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CHAPTER 4 RESEARCH METHODOLOGY
Research Methodology
After analyzing research papers I realized that studying about multispecialty hospital
and overall satisfaction of patients is a very unique study. This is the kind of the study
where patient is not willing to avail services .Patients are facing some problems or
situation that force them to take the consultancy advice with different services
associated with pre and post consultations. In this situation where analyzing and
diagnosing is as important as curing. This process requires specially trained and
skilled support staff under the guidance of super specialist.
The study of multispecialty hospital where patients are in the center of the services. If
we understand the associated issues where patients / consumer are tensed in most of
the situations. The patients are not in state of mind to understand or enjoy the availing
the services. This is the biggest challenge for multispecialty hospital to create
environment where patients feel the comfort in consultations and improve the rate of
curability.
This is special study where we need to understand the role of the decision maker.
Sometimes patients are not in state of mind to take the decision, where the role of
close friend or relatives becomes vital .That’s the reason while considering the opinion
regarding the multispecialty hospital, Patients and their relatives or close friends are
equally important. Her communication with the near and dear ones plays a very
important role.
4.1 Region of Research
Gujarat played an important role in the growth story of healthcare sector in our
country with 12% [double digit] growth rate .Gujarat continues to outpace most of the
states in healthcare sector. Hospital industry is an important value chain in the Indian
healthcare sector considering, high growth of pharmaceutical industries very high
income per capita and food habit and lifestyle of Gujarati .There is huge opportunity
for hospital indus. Our study is basically related with patients – satisfaction and
establishes the completion with effectiveness of various services provided by
multispecialty hospitals. If we analyze the entire Gujarat rural area is dominated by the
state and Central Government Center’s known as Arogaya Kendra. While urban’s are
mixed and there are many private players available. In urban area we can see the
presence of private professionals with huge setup off multispecialty hospitals. This
multispecialty hospitals provides the solution of all (most of the) critical disease with
all supportive services. This is our aim of the study; therefore we have identified the
four major urban cities of Gujarat which are located in different part of the state:
Ahmadabad, Rajkot, Surat and Vadodara.
Ahmadabad is one of the fastest growing cities of the world and center of attraction of
Gujarat State. This is the hub of pharmaceuticals where India’s major contributor in
pharmaceuticals industries like Zydus Cadila, Cadila Pharma, Torrent, Intas, Dishman
and other are established. Ahmedabad is city of multispecialty hospital, where more
than fifty such hospitals are working efficiently. This is the place where Apollo,
Narayana Hrudayalaya like national players is competing with major pioneer local
private player like SAL, Sterling and Shelby. We have considered more than 15
hospitals from Ahmedabad regions for our study.
Surat is the second largest city of Gujarat and having highest income per capita in the
India. Surat is foodie and known for their life style. We have identified the major
multispecialty hospitals from Surat for study. Apart from that we have consider other
ten to twelve multispecialty hospitals where we find significant number of the patients
in Surat City.
Rajkot is capital of Saurasthtra region and known for engineering industries and spicy
food like Ganthiya. In Rajkot the civil hospital is known as multispecialty hospitals.
Vadodara is central part of Gujarat. Where Sterling hospital and Metro Hospital are
the major multispecialty hospitals. In our study we consider four major cities from
different part of Gujarat and consider twenty five to thirty hospitals of four urban
cities of Gujarat.
4.2 Research Design & Research Objectives
Any research must be able to stand the requirement of theory and practical. Research
design is concerned with turning a research issues into the testing project. The research
design has been considered to be a blue print for research dealing. Research design
basically dealing with at-least four issues.
1 What are the different area of question arise of multispecialty hospital to study?
2 What is the kind of the information / data relevant the study related the information /
data relevant to the study related to multispecialty hospital is to be studied?
3What kind of the information / data relevant the study related multispecialty hospital? 4
What are the important issues for multispecialty hospital?
