Market Research for Healthcare Services

Declaration from the Student
This is to certify that I have completed the Project titled MARKET RESEARCH FOR HEALTHCARE INFORMATION SERVICES of Religares New Health Service Health line 24x7 under the guidance of Mr . R. K Mohanthi (company guide) and Prof. Rahul (college guide) submitted it earlier elsewhere. in partial fulfillment of the requirement for the award of Master of business administration. This is an original piece of work & I have not
Date: Place: Jamshedpur
Signature: Name: SUNIL KUMAR Session:2010-2012 Reg. No. :MBA29986/2010 Roll 10MBA210023101 No. :
Netaji Subhas Institute of Business Management, Jamshedpur

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Certificate from Company/ Organization

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Certificate from Guide

This is to certify that the project entitled MARKET RESEARCH FOR HEALTHCARE INFORMATION SERVICES submitted by Mr. SUNIL KUMAR bearing Registration no. MBA29986/2010, Roll no. 10MBA210023101, Session (2010 2012) as a partial fulfillment of the requirement of Master of Business

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Administration (MBA) is an authentic work carried out by him at Religare Technologies under my supervision. The matter presented in this project work has not been submitted earlier for the award of any degree or diploma to the best of my knowledge and belief.
Place : Jamshedpur Date :
Prof. Rahul (Faculty Member) NSIBM, Jamshedpur
Acknowledgement
I wish to place on record my deep sense of gratitude to (RELIGARE TECHNOLOGIES), for providing me an opportunity to take up this project and giving me a platform which is the first step of my professional career.

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A successful project can never be prepared by the single efforts of the person to whom project is assigned, but it also demand the help and guardianship of some conversant person who helped the undersigned actively or passively in the completion of successful project. I did my summer project for six weeks in the Delhi NCR. At the point of submission of this report, I feel honored to be associated with the leading key maker of the world, with one of its Branches located at NOIDA. It was a great experience staying with RELIGARE TECHNOLOGIES. (The Healthline 24x7). I come to know about many aspects of this profession. 'To initiate with anything I would like to record my sincere thanks to Mr. R.K.MOHANTY (senior executive South Delhi location) to give me an opportunity to work as trainee in the organization, at Noida unit. I would also like to extend my thanks to Mr. Kushal Soni (sales head Delhi NCR) who spared valuable time from their busy schedule to guide me on certain occasions white my project work was in progress. Finally, I give my sincere thanks to all the members of The Religare Technologies, Noida and my respected Faculty members who helped me and motivated me for preparing this project. Place : Jamshedpur Date : Sunil Kumar

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Chapter Scheme
Chapter Chapter 1 Chapter 2
Contents Introduction a. Company Profile b. Objectives of the study Research Methodology a. Sources of data b. Sample Size c. Methods of data collection d. Instrument Used e. Statistical tools & techniques of analyses Data Analyses Result & Interpretation (Findings) Limitations of The Study Conclusion Suggestions / Recommendations Bibliography Annexure a. Questionnaires
Page No. 7-8 10-16 09 17-19
Chapter 3 Chapter 4 Chapter 5 Chapter 6 Chapter 7 Chapter 8 Chapter 9
20-52 53-56 57-58 59-60 61-62 63-64 65 66

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Executive Summary
This project is on MARKET RESEARCH FOR HEALTHCARE INFORMATION SERVICES of Religare Technologies Health Care in the market of Delhi I have attempted to study the healthcare sector in India that is currently passing through an exciting and challenging phase. The basic aim is to do a study of the healthcare services in different location of Delhi NCR companies with focus on to get more numbers of stakeholders to get healthline 24x7 service. Further the project attempts to analyze the factors that influence the choice of the customers healthcare services products of different companies. The study involve a survey of several respondents using voice and web as the research instrument augmented with informal interviews of the customers and also make through use of information available on the internet. A part of the project report also dealt with understanding the behavioral aspect of the consumer and some doubt regarding financial paper and trying to give some guide line regarding that.

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CHAPTER 1
INTRODUCTION
COMPANY PROFILE OBJECTIVE OF THE STUDY

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INTRODUCTION
Healthcare sector in INDIA is not really organized. In foreign countries healthcare sector is very well organized leading to a satisfactory and healthy life of the people. But in the present times, INDIA is also feeling a dire need of a proper healthcare system which can guide people about the proper direction to live a healthy life.
Now a days, people are well educated and are very conscious about their health. According to a study, 70% of the educated people know how to use internet for fulfilling their needs. People take their health very seriously these days and are using the internet for their health needs. So, Religare Health understood this need of people wanting a platform to solve their health related problems in an efficient and organized way.
In this research report, I have attempted to study the scope and acceptance of the health information system developed by Religare Health through understanding the Indian health care market and interpreting the views and opinions of the doctors and the people about the service being offered to them. The research is about how the people respond to such a service. What are their views about the launch of such a service. Can they add their Views which the company can use for the betterment of the service. On the other hand what Doctors think about this service. Do they think this kind of service will be beneficial to them Or public. Do they think that such type of service can bring a reform in healthcare sector in INDIA.

