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Customer perception is an important component of relationship with the customers. Perceptions

vary from person to person. Different people perceive different things about the same situation.
But more than that, we assign different meanings to what we perceive. And the meanings might
change for a certain person. One might change one's perspective or simply make things mean
something else. The concept of customer perception does not only relate to individual customers
in consumer markets. It is also valid in business to business situations.

For example, a competitor benchmarking survey of a large industrial supplier revealed that the
market leader, although recognised for excellent quality and service and known to be highly
innovative, was perceived as arrogant in some regions. If we take into consideration that there
are about four other large players with a similar level of quality and innovative ideas, this
perceived arrogance could develop into a serious problem. Customers here are well aware the
main characteristics of all the offerings available at the market are largely comparable. So they
might use the development of a new product generation of their own to switch to a supplier that
can serve them not better or worse, but with more responsiveness and understanding.

Patel Hospital have great pride and pleasure to introduce them self as one of the most reputed
150 bedded multi-speciality and super-speciality hospital in Northern India, equipped with ultra
modern and state-of-the-art facilities for comprehensive care ± right from OPD Consultations
and routine health check-ups to Intensive Care and Specialized & Super-specialized surgeries.
While their hospital stands one step ahead

of other similar institutions in the region in terms of facilities as well as patient care, they feel
proud to inform that they are the only such hospital affordable to all the section of the society
with indoor facilities available in all categories such as general wards, Semi-deluxe/deluxe and
Super-Deluxe rooms with a capacity to accommodate one hundred and fifty patients at a time.?In
the present era, when the pace of life is so challenging, competitive and multitasking, time saving
is a priority, hence affecting the life styles. Eating right & healthy, physical exercise and stress
management is a distant dream, we tend to ignore the amazing and complex machine -'OUR
BODY', medical screening is able to identify some of the risk factors, be it a significant family
history, an abnormal physical finding or an abnormal laboratory investigation.
At present, people all over the world are realising that preventive healthcare holds a lot of
significance and requires attention. Western countries have become cognizant of the fact that
investing on preventive healthcare is more economical than to think about a hospital at times of
distress. Therefore, we aim to emphasize the merits of preventive healthcare and to help people
view health positively, which would lead to good health and good life.

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The problem which we are going to discuss would be, patients perception towards private
hospitals in jalandhar in context with Patel hospital.

 
 


á? To study patients perception towards Patel hospital.
á? To study what influences patients to go a particular hospital.
á? To check the satisfaction level of patients towards hospital and health care service
provided by hospital.


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According to the study sample size will be taken as 100. 50 from the General Practitioner and 50
from patients of Patel hospital. ?

 
 

The area to be covered for the research will be the jalandhar.

 


Cluster Sampling was used to collect the data from the respondents.??

  
   

Both primary and secondary methods will be used for collection of data. Structured questionnaire
comprising different parts will be used for as primary source for collection of data whereas
library research (journals, dissertations books, etc.) will be used as secondary source for
collecting data.

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The research will be a self reported survey, so research design will be the survey to be conducted
in the area of study.??

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H0- There is no significant difference of patient perception towards Patel hospital in jalandhar.

H1- There is significant difference of patient perception towards Patel hospital in jalandhar.?

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Data was analyzed with the help of excel .




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ï    conducted study on Patients' perception and actual practice of informed
consent, privacy and confidentiality in general medical outpatient departments of two tertiary
care hospitals of Lahore´. The principles confidentiality and privacy were often neglected during
patient care in developing countries. The study was conducted at medical OPDs of two tertiary
care hospitals (one public and one private hospital) of Lahore, selected using multi-stage
sampling. 93 patients were selected from each hospital. Doctors' adherence to the principles of
informed consent, privacy and confidentiality was observed through client flow analysis
performed by trained personnel. Overall patient perception was also assessed regarding these
practices and was compared with the assessment made by our data collectors. Some degree of
informed consent was obtained from only 9.7% patients in the public hospital and 47.8% in the
private hospital. 81.4% of patients in the public hospital and 88.4% in the private hospital were
accorded at least some degree of privacy. Complete informational confidentiality was maintained
only in 10.8% and 35.5% of cases in public & private hospitals respectively. Informed consent
and confidentiality were better practiced in the private compared to the public hospital (two-
sample t-test > 2, p value < 0.05). There was marked disparity between the patients' perspective
of these ethical practices and the assessment of our trained data collectors.

