Comparative Study on Hospital Consumer Assessment of Healthcare Providers and Systems between two General Hospitals in Indore, India

Statement of Hypotheses: The Null Hypothesis states that there is no significant difference between the patients’ perception of their experience of services of Hospital A and Hospital B. The Alternate Hypothesis states that there is a significant difference between the patients’ perception of their experience of services of Hospital A and Hospital B. Purpose: The research aimed to recommend measures to improve the quality of services on the basis of factors underlying the difference, if any. Methods: A questionnaire was used to compare the two hospitals over 15 parameters on Likert scale. Random sampling was used for primary data collection through direct contact with patients just before discharge. The parameters were classified as Single-Item measures, Composite Measures and Global-Rating Measure. Measures of Central Tendency, Variance, and t-test were used to compare the results. Results: 100 patients from each hospital were included. The values of t-test for all the parameters showed significant difference in the mean value of perceived quality of the two hospital services (all p values Conclusion: In this study, considerable difference was found in the patients’ perception of the service quality of the two general hospitals. Focus on patient-centered services, hygiene, communication, and promptness in providing services is recommended. Few underlying factors were identified, however, further research is required to identify the extent of impact of these factors on the patients’ perception of hospital services.