In today's competitive healthcare landscape, hospitals must prioritize patient preferences to cultivate loyalty amid rising expectations. This study identifies and ranks critical factors driving hospital choices, such as sanitation, affordability, accessibility, and quality of care, while analysing their influence on decision-making and offering targeted recommendations for resource optimization and superior service delivery. Employing a descriptive qualitative design, the research surveyed 196 participants from diverse socio-economic backgrounds across India. A structured questionnaire assessed ten key features (e.g., sanitation, affordability, accessibility, emergency services, food services, and technological advancements) on a 0-5 scale. Statistical analysis revealed clear patterns in preferences.
This paper examines patient priorities such as personalized care, quality outcomes, and cost-effective convenience in driving hospital growth. By analyzing strategies like consumer-led models and patient-centric innovations, it identifies actionable approaches for hospitals to build a robust customer base and enhance loyalty. Findings highlight sanitation, affordability, and accessibility as top priorities, alongside non-clinical factors such as effective communication and convenient services. Hospitals can leverage these insights to deliver comprehensive, patient-centred care, boosting satisfaction, service quality, and competitive advantage.
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