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 multi-speciality hospital chain, working in North India. This is an illustrative engagement: a representative scenario showing how we approach this kind of work, not a named client project.
- Organisation
- A multi-speciality hospital chain
- Sector
- Healthcare
- Team engaged
- Market Research
- Services
- Quantitative research, Offline data collection (CATI), Data analytics & dashboards
Client challenge
The chain received complaints on social media but lacked structured feedback by department.
Research objectives
- Deliver on the brief: a patient experience programme for a hospital chain.
- Understand the views, needs and behaviour of patients a month.
- Produce results that can be compared across groups and locations.
- Set up a repeatable measure the client can track over time.
Target audience
The work focused on 2,000 patients a month.
- patients a month2,000
Audiences we typically reach in healthcare
Patients and caregiversDoctors and specialistsNurses and staffDiagnostics customersHealth-tech users
Geographic coverage
Coverage: North India. Market: India.
- India
Research methodology
A structured quantitative design, so results could be compared across groups, locations and time.
- 1Brief
- 2Post-discharge calls
- 3Monthly dashboard
- 4Insight
We called patients after discharge in local languages, covering admission, nursing, doctors, food and billing, and reported results monthly by hospital.
Quantitative researchOffline data collection (CATI)Data analytics & dashboards
Sampling strategy
- patients a month
- 2,000
- Healthcare professionals and patients were screened on specialty, setting or condition, and professionals were verified before taking part.
- Telephone contacts were dialled from verified lists, with quotas tracked live by the field team.
Data collection
- Telephone interviews were run from our CATI centre, with calls monitored for quality.
Data quality & validation
- Live call monitoring and recording review
- Call-back verification
- 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
- Interactive dashboard for ongoing tracking
Key findings
- Billing delays at discharge drove most dissatisfaction.
The last hour of a stay shapes the memory of it.
Recommendations
- Build on the core insight: the last hour of a stay shapes the memory of it.
- Share the findings with the teams closest to customers so they can act quickly.
Business impact
- Hospitals introduced earlier billing preparation.
Impact is described qualitatively.
Deliverables & next steps
- Insight report and management presentation
- Cleaned data file and data tables
- Interactive dashboard
- Continue the routine and review results every period.
- A natural follow-on question: where does the journey break?