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OBJECTIVE OF THE STUDY
Whether the idea of providing the health information with ease, will succeed or fail? The primary objective behind the study is to find out the acceptance of the service in the market. The Research project has been carried out to aid Religare Health, in offering services that the customer needs and to suggest ways in order to capitalize the market in an efficient manner. The other objectives are: a) Scope of Electronic Health Records among people. b) Acceptance of Electronic Health Records among people. c) Analysis of factors determining the variation in consultation fees among the doctors. d) Analysis of factors determining the variations hospital admission charges, operative procedure charges, lab test charges etc. e) Customers requirement for constant updating on the latest medical facts.

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COMPANY PROFILE
About the Company: Introduction:

Religare Technova Limited is the holding company for the IT business of a large diversified Indian transnational business group. The group pursues aggressive business interests globally in Financial Services (Religare Enterprises), Health Care (Fortis HealthCare), Wellness (Religare Wellness, formerly Fortis HealthWorld), Diagnostics (Super Religare Laboratories, formerly SRL Ranbaxy) and Aviation and Travel (Religare Voyages). The offerings of the company are divided into Products and Services. The Religare Technova umbrella includes Religare Technova Global Solutions (formerly Asian CERC Information Technology Ltd and Capital Market Solutions Pty Ltd), a global leader in providing Enterprise Software Solutions to the Capital and Financial markets; Religare Technova IT Services Limited, which provides Enterprise IT Solutions and Religare Technova Business Intellect Ltd, which provides Knowledge Management Solutions.

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Currently with over 2000 employees and presence in over 10 countries, Religare Technova is poised to be a leader in the global IT space. Religare Technova focuses on clients in key verticals such as Banking and Financial Services, Insurance, Capital Markets and Health Sciences (Healthcare and Pharmaceuticals).
Philosophy
Vision: "To build a globally scalable business of excellence in the IT domain". Mission: To institutionalize and put into place, processes that shall enable the organization to achieve leadership position in the IT domain and to develop, build and nurture high quality client relationships backed by diligence, ethics and values. Identity: Religare is a Latin word that translates as to bind together. This reflects the integrated nature of the services the company offers. The name is paired with the symbol of a four-leaf clover, a rare mutation of the common three-leaf clover. HOPE-TRUSTCARE-GOOD FORTUNE, are all elements that perfectly combine the emblematic and rare, four-leaf clover to visually symbolize the values that bind together and form the core of the Religare vision. Technova has been chosen to represent the companys commitment to innovation and excellence in the technology business. This name has been chosen to reflect the integrated nature of the services that the company offers as well as the partnership model it follows. The symbol of Religare Technova circle stands for balance and synchronization and our commitment to quality and wholeness. It represents the tradition of incorporating different ideas and solving complex problems. The symbol represents complete customer centricity and our aim of insulating our customers from environmental risks.

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Leadership
Mr. Sunil Godhwani, Chairman and Managing Director, Religare Enterprises Limited, is the driving force behind the company. A man with a vision to create a global business of excellence, he is the inspiration to all as he spearheads the companys management and global operations; strategizing and directing it through its next phase of growth. Mr. Padam Bahl, Mr. Vikram Sahgal, Dr. Preetinder Singh Joshi, Maninder Singh Grewal, Mr. Harpal Singh, Mr. J W Balani and Ms. Sunita Naidoo are other Director of Board.While Mr. Maninder Singh Grewal (MD), Mr. Sanjay Padode (CEO) and Mr. Ralph Horne (CEO) forms a management team.
Location
The office of Religare Technova Ltd is located at: A-3,A-4,A-5, Plot No. 11, GYS Global, Sector - 125 Noida, Uttar Pradesh - 201301, India Phone:- +91-120-339-1000 Email us at: connect@religaretechnova.com
Other Groups

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Religare Enterprises Limited is a global financial services group with a presence across Asia, Africa, Middle East, Europe and the Americas. In India, Religares largest market, the group offers a wide array of products and services ranging from insurance, asset management, broking and lending solutions to investment banking and wealth management. The group has also pioneered the concept of investments in alternative asset classes such as arts and films. With over 10,000 employees across multiple geographies, Religare serves over a million clients, including corporates and institutions, high net worth families and individuals, and retail investors. Fortis Healthcare Limited, established in 1996 was founded on the vision of creating an integrated healthcare delivery system. With 22 hospitals in India, including multispecialty & super specialty centres, the management is aggressively working towards taking this number to a significant level in the next few years to provide quality healthcare facilities and services across the nation. Super Religare Laboratories Limited (formerly SRL Ranbaxy) within 11 years of inception has become the largest Pathological Laboratory network in South Asia. It started a revolution in diagnostic services in India by ushering in the most specialized technologies, backed by innovation and diligence. The current footprint extends well beyond India in the Middle East and parts of Europe. Religare Wellness Limited (formerly Fortis Healthworld) is one of the leading players in the wellness retail space with a footprint of 100 stores across India. The group envisages setting up a pan India world class retail network of wellness stores that would provide comprehensive solutions under one roof. The group also operates in the domain of integrated Air Charter and Travel, anchored under the holding company Religare Voyages Ltd. The Air Charter business is one of the largest in the non-scheduled space in the country with its own top-of-the-line fleet that comprises jets, helicopters and turbo props. The travel business is duly accredited for complete management of both in-bound and out-bound domestic and international travel.

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About the Topic

Religare Health, an initiative of Religare Technova Limited, is developing a healthcare portal. HealthLine 24x7 is a one-stop destination for in-depth and exhaustive patient centric information on healthcare. It is committed to empower the consumer with the right health information, enabling them to make informed choices.

