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Patient satisfaction factors with in house Third Party Administrator (TPA) department of a tertiary care hospital: a cross sectional analysis

ABSTRACT Purpose: The in-house Third Party Administrator (TPA) department of a hospital plays a vital role in delivering hassle-free, cashless insurance service to the patients. This study aims to find the factors associated with the in-house TPA department of a hospital governing the overall patient loyalty towards the hospital, for availing future health services in the private health insurance mode. Methods: A scale comprising 25 items, measuring two domains, 22 items of satisfaction with in house TPA services of the hospital and 3 items measuring patient loyalty towards the hospital for availing health insurance services, is used. After scale purification, 15 items are used to measure patient satisfaction of TPA services of the hospital. Multivariate techniques, such as Principal Component Analysis with Varimax Rotation and Hierarchical Regression Analysis is used. Results: Two identifiable factors explained 57% of the total variance and are named as ‘Physical evidences’ and ‘Professionalism’. These two identifiable factors have significantly and positively affected patient loyalty of insured patients towards the hospital. Originality / Novelty: In the knowledge of authors, this is the first-of-its-kind study, no earlier work of research could be found, where an attempt to identify factors governing patient satisfaction of in-house TPA services is carried out.