 
    ! conducted a study on ³Patient satisfaction and loyalty to the private
hospitals in Sana'a, Yemen´. A cross-sectional, population-based study was conducted between
May and September of 2005. Eight hundred and nineteen respondents who were admitted for at
least 1 day in a private hospital within last 6 months from the date of interview. The scores on
the modified SERVQUAL market research instrument including six domains (tangibility,
reliability, responsiveness, assurance, empathy and cost) that identify perceptions of service
quality. In addition, the respondents were asked whether or not they would return to the same
facility when they need future medical care (loyalty). Loyalty was higher among females.



   "! depicted a study on ³Patients¶ perception of the ambulance Services at
Hospital University Sains Malaysia´ A six-month prospective cross-sectional Study to look at
patients¶ perception of Hospital University Sains Malaysia¶s (HUSM)Ambulance service was
conducted from February2006 to July 2006. Upon arrival at the hospital, patients or their
relatives (who used hospital¶s ambulances) were interviewed with set of questions regarding
their perception of the ambulance services and were asked to rate the perception on a Likert
Scale from 1 to 10. A convenient sampling method was applied. A total of 87 samples were
obtained. Despite the many problems faced by the ambulance service in HUSM, the mean score
for each of the questions on patient¶s perception, ranged from 9.33 to 9.70 out of 10. The
questions with the highest mean score, which were both 9.70 each, were related to staff
attentiveness and staff gentleness.

?r   #! conducted a research on ³Patient's utilization and perception of the quality
of curative care in community health centres of the fifth commune of Bamako´. They studied
that Community health centres were an important component of the health system in Mali.
Despite the adhesion of the populations and the commitment of the authorities, many things
could be done to improve the quality of care provided in those structures. The objective of study
was to know the patients' utilization and perception of the curative care in the community health
centres of Bamako and the physicians' satisfaction of their work condition and perspective in the
community health sector. A cross-sectional study was conducted in nine community health
centres of Bamako in 2008. A total of 270 patients were interviewed through a face-to-face
interview. Thirteen physicians took a self-administrated questionnaire relating to their material
and financial conditions and their plan for the future. The sample was characterized by the low
literacy (32.6%) and socio-economic level (15.9% of steady income).139 patients claimed the
nearness as the reason of the choice of the health centre whereas only 51 claimed the health staff
skill. The women felt more satisfied than men and illiterates felt more satisfied than bachelor¶s
.The patients claimed the reduction of waiting time, the improvement of information and the
creation of news services. 30.80% of physicians were satisfied from their material and financial
conditions, 38.46% were motivated and 76.92% planned to leave their health centre. Although a
high level of satisfaction regarding the provided service was observed, user reported some
shortage in the quality of care.

