitals.

Q13. I also got admitted to ICU

OPTIONS PERCENTAGES
Yes 16%
No 88%

Interpretation – Most of the respondents disagree that they are not admitted in the ICU. The
percentage of respondents who agree with this statement are only 16% and who disagree with
this statement are 88%.

Q14. During the admission to ICU, the level of satisfaction with the facilities provided there
was
OPTIONS PERCENTAGE
Satisfactory 16%
Neutral 31%
Dissatisfactory 10%
Not Admitted to ICU 43%
Interpretation – Most of the respondents not admitted to ICU. Respondents who got
admitted to ICU, only 16% agreed that the level of satisfaction with the facilities provided
there was satisfactory, 31% were neutral and 10% were not satisfied.

Q15. Food provided to patients was

OPTIONS PERCENTAGES
Good 38%
Normal 55%
Bad 7%
Interpretation – Majority of respondents are agree that the food provided in hospital are
normal. The percentage of respondents who agree with food provided in hospitals is neutral is
55%, good is 38% and 7% of respondents disagree with food provided in hospitals.

Q16. The room rent and other charges taken as per the facilities provided were
OPTIONS PERCENTAGES
High 44%
Reasonable 48%
Low 8%

Interpretation – Most of the respondents who got admitted to private hospitals, found that
the charges taken by hospitals as room rent were reasonable (48%) or high (44%). Only 8%
said the room charges were lower than the facilities provided there.

Q17. The patient discharge process was lengthier and frustrating:

OPTIONS PERCENTAGES
Yes 66%
No 34%
Interpretation – Majority of respondents agree that the patient discharge process is lengthier
and frustrating. The percentage of respondents who agree with this statement is 66% and who
disagree with this statement is 34%.

Q18. The bill payment experience was

OPTIONS PERCENTAGE
As Usual 41%
Paid via Insurance 21%
Paid via EMI Facility 9%
Low Cost/Free Treatment by Government 8%
Not Good at all 21%
Interpretation – Most of the respondents found a general experience during bill payment
(41%), 21% paid via insurance, 9% via EMI facility. 8% of the people who got admitted to
govt hospital got free/low cost treatment. Amazingly, 21% of the people found excessive
billing which got controversial at the time of bill payment.

Q19. I would like to visit this hospital again in case of any unexpected event
OPTIONS PERCENTAGE
Definitely 27%
Probably 28%
Maybe 29%
May Not be 9%
Not at all 7%
Interpretation – Most of the respondents were not sure of visiting the same hospital again in
case of any unexpected event with them in future. Only 27% were definite, rest were doubtful
like- 28% said probably, 29% maybe. 16% of respondents may not visit that hospital again
unless it’s an emergency.

Q20. Satisfied with the overall treatment provided

OPTIONS PERCENTAGES
Yes 60%
No 8%
Can be Improved 32%
Interpretation – Majority of respondents are satisfied with the overall treatment provided in
the hospitals. The percentage of respondents who are satisfied is 60% and 8% respondents
aren't satisfied with overall treatment in the hospitals. On the other hand 32% respondents
agree with the statement that overall treatment can be improved.

Q21. Experience of follow-up consultation with doctor

OPTIONS PERCENTAGES
Very Good 40%
Normal 56%
Bad 4%

Interpretation – Most of the respondents said that follow-up consultation with doctor was as
usual as it should be (56% normal). 40% found it very good, 4% found it bad- we found these
people visited public hospitals for follow-up consultations which gave them a long waiting
period before consultation with the doctor.
 CHAPTER-VI: FINDINGS AND RESULTS