How Infrastructure ambience is affecting the expectation of any patients? Any critical
disease diagnosed is important or diagnostic investigations related to treatment are
crucial? Who should be targeted for opinion or for data collection--patients or close
relative or friends? How and when to collect the data?
We have to understand and decide the process of data a collection and post process of
data collection like arrangement of data, applicable test and statistic analysis process to
achieve the objectives of this research.
What is study? – Selection of Research Design
The study of multispecialty hospital is conducted where hospitals are already established
in urban areas of Gujarat. Large numbers of patients have taken treatment in these
hospitals. The main purpose of the study is associated fully with the patients suffering
from critical disease, admitted with high expectation and spending additional money for
their treatment to thecae MSH. This multispecialty hospitals are known for good
infrastructure ,excellent clinical care, good clinical ancillary services for accurate
diagnosis, satisfied quality care during their stay to the hospitals till the discharge from
the . The question is arising, whether patients / customer are satisfied with the system of
multispecialty hospitals? If they are not satisfied then what are the different issues or
services which fail to provide satisfactory quality care to the admitted patients? What
are the areas requiring improvement or rectification is? What is the modification
required to enhance the quality care value of hospital. ? What should be the level of
overall satisfaction of the patients by reaching which patient loyalty can be established?
We do not want to restrict our study only up to the patient’s satisfaction level but we also
want to understand the impact of each factor. We want to find out the parameters
involved with patient satisfaction and also want to find out the value of satisfaction
quotient of combined influence of overall factors and impact of each factor of on
satisfaction level of patients. We will also conduct the analysis for How individual
factors create impact on the satisfaction quotients of patients?
In hospitals, patients are treated regularly by consultants, experts and imparted care by
trained Para medical technical staff of various departments of institute’s .The Standard
Operating Process are predefined by the administrator of hospitals. Higher authority have
given vision and goal of the organization and simultaneously created internal
environment .Predetermined standards are floated for implementation to provide quality
care. Here issue of research is gathering of information where platform is ready but we
need to understand the structure to take the opinion of the consumer’s and their
associated and then by using various tools carry out the analysis, deriving conclusion of
patient satisfaction quotient for any multispecialty hospitals. I firmly believe that the
study related with multispecialty hospitals is descriptive and conclusive research design
is the most of suitable design for such study. We understand the internal and external
factor which is associated with hospital industries. We have also identified the factors
and service aspects which are directly related with patient’s satisfaction. Therefore with
the opinion of the consumer we can derive the conclusion to achieve primary and
secondary objective with descriptive conclusive research design.
The descriptive research design is more structured and formal in nature .The aim of the
design is to provide more comprehensive and detailed explanation of phenomenon under
the study. In the design detailed sketch – profile of respondent population being studied.
This might require a structured primary collation of the information to understand the
concern population. The descriptive research designs apply to carry out to measure
simultaneous the occurrence of certain phenomena or variables.
Research Objective
The goal of this study is to understand the different aspects of multispecialty hospital in
Gujarat. The biggest issue of the study is the kind of the cost bared by the patients is
worth or not. What are the perceptions of consumer / patients regarding multispecialty
hospitals? To understand the relationship between costs involved in the treatment,
various services of multispecialty hospital to gauge their progress in keeping up with the
other competitors.
The primary objective of this is to understand various service provided by the
multispecialty hospitals. What is effectiveness of such services and tools of such
hospitals? How are services related with patient’s perception and this perception
translated into patient’s satisfactions?
The ultimate goals are analysis the nation of patient’s satisfaction as a subject of
consumer satisfaction. Quality assurance is intended to provide them with information
on quality performance of their service. We would like to scrutinize the level of such
services in this present hospital industries scenario. Quality assurance aspects always
were a top priority in hospitals. Our country regulatory has famous various policy that
create huge important to assurance of quality healthcare treatment. The various schemes
for quality assurance, names and predetermined standard increasing being introduced in
Indian hospital. This standard are introduced in our country to see that Indian hospital
achieve minimum prescribed level and can compete with other country’s healthcare
standards. Even W.H.O. [World Health Organization] has recognized the high quality
standard our countries should systematically introduced in our system. The patient’s
satisfaction is the heart of any multispecialty hospitals in highly competitive modern era,
where the patients and associated pay high treatment cost and hence demanding various
quality services provided by such multispecialty hospitals.
