Sunil Project Religare

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Declaration from the Student

This is to certify that I have completed the Project titled “MARKET RESEARCH FOR

HEALTHCARE INFORMATION SERVICES of Religare’s New Health Service

Health line 24x7” under the guidance of “Mr . R. K Mohanthi” (company guide) and

Prof. Rahul (college guide) in partial fulfillment of the requirement for the award of

Master of business administration. This is an original piece of work & I have not submitted it

earlier elsewhere.

Date: Signature:

Place: Jamshedpur Name: SUNIL KUMAR

Session:2010-2012

Reg. No. :MBA29986/2010

Roll No. :10MBA210023101

Netaji Subhas Institute of Business Management, Jamshedpur

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Certificate from Company/ Organization


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Certificate from Guide

This is to certify that the project entitled “MARKET RESEARCH FOR HEALTHCARE

INFORMATION SERVICES” submitted by Mr. SUNIL KUMAR bearing Registration


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no. – MBA29986/2010, Roll no. – 10MBA210023101, Session – (2010 – 2012) as a partial

fulfillment of the requirement of Master of Business Administration (MBA) is an authentic

work carried out by him at Religare Technologies under my supervision.

The matter presented in this project work has not been submitted earlier for the award of any

degree or diploma to the best of my knowledge and belief.

Place : Jamshedpur Prof. Rahul

Date : (Faculty Member)

NSIBM, Jamshedpur

Acknowledgement

I wish to place on record my deep sense of gratitude to (RELIGARE TECHNOLOGIES),

for providing me an opportunity to take up this project and giving me a platform which is the

first step of my professional career.


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A successful project can never be prepared by the single efforts of the person to whom

project is assigned, but it also demand the help and guardianship of some conversant person

who helped the undersigned actively or passively in the completion of successful project. I

did my summer project for six weeks in the Delhi NCR.

At the point of submission of this report, I feel honored to be associated with the leading key

maker of the world, with one of its Branches located at NOIDA. It was a great experience

staying with RELIGARE TECHNOLOGIES. (The Healthline 24x7). I come to know

about many aspects of this profession.

'To initiate with anything I would like to record my sincere thanks to Mr. R.K.MOHANTY

(senior executive South Delhi location) to give me an opportunity to work as trainee in the

organization, at Noida unit.

I would also like to extend my thanks to Mr. Kushal Soni (sales head Delhi NCR) who

spared valuable time from their busy schedule to guide me on certain occasions white my

project work was in progress.

Finally, I give my sincere thanks to all the members of The Religare Technologies, Noida

and my respected Faculty members who helped me and motivated me for preparing

this project.

Place : Jamshedpur Sunil Kumar

Date :


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Chapter Scheme

Chapter Contents Page No.Chapter – 1 Introduction 7-8

a. Company Profile 10-16b. Objectives of the study 09

Chapter – 2 Research Methodology 17-19a. Sources of datab. Sample Sizec. Methods of data collectiond. Instrument Usede. Statistical tools & techniques of analyses

Chapter – 3 Data Analyses 20-52Chapter – 4 Result & Interpretation (Findings) 53-56Chapter – 5 Limitations of The Study 57-58Chapter – 6 Conclusion 59-60Chapter – 7 Suggestions / Recommendations 61-62Chapter – 8 Bibliography 63-64Chapter – 9 Annexure 65

a. Questionnaires 66


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Executive Summary

This project is on “MARKET RESEARCH FOR HEALTHCARE INFORMATION

SERVICES of Religare Technologies Health Care in the market of Delhi” I have

attempted to study the healthcare sector in India that is currently passing through an exciting

and challenging phase. The basic aim is to do a study of the healthcare services in different

location of Delhi NCR companies with focus on to get more numbers of stakeholders to get

healthline 24x7 service.

Further the project attempts to analyze the factors that influence the choice of the customer’s

healthcare services products of different companies.

The study involve a survey of several respondents using voice and web as the research

instrument augmented with informal interviews of the customers and also make through use

of information available on the internet.

A part of the project report also dealt with understanding the behavioral aspect of the

consumer and some doubt regarding financial paper and trying to give some guide line

regarding that.


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CHAPTER – 1

INTRODUCTION

COMPANY PROFILE

OBJECTIVE OF THE STUDY


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INTRODUCTION

Healthcare sector in INDIA is not really organized. In foreign countries healthcare sector is

very well organized leading to a satisfactory and healthy life of the people. But in the present

times, INDIA is also feeling a dire need of a proper healthcare system which can guide

people about the proper direction to live a healthy life.

Now a days, people are well educated and are very conscious about their health. According to

a study, 70% of the educated people know how to use internet for fulfilling their needs.

People take their health very seriously these days and are using the internet for their health

needs. So, Religare Health understood this need of people wanting a platform to solve their

health related problems in an efficient and organized way.

