Comprehensive Assessment of the Patient Journey and Service Quality: A Multi-Dimensional Study of Hospital Experiences in Tier Two City

Understanding what influences patients’ decisions is crucial for healthcare management to enhance the overall patient experience and satisfaction. Patients consider several factors when choosing a healthcare organization, including ambiance, accessibility, affordability, and quality. This research analyzes various factors such as waiting times, reputation, affordability, accessibility, sanitation, quality, and the services provided.

A cross-sectional study was conducted with 277 participants to evaluate hospital service quality. The findings indicate that to meet patient expectations, healthcare organization must prioritize accessibility, affordability, and sanitation. Additionally, they should maintain a strong reputation and minimize wait times. Healthcare organizations should take into account the preferences of the patients they aim to serve, which requires a thorough analysis of the data provided in the study.