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Patient Experience: A Key Instrument in Analyzing Patient Satisfaction in Public Hospitals in Chennai


  • VIT Business School Chennai, Chennai − 600127, Tamil Nadu, India
  • VIT University, Chennai − 600127, Tamil Nadu, India


Objective: Patient satisfaction is a widely used quality metric that has increasing importance in running hospitals successfully, especially for public hospitals, where patients are treated free of cost or at very low cost. While enhancing the nature of quality care is a universal test, sustaining the care quality is a paramount challenge. In this study data on patient an experience was collected as it can be used to target improvement of the care provided and for future research. Methods and Statistical Analysis: This study was conducted in 7 public hospitals in Chennai, India. Descriptive research design was used and results of ANOVA shows that patients are satisfied to an extent with their experience in those public hospitals in Chennai. Findings: The statistical analysis revealed that there is a significant relationship between patient satisfaction on their experiences in hospital and patient loyalty to the hospital as only satisfied patients are ready to recommend the hospitals for others. It also shows that only satisfied patients return to the hospitals for continuity of care and remain loyal to the hospital. Application: Positive patient experience helps the hospital to gain patient loyalty. While poor or bad experience dissatisfies the patient and stops them from using the services and recommending the hospital to others.


Healthcare Quality, Patient Experience, Patient Satisfaction, Recommendation.

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