In this research report, I have attempted to study the scope and acceptance of the health

information system developed by Religare Health through understanding the Indian health

care market and interpreting the views and opinions of the doctors and the people about the

service being offered to them. The research is about how the people respond to such a

service. What are their views about the launch of such a service. Can they add their Views

which the company can use for the betterment of the service. On the other hand what Doctors

think about this service. Do they think this kind of service will be beneficial to them Or

public. Do they think that such type of service can bring a reform in healthcare sector in

INDIA.


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OBJECTIVE OF THE STUDY

Whether the idea of providing the health information with ease, will succeed or fail? The

primary objective behind the study is to find out the acceptance of the service in the market.

The Research project has been carried out to aid Religare Health, in offering services that the

customer needs and to suggest ways in order to capitalize the market in an efficient manner.

The other objectives are:

a) Scope of Electronic Health Records among people.

b) Acceptance of Electronic Health Records among people.

c) Analysis of factors determining the variation in consultation fees among the doctors.

d) Analysis of factors determining the variations hospital admission charges, operative

procedure charges, lab test charges etc.

e) Customers’ requirement for constant updating on the latest medical facts.


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COMPANY PROFILE

About the Company:

Introduction:

Religare Technova Limited is the holding company for the IT business of a large diversified

Indian transnational business group. The group pursues aggressive business interests globally

in Financial Services (Religare Enterprises), Health Care (Fortis HealthCare), Wellness

(Religare Wellness, formerly Fortis HealthWorld), Diagnostics (Super Religare Laboratories,

formerly SRL Ranbaxy) and Aviation and Travel (Religare Voyages).

The offerings of the company are divided into Products and Services. The Religare Technova

umbrella includes Religare Technova Global Solutions (formerly Asian CERC Information

Technology Ltd and Capital Market Solutions Pty Ltd), a global leader in providing

Enterprise Software Solutions to the Capital and Financial markets; Religare Technova IT

Services Limited, which provides Enterprise IT Solutions and Religare Technova Business

Intellect Ltd, which provides Knowledge Management Solutions.

Currently with over 2000 employees and presence in over 10 countries, Religare Technova is

poised to be a leader in the global IT space. Religare Technova focuses on clients in key

verticals such as Banking and Financial Services, Insurance, Capital Markets and Health

Sciences (Healthcare and Pharmaceuticals).

Philosophy

Vision: "To build a globally scalable business of excellence in the IT domain".

Mission: “To institutionalize and put into place, processes that shall enable the

organization to achieve leadership position in the IT domain and to develop, build and

nurture high quality client relationships backed by diligence, ethics and values”.


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Identity:

Religare is a Latin word that translates as ‘to bind together’. This reflects the

integrated nature of the services the company offers. The name is paired with

the symbol of a four-leaf clover, a rare mutation of the common three-leaf

clover. “HOPE-TRUST-CARE-GOOD FORTUNE”, are all elements that perfectly combine the

emblematic and rare, four-leaf clover to visually symbolize the values that bind together

and form the core of the Religare vision.

Technova has been chosen to represent the company’s commitment to innovation and

excellence in the technology business. This name has been chosen to reflect the integrated

nature of the services that the company offers as well as the partnership model it follows.

The symbol of Religare Technova circle stands for balance and synchronization

and our commitment to quality and wholeness. It represents the tradition of

incorporating different ideas and solving complex problems. The symbol

represents complete customer centricity and our aim of insulating our customers from

environmental risks.

Leadership

Mr. Sunil Godhwani, Chairman and Managing Director, Religare Enterprises Limited, is the

driving force behind the company. A man with a vision to create a global business of

excellence, he is the inspiration to all as he spearheads the company’s management and

global operations; strategizing and directing it through its next phase of growth.

Mr. Padam Bahl, Mr. Vikram Sahgal, Dr. Preetinder Singh Joshi, Maninder Singh Grewal, Mr.

Harpal Singh, Mr. J W Balani and Ms. Sunita Naidoo are other Director of Board.While Mr.

Maninder Singh Grewal (MD), Mr. Sanjay Padode (CEO) and Mr. Ralph Horne (CEO) forms

a management team.


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Location

The office of Religare Technova Ltd is located at:

A-3,A-4,A-5, Plot No. 11, GYS Global,

Sector - 125 Noida,

Uttar Pradesh - 201301, India

Phone:- +91-120-339-1000 Email us at: - [email protected]

Other Groups –

Religare Enterprises Limited is a global financial services group with a presence across Asia,

Africa, Middle East, Europe and the Americas. In India, Religare’s largest market, the group

offers a wide array of products and services ranging from insurance, asset management,

broking and lending solutions to investment banking and wealth management. The group has

also pioneered the concept of investments in alternative asset classes such as arts and films.

With over 10,000 employees across multiple geographies, Religare serves over a million

clients, including corporates and institutions, high net worth families and individuals, and

retail investors.