?   conducted study on ³Patients¶ Perception of Hospital Care in the United States´ .
Patients¶ perceptions of their care, especially in the hospital setting, were not well known. Data
from the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS)
survey provided a portrait of patients¶ experiences in U.S. hospitals. They assessed the
performance of hospitals across multiple domains of patients¶ experiences. They examined
whether key characteristics of hospitals that were thought to enhance patients¶ experiences (i.e., a
high ratio of nurses to patient-days, for profit status, and non academic status) were associated
with a better experience for patients. They also examined whether a hospital¶s performance on
the HCAHPS survey was related to its performance on indicators of the quality of clinical care.
They found moderately high levels of satisfaction with care (e.g., on average, 67.4% of a
hospital¶s patients said that they would definitely recommend the hospital), with a high degree of
correlation among the measures of patients¶ experiences (Cronbach¶s alpha, 0.94). As compared
with hospitals in the bottom quartile of the ratio of nurses to patient-days, those in the top
quartile had a somewhat better performance on the HCAHPS survey (e.g., 63.5% vs. 70.2% of
patients responded that they ³would definitely recommend´ the hospital; P<0.001). Hospitals
with a high level of patient satisfaction provided clinical care that was somewhat higher in
quality for all conditions examined. For example, those in the top quartile of HCAHPS ratings
performed better than those in the bottom quartile with respect to the care that patients received
for acute myocardial infarction (actions taken to provide appropriate care as a proportion of all
opportunities for providing such actions, 95.8% vs. 93.1% in unadjusted analyses; P<0.001) and
for pneumonia (90.5% vs. 88.6% in unadjusted analyses, P<0.001).
-  $! conducted a research on ³Patient perception of pain care in hospitals in the
United States´. The study was done inorder to know the assessment of patients¶ perception of
pain control in hospitals in the United States. Limited data were available regarding the quality
of pain care in the hospitalized patient. That was particularly valid for data that allowed for
comparison of pain outcomes from one hospital to another. In March 2008, the results of the
Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey were
released for review for health care providers and researchers. That survey included a battery of
questions for patients upon discharge from the hospital including pain-related questions and
patient satisfaction that provided valuable data regarding pain care nationwide. That study had
reviewed the results from the pain questions from this available data set and evaluate the
performance of these hospitals in pain care in relationship to patient satisfaction. Furthermore,
this analysis had provided valuable information on how hospital size, geographic location and
practice setting may play a role in pain care in US hospitals. The data indicates that 63% of
patients gave a high rating of global satisfaction for their care, and that an additional 26% of
patients felt that they had a moderate level of global satisfaction with the global quality of their
care.

  #! conducted a study on Service quality perceptions and patient satisfaction: a
study of hospitals in a developing country ³.Patients¶ perceptions about health services had
largely ignored by health care providers in developing countries. That such perceptions,
especially about service quality, had shaped confidence and subsequent behaviours with regard
to choice and usage of the available health care facilities is reflected in the fact that many
patients avoid the system or avail it only as a measure of last resort. Those who could afford it
seek help in other countries, while preventive care or early detection simply falls by the wayside.
Patients¶ voice must begin to play a greater role in the design of health care service delivery
processes in the developing countries. That study was, therefore, patient-centred and identifies
the service quality factors that were important to patients; it also examines their links to patient
satisfaction in the context of Bangladesh. A field survey was conducted. Evaluations were
obtained from patients on several dimensions of perceived service quality including
responsiveness, assurance, communication, discipline, and baksheesh. Using factor analysis and
multiple regression, significant associations were found between the five dimensions and patient
satisfaction. Implications and future research issues are discussed.

   %! conducted a study on ³Service Quality in Private Hospitals in Turkey´. Health

reforms realized in Turkey over the course of last several years the patients, who had social
security, had started to benefit from private hospitals. How they were satisfied from the services
given by private hospitals thus becomes an important issue. It was evident that more than half of
private hospitals along the country were found in Istanbul. That leads, eventually, to a high level
of competition among private hospitals in the level of Istanbul. It was a matter of fact that the
customer satisfaction plays important role in the competition among private hospitals more than
ever before in this city. Considering that reality that study emphasizes on the consumer
satisfaction in the private hospitals found in Istanbul. Based upon a survey that study uses a
dynamic model in determining the quality of hospital and the consumer satisfaction.
  


  

 
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Rating V.Poor Poor Average Good Excellent

No: Of Respondents 2 1 6 34 7


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&out of 50 patients, 14% responded as excellent, 68% responded good for the easy
access to medical care of Patel hospital, 12% gave the average response, 2% gave poor response
and 4% gave very poor response to it.