In order to ensure efficient and effective patients care we need to conduct our study
aiming the data collection, analysis and evaluation of following areas.
1. Effectiveness of Care
The main purpose of the visit to the hospital is to get cure from the disease. If the
patient is not satisfied with the effectiveness of the medical care, patients will not
tolerate the minute’s variation in it.
2. Access to Service
Health care services should have an open access to all round the clock and should
not be restricted by any of the factors like Geographic, Economic,
Organizational, Social or Linguistic banners.
3. Technical Performance
Modern hospitals are different conventional hospitals in terms of procuring New
technology, Latest invented equipment technology, Transfer and storage data,
Latest testing machines are important part of today’s diagnostic and therapeutic
system. The degree to which the different tasks are carried out by trained health
workers and skill technicians and facilities to meet expectations of technical
quality is very important.
4. Effectiveness of Service Delivery
This is very crucial factor in multispecialty hospitals. The degree of effectiveness
shows the gaps between predetermined set standards and desire standards of
services. The ratio of output of services directly related with cost of producing
the services in the context of supply chain management. This parameter is
equally important for the top management of any hospitals.
5. Patients Relationship
This is more important aspects to understand the relation between service
provider and consumer. Any hospital system in the world influenced by
interaction that engendered between hospital employers and affect the quality
service rendered to the patients. This relationship is very vital for the perception
of the patients.
6. Interpersonal Relationship
This is the study of multispecialty hospital, where consumer and service provider
is human being. Therefore interpersonal relation one very vital. As we know that
the modern hospital users advance technology and latest equipment, even though
the like – Love, Trust, Faith, Respect, Courtesy, Responsibility, Empathy,
Confidentiality, Effective Listing and Communication, Hope, Sharing and Caring
have not last the meaning. Effective communication between service provider
and patients play vital role to establish the interpersonal relationship.
The strong interpersonal relation create specific image in patients mind, it will go
to long way to redeem the image of hospitals. The strong relationship creates
customer loyalty toward the specific multispecialty hospitals.
7. Physical Infrastructure Comfort
The today patients visit the multispecialty hospital not to take opinion or to
consult the doctor. At the same time they are expecting facilities like cleanliness,
comfort, privacy and multispecialty hospitals. The quality of healthcare perceived
by patients may be influenced by mass medical facilities like –cafeterias,
location, maintenance capacity, laboratories, operation theatre, radiology,
pharmacy, space for data storage, adequate parking space, waiting lounge,
counselling chambers, ATM and other facilities are equally important for any
consumer and their associates.
Primary Objective
The Primary objective of this study is to understand the importance of customer as a
patient satisfaction in health care sector and understanding the concept of patient
satisfaction.
The aim is analyzing the notion of patient satisfaction as a subset of customer
satisfaction. Quality assurance is intended to provide them with information on the
quality of their performance. We would like to examine the levels of these services in
current healthcare scenario. Quality assurance aspects have always been a top priority in
Indian hospitals. India’s health policy attaches a great importance to quality assurance
schemes which are increasingly being introduced in order to ensure the internationally
recognized high standards of Indian hospitals in accordance with India’s commitment to
the World Health Organization Quality assurance should systematically introduced in
Indian hospitals. The patient satisfaction is the heart of any multispecialty hospitals in
highly competitive era, where the patients and their associates are paying high fees and
hence demand various quality services provided by such hospitals. In this situation, the
relations among the various service providers are directly correlated with effectiveness
of the services and that results into patient satisfaction.
In order to ensure efficient and effective patient care, we need to conduct our study aiming the analysis and evaluation of following aspects like:
• Technical performance i.e. The degree to which the tasks carried out by health workers and facilities meet expectations of technical quality.
