Demographic analysis of patient satisfaction in major healthcare centres

Healthcare industry today, is a rapidly growing industry. According to Mckinsy & Co. healthcare spending in India will double over next ten years. Its progress has been splendid and is targeting more and more customers. Both public and private hospitals form a significant part of the healthcare industry along with pharmaceuticals and other applied sciences. There are many people in the country who live below poverty line and are even devoid of basic healthcare facilities. The rest of the population excluding the upper class is in a dilemma whether to fall a prey to expensive private hospitals or succumb to mediocre facilities of government hospitals. The study aims at throwing light on the satisfaction levels of patients visiting these healthcare centres in N.C.R. The study considers four major players in the market providing healthcare facilities in the National Capital Region (N.C.R.) and used primary data to fulfil the objectives. Few hypotheses have been formed and tested by using tests like ‘z’ test and ‘t’ test. The study revealed that there is no significant difference in the satisfaction levels of patients falling in different age-groups and of different occupations and gender, whereas the difference in satisfaction levels of the patients was noted when tests were conducted on the basis of hospitals i.e. public and private hospitals. The findings of the study will not only help the hospitals to improve their services but will also help the future patients to understand what important services to be expected from a hospital and help them in selecting the appropriate hospitals.