Service line management in relation to patient satisfaction: a study at Fortis hospital, Bannerghatta road, Bangalore
Keywords: Service Line Management, Patient Satisfaction, Fortis Hospital, Healthcare Operations, Patient Journey.
Healthcare delivery today is not only about clinical excellence but also about how patients experience the system around them. In India’s competitive hospital environment, patient satisfaction has become a vital measure of success. Service Line Management (SLM) offers a structured way of organizing hospital services into coordinated units, ensuring that patients move smoothly from one stage of care to another.
This study, conducted at Fortis Hospital, Bengaluru as part of a final year BBA internship, set out to explore how service line management practices influence patient satisfaction. The research adopted a descriptive approach, drawing on hospital records, performance reports, and patient feedback systems. A total of 193 patients formed the basis of the analysis, with their experiences across registration, consultation, diagnostics, treatment, discharge, and billing carefully examined.
The findings highlight that satisfaction is shaped by more than medical outcomes. Operational factors such as waiting time, turnaround time, bed occupancy, and clarity of communication play a decisive role. Patients reported high levels of satisfaction with consultation and treatment services, where staff responsiveness and clinical care were strong. However, billing and discharge emerged as areas needing improvement, often associated with delays or lack of transparency. A notable insight was the role of counsellors introduced after consultation, who explained treatment costs and guided patients through insurance and cashless payment processes. This step significantly reduced confusion and anxiety, reinforcing trust in hospital services.
Overall, the study concludes that effective service line management strengthens coordination across departments, reduces fragmentation in patient journeys, and enhances satisfaction by aligning hospital operations with patient expectations. The project not only provides practical recommendations for hospital administrators but also bridges classroom learning with real time healthcare practice, offering valuable exposure to the realities of service quality management.
Registration ID: IJVRA_701023 Published ID: IJVRA2603274
"Service line management in relation to patient satisfaction: a study at Fortis hospital, Bannerghatta road, Bangalore ", IJVRA - International Journal of Versatile Research and Analysis (www.IJVRA.org), ISSN:2984-8903, Vol.4, Issue 3, page no.130-131, March-2026, Available :https://ijpub.org/ijvra/papers/IJVRA2603274.pdf
Paper Reg. ID: IJVRA_701023
Published Paper Id: IJVRA2603274
Research Area: Management All
Country: Kothanur, Bengaluru, Karnataka, India
ISSN: 2984-8903 | IMPACT FACTOR: 9.12 Calculated By Google Scholar | ESTD YEAR: 2023
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© 2026 - Authors hold the copyright of this article. This work is licensed under a Creative Commons Attribution 4.0 International License and The Open Definition.
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