• Access to Services: The degree to which healthcare services are unrestricted by geographic. Economic social organizational or linguistic barriers.
• Effectiveness of care: The degree to which desired results of service are achieved.
• Effectiveness of service delivery: The ratio of outputs of services to the associated cost of producing these services in context of supply chain management.
• Interpersonal relationship: Still in the 21st century, words like trust, faith, respect, confidentiality, courtesy, responsibility, empathy, effective listening and communication between providers and listeners play vital role to provide various service effectively and efficiently.
• The Interpersonal relation is psychological to the patients it will go to a long way to redeem the image of hospital in terms of hitherto hostility that characterize the employee patient relationship of the hospital. All health care systems are influenced by interaction that engendered between hospital employees and it affects the quality of service rendered to the patients.
• Physical infrastructure and comfort: The physical appearance of the facility, cleanliness, comfort, privacy and other aspects that is important to patients. Our objective is to find out the gap and various measures and suggestions for reducing complexity of managing multi specialist hospitals. The quality of health care is perceived by patients may be influenced by non medical facilities like cafeteria services, location maintenance capacity, laboratory, radiology surgery, pharmacy, records and supply chain management.
We need to evaluate the various services prescribed, promised and provided.
Secondary Objectives
In order to understand and analyzed the primary objective of the study. It is very
important to classified main objective into various subside goals. The following are the
secondary objective of the study.
4.3 Data Collection
This study of effective analysis of various services provided by multispecialty hospital in
Gujarat is very vast topics and we have multitude choice available for collecting study
specific information of course. We have to fully cognizant of resource available for the
study and the level of accuracy required. The study of multispecialty hospitals is
conceptualized and framed on the basis of both types of data collection. The data sources
could be either contextual and primary or historical and secondary data in nature.
Secondary Data [ Historical Data]
As we aware that secondary data is not topical or research specific, mainly this data
collected from some other researcher or through the investigative the study of
multispecialty hospitals body. There are lost information is recorded or published in the
structure format for example the various articles or publish research papers in prominent
journals. The various articles written by the subject. Experts in newspaper, relevant
magazine. We must not forget the source of website of multispecialty hospitals and
relevant site of health again misalign is very huge source of historical information.
DATA SOURCES
PRIMARY DATA METHOD
SECONDARY DATA METHOD
While studying effective analysis of various services provided multispecialty hospital,
lots of resources and huge information are available. Mining the relevant data was
really challenging. Here we have referred books the some of the sources of secondary
data which we have utilized to derive the results for the study which are mentioned in
references
DATA SOURCES
PRIMARY DATA METHOD
SECONDARY DATA METHOD
> OBSERVATION METHOD
> FOCUSED GROUP > SURVEY METHOD
INTERNAL SORUCE
EXTERNAL SORUCE
FULLY PROCESSED
NEED FURTHER ANALYSIS
PUBLISHED ELECTRONIC DATA BASE
Primary Data Collection
The study related with effectiveness of various services provided by multispecialty
hospital is consumer centric study. This is study where behavior, expression, mindset,
attitude is prime, each parameter directly affected to the perception of the consumer /
patients. Even any consumer behavioral study opinion is very vital factor. This is the
specific study where effectiveness of different tangible facilities and availability and
intangible various services are examined on the basis of patients and their associated
opinion.
This is very complex study where a part from the opinion we need to understand the
predetermined standard of any hospitals. Therefore we have target experts who
directly associate with hospital industries like very senior renowned doctors and senior
person who directly involve in the modern hospital administration of modern
hospitals. This is kind of the study where personal experience crucial. Therefore visit
of multispecialty hospital and evaluate personally the product + service promise
prescribed and provided. We have applied different tools of primary data collections.