Fortis Healthcare Limited, established in 1996 was founded on the vision of creating an

integrated healthcare delivery system. With 22 hospitals in India, including multi-specialty &

super specialty centres, the management is aggressively working towards taking this number

to a significant level in the next few years to provide quality healthcare facilities and services

across the nation.

Super Religare Laboratories Limited (formerly SRL Ranbaxy) within 11 years of

inception has become the largest Pathological Laboratory network in South Asia. It started a

revolution in diagnostic services in India by ushering in the most specialized technologies,

backed by innovation and diligence. The current footprint extends well beyond India in the

Middle East and parts of Europe.


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Religare Wellness Limited (formerly Fortis Healthworld) is one of the leading players in the

wellness retail space with a footprint of 100 stores across India. The group envisages setting

up a pan India world class retail network of wellness stores that would provide

comprehensive solutions under one roof.

The group also operates in the domain of integrated Air Charter and Travel, anchored under

the holding company Religare Voyages Ltd. The Air Charter business is one of the largest

in the non-scheduled space in the country with its own top-of-the-line fleet that comprises

jets, helicopters and turbo props. The travel business is duly accredited for complete

management of both in-bound and out-bound domestic and international travel.


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About the Topic

Religare Health, an initiative of Religare Technova Limited, is developing a healthcare

portal. HealthLine 24x7 is a one-stop destination for in-depth and exhaustive patient centric

information on healthcare. It is committed to empower the consumer with the right health

information, enabling them to make informed choices.

HealthLine 24x7 - the one and only place for reliable relevant and complete health

Information. It is just a call or click away. (Call it on 33006666 or reach us

at www.healthline 24x7.com )

HEALTHLINE 24X7 is a platform which is not only allowing a Live interaction between

Doctors and Patients over Internet but will also provide other value added services like

maintaining electronic health records, online appointment scheduling, online payments and

many more.

“ Search Compare Evaluate Select ”

At Health Line 24x7, the consumer can search a comprehensive database of all the

healthcare service providers listed from across the five metros. These healthcare service

providers have been categorized on basis of various parameters of consumer’s choice to

make things easier. This categorization will help you to compare and evaluate the healthcare

service provider not only on the criteria of location and specialization but also on other

benchmarks like- experience level, education details, fee, timing, emergency handling, home

visit, awards won, etc. Our aim is to help you select the most suitable healthcare service

provider. HealthLine 24x7’s work does not end with the search; we even have the facility to

schedule appointment of the healthcare practitioner for you.

HEALTHLINE 24X7 is built with the vision to help patients get "the right quality of

healthcare services, at the right time". Its main objective is to allow public to make an

"informed choice" by helping them to view details of the doctors and the hospitals before

visiting them. HEALTHLINE 24X7 will be instrumental in reducing the information

asymmetry that is prevailing in the healthcare sector by making all the relevant facts

accessible in real-time basis.


http://healthline24x7.com/

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Feeling completely clueless about a disease!

HealthLine 24x7 has compiled an exhaustive list of diseases complete with their causes,

symptoms, diagnosis, treatment and alternative remedies. This information will make

common man understand the disease better and manage and monitor it more efficiently and

effectively.

Symptom-to-disease-to-specialist

Let it know the symptoms and it will not only help to identify the possible causative diseases

but also assist in locating the right specialist. The dedicated and qualified team is available

round the clock, ready to address any health query.

Robust information on all medicines

HealthLine24x7 provides robust information on all medicines categorized by pharmacology

- action time, common dosage, what to do in a missed dose, over dose, precaution during

pregnancy, for kids and for old age, side effects, used to treat diseases, price comparisons by

various manufactures, availability in locations, brands available, substitutes or alternatives,

etc.

Religare’s initiative, a healthcare portal, can also cater to the need of international patients

who want to get their treatment done in India in a cost-effective, safe and hygienic manner.

Hundreds of domestic/international patients are expected to be benefitted from Religare

Health by means of live assistance, "Ask our Experts" service and phone based directory

services which come at absolutely free-of-cost to the users.


6Netaji Subhas Institute of Business Management, Jamshedpur



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CHAPTER – 2

RESEARCH METHODOLOGY

SOURCE OF DATA

SAMPLE SIZE

METHOD OF DATA COLLECTION

INSTRUMENT USED

STATISTICAL TOOLS AND TECHNIQUES OF

ANALYSIS


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METHODOLOGY

Research Design

Research design depends on the nature or the type of research involved. The type of research

can be of exploratory, descriptive or causal in nature.

Type of Research

The primary objective of the study is to find out the acceptance of the Healthcare Information

System in the market and understanding the behavior of the consumers towards it. So,

descriptive research is most suitable for the project as the objective of descriptive research is

to describe things, such as the market potential for product/services or the demographics and

attitudes of consumers who buy the product/services.

Population/Universe

The target audience comprises of all the stakeholders in healthcare sector i.e. Doctors, Path

Labs, Radiology Labs, Pharmacists, Opticians, Hospitals & Nursing Homes/Clinics and

Consumers of the service in West Delhi Region.

