Page 33 - 2021

Ph.D.
(Management)
A STUDY ON PATIENT SATISFACTION OF OUTPATIENT
DEPARTMENT IN MODEL HOSPITALS UNDER ESIC IN INDIA

Ph.D. Scholar : Patel Nikunjkumar Dasharathbhai
Research Supervisor : Dr. Hiren J. Patel

Regi. No.: 15146031003
Abstract :
Healthcare schemes and their services along with facilities are defined as terminology
that is discussed in media advertising as it has been a primary concern in every country.
It is affirmed that spreading information and awareness about such healthcare schemes
is crucial as only then the population of a country can render a positive impact on the
social and economic factors, endeavoring benefits to the country as a whole. Despite this,
healthcare schemes and the facilities available depict certain gaps and pitfalls which
leaders to reduce the level of patient satisfaction. Henceforth, the study aids in identifying
those gaps and pitfalls while representing influential factors that lead to dominating
patient satisfaction levels through the Healthcare scheme, for instance, Employee State
Insurance Schemes.

It is affirmed that since the 80s, Government and other care associates like Employees
State Insurance Corporations are making vivid efforts to help Indian workers get easy and
accurate accessible healthcare facilities and services. This effective collaboration
between ESIC and Government is effectively and usefully serving millions of Indian
populations while ensuring optimistic healthcare solutions to the Indian workers as well
as their spouses. This study also focuses on discussing different measures and
approaches that are consistently taken by the Government and ESIC for ensuring
healthcare services and facilities to Indian workers and their families associated with
many states of the country. The study also helps in depicting the relationship between
the patients, healthcare associates as well as the patient’s satisfaction level in such
service sector. To increase the credibility of this study, data have been collected from 29
ESIC Model Hospitals, associated in 15 states of India. These data are accumulated
surveying OPD patients of ESIC Model Hospitals.
Key words: ESI Scheme, ESIC Model Hospitals, patient satisfaction, influential factors for
patient satisfaction, health care associates, Government, employees, employers,
organization, Hospital Service Quality, and PLS-SEM

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