GSCC

RSET'S

Ghanshyamdas Saraf College of arts & commerce

EDUCATION EMPOWERS

Re-accredited by NAAC with "A" Grade

Inter-Disciplinary National Conference on

RECENT TRENDs IN DIGITAL EMPOWERMENT IN EMERGING ECONOMIES

Jointly organised by Self-Financing Department and 1QAC Cell

on

Thursday, 8" December 2016

Venue: VOLUME. NO. 1 Durgadevi Saraf Hall, Ghanshyamdas Saraf College,

RSET Campus, S.V. Road, Malad (West). ISBN NO. 978-81-933083-4-9

21 E-Banking : By Lower Income Group

M-Commerce in India: Emerging Trends Issues and Challenges

Mrs. Aarti Ganesh Borkar

Archana Mainkar

22

Green Marketing A Strategy for Survival and Growth

Dr. Dilip B. Bhanagade, Prof. Deepa Shivaji Jamindar Recent Trends in Digital Empowerment Amongst Young Entrepreneurs in Small and Medium Enterprises

Ms. Kavita Shah Emerginggrowth and Challenges Of M Commerce: An lndian Perspective Prof. Megha.K.KhedekarE-Commerce In India: Scope, Challenges & Future Rashmi Jijish Karanath Mystery Shoppers: Issues & Challenges Mrs. Sonali Prajapati Mobile Learning: A New Tool For Learning Trupti Mistry A Study On Innovations in Retail Marketing Prof. Kiran Singh_ Factors Affecting Patients Decision in Selecting Private Hospitals Ms. Jharna .K. Tolani Digital Empowerment through Open Source Technologies for Management o

Diabetes

23

24

11 25

26

125 | 27

130 28

134 29

139 30

143 31

149 Prof. Smruti P. Borkar32 Scope of Information and Communication Technologies (ICTS) and Software "

Teaching and Learning Mathematics Prof. Rajshree C. Dakhane Digital Publishing and Copyright Issues Deeya Nambiar Pradhan Mantri Jan-Dhan Yojana A Step Towards Financial Inclusion. Mohammad Haroon Cyber Crime Dr (CA) Jayant Apte, CA Ashwat R Desai Cyber Crime of Data Theft: A Challenge Before Digitalizatlo Dr.Nemi Chand Golia

155 33

160 34

165 35

171 36

175 37

AQuantitative Study on the Paradigm Shift in Usage ol Dig*

over Print among the Youths of Western Suburbs in

Rimma Quadros A Study of Educational Loans Grant Palghar District. Mrs. Evonne Jagdish Sakhrani

180

nt e of Digital News 38

ern Suburbs in Mumbai 186 0ans Granted by Selected Banks in Vasai Region of 39

A Study of Corporate Governance and Risk Mana Mrs. Rashmi V Shetty, Ajitkumar Yadav Cab

Aggregation Industry in Indiaa Ola ViS Uber- A Case Study Dr.Sussmitadaxini, Dinti

193 -

vernance and Risk Manageme 40

anagement in Insurance Sect 198

arv National Conference on "Recent Trends in Digital Empowerme Economies" 8 December, 2016, ISBN No. 978-81-933083-4-9 Emerging Inter-L

ACTORS AFFECTING PATIENTS DECISION IN SELECTING PRIVATE HOSPITALLS

MS. JHARNA .K. TOLANI ASSISTANT PROFESSORR

PM's K.G. Joshi College of Arts and N.G. Bedekar College of Commerce, Thane Email: jharnatolani@yahoo.con Mobile No.: 9960109787

ABSTRACT

Health is one of primary asset of human beimg. Due to changing lime and meaning of modernisation

human beings are more likely to get prone to certain not so known and navoidable diseases. This

leads to increasing importance of Hospitals, as they serve people in their difficult health situations

Hospital services in form of treatments try to shift the person from their worst moments of life towards

a healthy society. In this context it is important that the individual shondd be careful while cho0sing

any hospital for the treament. It is important that they should identify those key factors which are inportani for them while choosing a hospital. The present study is hased on factors which affect the

decision of patients or their family members in selecting a particular private hospital. Private

hospitals are considered in this study because of their variety and qualitative services. n this case

people have lot of choice due to the large nmumber of private hospitals and choosing the best one

which suits the key reasons of patient. This paper tries to exrplore various fuctors which could affecet

the decision of patient to choose any private hospitals which could be near to esvidence, cost, phvsie