Sample Size

In order to understand the behavior of the population defined above, a sample of 100 has

been taken for the study. This sample size is further divided into:

a) 70 Customers and

b) 30 Doctors.

Sampling Technique

Non probability sampling has been used in order to draw the sample from that part of

population which is close to hand. The reason behind Judgmental and convenience sampling

is that it is readily available and convenient for selecting the sample population.


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Data Collection

Primary and Secondary data

The research consists of the application of both primary and secondary data. Primary data

was collected through a questionnaire specially designed for doctors and consumers. The

secondary data was collected through websites and from various journals and magazines.

Instruments for Data Collection

The data was collected through:

a) Forms designed specifically for Doctors, Pharmacists, Diagnostics Labs, Opticians

and Hospitals & Nursing Homes/Clinics, by the company for the purpose of creating

the database for Healthcare Information System, and

b) A questionnaire was also designed by especially for Doctors and Consumers, in order

to understand their behavior towards the service. The questionnaire is designed with

the view of knowing the level of willingness in the people to really use this service

and to know the views of the doctors about this service and acknowledge their

valuable suggestions to make this service successful.

Method for Data Collection

Field work in terms of going to doctors and making them fill up the questionnaires, then

explaining them the service and taking their feedbacks on the prospects of the business.

People were also made to fill up the questionnaires to evaluate their response for this service

in the locality assigned to me by the company i.e. areas of West Delhi.


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CHAPTER – 3

DATA ANALYSIS

GRAPHIC REPRESENTATION


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DATA ANALYSIS

Public’s Opinion

1. Gender: Based on Gender

Table No. 1- Respondent's Gender

Frequency Percent Valid Percent Cumulative Percent

Female 32 45.7 45.7 45.7

Male 38 54.3 54.3 100.0

Total 70 100.0 100.0

Chart No. 1

Summary:

Out of the 70 Respondents: 46% of the population comprises of females and 54% are males.


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2. Age: Based on Age

Table No. 2 Respondent's Age


18-25 years 39 55.7 55.7 55.7

26-35 years 14 20.0 20.0 75.7

36-45 years 11 15.7 15.7 91.4

46-60 years 6 8.6 8.6 100.0

Total 70 100.0 100.0

Chart No.2

Summary:

Out of the 30 respondents:

56% of sample represented by age group 18-25 years,

20% by age group 26-35 years,


8% by age group 46-60 years, and

0% represented by age group 60 & above.


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Q1. Do you have an internet facility at your Home/Office/Clinic?

Table No. 3 Access to Internet Facility


Yes 58 82.9 82.9 82.9

No 12 17.1 17.1 100.0

Total 70 100.0 100.0

Chart No. 3

Summary:

Bases on the survey conducted, 83% of the population have an access to internet facility.


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Q2. According to you RELIGARE TECHNOLOGIES is into:

Table No. 4 People’s Perception about Religare Technologies

Frequency Percent Valid PercentCumulative Percent

Financial Services 15 21.4 21.4 21.4

Global IT Services 2 2.9 2.9 24.3

Healthcare 12 17.1 17.1 41.4

Never Heard Before 31 44.3 44.3 85.7

Financial Services & Healthcare

9 12.9 12.9 98.6

Financial Services & Global IT Services

1 1.4 1.4 100.0

Total 70 100.0 100.0

Chart No. 4

Summary:

Majority of the population are not aware of Religare Technologies and those who are aware,

are mostly confined to Financial & Healthcare Sector.


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Q3. What will you prefer to have an access to Medical Information with ease?

Table No. 5 Preference


Website 45 64.3 64.3 64.3

Over Phone (Voice) 25 35.7 35.7 100.0

Total 70 100.0 100.0

Chart No. 5

Summary:

Majority of respondents prefer website over phone, in order to access to medical information

with ease.


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Q4. Would you like to be updated on Health News?

Table No.6 Updates for Health News


Yes 45 64.3 64.3 64.3

No 25 35.7 35.7 100.0

Total 70 100.0 100.0

Chart No. 6

Summary:

According to the statistics above –

64% of the respondents wants to be updated with Health News, and

36% of the respondents haven’t shown their interest.


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Q5. Will you participate in the discussion forum on our website?

Table No. 7 Participation in the discussion forum


Regularly 7 10.0 10.0 10.0

Sometimes 32 45.7 45.7 55.7

Never 31 44.3 44.3 100.0

Total 70 100.0 100.0

Chart No. 7

Summary:

10% of the respondents have said that they will participate in the Discussion forum on

a regularly basis,

46% of the respondents will participate sometimes, and

44% of the respondents don’t have time for this.

There is a mixed response by the respondents, regarding the participation in the discussion

forum.


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Q6. Are you aware of any such type of service being already provided in the market?

