title: Strategic action grids: a study in Indian hospitals.
abstract: OBJECTIVE
  The purpose of this paper is to provide strategic recommendations to Indian hospital administrators for improving service quality by analysing performance dimensions and the importance attached to them by patients and attendants.
  
  
  METHODS
  Patient and attendant perceptions were collected using a questionnaire.
  
  
  RESULTS
  Patients and attendants have different perceptions. Different customers have different needs of which providers need to be aware to better serve their consumers.
  
  
  CONCLUSIONS
  The study captured only 408 patient and attendants' perceptions--a 32 per cent response rate.
  
  
  CONCLUSIONS
  Results enable hospital administrators to develop appropriate strategies to improve their structure and function by analysing their strengths and weaknesses regarding their tangible and intangible assets.
  
  
  CONCLUSIONS
  The study included attendants, specifically in an Indian healthcare context.
authors.forename: Panchapakesan
authors.initials: P
authors.lastname: Padma
authors.forename: Prakash Sai
authors.initials: PS
authors.lastname: Lokachari
authors.forename: Rajendran
authors.initials: R
authors.lastname: Chandrasekharan
mesh_terms: D000328:Adult; D000367:Age Factors; D005190:Family; D005260:Female; D006739:Hospital Administration; D016304:Hospitals, Private / Q000458:organization & administration; D006779:Hospitals, Public / Q000458:organization & administration; D006801:Humans; D007194:India; D008297:Male; D008875:Middle Aged; D009937:Organizational Objectives; D010358:Patient Participation; D017060:Patient Satisfaction; D010361:Patients; D010465:Perception; D011787:Quality of Health Care / Q000458:organization & administration*; D012737:Sex Factors; D011795:Surveys and Questionnaires