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HealthLine 24x7 - the one and only place for reliable relevant and complete health Information. It is just a call or click away. (Call it on 33006666 or reach us at www.healthline24x7.com ) HEALTHLINE 24X7 is a platform which is not only allowing a Live interaction between Doctors and Patients over Internet but will also provide other value added services like maintaining electronic health records, online appointment scheduling, online payments and many more.
Search
Compare Evaluate Select
At Health Line 24x7, the consumer can search a comprehensive database of all the healthcare service providers listed from across the five metros. These healthcare service providers have been categorized on basis of various parameters of consumers choice to make things easier. This categorization will help you to compare and evaluate the healthcare service provider not only on the criteria of location and specialization but also on other benchmarks like- experience level, education details, fee, timing, emergency handling, home visit, awards won, etc. Our aim is to help you select the most suitable healthcare service provider. HealthLine 24x7s work does not end with the search; we even have the facility to schedule appointment of the healthcare practitioner for you.
HEALTHLINE 24X7 is built with the vision to help patients get "the right quality of healthcare services, at the right time". Its main objective is to allow public to make an "informed choice" by helping them to view details of the doctors and the hospitals before visiting them. HEALTHLINE 24X7 will be instrumental in reducing the information asymmetry that is prevailing in the healthcare sector by making all the relevant facts accessible in real-time basis.
Feeling completely clueless about a disease!

HealthLine 24x7 has compiled an exhaustive list of diseases complete with their causes, symptoms, diagnosis, treatment and alternative remedies. This information will make

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common man understand the disease better and manage and monitor it more efficiently and effectively.
Symptom-to-disease-to-specialist
Let it know the symptoms and it will not only help to identify the possible causative diseases but also assist in locating the right specialist. The dedicated and qualified team is available round the clock, ready to address any health query.
Robust information on all medicines

HealthLine24x7 provides robust information on all medicines categorized by pharmacology - action time, common dosage, what to do in a missed dose, over dose, precaution during pregnancy, for kids and for old age, side effects, used to treat diseases, price comparisons by various manufactures, availability in locations, brands available, substitutes or alternatives, etc. Religares initiative, a healthcare portal, can also cater to the need of international patients who want to get their treatment done in India in a cost-effective, safe and hygienic manner. Hundreds of domestic/international patients are expected to be benefitted from Religare Health by means of live assistance, "Ask our Experts" service and phone based directory services which come at absolutely free-of-cost to the users.

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CHAPTER 2
RESEARCH METHODOLOGY
SOURCE OF DATA SAMPLE SIZE METHOD OF DATA COLLECTION INSTRUMENT USED STATISTICAL TOOLS AND TECHNIQUES OF ANALYSIS

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METHODOLOGY
Research Design
Research design depends on the nature or the type of research involved. The type of research can be of exploratory, descriptive or causal in nature. Type of Research The primary objective of the study is to find out the acceptance of the Healthcare Information System in the market and understanding the behavior of the consumers towards it. So, descriptive research is most suitable for the project as the objective of descriptive research is to describe things, such as the market potential for product/services or the demographics and attitudes of consumers who buy the product/services. Population/Universe The target audience comprises of all the stakeholders in healthcare sector i.e. Doctors, Path Labs, Radiology Labs, Pharmacists, Opticians, Hospitals & Nursing Homes/Clinics and Consumers of the service in West Delhi Region. Sample Size In order to understand the behavior of the population defined above, a sample of 100 has been taken for the study. This sample size is further divided into: a) 70 Customers and b) 30 Doctors. Sampling Technique

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Non probability sampling has been used in order to draw the sample from that part of population which is close to hand. The reason behind Judgmental and convenience sampling is that it is readily available and convenient for selecting the sample population.
Data Collection
Primary and Secondary data The research consists of the application of both primary and secondary data. Primary data was collected through a questionnaire specially designed for doctors and consumers. The secondary data was collected through websites and from various journals and magazines. Instruments for Data Collection The data was collected through: a) Forms designed specifically for Doctors, Pharmacists, Diagnostics Labs, Opticians and Hospitals & Nursing Homes/Clinics, by the company for the purpose of creating the database for Healthcare Information System, and b) A questionnaire was also designed by especially for Doctors and Consumers, in order to understand their behavior towards the service. The questionnaire is designed with the view of knowing the level of willingness in the people to really use this service and to know the views of the doctors about this service and acknowledge their valuable suggestions to make this service successful.
Method for Data Collection

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Field work in terms of going to doctors and making them fill up the questionnaires, then explaining them the service and taking their feedbacks on the prospects of the business. People were also made to fill up the questionnaires to evaluate their response for this service in the locality assigned to me by the company i.e. areas of West Delhi.
CHAPTER 3
DATA ANALYSIS
GRAPHIC REPRESENTATION

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DATA ANALYSIS
Publics Opinion
1. Gender: Based on Gender Table No. 1- Respondent's Gender Frequency Female Male Total 32 38 70 Percent 45.7 54.3 100.0 Valid Percent 45.7 54.3 100.0 Chart No. 1 Cumulative Percent 45.7 100.0

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Summary: Out of the 70 Respondents: 46% of the population comprises of females and 54% are males. 2. Age: Based on Age
Table No. 2 Respondent's Age Frequency 18-25 years 26-35 years 36-45 years 46-60 years Total 39 14 11 6 70 Percent 55.7 20.0 15.7 8.6 100.0 Valid Percent 55.7 20.0 15.7 8.6 100.0 Cumulative Percent 55.7 75.7 91.4 100.0
Chart No.2