Table No. 8 Awareness about such kind of service being already provided


Yes 9 12.9 12.9 12.9

No 61 87.1 87.1 100.0

Total 70 100.0 100.0

Chart No. 8

Summary:

It is observed that there is a lack of awareness about such kind of service prevalent in the market as only 13% of the respondents said that they use Google and Just Dial Services presently.


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Q7. Would you like us to maintain your Health Records electronically?

Table No. 9 Electronic Health Record


Yes 36 51.4 51.4 51.4

No 34 48.6 48.6 100.0

Total 70 100.0 100.0

Chart No. 9

Summary:

Half of the population wants to maintain their health records electronically and other half is

not interested.


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Q8. Would you like to fix an appointment with the physician and hospitals using our service,

if provided?

Table No. 10 Fix an appointment using our service


Yes 42 60.0 60.0 60.0

No 28 40.0 40.0 100.0

Total 70 100.0 100.0

Chart No. 10

Summary:

60% of the respondents would like to fix their appointment with the doctor well in advance

using Religare’s service, while 40% of respondents don’t want to fix an appointment.


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If interested in fixing an appointment, which medium would you prefer?

Table No. 11 If Yes to Q8


Website 18 25.7 42.9 42.9

Over Phone (Voice) 24 34.3 57.1 100.0

Total 42 60.0 100.0

Not Applicable 28 40.0

Total 70 100.0

Chart No. 11

Summary:

In order to fix an appointment, respondents have preferred Phone in order to fix an

appointment as only 43% have said they will use Website for the purpose.


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Q9. Would you like us to remind you about your appointment fixed with the physician or

hospital?

Table No. 12 Appointment Alerts


Yes 36 51.4 51.4 51.4

No 34 48.6 48.6 100.0

Total 70 100.0 100.0

Chart No. 12

Summary:

51% of the respondents have liked the concept and will use it and 49% of the respondents

have refused for using this service.


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If interested in appointment alerts, which medium would you prefer?

Table No. 13


SMS 18 25.7 50.0 50.0

Over Phone (Voice) 16 22.9 44.4 94.4

E-mial 2 2.9 5.6 100.0

Total 36 51.4 100.0


Total 70 100.0

Chart No. 13

Summary:

Interested respondents in Appointment Alerts Service have preferred SMS followed by

Phone. Only 6% of interested respondents have opted for E-Mail.


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Q10. Would you like us to remind you that - it’s your medicine time?

Table No. 14 Medicine Alarm


Yes 37 52.9 52.9 52.9

No 33 47.1 47.1 100.0

Total 70 100.0 100.0

Chart No. 14

Summary:

Considering the facts, 53% respondents have opted for Medicine Alarm Service and others

seems to be not interested.


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If interested in Prescribed Medicine’s Alarm, which medium would you prefer?

Table No. 15 If Yes to Q10


SMS 24 34.3 64.9 64.9

Over Phone (Voice) 11 15.7 29.7 94.6

E-mail 2 2.9 5.4 100.0

Total 37 52.9 100.0


Total 70 100.0

Chart No. 15

Summary:

SMS as a medium is a choice of 65% of the interested respondents whereas 30% of the

interested respondents have opted phone and only 5% goes for E-Mail.


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Q11. Would you like to write-off your hospital’s due or make payment to doctor online?

Table No. 16 Online Payment


Yes 34 48.6 48.6 48.6

No 36 51.4 51.4 100.0

Total 70 100.0 100.0

Chart No. 16

Summary:

49% of the respondents would like to make payment online, and

51% of the respondents are not interested.


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Q12. Will you use the Health Tools i.e. Health Calculators such as Weight, Diet, Disease

Risk and Women’s health related calculators online?

Table No. 17 Health Tools


Yes 26 37.1 37.1 37.1

No 44 62.9 62.9 100.0

Total 70 100.0 100.0

Chart No. 17

Summary:

Majority have disliked the concept of health calculators, while 37% of the respondents would

like to use it.


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Q13. Will you refer others to make use of our services?

Table No.18 Refer others to make use of our services


Yes 51 72.9 72.9 72.9

No 19 27.1 27.1 100.0

Total 70 100.0 100.0

Chart No. 18

Summary:73% of the respondents have said that they will refer others to make use of Religare’s initiative, while 27% of the respondents declined to refer it to others.


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Doctors’ Opinion

Gender:

Table No. 19 Respondent's Gender


Female 11 36.7 36.7 36.7

Male 19 63.3 63.3 100.0

Total 30 100.0 100.0

Chart No. 19

Summary:

Out of the 30 Doctors: 37% of the population comprises of females and 63% are males.


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Age: Based on age

Table No. 20 Respondent's Age


18-25 years 7 23.3 23.3 23.3

26-35 years 6 20.0 20.0 43.3

36-45 years 14 46.7 46.7 90.0

46-60 years 3 10.0 10.0 100.0

Total 30 100.0 100.0

Chart No. 20

Summary:

Out of the 30 respondents:

23% of sample represented by age group 18-25 years,



10% by age group 46-60 years, and

0% represented by age group 60 & above


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Q1. Do you have an internet facility at your Home/Office/Clinic?