• Experts Opinions
• Observation Method
• Survey Method
• Experts Opinions
This is the study of one of the most developing industries, where lots of new
dimension are applied, new technology and innovation make this field very
updating and diverted. To understand the structure various
departmentalization, inter-relationship and ideal prescribe standard personal
interview of experts is very useful techniques. We have identified very senior
renowned doctors, various chairman of body modern multispecialty hospital
having vast experience of having and managing such organizations. We also
consider the management consultant having vast experience in hospital
industries and create brand of multispecialty hospitals. We were able to come
across approximately 85 to 90 senior persons and understand various
department roles of super consultant and supportive members. New
technologies and it’s synergy in accurate diagnostic operative cases
complimentary testing area, interpersonal relation tactics, how to create
appropriate environment in hospital industries, very important part is how to
decide the predetermined standard of each factor directly related with the
patients and their associated. How multispecialty hospital can grow in highly
competitive and complex environment with tools of satisfaction quotients of
patients.
• Observation Methods
“Seeing is believed” one has to relay on the personal experience. To
understand the complex structure and ideas filed the various services personal
experience very important aspects of the research. Hence we have decide to
visit various multispecialty hospitals to evaluate the gap between promise
prescribe and actual provided facilities and service to patients. Observation
method helps us to basic audit of multispecialty hospitals. We were able to
tape approximately twenty hospitals to feel the facilities, understand service,
screen the hygiene level, inter-cosy of various department, interrelationship
among the staff members of course the behavioural aspects of service provider
with consumer. Infect we were not been able to visit the restricted areas like
operation theatre and incentive care units and other confidential and private
areas restricted by the hospital’s top authority.
• Survey Method
This is most important elements of research for the study, where perception of
customer is prime and to understand the perception opinion of patients who
already experienced with multispecialty hospital is the major tools of research
for such studies. Considering the information of various sources of secondary
data, personal interview with experts and personal visit of multispecialty
hospitals. We were able to identify the factors and important service provided
by such super-specialty hospitals. We have design structured questioner apply
survey method to take opinion and understand the perception of patients
regarding facilities and services provided by multispecialty hospitals.
Region of Survey
We all are aware that the multispecialty hospitals established only in urban area.
Therefore we consider major hospitals of major cities of Gujarat – Ahmedabad,
Rajkot, Surat and Vadodara.
We have tried to collect the opinion of the patients as well as associated of the patients
those are taken treatment from the multispecialty hospitals situated in these cities.
In Ahmedabad City
• Ahmedabad Heart Hospital
• AnkuraChildren's Hospital
• Ahmedabad Civil Hospital
• Guiding Hands
• Aneri Hospital, Vasna
• Apollo Hospital, Bhat
• Ashvary Hospital
• Bodyline Hospitals
• B.J. Medical College, Asarwa
• Bhagyoday General Hospital
• Care Institute For Medical Science Hospital (CIMS Hospital)
• Eklavya Ayurved Multispeciality Panchkarma Centre, Naroda
• G.R.M.I and Rajasthan Hospitals, Shahibaug
• Gayatri Heart & Medical Hospital, Nava Vadaj
• GCRI, Ahmedabad
• GCS Hospital
• HCG Medisurge
• Kidneyline Kidney Hospital and Bodyline Hospital, Ellisbridge
• Krishna Heart Foundation
• Ladycare Women's Hospital and Childcare, Naranpura
• Lifecare Institute of Medical Sciences & Research, Khanpur
• Lifecare Institute of Medical Sciences & Research, Navrangpura
• Orlando Urologist Hospital
• Pramukh Swami Health Care and Research Center
• S.A.L. Hospital
• Samved Hospital, Navrangpura
• SamvedOrthopaedic Hospital, Navrangpura