1. The findings of this study showed a significant quality gap in healthcare services in
both Public and Private healthcare services but especially in Public healthcare
services related to infrastructure deficiencies, government spending, attitude of staff
etc.
2. There is high cost of treatment in the private hospitals which is rising continuously.
3. People or respondents preferred to get private healthcare facilities if they can afford it.
Only those people who can’t afford private healthcare facilities are taking the services
of public healthcare units.
4. The quality of healthcare provided in the private healthcare facilities are way better
than the public healthcare facilities.
5. Most of the people are satisfied with the consultation and treatment provided by their
doctor.
6. In many of the situations, a separate bed for Attendant was not provided.
7. The satisfaction level of people admitted in the ICU was less as compared to the
people admitted in the normal rooms in their hospitals.
8. In many of the cases, the room rent taken by the hospital was high as per the services
or facilities provided by them to the patients.
9. The discharge process of patients is quite lengthy and time taking especially in case of
treatment via cashless health insurance facility. The staff of the hospital takes too
much of time to prepare the bills and other investigation and discharge papers. A
patient has to keep waiting till their formalities gets completed. Generally, at the time
of discharge, patients were found to be impatient to go to their home and hence this
procedural time taken by hospitals during discharge looks quite cumbersome to the
people.
10. 1/5th of the respondents were unhappy with the billing and payment procedure in the
hospitals. Many a times private hospitals charge high and also a good additional
amount for consumable items, food, PPE Kits (as seen during COVID) is also added.
They many times hold patients till the last bill gets cleared. Many a times insurance
companies rejects claims of treatment expenditures. These creates controversies.
11. Most of the respondents or patients were not sure, whether they will again visit the
same hospital for any unexpected happening with them or with their relatives.
CHAPTER-VII: RECOMMENDATIONS AND SUGGESTIONS

Excellent hospital service quality cannot be achieved in a short period or you can really say
that you have attained the outstanding service quality because it is a continuing journey, not a
destination. The search for excellent service quality means that you are continuously pushing
the bar to get even better at what we are doing. This journey clearly needs a great deal of
commitment on hospital’s behalf, but also from those who work with hospitals. That is
probably the real test in search of endeavour for excellent service quality.

⮚ Driving everything in hospitals with a focus on patients

If hospitals, either public or private were to operate with only one best practice, this
would be it. If all decisions and services of all hospital are based upon a patient focus,
patient service quality would be exceptional. In a patient-driven hospital, doctors and
staff remain committed to satisfying the needs and expectations of the patients. In
these hospitals, rewards, recognition and training strategies will ensure excellent
patient service quality.

⮚ Patients Expectations: More reasonable than you might think

Patient satisfaction hinges on expectations. Knowing your patients expectations
individually and collectively helps you to set standards -minimum daily service
requirements for practice. The more you know about your patient’s expectations, the
more appropriately you can respond to them, proactively rather than retroactively.
Thus collective expectations of patients form the platform on which you build
standards of service quality for your practice. Some generalizations that can be made
about the expectations of patients are:
 ● People expect hospitals to honor their appointment times. If an emergency
disrupts the schedule, however, they appreciate being informed about the
estimated delay and to be given options if they can’t or don’t want to wait.
● Patients want hospitals to communicate with them everyday language, no
medical jargon or if medical terms are necessary, translate them.
● Patients want a role in the interaction. They want you to ask them for their
opinion and then to give them to time voice it. They want time to ask
questions and have their questions answered
● Patients want personal concern. Each wants to feel that during the time
physician spend with him or her, he or she is the only person who matters the
physician.
● Patients want information about their condition and treatment. They want it
personally from the physician and hospital medical staff.
● Patients expect care, concern and courtesy from physician and hospital staff.
They will evaluate hospital and hospital service quality accordingly.

Action steps for understanding patient expectations are

1. Understand that patient expectations change. Maintain a flexible attitude
2. Find out what your patients want and what they don’t want. Ask questions, and listen
attentively to their answer
3. Address the needs hospital identify through consistent service.
4. Gently manage unrealistic expectations through patient education.

⮚ Setting and Implementation of Service Standards

To be a successful, hospital should clearly define the service standards that are
essential for service quality. Service standards will serve two purposes. First, they will
be a powerful force for shaping the image that your patients have of the hospital.
Secondly, they are a great tool for measuring how well each hospital meets the levels
of service, which are essential for service quality and hospital success. Service
standards should be measurable because the hospital can manage and train for things
that it can measure.

