Expectations of the Patients

Expectations of Patients from the Behaviour of Doctors

To study the expectations of patients from the behaviour of doctors, patients were asked
to rate their expectations in the scale of 1 to 9 for the various attributes given below in the
table 4.1.1 for this factor. The mean rating for each attribute is given in this table.
Table 4.1.1 Expectations of patients from the behaviour of doctors

Attributes

Expectations
(Mean Value)

Availability
Knowledge
Handling of
Queries
Cooperation
Politeness
Impartial attitude
Examination Comfort
Thorough Check-Up
Empathy
Individual Consideration
Experience

Average

8.98
8.94
8.51
8.53
8.71
8.39
8.79
8.98
7.31
6.70
8.64
8.46

Form the table4.1.1 it is clear that the mean scores for the attributes availability of doctors,

knowledge of doctors, thorough check-up and examination comfort are 8.98, 8.93, 8.98
and 8.78 which show that patients consider these attributes very important. So, their
expectation level for these attributes is very high. Mean scores for the attributes
politeness, experience, cooperation, handling of queries and impartial attitude are 8.71,
8.64, 8.54, 8.51 and 8.39 respectively also shows that patients also consider these
attributes very important. So, a doctor must try to fulfill these expectations in an efficient

manner. For the attributes empathy and individual consideration mean scores are 7.31
and 6.70 respectively which are not very high but patients still consider these attributes
important. So, it is clear that attributes availability and knowledge have maximum mean
score of 8.98 and attribute individual consideration has minimum mean score of 6.70.
The overall mean score for expectations from the factor Behaviour of Doctors comes
out to be 8.46 which is very high on the scale of 9. So, it can be concluded here that the
expectations of patients from the doctors are very high

Expectations of Patients from the Behaviour of Medical Assistants

To study the expectations of patients from the behaviour of medical assistants, patients
were asked to rate their expectations in the scale of 1 to 9 for the various attributes given
in the table4.1.2 for this factor. The mean rating for each attribute is given in this table.
Table 4.1.2 Expectations of patients from the behaviour of medical assistants

Attributes

Expectations
(Mean Value)

Availability
Knowledge
Cooperation
Politeness
Impartial attitude
Maintenance of Record
Handling of Queries

9
8.56
8.65
8.79
8.49
8.71
8.44

Experience
Dress

7.45
6.9

Average

8.33

Mean score for the attribute availability of medical assistants is 9, which means all the patients
had given rating 9 to this attribute i.e. they consider this factor very important and their level of
expectations for this attributes are very high. Politeness, maintenance of records and cooperation

with patients are given the mean scores as 8.79, 8.71 and 8.65 respectively which means that
patients also consider these factors very important. Attribute experience has the mean score 7.45.
So this shows that patients consider this attribute important but not as much as the above
mentioned attributes and the mean score for the attribute dress of medical assistants is lowest
among all the other attributes which is 6.9. This explains that patients do not consider this
attribute very important but they had not rated this attribute low. So this is also an important
attribute. The overall mean score for the factor Behaviour of medical assistants is 8.33 and this is
high.

Expectations of Patients from the Quality of Administrations

To study the expectations of patients from the Quality of Administration, patients were
asked to rate their expectations in the scale of 1 to 9 for the various attributes given below
in the table 4.1.3 for this factor. The mean rating for each attribute is given in this table.
Table 4.1.3 Expectations of patients from the quality of the administration

Attributes

Expectations
(Mean Value)

Convenient Office Hours

6.53

Check Up Procedure
Over Crowding
Welcome Your Ideas
Fee
Grievances Handling System
Billing Procedure
Check Out Procedure
Behaviour of Clerical Staff
Behaviour of Security Staff

8.85
8.26
7.31
7.10
8.45
8.78
8.78
8.89
8.85

Average

8.17

The overall mean score for all the attributes for this factor is 8.17. So it is true to say that patients
consider the Quality of Administration an important aspect of the Neeraj Lifecare & Stone
Centres and their level of expectation from this factor is also high. Expectation level for the
attribute behaviour of clerical staff is highest among all the other attributes with the mean score

8.89. Check up procedure, behaviour of security staff, check out procedure, billing procedure
was also considered very important by the patients. The mean scores for these attributes are 8.85,
8.85, 8.78 and 8.78 respectively. Patients said that these procedures must be simple i.e. they are
not very complex. Grievances handling system i.e. how the complaints of patients are handled
was also given high rating of 8.45. Mean score for the attributes welcome your ideas, which
means that whether the Neeraj Lifecare & Stone Centres listen their ideas carefully or not and fee
are 7.31 and 7.1 respectively. Convenient office hours had been rated lowest among all the
attributes with the mean score 6.53. This means that patients did not consider this attribute as
important as other attributes.

