Digital patient delight vs. Physical patient delight in tertiary healthcare: A comparative study of service excellence frameworks at Kauvery hospital

Abstract

Background: In the evolving landscape of 21st-century medicine, "Patient Satisfaction" has become a baseline, while "Patient Delight" has emerged as the true north for healthcare providers. This article explores the dual-pillared framework of Digital Patient Delight (technological convenience and frictionless care) and Physical Patient Delight (human-centric empathy and clinical touch) at Kauvery Hospital. By analysing the hospital's "CHEERS" framework and the "Convenience-InsightIntelligence" digital model, we evaluate how these two dimensions synergize to improve clinical outcomes and patient loyalty.