⮚ Informal and formal feedback systems

This practice requires that hospital administration constantly ask questions, collect,
analyze and use patient data. Feedback from the patients is a source of constant
hospital service renewal and adjustment. As the healthcare environment is changing
and as patient needs and expectations shift, continuous feedback allows a hospital to
adjust and change accordingly. There are many ways to collect data, and every patient
should be considered a source of data. Everyday conversations with patients provide a
continuous flow of useful information. Hospital Staff should be trained the art of
 asking open-ended questions in order to provide the patient opportunities to express
perceptions, attitudes and both positive and negative feelings about the hospital and
its quality of service. The hospitals can make use of questionnaires and surveys as
other techniques for collecting service quality information. It is must for hospitals to
ensure that questionnaires are as short and simple as possible in order not to waste
valuable patient time. Hospitals must thoroughly analyse data and use in order to
improve service quality. Furthermore, patient feedback information needs to be
thoroughly shared throughout the hospitals so that all can benefit from a constant
linkage with the patients.

⮚ Decimate the barriers to excellence

It is a likely for any businesses and its administrations to develop a bureaucracy over
time. The longer a business has been in existence, the more rules, procedures, and
guidelines it seems to have in the rulebook. Often, these rules, guidelines and
procedures are obstructions to patient service excellence. Hospital staff must be freed
of the shackles of too many rules, too many guidelines, too much paperwork, and
overly regulated communication channels. Only then, hospital staff will be free to
rightly attention on the patients and provide excellent service quality. The hospital
staff themselves are the best data source for ascertaining and removing these barriers,
but the patients too can be an excellent source of this vital information.

⮚ Raise Staff Engagement & Building Accountability for what is being done
Medical Staffs have most frequent contact and interaction with patients during their
hospital stays. It should come as no surprise then, that when they are highly engaged,
it’s reflected in the patients’ experience and satisfaction. The engaged staff will
always clean and sanitize their hands, check IV lines, make few mistakes while giving
medications. To create accountability, hospitals should make each team member to
understand what their role is in creating a satisfied patient. It is important to provide
the staff appropriate tools and training to support their work. The focus should be on
encouraging and understanding every staff member to take ownership of what they
are doing would be ideal experience for patients. This will lead to identification and
solving the potential and existing quality and service problems. The staff member will
provide suggestions and new ideas to improve the quality of care and services.

Common Suggestions for Public and Private Hospitals

⮚ Modern equipment
In hospitals, modern equipments and technology are crucial for successful patient care
such as better diagnosis and surgical procedure. Modern equipments have
undoubtedly made an incredible impact on patient care. All the necessary equipment
must be in place and properly maintained. Hospitals must have equipment of suitable
standards. Hospitals should aware patients of the technology being used by displaying
proper information.
 ⮚ Visually appealing facilities and material associated with the services
First Impression Matters! Based on the visually appealing facilities like
well-maintained reception area, computerized billing and registration facilities, neat
and clean pathology, patients are likely to form their first opinion about the hospital.
Hospital should have clean and comfortable environment with good directional signs,
information about services, stretcher, wheel chairs, and well-maintained records.
Thus, hospital should ensure that all the facilities and material associated must be
visually appealing.

⮚ Keeping patients informed and listen to them

Patients are eager to know information like operation details, nutritional needs pre-op
& post-op care. Staff should listens patients by giving complete attention and check to
make sure that the information conveyed is fully understood. They should select the
right way to communicate and deliver right information to the right people at the right
time.

⮚ Giving individual attention to patient

Hospital may find it difficult to provide individual attention to patients, but patients
expect bed side care, proper diet requirements, politeness of physicians, nurses and
other staff. Therefore, staff should consistently be caring by having eye contact,
listening, providing assistance, talking in a warm, friendly voice and giving detail
information and explaining it. Many times patients expect that the treating doctor
should be easily communicable, so that they can clarify their doubts on their health
satisfactorily. Instead of deputing a junior or assisting staff to offer clarifications, the
treating doctor needs to do that. This will satisfy the patients and such experience
would make them feel that they get good personal and individual attention. Doctor’s
gesture would add to patient satisfaction.

