A Study Of Patient’s Perception About Service Quality Management In Government And Private Hospitals In India
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.
Key words - Satisfaction, Health, Service, Quality, Patients