Expectations of Patients from the Services/ Facilities provided by

the Neeraj Lifecare & Stone Centres
To study the expectations of patients from the services and facilities provided by the
Neeraj Lifecare & Stone Centres, patients were asked to rate their expectations in the
scale of 1 to 9 for the various attributes given in the table4.1.4 for this factor. The mean
rating for each attribute is given in this table.
Table 4.1.4 Expectations of patients from the services and facilities provided by the
Neeraj Lifecare & Stone Centres

Attributes

Expectations
(Mean Value)

Proper Sitting Arrangements

Bedding Arrangements
Staff Appearance
Natural Light
Dust Boxes
Flies & Mosquitoes
Outer & Inner Appearance
Parking
Well Equipped Units

8.98
9
6.55
8.36
9
9
7.44
8.71
8.33

Marking On Walls
Eating Places

8.07
8.69
8.37

Average

The table4.1.4 shows that expectation level of patients for the attributes bedding
arrangements, dust boxes and flies and mosquitoes is highest among all the other
attributes as all the three attributes has a mean score of 9. Here it is also clear that all the
patients had rated these attributes with a score 9. Mean score of 8.98 for the proper sitting
arrangements also shows that patients consider this attributes as important as the above
mentioned three attributes. Patients also thought that parking, eating places, natural light,
well equipped units and marking on walls are other important attributes. Mean scores for
these attributes are 8.71, 8.68, 8.36, 8.33 and 8.07 respectively. Outer and inner
appearance of the Neeraj Lifecare & Stone Centre has average score of 7.44 which is
quiet lower than other attributes. Attribute staff appearance has got the lowest mean score
of 6.55 among all the attributes.

Perceptions of the Patients for various Factors

Perceptions of Patients for the Behaviour of Doctors
To study the perceptions of patients from the behaviour of doctors, patients were asked to
rate their perceptions in the scale of 1 to 9 for the various attributes given below in the
table 4.2.1 for this factor. The mean rating for each attribute is given in this table.
Table 4.2.1 Expectations of patients from the behaviour of doctors

Attributes

Perceptions

Availability
Knowledge
Handling of
Queries
Cooperation
Politeness
Impartial attitude
Examination Comfort
Thorough Check-Up
Empathy
Individual Consideration
Experience

Average

(Mean Value)
7.78
7.11
6.60
6.75
6.86
7.46
7.76
7.88
5.85
6.10
6.80
6.99

Table 4.2.1 shows that attribute thorough check-up has the maximum mean score 7.88. It
is quiet high score which means that patients perception about this feature is good. Then
this followed by attributes availability of doctors, examination comfort and impartial
attitude of the doctors. The mean scores for these attributes are 7.78, 7.76 and 7.46
respectively. Knowledge has the average score 7.11 which shows that patients perception
about this factor also tends to be quiet good. Mean scores for the politeness, experience,
cooperation with the patients and handling of queries are 6.86, 6.80, 6.75 and 6.60
respectively which means that perception of the patients of the attributes are not so good.
Individual consideration and empathy has moderate scores 6.10 and 5.85 respectively
among all the attributes. So it means that perception of the patients regarding these
attributes is neither good nor bad. The overall mean score for all these attributes is 6.99
which means that perception of the patients for the factor behaviour of doctors is not very
good but it is mildly good.

