Why 8 in 10 Delhi-NCR patients rush to the internet right after visiting a doctor

A survey has found that many Delhi-NCR patients search online after doctor consultations because many feel that their questions remain unanswered.

In Short

• The survey covered 1,000 respondents across five cities in Delhi-NCR
• About 70% got no clear guidance on tests or specialists
• Nearly 78% struggled to coordinate doctors, hospitals, labs and pharmacies

Nearly eight out of 10 patients in Delhi-NCR turn to Google or social media immediately after meeting a doctor because they leave consultations with unanswered questions, according to a new study.

The findings come from the India Patient Navigation and Confusion Index (IPNCI) 2026, which surveyed 1,000 people across Delhi, Noida, Gurugram, Faridabad and Ghaziabad.

The study found that many patients struggle to understand their diagnosis, treatment plans and what steps to take next, highlighting growing confusion in navigating the healthcare system.

PATIENTS SAY DOCTOR VISITS FEEL RUSHED

According to the survey, 73.8% of patients felt rushed during their consultations with doctors.

As a result, 78.5% said they searched online after their appointment because they were still unclear about their health condition, treatment or follow-up care.

The findings suggest that while patients are able to access healthcare services, many are not getting enough information during consultations to make informed decisions about their care.

"The healthcare challenge in India is no longer only about access, but also about navigation," said Dr Mohsin Wali, Advisory Board Member of the Indian Medical Academy for Preventive Health (IMAPH).

"While patients are entering the system, they are often left to navigate it on their own. The lack of structured care pathways and patient support mechanisms creates confusion, delays care, increases inefficiencies, and adds avoidable costs," he added.

LOST AFTER SEEING A DOCTOR

The study found that 70% of patients did not receive clear guidance on where to go next for blood tests, scans, diagnostic procedures or specialist consultations.

In addition, 78% reported difficulties coordinating care between doctors, hospitals, diagnostic centres and pharmacies.

More than seven in 10 respondents said they had no access to support services such as patient coordinators, hospital helpdesks, helplines or digital navigation tools that could guide them through the healthcare system.

Researchers said these gaps often leave patients confused and force them to rely on internet searches or advice from family and friends.

PATIENTS SKIPPING LOCAL HEALTHCARE FACILITIES

The report also found that many patients are bypassing the healthcare system's middle layer and directly visiting large private hospitals.

Nearly 36% of respondents said they went straight to private tertiary-care hospitals instead of first seeking care at secondary-level facilities.

Experts warned that this trend can increase healthcare costs, overcrowd advanced hospitals and put additional pressure on specialists.

Only 21.4% of respondents reported using government healthcare facilities despite their affordability.

Saket Bansal, Founder of Pacific OneHealth Hospital, said the findings point to a "missing middle" in India's healthcare system.

"Patients are directly reaching tertiary hospitals because coordinated secondary care systems remain weak or fragmented. Strengthening this layer can significantly reduce patient confusion, improve continuity of care and reduce unnecessary healthcare expenditure," he told PTI.

The study gave Delhi-NCR an overall score of 68.5 on the Patient Navigation and Confusion Index, placing the region in the "High Confusion, Low Navigation" category.

Among all areas assessed, care navigation received the lowest score, indicating that helping patients move smoothly through different stages of treatment is one of the biggest challenges in the region's healthcare system.

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