Achieving Excellence in Patient Satisfaction through Better Hospitality at Hospitals: Study of Delhi-NCR

This study is conducted to explore the possibility of achieving the excellence in patient satisfaction through better hospitality in multispecialty hospitals of Delhi NCR. The study aims at exploring the philosophy and practices in hospitals, which are hospitality centric and contributing to the overall patient satisfactions. An exploratory case study research method is used as it was matching the research purpose. Hospitality domains and its applications were identified from literature review and organization wide philosophy of hospitality centric patient care and its programs were defined and described. Researcher believes that an efficiently managed Patient Centric Hospitality Policy (PCHP)can be further enhanced to Patient Centric Hospitality Philosophy (PCHP) and can be utilized to achieve the excellence in patient satisfaction through better service experience.