From clinics to clicks: Internet emerges as ‘second doctor’ for confused patients

India’s healthcare system is witnessing a rising “patient confusion crisis”, particularly in Delhi-NCR, where a large number of patients leave medical consultations without fully understanding their condition, treatment plan, or next steps. As a result, nearly eight out of 10 patients turn to Google or social media for clarity after visiting a doctor, according to a survey released on Sunday.

Key Findings of the Survey

The India Patient Navigation and Confusion Index (IPNCI), 2026 surveyed 1,000 individuals across Delhi, Noida, Gurgaon, Faridabad, and Ghaziabad. It revealed that 73.8% of patients felt rushed during consultations, while 78.5% searched online afterward to better understand medicines, diagnostic tests, or referrals.

Additionally, around 70% of respondents reported that they were not clearly informed about the next steps in their treatment journey. Over 72% stated that hospitals lacked proper support systems such as help desks, coordinators, helplines, or digital tools to guide patients.

Lack of Guidance After Consultations

The report highlights a major gap in patient navigation, with many individuals unsure about where to go next after leaving the doctor’s chamber, whether for tests, scans, medications, or further treatment. This lack of structured guidance reflects communication gaps within healthcare institutions.

The situation has been described as a growing “patient navigation crisis”, where patients enter the system but are largely left to figure out their care journey independently.

Doctors Highlight Communication Gaps

“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.

Medical professionals emphasize that many patients today seek not just treatment, but also clarity and understanding of their health conditions and care process.

Shift Towards Large Private Hospitals

The study also found a growing trend of patients avoiding smaller hospitals and heading directly to large private hospitals. This shift is contributing to overcrowding and higher treatment costs.

Older individuals, particularly those above 56 years, were found to face the highest levels of confusion while navigating healthcare services.

Challenges in Government Hospitals

In government hospitals, the issue is even more pronounced due to heavy patient loads and limited infrastructure. A senior doctor at RML Hospital noted that doctors in outpatient departments often attend to nearly 100 patients within just four to five hours, leaving little time for detailed communication.

Need for Better Patient Communication

Dr Suranjit Chatterjee, senior consultant in internal medicine at Indraprastha Apollo Hospital, stressed the importance of clear communication:

“Medical information can sometimes be difficult for patients to process, especially when they are already dealing with health concerns. Clear explanations around conditions, tests and treatment plans help patients better understand their care journey,” he said.

Why Patients Turn to the Internet

Dr Rajiva Gupta, internal medicine specialist at CK Birla Hospital, explained that many patients seek online information due to unanswered questions after consultations.

“Patients often hear terms like fatty liver or sepsis without fully understanding what they mean in daily life,” he said.

He further pointed out the absence of structured guidance systems in hospitals:

“A receptionist manages appointments, but a patient navigator helps explain the treatment journey and guides patients through the next steps. In most hospitals, this role is missing,” Gupta said.

Need for Patient Navigation Systems

Experts suggest that hospitals are increasingly exploring counselling services and digital tools to bridge communication gaps and ensure continuity of care. The focus is gradually shifting toward not just providing treatment, but also ensuring that patients can effectively navigate the healthcare system.

[With TOI inputs]