Cvironment or availability of medical professionals. Sample size taken in the study constitues of 0

espondenis and 10 major factors are considered to choose any hospital. 1here could be many other

Juctos Dut to limit the study only 10 factors are considered. The descriptive analysis techmgue 1s

ed to dentify importance of selected key factor/s for choosing certain private hospital

KEYWORDS: Hospital; Private Hospital; Patient's Decision

INTRODUCTION

C in market it is important for the hospitals today to identity those tactor s whct e

Cd by consumers. No doubt hospitals are one of the inportant orgni2ats

t cce

Ep betWeen ame

their satisfaction programs and acceptance

of the paticnts. This is

beause iticats

s COjected to various issucs like cost,

Icamess,

cncgeny,

nleial ta Tlit tes, ct

I is important that hospit

ices of the consumers are also innportant. It is nccessary for the hosput.als to stua

the

Other and they are very sensitve

towards them

Thee s ustunt o deep ieaitot

t paticnts it

the for choosing any hospitals alc

not nct t s i tee

prcssurcd needs of over

pressurcd patients. PretercNe ot on paticnt h4y be

filteret

tudestanf

thOse tactors

att spitals

should keep on odifying

themselves, thcn

objectiNCs,gntls aind nussi1

no order

YCl in order to respond well to the needs of patiCls

us studies have been

conducted factos

alfecting

Patients

Decison i

Selecting

tfospitals xux

ot the studies are as follows

REVIEW OF LITERATURE

143 RSET'S

Ghanshyamdas

Saraf College

of Arts & Commerce,

Malad (W) Mumbat

Inter-Disciplinary National Conference on "Recent Trends in Digital Empowerment i

Economies" 8th December, 2016, ISBN No. 978-81-933083-4-9 n merging ributes to health care services at hospitals in Amhara Region, northern Ethiopia: a dise Clated

stage, in the

choice

'Berhane and Enquselassie (2015) made a study entitled "Patients preferences for attri

stratified. and systematic sampling of patients who visited the hospitals. Attributes incluud.

ability,

experiment". A stated-prcference discrete choice experiment survey was performed in

continuity of care, and diagnostic facilities. The results of the study showed that different hoc

also

study were waiting time, physician communication, nursing communication, drug

different hospital's attributes had a significant and different infuence on patients' choice of hospital. The study ed elat

informed about patients' preferences and the trade-offs among different possible process-relat od attributes.

Dubey and Sharma (2013) in a study entitled "Factors affecting choice of hospital services in Bilaspur city" examines 17 different variables in order to find out the important factors

which are important for patients while choosing any hospital in bilaspur city. Sample size taken in the

study constituted 156 respondents. Factor analysis technique was used to identify the key components

which play a significant role in consumer decision making process. Nearness to house, advertisement, publicity. approach of doctors towards patients, confidentiality and availability of medicines played

mportant role whereas name, refrences, computerized systems and availability of ATMs inside the

hospitais had little significance in patient's choice criteria. Jannati A et.al,(2013) made the study on "

A Survey of Factors Affecting Patient's Deciston

Selecting Governmental and Private Hospitals in Tabriz, Iran". Their findings showed that there wci

various factors affecting the Iranian patients' decision to select a hospital like patient s Te tive a

hosprtal employee, services of hospitals , cost of hospital services , income of patients , type ol health

insurance. education with hospital experts. They have highlighted on providing educationn atients

by hospial staff. They also revealed that certain hospitals have deficiency in educating pane nts.

xtalr ald

nyuselassie.(2015)."Patients' preferences for attributes related to n

H3uiait Andara Region, northeru Fthiopia: a discrete clhoice experiment, DOve

lth care services

, Dove Medical Pre

lospital Service In Bilaspt spur Juitdati A

Buht n MA Ghokcudeh M, Ali:adeh, ; Khodayari .M.I.