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Rating V.Poor Poor Average Good Excellent
No: Of Respondents 0 3 7 15 25

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Out of 50 patients, 50% gave excellent response the time they spend in waiting room for doctor,
30% gave good response,14% gave average response, 6% gave poor response. The response
which they gave was for the perception which they have towards the hospital which they visit
often.


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Rating V.Poor Poor Average Good Excellent

No: Of Respondents 0 0 10 10 30

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Out of 50 patients, 60% gave excellent response for the staff willingness to help,20% gave good
response,20% gave average response. The patients were quite satisfied with the helping nature of
staff 



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Rating V.Poor Poor Average Good Excellent

No: Of Respondents 0 0 0 15 35

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Out of 50 patients, 70% gave excellent response for the cleanliness of hospital. 30% gave good
response. This is the reason patients cure so easily and early, as hygiene plays an important role.

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Rating V.Poor Poor Average Good Excellent

No: Of Respondents 0 0 2 45 3

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Out of 50 patients, 6% gave excellent response for the behaviour of the staff members with
them,,96% gave good response,4% gave average response.

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Hospitals Satyam Pasricha Oxford Patel Beri

No: Of Respondents 2 5 3 38 2

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Out of 50 patients, 76% prefer to go Patel hospital for whatever problem they are suffering from,

10% prefer to go Pasricha , 6% preferred oxford and Satyam and Beri hospital got equal
response ie 4% each.

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The survey was conducted in Patel hospital and out of 50 patients different patient gave different
view point regarding the best hospital according to their need. Most of patient responded as Patel
to be the best hospital as they gave different reasons for it, according to the facilities which they
get from hospital, the care , concern of doctors, they get attention of doctor whenever it is
needed.

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This was also a controversial question, a rational person will prefer that hospital which is
reasonable, or its free of cost i.e. Civil Hospital, but when the survey was conducted it was found
that patient doesn¶t go for price, but prefer quality which they get from that hospital, where they
come certain i.e. Patel Hospital.

But when it comes to economic wise then government hospitals are preferred as compare to
private hospitals.

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Out of 50 patients 88% responded that their family doctors refer them to Patel
hospital and this the main fact that they visit Patel hospital, because they trust their
family doctors and they always prefer to take advice from their family doctor only
and on the other hand those patients whose family doctors doesn¶t refer to them, still
they visit Patel hospital were 12% and the reason was that they were highly satisfied
with the doctors and the staff.
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6.? How you describe your health condition after treatment from hospital?
á? Excellent
á? Good
á? Fair
á? Poor
á? Worst

Rating Worst Poor Fair Good Excellent

No: Of Respondents 0 0 2 45 3

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out of 50 patients , 6% gave excellent response regarding their health condition after
treatment from hospital, 90% gave good response, 4% gave fair response. This is the
reason that they are loyal patients .
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 7.? Do you want any change in your health service which is provided to you by hospital?

Yes no


RESPONSE YES NO
NO OF 13 37
RESPONDENTS

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Out of 50 patients 74 % responded that they don¶t need any change in the services
which they are already getting and 26 % replied that they need change ie food should
be given to patient for free of cost, ambulance should reach on time whenever
required ?
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 8.? .How can you rate the service you received from the healthcare professionals?

á? Very Satisfactory
á? Somehow satisfactory
á? Not too satisfactory
á? Not satisfactory

Rating Very Satisfactory Somehow Not Too Not Satisfactory

Satisfactory Satisfactory
No: Of 33 12 0 5
Respondents
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Out of 50 patients 66% were very satisfied from the health services received from the
hospitals, 24% were somewhat satisfied, 10% were not satisfied with the services.
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9.? Would you seek healthcare service again from this hospital?

Yes no

RESPONSE YES NO
NO OF 38 12
RESPONDENTS







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Out of 50 patients, 76% replied that they would like to come again if they need health care
treatment again. 24 % responded that they would not like to come again and the reason which
they mentioned was time which they spend, and access to medical care was one of the reasons.

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1.? Which hospital you refer to your patient when he is in critical condition?