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Summary:
Out of the 30 respondents: 56% of sample represented by age group 18-25 years, 20% by age group 26-35 years, 16% by age group 36-45 years, 8% by age group 46-60 years, and 0% represented by age group 60 & above.
Q1. Do you have an internet facility at your Home/Office/Clinic?
Table No. 3 Access to Internet Facility Frequency Yes No Total 58 12 70 Percent 82.9 17.1 100.0 Valid Percent 82.9 17.1 100.0 Chart No. 3 Cumulative Percent 82.9 100.0

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Summary: Bases on the survey conducted, 83% of the population have an access to internet facility.
Q2. According to you RELIGARE TECHNOLOGIES is into:

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Table No. 4 Peoples Perception about Religare Technologies Frequency Financial Services Global IT Services Healthcare Never Heard Before Financial Services & Healthcare Financial Services & Global IT Services Total 15 2 12 31 9 1 70 Percent 21.4 2.9 17.1 44.3 12.9 1.4 100.0 Chart No. 4 Valid Percent 21.4 2.9 17.1 44.3 12.9 1.4 100.0 Cumulative Percent 21.4 24.3 41.4 85.7 98.6 100.0
Summary: Majority of the population are not aware of Religare Technologies and those who are aware, are mostly confined to Financial & Healthcare Sector. Q3. What will you prefer to have an access to Medical Information with ease?

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Table No. 5 Preference Frequency Website Over Phone (Voice) Total 45 25 70 Percent 64.3 35.7 100.0 Chart No. 5 Valid Percent 64.3 35.7 100.0 Cumulative Percent 64.3 100.0
Summary: Majority of respondents prefer website over phone, in order to access to medical information with ease.
Q4. Would you like to be updated on Health News?

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Table No.6 Updates for Health News Frequency Yes No Total 45 25 70 Percent 64.3 35.7 100.0 Valid Percent 64.3 35.7 100.0 Chart No. 6 Cumulative Percent 64.3 100.0
Summary: According to the statistics above 64% of the respondents wants to be updated with Health News, and 36% of the respondents havent shown their interest.
Q5. Will you participate in the discussion forum on our website? Netaji Subhas Institute of Business Management, Jamshedpur
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Table No. 7 Participation in the discussion forum Frequency Regularly Sometimes Never Total 7 32 31 70 Percent 10.0 45.7 44.3 100.0 Chart No. 7 Valid Percent 10.0 45.7 44.3 100.0 Cumulative Percent 10.0 55.7 100.0
Summary: forum. 10% of the respondents have said that they will participate in the Discussion forum on a regularly basis, 46% of the respondents will participate sometimes, and 44% of the respondents dont have time for this.
There is a mixed response by the respondents, regarding the participation in the discussion

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Q6. Are you aware of any such type of service being already provided in the market?
Table No. 8 Awareness about such kind of service being already provided Frequency Yes No Total 9 61 70 Percent 12.9 87.1 100.0 Valid Percent 12.9 87.1 100.0 Chart No. 8 Cumulative Percent 12.9 100.0
Summary: It is observed that there is a lack of awareness about such kind of service prevalent in the market as only 13% of the respondents said that they use Google and Just Dial Services presently.

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Q7. Would you like us to maintain your Health Records electronically?
Table No. 9 Electronic Health Record Frequency Yes No Total 36 34 70 Percent 51.4 48.6 100.0 Valid Percent 51.4 48.6 100.0 Chart No. 9 Cumulative Percent 51.4 100.0
Summary: Half of the population wants to maintain their health records electronically and other half is not interested.

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Q8. Would you like to fix an appointment with the physician and hospitals using our service, if provided? Table No. 10 Fix an appointment using our service Frequency Yes No Total 42 28 70 Percent 60.0 40.0 100.0 Valid Percent 60.0 40.0 100.0 Cumulative Percent 60.0 100.0
Chart No. 10
Summary:

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60% of the respondents would like to fix their appointment with the doctor well in advance using Religares service, while 40% of respondents dont want to fix an appointment. If interested in fixing an appointment, which medium would you prefer?
Table No. 11 If Yes to Q8 Frequency Website Over Phone (Voice) Total Not Applicable Total Chart No. 11 18 24 42 28 70 Percent 25.7 34.3 60.0 40.0 100.0 Valid Percent 42.9 57.1 100.0 Cumulative Percent 42.9 100.0
Summary: In order to fix an appointment, respondents have preferred Phone in order to fix an appointment as only 43% have said they will use Website for the purpose.