Suggestions for Public Hospitals

⮚ Promise to do something by a certain time, they should do so
It is very important to respect time of patients. Patients expect to know prior schedule
of tests, follow up checks; surgeries etc. Many times patients wait for the doctor for a
long time. The doctor may have a few surgeries on a day; he may not visit the patients
at all. This adds to the anxiety among patients. Patients expect that being in the
hospital they should get continuous attention by the doctor. If this is not fulfilled, then
the patient is dissatisfied. In such cases the doctors should send instructions and
details about the patient tests, follow up checks etc. through medical staff or assisting
doctor.

⮚ Showing a sincere interest in solving patient’s problem & performing services

right the first time
 At instance, patients do not understand many procedures like registration, meeting
concerned doctor. Similarly, patients expect that all the services should be provided at
appointed time, error free and fast retrieval of documents, good communication and
treatment etc. Problem solving should be an important part and approach of
everyone’s job. All staff should correct and address problems swiftly and proficiently
in order to surpass the expectations of patients. Use of Information Technology will
play vital role in hospital management in solving patient’s problem & performing
services right the first time.

⮚ Giving prompt service to patients

Patients expect prompt services such as housekeeping, nursing, speed and ease of
admission, speed and ease of discharge etc. Speed doesn’t just happen on its own.
Rather, it takes uniformity, consistency and accurateness on the administrative part to
ensure delivery of a responsive level of service to patients. Using a centralized
information technology platform will unite each department in a hospital and
streamline daily operations.

⮚ Increase confidence in patients

In order to increase patient satisfaction, it is essential to have massive amounts of
engagement from doctors and staff working within the hospital. While having
discussion with a patient, especially, when the patient has come to tell as what he has
going through as symptoms, the first and foremost thing is as to how to answer to
patients. Thereby, taking few seconds to understand and empathize before getting into
the larger questions would reflect on positive influence on satisfaction. It is always
advisable to keep conversations positive, optimistic and professional by using
positive, encouraging words and a pleasant tone of voice and volume.

⮚ Having convenient operating hours

Patients expect 24- hour service facility, fixing the timings according to the
requirement etc. Usually qualified and experienced doctors are not available all the
time. The visits of doctors, especially to multispecialty hospitals are fixed on specific
day and time. It is therefore required to have qualified and experienced doctor
available throughout the day by hospital authorities.

⮚ Concern about patient’s interests at heart and understanding the specific needs
of their patients
Being in a hospital environment is a lifetime experience for patients and their family
members; this triggers a wide range of reactions and emotions. Hospital staff needs to
be courteous in attending as well understanding the challenges faced by the patients
and the care takers attending them. Staff should notice age-specific or disabilities
needs of patients and takes steps to meet them. Hospital staff should demonstrate a
supportive and non-judgmental attitude in interactions with patients & their families
 and use patients’ feelings to build empathy. All staff should treat patients and family
members with dignity and respect.

Suggestions for Private Hospitals

⮚ Staff should be professional and neat-appearing

Patients of private hospital expect more with respect to uniform and appropriate name
badges, professional appearance of staff. Hospital staff should adhere to dress code,
uniform; it will ensure a professional appearance in clothing. Personal grooming and
hygiene of staff is very important for a hospital. This will project an image of
hospital’s culture. It will also enhance the personality, character and value of staff in
hospitals. Moreover, this will enhance the self-confidence of the staff leading to a
lasting impression.