á? Satyam
á? Pasricha
á? Patel
á? Oxford
á? Berry

Hospitals Satyam Pasricha Oxford Patel Beri

No: Of Respondents 7 10 3 28 2











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The survey was conducted from the general practitioners, out of 50 GP, 56% replied that they
refer their patients to Patel hospital, 20% refer them to Pasricha, 14% to Satyam, 6% to oxford
and 4% to Beri.


2.? According to you which hospital is best in jalandhar?

Out of 50 doctors 74 % doctors replied that from the economic point of view Guru Nank
Mission, civil hospital is best in jalandhar, but from the quality point of view @ 

  is
best ion jalandhar because it is one of the most reputed 150 bedded multi-specialty and super-
specialty hospital in Northern India, equipped with ultra modern and state-of-the-art facilities for
comprehensive care ± right from OPD Consultations and routine health check-ups to Intensive
Care and Specialized & Super-specialized surgeries . 12 % replied that according to them -(
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  in Jalandhar is among the best hospitals of Punjab SGL Charitable Hospital
in Jalandhar offers a number of specialized services such as cancer surgery, surgical
gastroenterology, hem dialysis, joint replacement, nephrology, etc. An estimate of the specialized
services available at SGL Charitable Hospital are Gastrointestinal Endoscopy, Endoscopic Spine
Surgery. 14 % doctors refer other hospitals near by.

3.? Which hospital will be economical to patients?

Out of 50 doctors 80% doctors said that civil hospital is the only hospital which is economical to
patients. 20 % doctors said that Patel hospital is economical to patients.




4.? Do you refer your patients to Patel hospital?

Yes no

RESPONSE YES NO
NO OF 42 8
RESPONDENTS


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Out of 50 doctors 84 % agreed that they refer their patients to Patel hospital and 16 %
said they refer to other hospitals.
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á? Patients are highly satisfied with the Patel hospital and the perception they have
towards the hospital is due to the behaviour of doctors and staff.
á? Patients feel that they have been proper taken care by the doctors; they get proper
concern whenever it is required, and this is the reason being expensive still they
prefer to come to Patel hospital.
á? Family doctors also play crucial role.
á? There is only one problem which patients face i.e. food, which they want that it
should be free of cost.
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Humayun, Fatima, Naqqash, Hussain, Hussain(2008),´Patients' perception and actual practice of

informed consent, privacy and confidentiality in general medical outpatient departments of two

tertiary care hospitals of Lahore´. Published: 25 September 2008

http://www.biomedcentral.com/1472-6939/9/14

Anbori, Ghani, Yadav,Daher(2005),´ Patient satisfaction and loyalty to the private hospitals in
Sana'a, Yemen´. Published by Oxford University Press in association with the International
Society.

http://intqhc.oxfordjournals.org/content/22/4/310.abstract

Anisah , Chew , Shaharuddin Shah , Hisamuddin (2008),´ on ³Patients¶ perception of the

ambulance Services at Hospital University Sains Malaysia´.

http://smj.sma.org.sg/4908/4908a6.pdf

?
Seydou , Yang , Huan , Qiaolan,Xiao(2010),´ Patient's utilization and perception of the quality
of curative care in community health centres of the fifth commune of Bamako´.

http://www.ijcm.org.in/article.asp?issn=0970-
0218;year=2010;volume=35;issue=2;spage=256;epage=261;aulast=Fomba;type=0

Ashish , John, Jie, and Arnold (2008),´ Patients¶ Perception of Hospital Care in the United
States´ .

http://www.nejm.org/doi/full/10.1056/NEJMsa0804116
 Gupa, Sarah , Jeffrey , Hurley(2009),´ ³Patient perception of pain care in hospitals in the United
States´. @

R  November 2009 ,  2009:2 @ 
157 - 164 R
10.2147/JPR.S7903

http://www.dovepress.com/patient-perception-of-pain-care-in-hospitals-in-the-united-states-peer-
reviewed-article-JPR-recommendation1