Table No. 21 Access to Internet Facility


Yes 27 90.0 90.0 90.0

No 3 10.0 10.0 100.0

Total 30 100.0 100.0

Chart No. 21

Summary:

Only 1 doctor out of 10 does not have an access to internet facility, based on the survey

conducted.


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Q2. According to you, RELIGARE TECHNOLOGIES is into:

Table No. 22 People’s Perception about Religare Technologies


Financial Services 5 16.7 16.7 16.7

Healthcare 12 40.0 40.0 56.7

Never Heard Before 9 30.0 30.0 86.7

Financial Services & Healthcare

4 13.3 13.3 100.0

Total 30 100.0 100.0

Chart No. 22

Summary:

Survey has shown that people are less aware of Religare Technologies. According to the results, the facts can be summarized as follows:

40% of doctors knows that Religare is into Healthcare Sector, 17% of doctors knows that Religare is into Financial Sector, 13% of doctors knows that Religare is into both the sectors mentioned above, and 30% of doctors are not aware of Religare.


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Q3. What will you prefer to have an access to Medical Information with ease?

Table No. 23 Preference


Website 19 63.3 63.3 63.3

Over Phone (Voice) 11 36.7 36.7 100.0

Total 30 100.0 100.0

Chart No. 23

Summary:

Most of the doctors have preferred Website as better option to access to the medical

information, whereas only 37% of doctors are interested in using Phone as a medium.


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Q4. Would you like to be updated on Health News?

Table No. 24 Updates for Health News


Yes 22 73.3 73.3 73.3

No 8 26.7 26.7 100.0

Total 30 100.0 100.0

Chart No. 24

Summary:

According to the statistics above –

73% of doctors wants to be updated with Health News, and

27% of doctors haven’t shown their interest.


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Q5. Will you participate in the discussion forum on our website?

Table No. 25 Participation in the discussion forum


Regularly 3 10.0 10.0 10.0

Sometimes 18 60.0 60.0 70.0

Never 9 30.0 30.0 100.0

Total 30 100.0 100.0

Chart No. 25

Summary:

60% of doctors have said that they will participate in the Discussion forum –

Sometimes.

10% of doctors will participate on a regularly basis

30% of doctors don’t have time for this.

Though doctors won’t participate on a regular basis, but majority have shown the interest for

Discussion forum.


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Q6. Are you aware of any such type of service being already provided in the market?

Table No. 26 Awareness about such kind of service being already provided


Yes 4 13.3 13.3 13.3

No 26 86.7 86.7 100.0

Total 30 100.0 100.0

Chart No. 26

Summary:

Majority of the doctors are not aware of any such service prevalent in the market and those who knows are less in no. and refer to Just Dial, Yahoo Health etc. Thus, there is a lack of awareness about such kind of service on the part of doctors.


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Q7. Would you like to publish your Medical Research Articles on our Forum?

Table No 27 Publish - Medical Research Articles


Yes 13 43.3 43.3 43.3

No 17 56.7 56.7 100.0

Total 30 100.0 100.0

Chart No. 27

Summary:

There has been a mixed response from the doctors on publishing Medical Research Articles as –

43% said they will publish While 57% refused to do it.


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Q8. Will you consult to the specialists for better information using our services in future?

Table No. 28 Consult from specialists


Yes 12 40.0 40.0 40.0

No 18 60.0 60.0 100.0

Total 30 100.0 100.0

Chart No. 28

Summary:

60% Doctors refused to consult the other available specialists online.


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Whereas 40% Doctors have refused to consul

Q9. Would you like to provide value added services to your patients?

Table No. 29 Value added services


Yes 18 60.0 60.0 60.0

No 12 40.0 40.0 100.0

Total 30 100.0 100.0

Chart No. 29

Summary:

60% Doctors wants to provide value added services to their patients and 40% of the sample

thinks – it is of no use.


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Table No. 30Frequency Percentage

Online Appointment Scheduling 13 31Online Payments 7 17Electronic Health Records 9 21E-Mail Reports 4 9Prescribed Medicine's Alarm 4 10Appointment Alerts 5 12Total 42 100

Chart No. 30

Summary:

On the basis of those 60% interested doctors:

Majority wants to provide facility for Online Appointment Scheduling, followed by Electronic Health Records, whereas 17% of the sample has shown their interest in Online Payment Facility. Appointment Alerts, Prescribed Medicine’s Alarm and E-Mail Reports were less entertained.


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Q10. In your opinion, what should be the price range for these value added services on a monthly basis?