• Sardar Patel Hospital
• Shalby Hospital
• Shivam Surgical Hospital, Kankariya, Maninagar
• Shri Kacchi Jain SevaSmaj Hospital
• Sindhu Hospital
• Sterling Hospital
• Thakershy Charitable Trust Hospital, KeshavBaug, IIM Ahmedabad
• V.S. Hospital and Sheth N.H.L Medical College, Ellisbridge
• Health & Care Physiotherapy Clinic, Gollimda, Khamasha
• Parekhs Hospital, Satellite
In Rajkot City
• B.T. Savani Kidney Hospital
• Dhakan Cardiac Hospital
• H. J. Doshi General Hospital
• N.M. Virani Wockhardt Hospital
• RanchhodDasbapa Eye Hospital
• Sadhu Vasvani General Hospital, Gaikwadi Plot
• Vachhrajani Hospital- Near Old Jagnath, College Wadi
In Vadodara City
• Bankers Heart Institute
• Baroda Heart Institute and Research Center
• Bhailal Amin General Hospital
• Dhiraj General Hospital
• ESIS General Hospital
• Global Hospital
• Guiding Hands
• Infectitious Disease Hospital
• Jamnabai Hospital
• Kailash Cancer Hospital & Research Center
• Kashiben Children Hospital
• Lady Pillar Hospital
• Maharani Shantadevi Hospital
• Metro Hospital
• Narhari Hospital
• Pramukh Swami Hospital
• Premdas-Jalaram Hospital
• Railway Hospital
• Sangam Hospital
• Shri Sayajirao General Hospital
• Shubchhechha Hospital
• Spandan Hospital
• Srushtil Hospital
• Sterling Hospital
• Vins Hospital
• Yogini Vasantidevi Hospital
• Life Care Hospital, Bodeli
In Surat City
• Aayush Doctor House
• Adventist Wockhardt Heart Hospital
• Anand Hospital, Nanpura
• Apple Hospital
• Ashaktashram Hospital
• Asutosh Hospital
• Banker's Heart Hospital (Prabhu General Hospital)
• Baps Pramukh Swami Hospital
• Bharat Cancer Hospital
• Bharti Maiya General Hospital
• Care Hospital
• Girish Group of Hospitals
• Hari Krishna Hospital
• Lockhat Hospital
• Mahavir Cardic Hospital
• Mahavir General Hospital
• Mahavir Super-Speciality Hospital
• Maskati Hospital
• Me & Mummy Hospital, Nanpura
• Me & Mummy Hospital, Varachha
• Metas Adventist Mission Hospital
• New Adarsh Hospital
• New Civil Hospital
• Nirali Radiation Center
• Nirmal Hospital
• P.P. Savani Cardiac & Multi-Speciality Hospital
• Pachhigar Homeopathic Hospital
• Param Doctor House
• Prannath Hospital
• Smimer Hospital
• Surat General Hospital
• Swami AtmanandSaraswatiAyurvedic Hospital
• Vankawala Children Hospital
• Varachha Doctor House
• Vasan Eye Care
4.4 Sampling Elements
This is the study related with effectiveness of various services provided by
multispecialty hospital. While deciding the elements of the sample is very conscious
decision. Those patients or their associated spend at least two days in multispecialty
hospital is the right person to give any opinion on such hospitals. Therefore patients or
associates avail services and facilities of multispecialty hospital consider as sampling
elements.
All those patients spend at least two days during the treatment are part of sampling
frame.
Selection of Sampling
It is very evitable from the exhaustive list of the multispecialty hospital that exclusive
list of sample frame is very difficult for any researcher. Therefore we have decided to
apply sampling methods. In this research we have applied qualitative sampling method
is canniness sampling techniques.
It is very difficult to take opinion of each of the persons part of sampling frame at the
same time we are looking for the opinion of only those patients or associated can
understand product service provided by such organizations. Therefore the while
framing the standard questionnaires we have pre define the criteria for the respondent
must be fall in AB category of social economic zone. This is very complex study
opinion of respondent can create impact on the analysis and result part. Therefore
while deciding the collection of data we have consider the various factor of sample
characteristics. The respondent must be educated at-least completes the graduation,
they must posse the AB category of socioeconomic class. The respondent or associate
who avail the services must be mature understand the importance of study and
accordingly give unbiased opinion regarding organizations. A part from the we also
consider the other demographic factors like income material status, gender,
occupation, geographic location while collecting data regarding the study of
multispecialty hospitals.
