Illustrative engagement. A representative scenario showing how we approach this kind of work in healthcare. It does not describe a specific client; outcomes are described qualitatively.
Industry overview
What is shaping healthcare
Hospitals, clinics, diagnostics and health-tech companies need evidence from patients and professionals, gathered with verified respondents and strict privacy.
- Patients compare providers online
- Diagnostics and telemedicine are growing
- HCP opinion shapes referrals
Client background
A diagnostics chain, working in Delhi NCR. This is an illustrative engagement: a representative scenario showing how we approach this kind of work, not a named client project.
- Organisation
- A diagnostics chain
- Sector
- Healthcare
- Team engaged
- Market Research
- Services
- Consumer panel, Online surveys
Client challenge
The chain competed with many labs and wanted to understand choice drivers.
Research objectives
- Deliver on the brief: understanding how patients choose a diagnostics lab.
- Understand the views, needs and behaviour of patients.
- Produce results that can be compared across groups and locations.
- Give the client evidence it can act on within 4 weeks.
Target audience
The work focused on 1,500 patients.
- patients1,500
Audiences we typically reach in healthcare
Patients and caregiversDoctors and specialistsNurses and staffDiagnostics customersHealth-tech users
Geographic coverage
Coverage: Delhi NCR. Market: India.
- India
Research methodology
A structured quantitative design, so results could be compared across groups, locations and time.
- 1Brief
- 2Patient survey
- 3Insight
We surveyed recent patients about referral, home collection, report speed and price.
Consumer panelOnline surveys
Sampling strategy
- patients
- 1,500
- Healthcare professionals and patients were screened on specialty, setting or condition, and professionals were verified before taking part.
- Online respondents were drawn from verified panel members who matched the screening criteria, with quotas on key profile attributes.
Data collection
- The online survey was mobile-friendly and offered in respondents' languages.
Data quality & validation
- Digital fingerprinting and duplicate checks
- Attention, speed and straight-lining checks
- Review of open-ended answers
- Verification of healthcare professionals
- Logic and range checks on the final data
- Work carried out under our ISO 20252 quality procedures
Data analysis
- Cross-tabulation by key groups and locations
- Significance testing on the differences that mattered
Key findings
- Home collection and fast digital reports mattered most.
Convenience wins diagnostics customers.
Recommendations
- Build on the core insight: convenience wins diagnostics customers.
- Focus effort where the evidence was strongest: home collection and fast digital reports mattered most.
- Re-measure after the changes to confirm the effect.
Business impact
- The chain expanded home collection slots.
What changed in the business as a result of the work. Impact is described qualitatively.
Deliverables & next steps
- Cleaned data file and data tables
- Repeat the measure after changes are in place to track progress.
- A natural follow-on question: how do patients rate their experience?