Aletin 1' attenis lt ision in Selee tng, (uvunental und Private Hospitals l

iungitality21 so 4172/2124 8807 10001 10 13) A Survey of Fac

wism

in Tabriz, Iran. RSETS Ghanshyamdas Saraf College of Au

Inter-Disciplinary National Conference on "Recent Trends in Digital Empow Singh and Shah (2011) made a study entitled "Cu

Economies" 8" December, 2016, ISBN No. 978-81-933083-4-9 nt in Emerging

ed

Customer's preference for selectin the study was to test the proportion of patients willing to

ibutes for treatment. It also explored the factors

preference for a private hospital. Data was collected through sche

ice

te hospital

a study in Manipur". The particu icular hospital is same across all the attribu

he ty,

significant role in customer three biggest nulti-specialty private hospitals of Manipur (lndia) Manipur (ndia). Cochran's Q test was used to test

eek a particular hospital is same across all the attributes

l's

whether the proportion of patients willing to seel for treatment. The results of the study showed availability o infrastructure consideration of the hospitals are the dominant reason for the choice of the hospitals by

lso ted

of specialists doctors and surgeons and

the patients and patients have ditferent reasons and preferences in choosing a hospital Yaghoubi M et.al,(2010) in their Choosing a Hospital Based on the Mix Marketing Components in Isfahan", Iran made a cross-

sectional study where 350 patients were selected from Isfahan' s hospitals based on random sampling

Data was collected by using a questionnaire including the mix marketing components. The results

showed that staff, their services and cost are the important factors whereas location was the least

important factors for the patients for selecting any hospital.

ors

study entitled "Factors Affecting Patient's Preference in

the nts ent,

yed the

OBJECTIVE OF THE STUDY The paper intends to find out the patients priority in choosing a private hospital for their treatment.

This priority is studied on the basis of certain selected factors.

in

ere e as

METHODOLOGYealth ents

Data has been collected through questionnaire from the sample of 30 respondents. The demographic

profiles of the respondents are given in table 1 and table 2. The profiles of the respondents were taken

On

Cnaracteristics like age, gender, occupation, education and monthly income. The occupation were

Categorized into government service, housewife, private employee, retired, self-employed and student.

aucation was grouped into 3 categories undergraduate, graduate and post graduate. Income was

avided in 4 categories that are Less than 10,000; 10,000-20,000; more than 20,000 and none.

Table 1: Respondents Age Details

ces at

Sr.no.

Min Max

td. 9

Mean Median Mode

01

24 19

31.2 28

ingh, R. G. and Shah, M. D. 2011), *

Customer's Preference For Selecting Privale tlospital: a Study n

Manipur" Managem Coverage, 2(2), pp.41-50

city"

Javadi, M. (2011) *Factors Alfecting Patient's Peelerence un

aghoubi,M., Agharahimi, Z. , Karimi, S. Choosin a Hospital Based

actors

on the Mix Marketing Components in Istfahan", Hakium lHealth Systeus Research

Sm Res

Journal,14(2).pp. 106-114

145

RSET'S Ghanshyamdas Saraf College of Arts & Commerce, Malad (w) Mumba

Inter-Disciplinary National

Conference on

"Recent

Trends

in DI

Total

3-4-9

Economies"8"

December,

2016,

ISBN

No.

978-81-933083

Percentage

Table 2:

Other

demographic

details:

Respondents

Category

46.67 Sr.no. 14

Male 53.33 16 Gender

Female

3.33 Government Service 01

14 Occupation: 46.67

Private Employee 23.34

07 Self Employed

3.33 01

Retired

01 3.33 House Wife

06 20 Student

3. Education: Undergraduate 03 10

Graduate 17 56.67

Post Graduate 10 33.33

4. Monthly income: Less than 10,000 05 16.67

10,000-20,000 05 16.67

More than 20,000 16 53.33

None of thhe above 04 13.33

FACIORS AFYECTING PATIENT"'S DECISION IN SELECTING PRIA he respoidents have been asked questions on various lactors that aftect