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Q9. Would you like us to remind you about your appointment fixed with the physician or hospital? Table No. 12 Appointment Alerts Frequency Yes No Total 36 34 70 Percent 51.4 48.6 100.0 Valid Percent 51.4 48.6 100.0 Cumulative Percent 51.4 100.0
Chart No. 12

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Summary: 51% of the respondents have liked the concept and will use it and 49% of the respondents have refused for using this service.
If interested in appointment alerts, which medium would you prefer?
Table No. 13 Frequency SMS Over Phone (Voice) E-mial Total Not Applicable Total Chart No. 13 18 16 2 36 34 70 Percent 25.7 22.9 2.9 51.4 48.6 100.0 Valid Percent 50.0 44.4 5.6 100.0 Cumulative Percent 50.0 94.4 100.0

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Summary: Interested respondents in Appointment Alerts Service have preferred SMS followed by Phone. Only 6% of interested respondents have opted for E-Mail. Q10. Would you like us to remind you that - its your medicine time?
Table No. 14 Medicine Alarm Frequency Yes No Total 37 33 70 Percent 52.9 47.1 100.0 Valid Percent 52.9 47.1 100.0 Cumulative Percent 52.9 100.0
Chart No. 14

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Summary: Considering the facts, 53% respondents have opted for Medicine Alarm Service and others seems to be not interested. If interested in Prescribed Medicines Alarm, which medium would you prefer? Table No. 15 If Yes to Q10 Frequency SMS Over Phone (Voice) E-mail Total Not Applicable Total 24 11 2 37 33 70 Percent 34.3 15.7 2.9 52.9 47.1 100.0 Valid Percent 64.9 29.7 5.4 100.0 Cumulative Percent 64.9 94.6 100.0

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Chart No. 15
Summary: SMS as a medium is a choice of 65% of the interested respondents whereas 30% of the interested respondents have opted phone and only 5% goes for E-Mail.
Q11. Would you like to write-off your hospitals due or make payment to doctor online?
Table No. 16 Online Payment Frequency Yes No Total 34 36 70 Percent 48.6 51.4 100.0 Valid Percent 48.6 51.4 100.0 Cumulative Percent 48.6 100.0

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Chart No. 16
Summary: 49% of the respondents would like to make payment online, and 51% of the respondents are not interested.
Q12. Will you use the Health Tools i.e. Health Calculators such as Weight, Diet, Disease Risk and Womens health related calculators online? Table No. 17 Health Tools Frequency Yes No Total 26 44 70 Percent 37.1 62.9 100.0 Valid Percent 37.1 62.9 100.0 Cumulative Percent 37.1 100.0
Chart No. 17

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Summary: Majority have disliked the concept of health calculators, while 37% of the respondents would like to use it.
Q13. Will you refer others to make use of our services?
Table No.18 Refer others to make use of our services Frequency Yes No Total 51 19 70 Percent 72.9 27.1 100.0 Valid Percent 72.9 27.1 100.0 Cumulative Percent 72.9 100.0

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Chart No. 18
Summary: 73% of the respondents have said that they will refer others to make use of Religares initiative, while 27% of the respondents declined to refer it to others.
Doctors Opinion
Gender: Table No. 19 Respondent's Gender Frequency Female Male Total 11 19 30 Percent 36.7 63.3 100.0 Valid Percent 36.7 63.3 100.0 Cumulative Percent 36.7 100.0

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Chart No. 19
Summary: Out of the 30 Doctors: 37% of the population comprises of females and 63% are males.

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Age: Based on age
Table No. 20 Respondent's Age Frequency 18-25 years 26-35 years 36-45 years 46-60 years Total Chart No. 20 7 6 14 3 30 Percent 23.3 20.0 46.7 10.0 100.0 Valid Percent 23.3 20.0 46.7 10.0 100.0 Cumulative Percent 23.3 43.3 90.0 100.0
Summary:
Out of the 30 respondents: 23% of sample represented by age group 18-25 years, 20% by age group 26-35 years, 47% by age group 36-45 years, 10% by age group 46-60 years, and 0% represented by age group 60 & above

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Q1. Do you have an internet facility at your Home/Office/Clinic?
Table No. 21 Access to Internet Facility Frequency Yes No Total 27 3 30 Percent 90.0 10.0 100.0 Valid Percent 90.0 10.0 100.0 Cumulative Percent 90.0 100.0
Chart No. 21
Summary: Netaji Subhas Institute of Business Management, Jamshedpur

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Only 1 doctor out of 10 does not have an access to internet facility, based on the survey conducted. Q2. According to you, RELIGARE TECHNOLOGIES is into:
Table No. 22 Peoples Perception about Religare Technologies Frequency Financial Services Healthcare Never Heard Before Financial Services & Healthcare Total Chart No. 22 5 12 9 4 30 Percent 16.7 40.0 30.0 13.3 100.0 Valid Percent 16.7 40.0 30.0 13.3 100.0 Cumulative Percent 16.7 56.7 86.7 100.0
Summary: Survey has shown that people are less aware of Religare Technologies. According to the results, the facts can be summarized as follows:

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40% of doctors knows that Religare is into Healthcare Sector, 17% of doctors knows that Religare is into Financial Sector, 13% of doctors knows that Religare is into both the sectors mentioned above, and 30% of doctors are not aware of Religare.
Q3. What will you prefer to have an access to Medical Information with ease?
Table No. 23 Preference Frequency Website Over Phone (Voice) Total Chart No. 23 19 11 30 Percent 63.3 36.7 100.0 Valid Percent 63.3 36.7 100.0 Cumulative Percent 63.3 100.0
Summary:

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Most of the doctors have preferred Website as better option to access to the medical information, whereas only 37% of doctors are interested in using Phone as a medium.
Q4. Would you like to be updated on Health News?
Table No. 24 Updates for Health News Frequency Yes No Total 22 8 30 Percent 73.3 26.7 100.0 Valid Percent 73.3 26.7 100.0 Cumulative Percent 73.3 100.0
Chart No. 24