When we consider predefine criteria and entry barriers for respondent while selection
samples, we cannot apply any random sampling methods. Therefore we have decided
to apply convenience non random sampling methods. Convenience sampling us used
to derive information quickly inexpensively and desire data which relevant to study.
Convince research methods give freedom to research to collect the information from
the respondents, whom predefine or pre-determined by the researcher. When we
consider the study of multispecialty hospitals in which most of the factors and
characteristics of the samples are predefine convenience method is the most suitable
non-random sampling method for such studies to derive the appropriate analysis and
result.
Determination of sample size
The size of sample in any study is heavily dependent on the basic characteristics of
target population or sampling frame. That’s why sample size changes in different
study. The most common practices applied by researcher is decided the sample size
based on what was done by the researcher in similar studies carried by other
researchers. As we are aware that this very unique study and similar study is not
conducted by the researcher for various services provided by multispecialty hospital in
the state. We found some organizational study where perception related with the
specific organization / product or services are obtained and understand satisfaction
point of view of consumers.
We have considered the region researcher is major urban city of Gujarat and
considering the member of multispecialty hospitals in various cities. It would be seen
that higher the variability measured by the population standard deviations but
alternatively, we estimate the value from the sample standard deviation from the
sample data. Considering primary objective and secondary objectives of the research,
we have decided the most popular margin of error is 5% level of significance.
Once we are able to computer the estimate population standard deviation and level of
significance size of samples can be determined by the given formula.
� =��. �
�
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If we are putting the various value in given formula size of sample was approximately
n=422. We firmly believe that large sample size will definitely bring the good results
because then collected data will follow normal distributions. Considering the various
aspects of the study we have collected 622 samples from different region and from
different multispecialty hospitals. Out of 622 approximate 500 samples are valid and
fulfill the predefine criteria which decided to derive appropriate conclusions.
After deciding the sample size we have collected the sample from various place and
different multispecialty hospital. The different multispecialty hospital those patients
have taken treatment and spend at-least two days in such organization, information are
collected and with prior approval seating with patients and close associated, whom
experienced the facilities and services opinion are taken. We have consider the all
major multispecialty of the urban city, while collecting the information we also
consider the reputation and continuous number of the patients enrolled with particular
hospitals. Number of samples from the hospitals proportionality selected. Appropriate
sample selection is very challenging issue for any researcher.
We are determined to use SPSS (20) for the further analysis to achieve various
objective of the study. Whiling framing structured questionnaires. We have given
coding and scaling according the requirement of software. SPSS is the software which
is mainly use in any social science study. The latest version of SPSS (20) in which
most of statistical tools are available to analysis most off primary and secondary
objectives. Excel is software that we have used in analysis. This is one of the most
popular user friendly software used for the analysis. Moreover conversation of Excel
to SPSS or vice versa is possible.
Methodology Analysis
After collecting the sample data we need to concentrate on most tedious but very vital
is the enter data in the software. In the questionnaires, even minute information is
coded and scaled with the numeric numbers. Therefore data entry process becomes
very easier. Entire research analysis classified in four parts.
• Reliability – Normality –Testing
Any researcher this is one of the biggest challenge that whatever data collected
from the various predetermined or available resources is reliable or not. If the
data is relevant reliable then further appropriate research analysis is possible. If
any collected data is not reliable then further analysis and derive conclusions
are aimless and useless.
Questionnaire is classified in three parts, first part if related with demographics
issue, second part is entry restriction for those respondents are not suits for
purpose of our study and third part is very crucial, where we have identified
facilities and various services provided by multispecialty hospital. Each
services and facilities sub classified with four or five tasks which is required to
perform in the routine of multispecialty hospitals. Each task performed is
categories under the specific head of facilities and services.
Each task is properly five points scaled with category of excellent, very good,
good, average and poor with numeric coding 5, 4,3,2,1 respectively. We have
derived summated score for each facilities and services; we have also derived
the summated scores for overall satisfaction of the patients. To check the
reliability part, we have applied famous crone beach alpha reliability test for
each task for individuals as well as summated score for each facilities and
services. Once we realized the data fulfill the reliability test in each parameter
individuals as well as summated.