⮚ Never too busy to respond to patients' requests

Whenever called for assistance, patients expect staff to respond immediately. The
frontline staffs such as doctors, nurses need to have adequate time to respond patient’s
request. It is often that the number of support staff and equipment required are not
given significant importance. This results in delay in response and as a result the
patient’s waiting time goes up. When patients do not receive service in a timely
manner, they would possibility to expressing their wrath by speaking to their friends
and family, may end up giving negative comments about the hospital. It will not only
damage the hospital’s reputation, but also take away potential patients. Therefore,
hospital should ensure the earliest response to patients.

⮚ Feeling safe while services are being provided

Patient safety is everyone’s responsibility. It is very important expectation of patients
about cost of treatment, medicines, and trust with the personnel. The price
transparency and providing a cost estimate are important elements of serving patients.
Doing this will enhances the patient’s healthcare experience. Patients should be
provided affordable medicine options along cost-saving suggestions and ideas. During
duty change time, patients are worried about the outgoing duty team informing the
safety and critical issues to the reporting incoming team. It would be better to note
down these issues and communicating with the patients or their family members.

⮚ Consistently courteous and have the knowledge to answer patient’s questions

It is very important for staff to display kindliness and accessibility when
communicating. It is responsibility of staffs to ensure that patients and families
receive effective and respectful care. It should be provided in a manner compatible
with their health beliefs and preferred language. Patients have to be adequately
briefed about their health condition and it is the responsibility of the treating doctors
and staff to provide such information. At time doctor giving too many details at once,
may leave the patient with many doubts. Therefore, not only doctors but also staff
should provide thoroughness of explanation of medical condition, proper advice in
their respective areas.
 CHAPTER-VIII: CONCLUSION

Thus, all the hospitals should be Patient-focused. It does not mean caring as just listening to
the patients but rather making the patients the central crucial point of all service quality
deliverables to evaluate or redesign care. Service Quality must include modifying service
based on patient needs, wants and values, empowering the patients to take control by joining
in the care process, sharing knowledge and information, and delivering evidence-based
decision making.
Chandigarh has 1 doctor for every 492 people and 1 bed for every 299 people (Data by
Health Department) shows an impressive ratio if compared to WHO recommendation of 1
doctor for every 1000 people in India.
High Out of pocket expenses is a big problem in Chandigarh in case of treatments in Private
hospitals especially in case of those who don’t have any Health Insurance with them.
According to a NFHS survey 2021, Less than 33% people have Health insurance coverage
with them in Chandigarh.
PM-Jan Aarogya Yojana is provided to people in EWS category in Chandigarh. Electric
buses have been introduced to reduce pollution. Single use plastic has been banned in many
areas in Chandigarh. Separation of Garbage collection and Sanitisation facilities has been
introduced. Administration has increased its focus on Solar power generation. These all are a
part of preventive healthcare which is increasingly getting focussed by the health department
of Chandigarh.
Since Covid, Chandigarh administration has revamped its efforts to improve its health
infrastructure. Beds are getting increased in government hospitals with improved facilities
like increase in ICU beds, oxygen cylinders, ventilators etc. Administration has also focussed
on improving the availability of medicines in government hospitals.
The steps taken by administration are in right direction but they needs to be effectively
implemented to get the better results in the upcoming years.
 CHAPTER-IX: LIMITATIONS OF THE STUDY

1. Study was limited to Chandigarh and some parts of Punjab region only.
2. Less availability of time.
3. Some of the people were unwilling to fill the questionnaire.
4. Sample size was small as compared to the people gets admitted to these public and
private hospitals in Chandigarh.
5. Many people were unable to fill the online questionnaire due to lack of digital literacy
especially those people who got admitted to government hospitals.
6. The study was sensitive in nature and there could be a biasness of respondent towards
the questions asked.
7. There is not very much Literature available related to Public and Private Healthcare in
Chandigarh and Punjab region.
8. Literature was limited to post 1990’s and most of the literature included was from last
decade.
 CHAPTER-X: BIBLIOGRAPHY

1. 10 Famous Multi-Specialty Private Hospitals in Chandigarh (chandigarhmetro.com)

