Abstract
Indian hospital sector is now witnessing cut-throat competition to remain competitive and to attract patients from the foreign countries, they have to change their conventional systems towards more customer-centric approach. Due to the presence of considerable number of super-specialty hospitals, Kolkata is gradually becoming a preferred place in the field of medical tourism in India. Patients from African and Middle East counties are now coming here due to experienced and skilled medical and paramedical staffs, and facilities at an affordable price. The objective of this article is to examine the roles and initiatives of hospital management team in the process of retention of patients. We are also proposing certain strategies based on the value creation strategy for the medical tourism—which will ultimately contribute factors of this aspect. As a part of the qualitative study, we have collected data onto 80 respondents comprising doctors, nurses, supporting staffs and medical superintendent of different private hospitals in Kolkata. The results of this qualitative study indicate that different professional hospital management staffs need to behave like a united team with same organizational goal.
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