Perceptions of Patients for the Behaviour of Medical Assistants

To study the perceptions of patients for the behaviour of medical assistants, patients were
asked to rate their perceptions in the scale of 1 to 9 for the various attributes given in the
table2.2 for this factor. The mean rating for each attribute is given in this table.
Table 4.2.2 Perceptions of patients from the behaviour of medical assistants

Attributes
Availability
Knowledge
Cooperation
Politeness
Impartial attitude
Maintenance of Record
Handling of Queries

Perceptions
(Mean Value)
7.89
6.46
6.71
6.88
7.04
7.99
6.10

Experience
Dress

6.35
9.00

Average

7.16

It is clear from the above table that attribute dress is the highest rated attribute with mean
score 9. From this it is clear that patients perception about the dress of medical assistants
is very good i.e. they think medical assistants wear neat and clean dresses. Mean scores
of the attributes maintenance record and availability are 7.99 and 7.89 respectively. These
are very good score on a scale of 9 which means that patients had perceived these
attributes of medical assistants as good. Impartial attitude has the average score 7.04
which is not bad. Politeness and cooperation have the scores 6.89 and 6.71 respectively.
This means that medical assistants dealing with patients is not very good. Mean scores
6.46 and 6.35 for knowledge and experience shows that medical assistants are lacking on
these attributes. Handling of queries has the least score among all the other factors and it
is quiet less which means that the queries of patients are not properly handled by the
medical assistants. Overall average score for all the attributes comes out to be 7.16. so it

can be concluded that patients perception about the behaviour of medical assistants is
moderately good i.e. there is need for the medical assistants to improve their behaviour.

Perceptions of Patients for the Quality of Administration

To study the perceptions of patients for the Quality of Administration, patients were
asked to rate their perceptions in the scale of 1 to 9 for the various attributes given below
in the table4.2.3 for this factor. The mean rating for each attribute is given in this table.
Table 4.2.3 Perceptions of patients from the quality of the administration

Attributes
Convenient Office Hours

Perceptions
(Mean Value)
8.26

Check Up Procedure
Over Crowding
Welcome Your Ideas
Fee
Grievances Handling System
Billing Procedure
Check Out Procedure
Behaviour of Clerical Staff
Behaviour of Security Staff

6.35
7.95
6.23
5.48
6.01
7.66
7.80
7.15
8.48

Average

7.14

Average scores for the behaviour of clerical staff and convenient office hours are 8.48
and 8.26 respectively, which are very high and so it can be conluded that Neeraj Lifecare
& Stone Centres are doing well on these two attributes. Over crowding and check out
procedure have the scores 7.95, 7.80 and 7.66 which means that patients perception
about these attributes are good. 7.15 is the score of attribute Behaviour of clerical staff
which is less than the above mentioned factors. So Neeraj Lifecare & Stone Centres need
to improve on this. Mean scores for the check up procedure, welcome your ideas and
grievances handling system are 6.35, 6.23 and 6.01 respectively. So we can say that

perception of patients for these is moderately good. The lowest mean score 5.48 is scored
by the attribute fee which is not good and this shows that patients thought the fee of the
Neeraj Lifecare & Stone Centres are high. It is clear from the table that overall mean
score for all the attributes is 7.14 which shows that perception of the patients towards the
quality of administration tends to be good.

Perceptions of Patients for the Services/ Facilities provided by the

Neeraj Lifecare & Stone Centres
To study the perceptions of patients for the services and facilities provided by the Neeraj
Lifecare & Stone Centres, patients were asked to rate their perceptions in the scale of 1 to
9 for the various attributes given below in the table4.2.4 for this factor. The mean rating
for each attribute is given in this table.
Table4.2.4 Expectations of patients from the services and facilities provided by the
Neeraj Lifecare & Stone Centres

Attributes

Perceptions
(Mean Value)

Proper Sitting Arrangements

Bedding Arrangements
Staff Appearance
Natural Light
Dust Boxes
Flies & Mosquitoes
Outer & Inner Appearance
Parking
Well Equipped Units
Marking On Walls
Eating Places

8.54
8.66
7.66
7.24
8.55
8.43
7.41
8.05
7.09
7.78
8.43

Average

7.99

Mean scores for the bedding arrangements, dust boxes, proper sitting arrangements, flies
& mosquitoes , eating places and parking are 8.66, 8.55, 8.54, 8.42, 8.42 and 8.05
respectively which means that perception of the patients about these attributes are very
good. So we can say that Neeraj Lifecare & Stone Centres are providing these facilities to
the patients in a proper way. Marking on walls, staff appearance, outer and inner
appearance and natural light scores are 7.78, 7.66, 7.41 and 7.24 respectively and it
shows that patients perception about these attributes are good.
7.09 is the lowest score scored by the attribute well equipped units but this score is not
bad and we can say that perception of the patients toward this tends to be good. 7.99 is
the overall mean score for perception of patients about the services/facilities provided by
the Neeraj Lifecare & Stone Centres.