2. Public hospital - Wikipedia
3. Private hospital - Wikipedia
4. Which is the best government hospital in Chandigarh? - Quora
5. The Advantages and Disadvantages of Private Hospitals (myayan.com)
6. Difference Between Private Hospitals and Public Hospitals | Difference Between
7. 1,200 Beds In Non-referral Hospitals For City Of 12l | Chandigarh News - Times of India
(indiatimes.com)
8. Feras Alkaa (2011); It Enabled Applications in Government Hospitals in India; Research Paper
Published in 37th International Conference on System Sciences, Calcutta; p.p.37 – 41.
9. Cronin & Taylor (1992) Connor (1994); L Critical Analysis on Inclusion of Healthcare Quality
Dimensions. International Journal of Management , 8 (6), 2017 , pp. 33 – 43
10. Gilbert (1992); A Study on Relationships Among Job Satisfaction, Organizational Commitment
and Turnover Intention In Kolors Healthcare India Pvt ltd, Chennai . International Journal of
Advanced Research in Management, 7 (1), 2016, pp. 58 – 71 .
11. Rajendran (2010); An Empirical Study on Factors Influencing the Patients Satisfaction towards
Healthcare Services of Selected Multi Specialty Hospitals in Trichy. International Journal of
Management, 7(2), 2016, pp. 516 – 528
12. Nandaraj and Manjunath (2007); Exploring the Impact of Talent Management Strategies and
Service Quality on Beneficiaries Satisfaction in Jordan Healthcare Sector: Provider Point of
View. International Journal of Management, 7(7), 2016, pp. 23–38
13. Sharmila (2013); Health care and equity in India, Lancet, 377 (9764), 2016, pp 505-515
14. Radha (2018),"Patient’s perception towards the private hospitals”, International Journal of
Advance Research, Ideas and Innovations in Technology, Vol. 4, No. 3, ISSN: 2454-132X
15. Sambasivan E., Vennilaashree S. (2018),"A Study of Patient Perceptions of Service Quality
and satisfaction In Health Care and Hospital Services in Chandigarh City”, International
Journal of Pure and Applied Mathematics, Vol. 119 No. 7,pp. 1011-1026.
16. Chandrakanth Singh (2018),"Customer Perception towards Private Hospital in Punjab”,
International conference on recent innovation and Management, Engineering, Science and
Technology Vol.1, 978-93-86171- 95-5.
17. Ranjith Kumar & Jasmin (2018),“An Analysis on Service Quality of Government and Private
Hospitals in Punjab & Haryana”, International Journal of Pure and Applied Mathematics, Vol.
120, No. 5, pp. 287-298.
18. Rekha Sharma, Neeraj Kumar Sharma (2017), “A Comparative Study of Patients Satisfaction
Level In Government and Private Hospitals of District Mohali”, IJCRT, Vol. 5, No. 4, ISSN: 2320-
2882.
19. Kaushal, S.K. (2016): The Measurement of Perceived Service Quality of Patients in the
Government Districts Hospital in Eastern Punjab, International Journal of Commerce and
Management, 10(1): 39-50
20. Jain, J. & Soni, H. (2015): A case study of patient satisfaction in Zonal hospital of Chandigarh,
International Journal of Multidisciplinary Research and Development, 2(10): 711-713
21. Thangaraj, B. & Chandrasekar, M.R. (2016): A study on patient’s perception towards service
quality of private hospitals in Chandigarh city, International Journal of Multidisciplinary
Research and Development, 3(3): 244-249
22. Zarger, A.S. & Lala, M.F. (2016): A proposed framework for service quality dimensions in
health sector with special reference to Jammu and Kashmir, SSRG International Journal of
Humanities and Social Science, 3(6): 4-8
23. Dheepa, T. Gayathri, N. & Karthikeyan, P. (2015): Patient’s Satisfaction Towards the Quality of
Services Offered in Government Hospitals in Western Districts of Chandigarh, International
Research Journal of Business and Management, 8(1) : 25-33
24. Shafiq, Y. Shafiq, I. Din, M.S. & Cheema, K.U.R. (2013): Impact of Service Quality on Customer
Satisfaction: A Study of Hospital Industry of Punjab & Chandigarh, International Journal of
Management & Organizational Studies, 2(1): 55 – 59
25. Ajarmah, B.S. & Hashem, T.N. (2015): Patient Satisfaction evaluation on Hospitals;
Comparison Study between accredited and non-accredited hospitals in Chandigarh,
European Scientific Journal, 11(32): 298-314
 APPENDIX

