A STUDY OF PATIENT'S PERCEPTION ABOUT SERVICE QUALITY MANAGEMENT IN GOVERNMENT AND PRIVATE HOSPITALS IN INDIA (WITH SPECIAL REFERENCE TO KARNATAKA STATE)

Dr. Sangappa. S. Rampure

Abstract


Health care services have a distinct position among other services due to the high risky nature of services and the general lack of expertise possessed
by consumers. To maintain and improve the quality of health care services, besides relying on clinical and economic criteria, administrators should
utilize the feedback through patients perceptions of care surveys Adopting the marketing concept to health care requires the providers to be
consumer oriented and concern themselves with the satisfaction of their patients. As hospitals and other health care providers begin to implement
better and sophisticated patient surveys, they will understand the strengths, and weaknesses of their organizations from the patients point of
view.25 A better understanding of how consumers evaluate the quality of health care will help administrators and service providers, in determining
and improving the weaker aspects of their health care delivery system A better understanding of how consumers evaluate the quality of health care
will help administrators and service providers, in determining and improving the weaker aspects of their health care delivery system. With
continuous monitoring of patient perceptions and improvements based on patient feedback, quality of care and patient satisfaction will improve.
The present study has made an attempt to evaluate the service quality in Private and Government Hospitals as per the view of the patients in
Karnataka State of India.


Keywords


Satisfaction, Health, Service, Quality, Patients

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