Table No. 31 Price for Package


Rs. 200-300 19 63.3 63.3 63.3

Rs. 300-400 6 20.0 20.0 83.3

Not Willing to Pay 5 16.7 16.7 100.0

Total 30 100.0 100.0

Chart No. 31

Summary:

As per the data collected:

63% of doctors will think the price band should be Rs. 200-300,

20% of doctors feel it should be Rs. 300-400, and


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17% of doctors are not willing to pay for it.Q11. Will you refer your patients to make use of our services?

Table No. 32 Refer our services to patients


Yes 24 80.0 80.0 80.0

No 6 20.0 20.0 100.0

Total 30 100.0 100.0

Chart No. 32

Summary:80% of doctors will refer Religare’s initiative to their patients while 20% of sample refused to do so.


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CHAPTER – 4

RESULT & INTERPRETATION


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FINDINGS AND THEIR IMPLICATIONS

On the basis of survey undertaken, it has been concluded that:

a) According to the result of the survey, it has been found that in this era of technology

more than 83% of the people use internet in their day to day life .So there is a

tremendous scope in persuading the people to use this healthcare portal for organizing

their health needs.

b) Religare has to perform various above the line(ATL) and below the line(BTL)

activities to create awareness about the firm in the general public and to generate trust

in people about authentication of services as more than 31% of the customers have

not heard about the brand before. Instead of the fact that Religare is a large

diversified Indian transnational business group consisting of Financial Services

(Religare Enterprises), Health Care (Fortis HealthCare), Wellness (Religare Wellness,

formerly Fortis HealthWorld), Diagnostics (Super Religare Laboratories, formerly

SRL Ranbaxy) and Aviation and Travel (Religare Voyages), majority of people are

not aware of Religare Technologies and those who are aware of it, confined Religare

Technologies to Financial & Healthcare Sectors only.

c) More than 45% of the people are comfortable with website than. So online healthcare

portal can be of great value to the customers.

d) Majority have shown that they are health conscious and would like to updated on

health news regularly, ensuring that people will check out the Health News Section

on the website.

e) Since according to the study of data it has been made clear that majority of the

population has agreed to participate in medical discussions sometimes during their

surfing time. So, we can make this service improve over a period by including voice

and video features into the discussion portal to make it more interactive.

f) It has been observed that people in mass are not aware of any such kind of service

presently, despite of so many portals. Minority of population access to Just Dial

service or just Google it, for knowing small details like contact details of a hospital /


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nursing home etc. As a result of Religare’s initiative, people will get a proper

platform in order to access to Healthcare Information.

g) There has been a mixed response by the people regarding the value added services.

Half of the sample population wants to make use of these services, as they have

shown their interest in maintaining their Electronic Health Records, fixing an Online

Appointment, Appointment Alerts, Medicine Alarm service and Online Payment

Option. Further, these interested respondents have preferred both website and phone

equally, as medium of communication. However, the use of E-Mail as a medium for

alerts and alarm services was less opted by them. In addition to this, majority of

doctors are also willing to provide these services to their patients. Even before

launching the service, Religare is able to create a small market for itself which can be

considered as one of the strengths.

h) Major section of the sample population have admired the Religare’s initiative and

said that they will refer others too, to make use of this service, thereby, enhancing the

chances of success for Religare Health via word of mouth publicity.

i) 73% of the doctors have considered it a great initiative on part of Religare to establish

Healthline a platform which has the potential to bring reform in healthcare sector in

INDIA. They have given their consent to be updated regularly by means of

Healthline.

j) Doctors are liked the concept of initiating discussions in online and giving

suggestions to the needy. They agreed to participate in the discussions as per their

schedule. This will in fact help doctors in a way to increase their business as it is a

part of their promotional activities.

k) Among the sample of doctors, the percentage of doctors who have said that they’ll

publish their articles on the Website is below 50%. Thus, there is a need to encourage

doctors’ participation, as an article published by a doctor is of more value as

compared to article published by other.

l) 60% of the doctors also want to revolutionize their work with the help of Healthline

thereby providing a basket of value added services to their patients like Online

Appointment Scheduling, Electronic Health Records, E-Mail Reports ,Prescribed

medicine alarm , appointment alerts and online payments.


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m) According to the opinions of the doctors, the price band of these services should be

Rs.200-300 per month and only 20% of doctors feel it should be Rs.300-400 per

month. However, there are few doctors who want to make use of these services but

don’t want to pay for it. Strategically designed packages could be profitable for both

the parties involved.

CHAPTER – 5LIMITATION OF THE STUDY


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LIMITATIONS OF THE STUDY

1. First of all, the study was completed in a very short period of 8 weeks. so the

inferences of the study does not give a complete information about the various faces

of the situation.

2. People who do not want to answer certain questions, or they may want to impress the

researcher and fabricate the truth by filling in untrue answers, making questionnaires

unreliable and sometimes invalid.

3. Since the study was based only on a total of 100 respondents, so the interpretations on

the sample of data which is assumed to be the representative of whole population can

be taken as wrong. So for such a study, the sample size should be large.

