To Study the Gap Between High Quality Medical Services and Positive International Patient Experience in A Multispeciality Hospital

Abstract

India has become a trusted destination for patients around the world seeking affordable, high-quality healthcare. Yet even the best medical treatments can fall short if the overall patient experience doesn’t meet expectations, especially for international visitors who are far from home and navigating a new culture. This study explores the gap between excellent clinical care and the real-life experiences of international patients at Pushpawati Singhania Research Institute (PSRI), New Delhi.
Objectives: The aim was to understand what international patients truly feel about their hospital journey from the moment they arrive in India to the time they leave. Specifically, the study looked to: (a)Measure their satisfaction with hospital services, (b)Identify any pain points during their stay, (c)Explore how they found out about PSRI, (d)Offer practical suggestions to make their experience better
Methodology: Over one month, feedback was collected from 100 international patients using a detailed questionnaire built on the SERVQUAL model. Patients rated aspects like staff behavior, communication, hospital cleanliness, food quality, and how well they felt cared for—both medically and personally.
Results: Out of 100 international patients surveyed at PSRI Hospital, the majority hailed from Afghanistan and other SAARC nations, with 67% being repeat visitors to India. Most patients (56%) came to know about the hospital through friends or family, followed by 29% through healthcare facilitators. The primary reason for visiting was outpatient consultations (60%), while others sought daycare procedures (20%), preventive checkups (10%), surgical interventions (6%), or kidney transplants (4%). Patient feedback across five SERVQUAL dimensions revealed generally positive experiences.
Conclusion: At its core, this study shows that great medicine needs to be paired with great hospitality. While PSRI is already doing a commendable job in terms of clinical care, small changes—like adding culturally familiar meals or offering better communication support—could turn a good experience into a truly outstanding one. After all, healing isn’t just about treatment—it’s also about comfort, dignity, and feeling understood.