Why 8 In 10 Patients Turn To Internet After Doctor Visits

New Delhi: India’s healthcare system is facing a growing “patient confusion crisis”, with nearly eight out of 10 patients in Delhi-NCR turning to Google or social media after visiting doctors because they leave consultations without fully understanding their illness, treatment or next steps, according to a survey released on Sunday.The India Patient Navigation and Confusion Index (IPNCI), 2026, was conducted among 1,000 respondents across Delhi, Noida, Gurgaon, Faridabad and Ghaziabad. It found that 73.8% patients felt rushed during consultations, while 78.5% searched online later for clarity about medicines, tests or specialist referrals.The study found that many patients struggle to understand where to go after leaving a doctor’s chamber — whether for tests, scans, medicines or further treatment — exposing major gaps in patient guidance and communication within hospitals.Around 70% respondents said they were not clearly guided about the next steps in care. More than 72% said hospitals did not provide support systems such as patient help desks, coordinators, helplines or digital guidance tools.The report 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,” said Dr Sunil Khetarpal of the Association of Healthcare Providers India.The study also found that many patients were directly going to large private hospitals instead of smaller secondary-level hospitals, increasing crowding and treatment costs.Only 21.4% respondents said they used govt hospitals despite lower treatment costs there.“The lack of a proper referral systems and patient guidance is increasing confusion and unnecessary healthcare expenses,” said Padma Shri Dr Mohsin Wali of the Indian Medical Academy for Preventive Health.Older people above 56 years were seen facing the maximum confusion while navigating healthcare services.Researchers called for better doctor-patient communication, stronger referral systems and dedicated patient guidance services in hospitals.