Consumer Perception of Hospitality Services in Jci Accredited Hospitals at Delhi – Ncr: An Exploratory Research on Growth of Medical Tourism

Abstract

Purpose: This research focuses on understanding the consumer perception and scope of hospitality services provided to patients and their attendants, getting admitted for treatment at internationally accredited multispecialty hospitals. The study also gives insights into the relation among these service elements and their role in the overall satisfaction of patients coming to Delhi NCR as a medical tourist.
 Methodology: Literature review and interviews with hospital staff, involved as service providers, to find the hospitality services and facilities provided to patients coming to Delhi NCR as a medical tourist. The study adopted survey through questionnaire method to collect primary data, which is analysed through SPSS to study the perceptions of patients/attendants and its relationship with overall patient satisfaction.
 Main Findings: This research finds that the majority of the JCI accredited hospitals in Delhi-NCR, show fairly good focus on patient care and hospitality centric service style was in place. Hospitality aspects are considered as an opportunity to enhance service excellence and the same is supported by management to bring better patient satisfaction. However, the research found some neglected desires of patients and few areas of poor service delivery.
 Applications: Hospitals benefiting with medical tourism where attention to nonclinical services is magnified due to a higher expectation of the guest, will benefit from this research. This research would be valuable to healthcare organizations in doing their best to achieve greater patient’s satisfaction, which will improve our image as a destination for Medical Value Travel. 
 Novelty/Originality: This study explores hospitality services and their relative importance in patient satisfaction. This study describes higher patient satisfaction as an outcome of excellence in non-clinical services. The research outcome is based on primary data and offers a first-hand view of patients perceived hospitality service quality and its constituents.

Intra-Regional Medical Tourism Demand in Malaysia: A Qualitative Study of Indonesian Medical Tourists’ Rationale and Preferences

“…The desire to receive unavailable medical treatments that are new and/or difficult or illegal often leave seeking treatment overseas as the only available option. Some medical establishments promote and offer high risk or experimental procedures not available in other countries, such as stem-cell treatment, to widen the range of medical options offered and attract more medical tourists ( 38 ). Other medical tourists may travel to avoid laws and regulations surrounding certain procedures at home, such as abortion, infertility treatments and surrogacy arrangements ( 82 – 83 ).…”

“…Additionally, a positive hospital image, accessibility, knowledge and awareness of the destination, safety and security are other motivating factors influencing medical tourists’ behavioural intention ( 35 ). In addition, the halal practices affect the satisfaction of Muslim medical tourists ( 36 – 37 ) and positive relationships between medical personnel and hospital services, atmosphere, facilities and quality impact the overall international patient satisfaction ( 38 – 39 ). However, the studies listed above focused on different profiles of international medical tourists from Southeast Asia, Australia and New Zealand and diverse medical treatments such as cosmetic and surgical procedures and medical check-ups.…”

Medical tourist perceptions of hospitality across cultures

“…In health-care services, hospitality culture refers to shared norms, values, beliefs, traditions and expectations that are a foundation for delivering exceptional service and memorable, satisfying experiences for all stakeholders (Pizam, 2020). In hospitals and health-care centers, caring culture is a key element of hospitality (Shukla et al. , 2019).…”

Perceived Quality and Users’ Satisfaction with Public–Private Partnerships in Health Sector

“…The measurement of the variable 'Satisfaction' will allow comparing the users' perceptions of their level of satisfaction and determining whether there are significant differences according to the type of management of the hospitals that assist them. The satisfaction variable was operationalised by using a single question related to the services provided by the hospitals and which has been used in other studies, e.g., [78,79]. Thus, the statement is 'Overall, I am very satisfied with this hospital', which will be answered on a broader scale between 1 = absolutely satisfied to 10-absolutely dissatisfied.…”