Appendix 5: Survey Questionnaire

Availability of various healthcare service offerings like group discounts, customized combo offers, etc. for increasing the functional area of the forum.

Importance of additional service offerings like daily fitness tips, medicine reminders, health blogs, specialized discussion rooms, etc. for more involvement of users.

Availability of the system facilitator/moderator to keep the forum run continuously, effectively and report irrelevant/fake contents to keep useful information intact.

Forum with 24*7 information availability that allow users to execute activities round the clock.

Need of robust policy and guidelines like functioning activities of online forums, valid prescription to purchase medicine, etc. for smooth and error free function of OHC.

Authentic and verified user profiles by login through Govt. ID (AADHAAR) or social media accounts that enable the community to become more responsible and reliable.

Secured and transparent forum with high safety measures like, anti-virus (Firewall) settings, secure online payment gateway, OTP verification, etc.

Smart, easy and graphically appealing user interface that makes the community responsive and operate with minimal clicks.

E-commerce services with latest features like ‘add to wish list’, ‘compare services’, ‘add to cart’, etc. using the OHC platform to increase the usage window of the forum.

Storing and referring past medical records to refer for future treatment activities.

Participating in consultation and information sharing activities in the OHC to acquire knowledge, disease prevention and connect similar groups.

Community without any irrelevant contents and dedicated collaboration space for expertise from same area for peer group discussion.

Importance of superior brand value and useful features of the OHC in motivating users to participate and contribute.

The customer support service in the OHC is motivating users to interact frequently.

The payment mode in the OHC is helpful to do any transaction through the online mode.

Active admin supervision on the forum to remove irrelevant contents that will make the forum appropriate and maximum useful.

Presence of facilitating Activities like time-to-time engagement, online polls, standard response templates for frequent treatment requests, email and SMS integration for mass communication, etc.

Option to use advanced customized filters to access the facilities from relevant and preferred activities.

Incorporation of advanced IT features like video consultation, social media integration, voice typing, prescription upload, etc. to enhance acceptance of the community.

Having a communication network within the OHC with exclusive spaces for management to discuss confidential strategies for overall.

Role of positive behavioural intention and word-of-mouth towards services that motivate participations and result in revisits and referrals.

Provision to rate responses and users and share reviews on related services in the forum in order to make it useful for other members while looking for any information.

Provision for referral in the social community to encourage customer to involve in online service system.

Services that are designed for the customer to have complete and better experiences.

Experience sharing accomplishments to help fellow participants gain knowledge and prepare better to deal with critical health concerns.

Complete and competitive service offerings for the customers that help to avail variety of facilities to attend all health-related requirements.