Factors Influencing patients in hospital selection and satisfaction with inpatient services

Consumer satisfaction is a significant contributor to the success and longevity of health care institutions. The patient's perception about the service quality has a vital role in determining consumer satisfaction. The Indian healthcare sector is anticipated to record a compounded annual growth rate (CAGR) of 22.9% to grow to US $280 billion in the period 2015-20.The healthcare delivery system in India can be classified into three categories: Public, Private and Public Private Partnership. The private sector accounts for 74% of India's entire healthcare spending. With increasing awareness of health related issues and the healthcare system in general, patients today have transformed from being "Passive" to being "Active" participants of the healthcare system. Even the choice to consult a particular physician is no more a simple one. The patient now has numerous sources of information sources at his disposal, with the internet being the most powerful one. A better informed patient is asking more questions : with respect to the diagnosis, choice of drugs, duration of treatment and cost. An inability to provide satisfactory answers can cause dissatisfaction and loss of trust, compelling a switch. The present study found significant associations of availability of specialist surgeons and physicians, doctors' reputation, affordability, quality of health care and reputation of the hospital with the patient decision making process.