PUBLIC ENTERPRISE, 2017, ISSUE 23., VOL.1, ARTICLE 2

The healthcare industry is a specific representative of the service industry that regards quality as a fundamentalvalue of medical care. To manage quality within the healthcare setting is a challenging task due to its complexity. Further, when it comes to managing the ever-growing number of patients with limited number of health care professionals, a question mark is placed on the quality of the service provided. The role of doctors is pivotal in providing quality healthcare services to the patients. When an individual visits a doctor with some symptoms, it marks the beginning of a relationship of trust and confidence. A doctor not only treats the symptoms, but also tries to empathize with the patients. The process of treatment is marked by various meetings which are of two-way clear communication and effective interpersonal skills. The way the doctor communicates with the patient also plays a pivotal role in the healing process. Unfortunately, there has been a rise in the cases of physical attacks on the doctors by the patients and their relatives. The major area of concern is the lack of appropriate communication between the patients, relatives, and the doctors. We have taken up this study to understand the role of doctors and compare the competencies of doctors working in private and public hospitals. Further, we have also determined the relationship between the competency of doctors and the quality of service along with patient satisfaction. We used the survey method for collecting data from doctors, patients, and their relatives. The gap identified from the literature review suggests that comparative studies of competencies of health care professionals working with private and public hospitals were rarely done. Also, the Fundamental Interpersonal Relations Orientation (FIRO B) as a tool to gauge the interpersonal relations orientation of doctors in the context of research is tried for first time. The findings of the study can act as guidelines for government doctors and their private counterparts in understanding the skills necessary for effective doctor-patient relationship. The government-run hospitals will be able to work on areas of concern suggested by the researchers for delivering service quality to its patients. Private hospitals, too, will be able to redesign their policies and practices to ensure the quality of services to their patients.