Determinants of Hospital Choice among Patients and Perceptions of the Same among Hospital Employees in a Tertiary Care Corporate Hospital in Mumbai, India

In recent times, the choice has become an important factor in healthcare as patients can compare hospitals and healthcare providers using the abundance of information at their disposal. Patients now want to be more involved in their treatment decision-making process and at times seek information about their conditions as well as different types of available treatment options. This makes them aware consumers. They hold the key to the domain of healthcare marketing and the best way to understand patients’ expectations is to understand the factors that affect their decision-making process.

The prospective observational study was conducted on 252 patients and 56 employees of a tertiary care corporate hospital in Mumbai, using a structured questionnaire.

This study highlights the major factors that affect patients’ decisions when it comes to selecting a hospital. These factors are competent medical and support staff, emergency and laboratory services, the reputation of the hospital among the public, cost of services, hospital location and infrastructure. Looking at the same situation from an administrative employee’s perspective gives us an insight into how they think patients decide on a hospital.

The significance of this study is derived from this need of exploring the concept of patient choice from not only the consumer’s (patients’) perspective but service providers (employees) too. Patient choice factors and the service response to those factors form an important part of the patient experience with a provider, thus impacting their satisfaction.

The study thus sheds light on the way patients select a hospital and the measures the hospital administration needs to take to increase their acceptance by the patients, leading to greater patient satisfaction and hence patient loyalty.