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Introduction
Health care quality is the degree to which health care services for individuals and populations
increase the likelihood of desired health outcomes. Quality of care plays an important role in
describing the iron triangle of health care, which defines the intricate relationships between
quality, cost, and accessibility of health care within a community. Researchers measure health
care quality to identify problems caused by overuse, underuse, or misuse of health resources. In
1999, the Institute of medicine released six domains to measure and describe quality of care in
health.
1. Safe – avoiding injuries to patients from care that is intended to help them.
2. Effective – avoiding overuse and misuse of care.
3. Patient-Centered – providing care that is unique to a patient's needs.
4. Timely – reducing wait times and harmful delays for patients and providers.
5. Efficient – avoiding waste of equipment, supplies, ideas and energy.
6. Equitable – providing care that does not vary across intrinsic personal characteristics.
Health care quality is a level of value provided by any health care resource, as determined by
some measurement. As with quality in other fields, it is an assessment of whether something is
good enough and whether it is suitable for its purpose. The goal of health care is to provide
medical resources of high quality to all who need them; that is, to ensure good quality of life,
to cure illnesses when possible, to extend life expectancy, and so on. Researchers use a variety
of quality measures to attempt to determine health care quality, including counts of a therapy's
reduction or lessening of diseases identified by medical diagnosis a decrease in the number
of risk factors, which people have following preventive care, or a survey of health indicators in
a population who are accessing certain kinds of care.
CHAPTER – 2
Subject Definitions
Marketing is the study and management of exchange relationships. Marketing is used to create,
keep, and satisfy the customers. With the customers as the focus of its activities, it can be
concluded that Marketing is one of the premier components of Business Management – the
outer being Innovation.
Definition
The processes of marketing are that of bringing a product to market. As such, the steps include
broad market segmentation, determining distribution, pricing and promotion strategies;
developing a communication strategy; budgeting; and visioning long-term market
development goals. Many parts of the marketing process (e.g. product design, art direction,
brand management, advertising, copywriting etc.)
CHAPTER – 3
Industry Profile
Health care Industry:
The healthcare industry (also called the medical industry or health economy) is an aggregation
and integration of sectors within the economic system that provides goods and services to treat
patients with curative, preventive, rehabilitative, and palliative care. It includes the generation
and commercialization of goods and services lending themselves to maintaining and re-
establishing health. The modern healthcare industry is divided into many sectors and depends
on interdisciplinary teams of trained professionals and paraprofessionals to meet health needs
of individuals and populations.
The healthcare industry is one of the world's largest and fastest-growing industries. Consuming
over 10 percent of gross domestic product (GDP) of most developed nations, health care can
form an enormous part of a country's economy.
BACK GROUND:-
For purpose of finance and management, the healthcare industry is typically divided into
several areas. As a basic framework for defining the sector, the United Nations International
Standard Industrial Classification (ISIC) categories the healthcare industry as generally
consisting of:
1. Hospital activities;
This third class involves activities of, or under the supervision of, nurses, midwives,
physiotherapists, scientific or diagnostic laboratories, pathology clinics, residential health
facilities, or other allied health professions, e.g. in the field of optometry, hydrotherapy,
medical massage, yoga therapy, music therapy, occupational therapy, speech therapy,
chiropody, homeopathy, chiropractic’s, acupuncture, etc.
CHAPTER – 4
COMPANY PROFILE
Avhieta hospital was started on the year 2010.Avhieta hospital is a small specialty hospital
located near Kothanur, Bangalore opposite to SLV hotel. It is less expensive and provides good
service to its patients. It runs for 24/7 and has a medic care unit, which has enough availability
of medicine. The hospital consists of 20+ of nurses and doctors of almost 7+ who comes to the
hospital for giving consultation to patients based on the time prescribed by the hospital
administrator. The hospital consists of five big rooms in which each room has 4-5 beds. The
hospital is under developing at this moment as the second floor is being created for more
advanced treatment and by giving quality service to its patients. There are two security guards
working based on their shifts. The nurses give equal preference to all the patients regards to
the language barriers. This hospital has a rating of 4.0 stars compared to other hospital in and
around Kothanur; Dr. Nilufur is the administrator of this hospital and will be available from 9
AM – 6 PM.
Avhieta Health Care and hospital is a Neuro Physiotherapist clinic in Kothanur Bangalore.
Doctors like Dr. Ramesh Babu (PT) and Dr. V Meenakshisundaram visit the clinic. The timings
of Avhieta Health Care and Hospital are Mon to Sun: 12:00 AM – 11:59
CHAPTER - 5
RESEARCH DESIGN
PROJECT TITLE :
The service quality is an important factor, which affects the goodwill of hospital. The various
services provided by the hospital is to be focused on high quality. Hence, a study to understand
about service quality is required to improve the performance of Avhieta Hospital.
OBJECTIVE:
2) Sampling technique –
Simple Random Sampling
3) Sample Size –
120 units
LIMITATIONS:
Time constraints.
High level of research tool not used.
CHAPTER-6
MALE 79 66
FEMALE 41 34
Analysis:
The above table shows that 79 respondents were male and 41 respondents were female out of
the 120 respondents. The proportion is 66% male and 34% female.
Graph No. 6.1: Gender of the respondents
GENDER
34%
MALE
66% FEMALE
Inference:-
The inference gathered by the above pie chart shows that most of the respondents are male
where the percentage is 66%, whereas if we look upon the percentage of female respondents,
they are 34%.
CHAPTER – 7
FINDINGS:-
CONCLUSION
In case of health care services still word of mouth i.e. information regarding hospitals and
services from family play an important role. It was found that respondents had given more
preference to doctors' qualification and experience of doctors. It was also found that
reputation of hospitals is influencing factor along with extra facilities, available in the
hospital.
Health care service providers should disseminate correct information from time to time as
more quality information leads to patient awareness and satisfaction. The hospitals should
have convenient operating hours and nurses should give individual attention to patients.
Especially this problem is found in private and trust run hospitals. The study revealed that to
improve patient satisfaction, healthcare service providers must focus on quality improvement
strategies.
APPENDICES-I
QUESTIONNAIRE___________________________________
Dear respondent,
In this regard, I seek your kind support in getting this questionnaire filled completely. The
information collected will be purely used for my academic purpose and will not be disclosed
or used for any other purpose. The focus of this report is to understand the level of quality of
services provided by Avhieta Hospital and to offer suggestions to Avhieta Hospital to improve
their services.
Name: Date:
Website:-
www.avhietahospital.com
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