SECTION A

NAME: ____________________

GENDER: ☐ MALE ☐ FEMALE

AGE: Till 25 ☐

25 – 35 ☐

35 – 45 ☐

45 – 55 ☐

Above 55 ☐

Income: ☐ Upto Rs 100,000 PA

☐ 100,000 -200,000 PA

☐ 200,000- 300,000 PA

☐ 300,000- 400,000 PA

☐ Above 400,000 PA

Qualification: ☐ Upto 12th

☐ Graduate

☐ Post Graduate

☐ Doctorate

☐ Any Other
SECTION B

Q1. I visited a ______ healthcare facility

☐ Public

☐ Private

Q2. Reason to visit the hospital

☐ Admission

☐ Emergency

☐ Attendant (To meet a Patient)

Q3. During the visit to hospital for Consultation with Doctor, the level of satisfaction with
the process of booking an appointment with the doctor:
☐ Highly Satisfied

☐ Satisfied

☐ Neutral

☐ Dissatisfied

☐ Highly Dissatisfied

Q4. During the admission to hospital for treatment, admission was quick and easy:
☐ Yes

☐ No

Q5. During the admission, time spent in the hospital

☐ 1 night

☐ 2-5 nights

☐ 5-10 nights

☐ 10-30 nights

☐ More than 30 nights

Q6. Type of room taken during admission
☐ Deluxe room

☐ Single Private room

☐ Shared room

☐ General ward

Q7. The condition of room was

☐ Highly Satisfactory

☐ Satisfactory

☐ Neutral

☐ Dissatisfactory

☐ Highly Dissatisfactory

Q8. A separate bed was available for the attendant

☐ Yes

☐ No

Q9. Cleaning, Sanitisation facilities in the hospital and room were

☐ Highly Satisfactory

☐ Satisfactory

☐ Neutral

☐ Dissatisfactory

☐ Highly Dissatisfactory

Q10. Doctor and Nurse visited regularly to check the medication and condition of the patient
☐ Yes

☐ No
Q11. All the medicines prescribed by doctor were readily available in the hospital
☐ Yes

☐ No

Q12. All the Diagnostic/Lab test facilities were available in the hospital itself
☐ Yes

☐ No

☐ Don’t know

Q13. I also got admitted to ICU ?

☐ Yes

☐ No

Q14. During the admission to ICU, the level of satisfaction with the facilities provided there
was
☐ Highly Satisfactory

☐ Satisfactory

☐ Neutral

☐ Dissatisfactory

☐ Highly Dissatisfactory

☐ Not Admitted to ICU

Q15. Food provided to patients was

☐ Good

☐ Normal

☐ Bad
Q16. The room rent and other charges taken as per the facilities provided were
☐ High

☐ Reasonable

☐ Low

Q17. The patient discharge process was lengthier and frustrating:

☐ Yes

☐ No

Q18. The bill payment experience was

☐ As Usual

☐ Paid via Insurance

☐ Paid via EMI facility

☐ Low Cost/Free Treatment by Government

☐ Not good at all

Q19. I would like to visit this hospital again in case of any unexpected event
☐ Definitely

☐ Probably

☐ Maybe

☐ May not be

☐ Not at all

Q20. Satisfied with the overall treatment provided

☐ Yes

☐ No

☐ Can be improved
Q21. Experience of follow-up consultation with doctor
☐ Very Good

☐ Normal

☐ Bad

Section C
Q. Any suggestion for further improvement.
_____________________