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Summary: According to the statistics above 73% of doctors wants to be updated with Health News, and 27% of doctors havent shown their interest.
Q5. Will you participate in the discussion forum on our website?
Table No. 25 Participation in the discussion forum Frequency Regularly Sometimes Never Total Chart No. 25 3 18 9 30 Percent 10.0 60.0 30.0 100.0 Valid Percent 10.0 60.0 30.0 100.0 Cumulative Percent 10.0 70.0 100.0
Summary:

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60% of doctors have said that they will participate in the Discussion forum Sometimes. 10% of doctors will participate on a regularly basis 30% of doctors dont have time for this.
Though doctors wont participate on a regular basis, but majority have shown the interest for Discussion forum. Q6. Are you aware of any such type of service being already provided in the market?
Table No. 26 Awareness about such kind of service being already provided Frequency Yes No Total 4 26 30 Percent 13.3 86.7 100.0 Valid Percent 13.3 86.7 100.0 Cumulative Percent 13.3 100.0
Chart No. 26

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Summary: Majority of the doctors are not aware of any such service prevalent in the market and those who knows are less in no. and refer to Just Dial, Yahoo Health etc. Thus, there is a lack of awareness about such kind of service on the part of doctors.
Q7. Would you like to publish your Medical Research Articles on our Forum?
Table No 27 Publish - Medical Research Articles Frequency Yes No Total 13 17 30 Percent 43.3 56.7 100.0 Valid Percent 43.3 56.7 100.0 Cumulative Percent 43.3 100.0
Chart No. 27

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Summary: There has been a mixed response from the doctors on publishing Medical Research Articles as 43% said they will publish While 57% refused to do it.
Q8. Will you consult to the specialists for better information using our services in future?
Table No. 28 Consult from specialists Frequency Yes No Total 12 18 30 Percent 40.0 60.0 100.0 Valid Percent 40.0 60.0 100.0 Cumulative Percent 40.0 100.0
Chart No. 28

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Summary: 60% Doctors refused to consult the other available specialists online. Whereas 40% Doctors have refused to consul
Q9. Would you like to provide value added services to your patients?
Table No. 29 Value added services Frequency Yes No Total 18 12 30 Percent 60.0 40.0 100.0 Valid Percent 60.0 40.0 100.0 Cumulative Percent 60.0 100.0
Chart No. 29

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Summary: 60% Doctors wants to provide value added services to their patients and 40% of the sample thinks it is of no use.
Table No. 30 Online Appointment Scheduling Online Payments Electronic Health Records E-Mail Reports Prescribed Medicine's Alarm Appointment Alerts Total Chart No. 30 Frequency 13 7 9 4 4 5 42 Percentage 31 17 21 9 10 12 100

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Summary: On the basis of those 60% interested doctors: Majority wants to provide facility for Online Appointment Scheduling, followed by Electronic Health Records, whereas 17% of the sample has shown their interest in Online Payment Facility. Appointment Alerts, Prescribed Medicines Alarm and E-Mail Reports were less entertained.
Q10. In your opinion, what should be the price range for these value added services on a monthly basis?
Table No. 31 Price for Package Frequency Rs. 200-300 Rs. 300-400 Not Willing to Pay Total Chart No. 31 19 6 5 30 Percent 63.3 20.0 16.7 100.0 Valid Percent 63.3 20.0 16.7 100.0 Cumulative Percent 63.3 83.3 100.0

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Summary: As per the data collected: 63% of doctors will think the price band should be Rs. 200-300, 20% of doctors feel it should be Rs. 300-400, and
17% of doctors are not willing to pay for it. Q11. Will you refer your patients to make use of our services?
Table No. 32 Refer our services to patients Frequency Yes No Total 24 6 30 Percent 80.0 20.0 100.0 Valid Percent 80.0 20.0 100.0 Cumulative Percent 80.0 100.0
Chart No. 32

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Summary: 80% of doctors will refer Religares initiative to their patients while 20% of sample refused to do so.

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CHAPTER 4
RESULT & INTERPRETATION
FINDINGS AND THEIR IMPLICATIONS

On the basis of survey undertaken, it has been concluded that: a) According to the result of the survey, it has been found that in this era of technology more than 83% of the people use internet in their day to day life .So

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there is a tremendous scope in persuading the people to use this healthcare portal for organizing their health needs.
b) Religare has to perform various above the line(ATL) and below the line(BTL)
activities to create awareness about the firm in the general public and to generate trust in people about authentication of services as more than 31% of the customers have not heard about the brand before. Instead of the fact that Religare is a large diversified Indian transnational business group consisting of Financial Services (Religare Enterprises), Health Care (Fortis HealthCare), Wellness (Religare Wellness, formerly Fortis HealthWorld), Diagnostics (Super Religare Laboratories, formerly SRL Ranbaxy) and Aviation and Travel (Religare Voyages), majority of people are not aware of Religare Technologies and those who are aware of it, confined Religare Technologies to Financial & Healthcare Sectors only. c) More than 45% of the people are comfortable with website than. So online healthcare portal can be of great value to the customers. d) Majority have shown that they are health conscious and would like to updated on health news regularly, ensuring that people will check out the Health News Section on the website. e) Since according to the study of data it has been made clear that majority of the population has agreed to participate in medical discussions sometimes during their surfing time. So, we can make this service improve over a period by including voice and video features into the discussion portal to make it more interactive. f) It has been observed that people in mass are not aware of any such kind of service presently, despite of so many portals. Minority of population access to Just Dial service or just Google it, for knowing small details like contact details of a hospital / nursing home etc. As a result of Religares initiative, people will get a proper platform in order to access to Healthcare Information. g) There has been a mixed response by the people regarding the value added services. Half of the sample population wants to make use of these services, as they have

