A Study on International Patient’s Satisfaction and Quality Evaluation of Private Hospitals in Gurgaon India

A Study on International Patient’s Satisfaction and Quality Evaluation of Private Hospitals in Gurgaon India

Mohammed Murshed Abdullah Al Fakhri

Glocal school of Business and Commerce Glocal University

mzamhb@gmail.com

Mohd Sarwar Rahman

Glocal school of Business and Commerce Glocal University

sarwar@theglocaluniversity.in

Zakir Hussain Khanday

Glocal school of Business and Commerce Glocal University

zakirkhandy999@gmail.com

ABSTRACT

Measuring the quality of healthcare involves assessing patient satisfaction, which is a crucial aspect. The objective of this study was to assess the reliability and validity of the international patient satisfaction scale in relation to the quality of health services and its determining factors. To gather data on international patient satisfaction, a cross-sectional study was carried out involving 30 international patients at 10 private hospitals in Gurgaon, India. The overall outpatient satisfaction rate was found to be 76.19%. There were five factors: staff contact and communication, facilities, information transparency & administrative procedures, service supply results. The international patient satisfaction scale's total score ranged from 57 to 148 when the 30 components were added together. Greater satisfaction is reflected by higher scores. The scale's overall mean score was 134.51 (minimum = 57.0; maximum = 148.0). Despite the good attitudes and communication of the medical staff, foreign patients admitted to the private hospitals in Gurgaon, India, reported moderate to high levels of satisfaction.

Keywords: Accessibility, international patients, administrative procedures.