It is very important for any data; it must be reliable and should follow the
normal distributions. If any data follow normal distribution then and only
researcher can apply parametric test, we have check normality of data and
found that collected data follow normal distributions.
• Descriptive Analysis
Once we check reliability and normality of the data then we more to second
stage analysis. We want to understand the various information of demographic
factor like age, gender, marital status, income, occupations. We have identify
the frequencies of each demographic category in classify in different zone
coded with numeric value.
We have also concentrated in various descriptive measurement considering
objective of the study we have decided the popular descriptive value like mean,
standard deviation, various, range and also derived the value of kurtosis. We
have derived the value of all mention descriptive parameter for each question
as well as for summated scores for each facilities as well as services provided
by multispecialty hospitals
1.5 Various test of Hypothesis
Inferential analysis is heart of any research to derive appropriate conclusions.
Inferential analysis is very much depends on testing of hypothesis; it is most
suitable options where we can apply parametric and non-parametric testing.
Our data which is coded with numeric values consider as quantitative
information.
When we already checked the normality of the data, we apply parametric test
to achieve primary and secondary objectives.
a. We have apply Chie square test to check the association between
age group and critical disease we also applied Chie square test to
check the association between income of the respondent and
suffering from critical disease.
b. We have also derived the difference between gender [male /
female] and summated scores of various services / provided by
super consultant and medical officer.
c. We have also apply the tools like and way ANOVAs, two way
ANOVAs and proportion test for two large sample to achieve the
motive of the study
• Correlation Analysis and Conjoint / Discriminant Analysis
This is the most crucial analysis of analysis the research. We have identified
nine factors which related with facility and services of multispecialty hospitals.
This nine head is subdivided under the small task which is performed with
machines by human beings. We have found the summated score for each value
and find out the correlation, coefficient for each factor. We have design
bivariate model for each factors in raw as well as column. We have established
interrelationship for each services, correlation, coefficient of each factor and
each services. Any researcher can understand and interpret the interrelationship
among the various facilities and services.
Once we establish the correlation coefficient among the facilities and services
then we focused on the heart of the topics is patient satisfaction. The level of
patient’s satisfaction is depended by the various facilities and effectiveness of
product. This is the case where number of facilities and effectiveness of
services combined influence the factor call patient satisfaction. This is the case
where we supposed to understand and find the value of combined influence as
well as individual impact of each factor which directly associated with patient
satisfactions. We have decided to apply tools multiple regression. Even more
specifically apply discrimination analysis with this model we can derive desire
results.
We have studied various organization and structure different multispecialty
hospitals and identify the various facilities, product different services.
A. Core Medical Services
a. Consultant Advices (CA)
b. Medical Officer (MO)
c. Paramedical Staff / Nursing Station (PS)
B. Other Service (Supportive)
a. Hospital Analysis (HA)
b. Cafeteria / Food (CF)
c. House Keeping / security / Linen / Laundry (HKSLL)
C. Other Factor
a. Admission Process (AP)
b. Discharging Process (D+P)
c. Infrastructure Facility (IF)
d. Billings and Others thinness (BO)
There for patient satisfaction is dependent effectiveness and level of services. We have
applied multiple regression models and develop model between patient satisfaction
and various services provided by multispecialty hospital.
Y=β0+β1(CA) +β2(MO) +β3(PS) +β4(HA) +β5(CF) +β6(HKSLL) +β7(AD) +β8(IF)
+β9(BO)+β10(DP)+ε
Y = Patient Satisfaction
β0 = Constant
ε = Corresponds to error term
β1, β2,…………β10, are regression coefficients of various services. We can find
individual as well as combined influence of each parameter can derive the impact each
one of them on patient satisfactions.
From the above analysis and hypothesis testing we will identify some factors which is
directly associate with patients satisfactions, we can also derive satisfaction quotient
for each multispecialty hospital.