4. The answers to the questionnaires by the people are often not the actual tendencies of

the people which they will do in their real life situation.

5. Doctors are quite busy in their work to give us time for the filling of the

questionnaires. So it takes a lot of deal to make a doctor interested in our study.


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CHAPTER – 6

CONCLUSIONS

CONCLUSION


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This project requires great branding because it is still to establish its own identity in the

market and make it a trusted brand. Religare has to increase direct communication system

stronger in terms of increased above the line and below the line activities. Healthline has to

become a brand in the near time as it includes patients and their doctors, so it is a

responsibility of the service to place the patient in the right hands. Healthline 24x7 will go a

long way in the market as it has the potential to grow in the various societies and areas.

Religare has to increase the frequency of its advertisements and direct marketing programmes

to ensure the success of this project.


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CHAPTER – 7SUGGESTIONS & RECOMENDATIONS

RECOMMENDATIONS

The number of internet users worldwide is expected to touch 2.2 billion by 2013 and India is

projected to have the third largest online population during the same time - with China and

the US taking the first two spots, respectively and Asia will continue to be the biggest

Internet growth engine. Globally, there were about 1.5 billion Internet users in the year 2008

and according to a report titled 'Global Online Population Forecast, 2008 to 2013' emerging

markets like India would see a growth of 10 to 20 per cent by 2013.Thus, there is an extreme


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opportunity for Religare to organize the healthcare sector and be the first in the country to do

this phenomenon.

The various recommendations/suggestions for this project to religare health can be:

1. First of all , the project is going to be successful when more and more people will

make use of their services and people will make use of the service if it belongs to a

trusted brand. Results have shown that the people have shown much trust on the

relagare health brand, so the recommendation is that this project should be headed

under the brand name of religare health.

2. Being a healthcare portal , it is very important that it should have a pan india reach

and penetration to the larger extent. This service is started only in metropolitan cities

like delhi, Bangalore, Kolkata and Mumbai. So , it is recommended for this project to

be live in other cities also as these cities also have a huge potential in this service .

3. Since this service includes doctors and their phone no’s etc. same can be done by any

other search portal and voice portal like just dial. Therefore, in order to draw the

public attention to our service, participation of doctors is equally important in order to

stand apart. Video chat with doctors, consulting the doctor online, making an

appointment or payment through our services, publish research articles on forum etc

is possible only when doctors believe in the concept and participate too.


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CHAPTER – 8

BIBLIOGRAPHY


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Bibliography

Kotler Philip, Marketing Management, 11th Edition, 2005, Pearson Education Pte. Ltd., Delhi.

Chhabra T.N., Marketing Management, 4th Edition, 2008, Dhanpat Rai & Co. (Pvt.) Ltd., Delhi.

Gupta C.B. & Nair N.Rajan, 11th Edition, 2009, Sultan Chand & Sons, New Delhi.

Webliography

Arens, William F. Contemporary Advertising. 7th ed. Boston: Irwin/McGraw-Hill, 1998.

Belch, George E., and Michael A. Belch. Advertising and Promotion: An Integrated Marketing

Communication Perspective. 4th ed. Boston: Irwin/McGraw-Hill, 1998.

Cutlip, Scott M., Allen H. Center, and Glen M. Broom. Effective Public Relations. 8th ed.

Upper Saddle River, NJ: Prentice-Hall, 1999.

Harris, Thomas L. Value-Added Public Relations: The Secret Weapon in Integrated

Marketing. Chicago: NTC Books, 1998.

Manning, Gerald L. and Barry L. Reese. Selling Today: Building Quality Partnerships. 7th ed.

Upper Saddle River, NJ: Prentice-Hall, 1998.

Weitz, Barton W., Stephen B. Castleberry, and John F. Tanner. Selling: Building

Partnerships. 3rd ed. Boston: Irwin/McGraw-Hill, 1998.


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CHAPTER – 9

ANNEXURE

QUESTIONNAIRES


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Annexure

“MARKET RESEARCH FOR HAELTHCARE INFORMATION SERVICES

OF RELIGARE TECHNOLOGIES HEALTHCARE SERVICES IN THE

MARKET” Graphs & Charts of HIDCP Report:

1. Sex

Males Female

2. Age Group of Stakeholders

0 – 18 19 – 25 26 – 35 36 – 45 46 –

60

3. Called to Healthline 24x7 through

Voice Web

4. Satisfied with Healthcare Services

Yes No

5. Done the Healthcare Services locations in

South Delhi East Delhi West Delhi

North Delhi Faridabad Ghaziabad

Gurgaon

6. Chronic Dieseases / Any Health Problem

Yes No


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7. Called to Healthcare Centre from

Customer No My No

8. Asked the Health Related Queries from the Doctors

Yes No

9. Heard the Healthline 24x7 services earlier

Yes No

10. Saved Healthline24x7 No

Yes No


Documents

Sunil Project Religare