New Delhi: India's healthcare system is confronting a growing 'patient confusion crisis,' with nearly eight out of 10 patients in Delhi-NCR resorting to Google or social media after consulting doctors, according to a survey released on Sunday. The India Patient Navigation and Confusion Index (IPNCI), 2026, conducted among 1,000 respondents across Delhi, Noida, Gurgaon, Faridabad, and Ghaziabad, found that 73.8% of patients felt rushed during consultations, while 78.5% later searched online for clarity about medicines, tests, or specialist referrals.
Key Findings of the Survey
The study highlights significant gaps in patient guidance and communication within hospitals. Approximately 70% of respondents said they were not clearly guided about the next steps in care after leaving the doctor's chamber—whether for tests, scans, medicines, or further treatment. More than 72% reported that hospitals lacked support systems such as patient help desks, coordinators, helplines, or digital guidance tools.
Navigation Crisis
Dr. Sunil Khetarpal of the Association of Healthcare Providers India described the situation as a growing 'patient navigation crisis,' where patients enter the healthcare system but are often left to manage everything on their own. 'Patients often feel rushed during consultations and move from one department to another without proper guidance,' he said. The study also found that many patients directly visited large private hospitals instead of smaller secondary-level hospitals, increasing crowding and treatment costs. Only 21.4% of respondents reported using government hospitals despite lower treatment costs there.
Impact on Older Patients
Padma Shri Dr. Mohsin Wali of the Indian Medical Academy for Preventive Health noted, 'The lack of proper referral systems and patient guidance is increasing confusion and unnecessary healthcare expenses.' Older people above 56 years faced the maximum confusion while navigating healthcare services, the study found.
Call for Improvement
Researchers called for better doctor-patient communication, stronger referral systems, and dedicated patient guidance services in hospitals. The findings underscore the urgent need for systemic changes to ease the burden on patients and enhance the overall healthcare experience.