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shown their interest in maintaining their Electronic Health Records, fixing an Online Appointment, Appointment Alerts, Medicine Alarm service and Online Payment Option. Further, these interested respondents have preferred both website and phone equally, as medium of communication. However, the use of E-Mail as a medium for alerts and alarm services was less opted by them. In addition to this, majority of doctors are also willing to provide these services to their patients. Even before launching the service, Religare is able to create a small market for itself which can be considered as one of the strengths. h) Major section of the sample population have admired the Religares initiative and said that they will refer others too, to make use of this service, thereby, enhancing the chances of success for Religare Health via word of mouth publicity. i) 73% of the doctors have considered it a great initiative on part of Religare to establish Healthline a platform which has the potential to bring reform in healthcare sector in INDIA. They have given their consent to be updated regularly by means of Healthline. j) Doctors are liked the concept of initiating discussions in online and giving suggestions to the needy. They agreed to participate in the discussions as per their schedule. This will in fact help doctors in a way to increase their business as it is a part of their promotional activities. k) Among the sample of doctors, the percentage of doctors who have said that theyll publish their articles on the Website is below 50%. Thus, there is a need to encourage doctors participation, as an article published by a doctor is of more value as compared to article published by other.
l) 60% of the doctors also want to revolutionize their work with the help of
Healthline thereby providing a basket of value added services to their patients like Online Appointment Scheduling, Electronic Health Records, E-Mail Reports ,Prescribed medicine alarm , appointment alerts and online payments. m) According to the opinions of the doctors, the price band of these services should be Rs.200-300 per month and only 20% of doctors feel it should be Rs.300-400

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per month. However, there are few doctors who want to make use of these services but dont want to pay for it. Strategically designed packages could be profitable for both the parties involved.
CHAPTER 5
LIMITATION OF THE STUDY

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LIMITATIONS OF THE STUDY
1. First of all, the study was completed in a very short period of 8 weeks. so the inferences of the study does not give a complete information about the various faces of the situation.
2. People who do not want to answer certain questions, or they may want to impress the researcher and fabricate the truth by filling in untrue answers, making questionnaires unreliable and sometimes invalid.
3. Since the study was based only on a total of 100 respondents, so the interpretations on the sample of data which is assumed to be the representative of whole population can be taken as wrong. So for such a study, the sample size should be large.
4. The answers to the questionnaires by the people are often not the actual tendencies of the people which they will do in their real life situation.
5. Doctors are quite busy in their work to give us time for the filling of the questionnaires. So it takes a lot of deal to make a doctor interested in our study.

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CHAPTER 6
CONCLUSIONS

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CONCLUSION
This project requires great branding because it is still to establish its own identity in the market and make it a trusted brand. Religare has to increase direct communication system stronger in terms of increased above the line and below the line activities. Healthline has to become a brand in the near time as it includes patients and their doctors, so it is a responsibility of the service to place the patient in the right hands. Healthline 24x7 will go a long way in the market as it has the potential to grow in the various societies and areas. Religare has to increase the frequency of its advertisements and direct marketing programmes to ensure the success of this project.

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CHAPTER 7
SUGGESTIONS & RECOMENDATIONS
RECOMMENDATIONS

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The number of internet users worldwide is expected to touch 2.2 billion by 2013 and India is projected to have the third largest online population during the same time - with China and the US taking the first two spots, respectively and Asia will continue to be the biggest Internet growth engine. Globally, there were about 1.5 billion Internet users in the year 2008 and according to a report titled 'Global Online Population Forecast, 2008 to 2013' emerging markets like India would see a growth of 10 to 20 per cent by 2013.Thus, there is an extreme opportunity for Religare to organize the healthcare sector and be the first in the country to do this phenomenon. The various recommendations/suggestions for this project to religare health can be: 1. First of all , the project is going to be successful when more and more people will make use of their services and people will make use of the service if it belongs to a trusted brand. Results have shown that the people have shown much trust on the relagare health brand, so the recommendation is that this project should be headed under the brand name of religare health. 2. Being a healthcare portal , it is very important that it should have a pan india reach and penetration to the larger extent. This service is started only in metropolitan cities like delhi, Bangalore, Kolkata and Mumbai. So , it is recommended for this project to be live in other cities also as these cities also have a huge potential in this service .
3. Since this service includes doctors and their phone nos etc. same can be done by any other search portal and voice portal like just dial. Therefore, in order to draw the public attention to our service, participation of doctors is equally important in order to stand apart. Video chat with doctors, consulting the doctor online, making an appointment or payment through our services, publish research articles on forum etc is possible only when doctors believe in the concept and participate too.

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CHAPTER 8
BIBLIOGRAPHY

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Bibliography
Kotler Philip, Marketing Management, 11th Edition, 2005, Pearson Education Pte. Ltd., Delhi. Chhabra T.N., Marketing Management, 4th Edition, 2008, Dhanpat Rai & Co. (Pvt.) Ltd., Delhi. Gupta C.B. & Nair N.Rajan, 11th Edition, 2009, Sultan Chand & Sons, New Delhi.
Webliography
Arens, William F. Contemporary Advertising. 7th ed. Boston: Irwin/McGraw-Hill, 1998. Belch, George E., and Michael A. Belch. Advertising and Promotion: An Integrated Marketing Communication Perspective. 4th ed. Boston: Irwin/McGraw-Hill, 1998.