private hospilal. Ihe lacurs considered in this study includes near to re>i

physical environmnent, availability of specialist doctors, patient's urgeney,

staff, referred by consulted doctor, waiting time, management o

adsninistrative and discharge procedure. The questionnaire was in the for

the figure assigned for alwuys , 4 foroften ,3 for sometimes , 2 for ru

PRIVATE HOSPITAL

laciors that affect their decision Sele

Consideratio

nsi veness of hos

laints ,conv venier

the form of rating RSET S

Ghanshyamdas Saraf Collepa si

The

I for ever

Economi 1-933083-4-9 ETBn8

respond

were given frec e oiven freedom to choose any of them. The descriptive analvsi techniqu

identity importance of selected key fact hoosing certain private hospital. used to 1S

ative analysis of the factors alfecting patient's decision in selectingr 1g private hospitals:

Sr.no Factors Mean Standard

deviation 01 Near to residence 3.40 1.10

02 Cost Consideratioon 3.17 1.21

03 Physical Environment 4.17 1.15

04 Availability of specialist doctors 4.03 1.00

and surgeons

05 Patient's Urgency 3.70 1.06

06 Responsiveness Of Hospital 3.77 1.01

Staff

07 Referred By Consulted Doctor 3.53 1.04

08 Waiting Time 3.20 0.92

09 Management Of Complaints 3.27 1.05

10 Convenient Administrative And 3.23 1.01

Discharge Procedure

ponaents gave different rating to different factors on the scale of 5. Physical environment that are

Caniiness of rooms and toilets/bathrooms, quietness/restfulness, quality, temperature and quantity ot

OIS ke patient's urgency and responsiveness of hospital staff' are given importance. Ihese

O11owed by reference by cousulted doctor, near to residenee, management ot complainis,

d availability of doctors and surgeons are given maximum importance. Whereas ater that

ronment and availability of doctors and surgeons

are having dominating position when it

COmes to making decision in selecting privale hospitai.

Ct administrative and discharge procedure, waiting time and cost consIderation. t hererore

ds analysed various factors

whicli can sonnewlere

becoe the reason

tor choosing any

espondents have

treated he lactors il a ditlerent

manncr

when t comes to CONCLUSION

hospital. It could be helpful for the health and

medical care

providers to identity

those reasoIs

and private spital.Different res rating. This could

study is an altemp

** wnch could improve

their care and

relationship

towards patients.

l is inpotant for

health

factors POviders

to understand

the gap between

their services

and preference

of palients

COuld be due to their demographic

reasons,

experiencesand

certan undetined

SSues. This

dtempt to find how far cach factor can

intluence the

decision ot the patient to choose any

uamdas Saraf College

of Arts & Commerce,

Malad (W) Mumbai

147

Trends in Digital Empowerment in Emerging -81-933083-4-9

inter-Disciplinary

National

Conference

on "Recent

Trends in Digit:

Economies"8

December, 2016,

ISBN No. 978-81-933083-4

REFERENCE

Berhanc. A. and Enquselassie,F. (2015) , "Patients prererences for attributes relatod

health care services at hospitals in Amhara Kegion, northern Ethiopia: a discrete ohe.

experiment". Dove Medical Press Lid., 9 ,pp.1293-1301

2 Dubey. P. and Sharma, S. K. (2013), "Factors Affecting Choice Of Hospital Services

Bilaspur city", Abhinav Journal ,2, pp.98-104 Jannati, 4: Bahrami, MA. ; Gholizadeh M.; Alizadeh, L.; Khodayari ,M.T. (2013) A Sure of Factors Afecting Paticnts Decision in Selecting Governmental and Private Hospitals Tabrie. Iran. J Tourism Res Hospitality 2:1. doi:10.4172/2324-8807.1 000110

Singh. R. G. and Shah, M. D. (2011), " Customer' s Preference For Selecting Prv Hospital: a Study in Manipur" ,Management Coverage, 2(2), pp.41-50 SYaghoubi.M.:Agharahimi, Z. ; Karimi, S. ; Javadi, M. (2011) "Factors Atfecting Pauc. Preference in Choosing a Hospital Based on the Mix Marketing Components in 1sa

ahan Hakam Health Systems Research Journal,14(2),.pp. 106-114

choe