New Delhi: FICCI and Kantar IMRB have released ‘The 2017 Healthcare Consumer Report’, which is a collaborative effort to understand the patients’ experiences and expectations from healthcare providers (hospitals). The report provides a complete read of the opportunities and gaps in experience and services offered by the healthcare providers from patients’ perspective in India.
The report was released at FICCI’s annual healthcare conference, FICCI HEAL 2017, titled ‘Indian Healthcare: A Patient’s View’ being held from 17th to 18th August at FICCI Federation House, New Delhi.
Speaking on the occasion, Mr Varun Khanna, Co-Chair-FICCI Health Services Committee and Managing Director, BD India said, “Given the transformation, this industry is undergoing with respect to the improving infrastructure and technological advancements, we have to be careful that the hospitals and the doctors continue to give emphasis to core essentials like empathy, care and trust. The survey reveals very clearly the role of these elements in impacting the healthcare consumers loyalty.”
Talking about the study, Praveen Nijhara, Senior Executive Director, Kantar IMRB and Head, Stakeholder Management Division said, “The healthcare consumer is a multi-dimensional and a holistic consumer with exposure to multiple categories, with his expectations being shaped not only by his own past experiences but also by technology influenced categories like e-commerce, hospitality, retail etc. We believe that directions offered by this report will help hospitals craft a positive and a seamless patient experience in order to improve healthcare consumers’ loyalty.”
The Healthcare Consumer 2017 study included feedback from over 5000 patients from more than 150 multispecialty private and government hospitals across 6 leading metros of the country – Mumbai, Chennai, Delhi-NCR, Hyderabad, Bengaluru and Kolkata.