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Cutlip, Scott M., Allen H. Center, and Glen M. Broom. Effective Public Relations. 8th ed. Upper Saddle River, NJ: Prentice-Hall, 1999. Harris, Thomas L. Value-Added Public Relations: The Secret Weapon in Integrated Marketing. Chicago: NTC Books, 1998. Manning, Gerald L. and Barry L. Reese. Selling Today: Building Quality Partnerships. 7th ed. Upper Saddle River, NJ: Prentice-Hall, 1998. Weitz, Barton W., Stephen B. Castleberry, and John F. Tanner. Selling: Building Partnerships. 3rd ed. Boston: Irwin/McGraw-Hill, 1998.

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CHAPTER 9
ANNEXURE
QUESTIONNAIRES
Annexure
MARKET RESEARCH FOR HAELTHCARE INFORMATION SERVICES OF RELIGARE TECHNOLOGIES HEALTHCARE SERVICES IN THE MARKET Graphs & Charts of HIDCP Report:
1. Sex Males Female
2. Age Group of Stakeholders 0 18 19 25 26 35 36 45

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46 60 3. Called to Healthline 24x7 through Voice Web
4. Satisfied with Healthcare Services Yes No
5. Done the Healthcare Services locations in South Delhi North Delhi Gurgaon 6. Chronic Dieseases / Any Health Problem Yes No East Delhi Faridabad West Delhi Ghaziabad
7. Called to Healthcare Centre from Customer No My No
8. Asked the Health Related Queries from the Doctors Yes No
9. Heard the Healthline 24x7 services earlier Yes No
10. Saved Healthline24x7 No Yes No

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Declaration from the Student

Date: Place: Jamshedpur

Netaji Subhas Institute of Business Management, Jamshedpur

Certificate from Company/ Organization

Netaji Subhas Institute of Business Management, Jamshedpur

Netaji Subhas Institute of Business Management, Jamshedpur

Certificate from Guide

Netaji Subhas Institute of Business Management, Jamshedpur

Place : Jamshedpur Date :

Prof. Rahul (Faculty Member) NSIBM, Jamshedpur

Netaji Subhas Institute of Business Management, Jamshedpur

Netaji Subhas Institute of Business Management, Jamshedpur

Chapter Chapter 1 Chapter 2

Page No. 7-8 10-16 09 17-19

Chapter 3 Chapter 4 Chapter 5 Chapter 6 Chapter 7 Chapter 8 Chapter 9

20-52 53-56 57-58 59-60 61-62 63-64 65 66

Netaji Subhas Institute of Business Management, Jamshedpur

Netaji Subhas Institute of Business Management, Jamshedpur

Netaji Subhas Institute of Business Management, Jamshedpur

Netaji Subhas Institute of Business Management, Jamshedpur

OBJECTIVE OF THE STUDY

Netaji Subhas Institute of Business Management, Jamshedpur

About the Company: Introduction:

Netaji Subhas Institute of Business Management, Jamshedpur

Netaji Subhas Institute of Business Management, Jamshedpur

Netaji Subhas Institute of Business Management, Jamshedpur

Netaji Subhas Institute of Business Management, Jamshedpur

About the Topic

Netaji Subhas Institute of Business Management, Jamshedpur

Compare Evaluate Select

Feeling completely clueless about a disease!

Netaji Subhas Institute of Business Management, Jamshedpur

Robust information on all medicines

Netaji Subhas Institute of Business Management, Jamshedpur

Netaji Subhas Institute of Business Management, Jamshedpur

Netaji Subhas Institute of Business Management, Jamshedpur

Netaji Subhas Institute of Business Management, Jamshedpur

Netaji Subhas Institute of Business Management, Jamshedpur

Netaji Subhas Institute of Business Management, Jamshedpur

Method for Data Collection

Netaji Subhas Institute of Business Management, Jamshedpur

Netaji Subhas Institute of Business Management, Jamshedpur

Netaji Subhas Institute of Business Management, Jamshedpur

Netaji Subhas Institute of Business Management, Jamshedpur

Q1. Do you have an internet facility at your Home/Office/Clinic?

Netaji Subhas Institute of Business Management, Jamshedpur

Q2. According to you RELIGARE TECHNOLOGIES is into:

Netaji Subhas Institute of Business Management, Jamshedpur

Netaji Subhas Institute of Business Management, Jamshedpur

Q4. Would you like to be updated on Health News?

Netaji Subhas Institute of Business Management, Jamshedpur

Netaji Subhas Institute of Business Management, Jamshedpur

Netaji Subhas Institute of Business Management, Jamshedpur

Q7. Would you like us to maintain your Health Records electronically?

Netaji Subhas Institute of Business Management, Jamshedpur

Netaji Subhas Institute of Business Management, Jamshedpur

Netaji Subhas Institute of Business Management, Jamshedpur

Netaji Subhas Institute of Business Management, Jamshedpur

If interested in appointment alerts, which medium would you prefer?

Netaji Subhas Institute of Business Management, Jamshedpur

Netaji Subhas Institute of Business Management, Jamshedpur

Netaji Subhas Institute of Business Management, Jamshedpur