Study of Patients satisfaction and Hospital Care in Pakistan: A case Study of Medina Teaching Hospital University Faisalabad (original) (raw)
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World Applied Sciences …, 2011
Madina Teaching Hospital is attached Teaching Hospital of university Medical and Dental College, University of Faisalabad, which provides free of cost medical treatment of the patients. Quality care of patients means as patients who have the opinion that they are satisfied with the health services. This study explores how much the patients are satisfied with facilities given by the hospital as sample for the country. As health facilities, food, nutrition, sanitations and clean drinking water are the factors of Human Resource development and indicator for welfare state. In this study impact of medicine given in time by the nurse, environment of hospital, availability of food products supply, post-operative care facility and cleanliness has observed on patients satisfaction and quality of treatment. Also, evaluate the hospital care and suggest for the improvement of quality of care in this hospital as well as in Pakistan.
Patient satisfaction is the critical issue for healthcare providers. Health care organizations are working in a competitive environment. In these days hospital needs to enhance the level of satisfaction if they want to remain in the competition with other hospitals. Patient satisfaction is basically satisfying patients' expectations and understanding their needs. Patients' feedback can affect the overall quality, to improve organizational learning and development agenda and provide an opportunity. The aim of this study was to determine the patient satisfaction at Private hospital of Karachi for the in-patient departments. This study concludes that the majority of the patients are satisfied with the services provided by the in-patient departments of selected Private hospitals of Karachi. Specially, the patients and their attendants' are very much satisfied from Patient ward services, Laboratories services, food services, reception staff services, welfare services & healthcare services provided by the hospitals to the in-patient departments, therefore, this shows significant impact on overall patients' satisfaction. The strengths of the healthcare organizations as highlighted by patients must be continuing. However, some services need more care and focus when overall planning & strategies' will be made for planning & managing the health care system.
Main aim of this study is to identify barriers and critical success factors, which are affecting the level of patients' satisfaction. Previous studies show that the Perception of the quality of care and patients' satisfaction has the associations and there are bareirers which are affecting level of satisfaction. The patients were selected randomly and a questionnaire was used to evaluate the health care services provided like:diagnosis services, food services, and billing department services, emergency services, pharmacy services, physical appearance and layout of the hospital. This study concludes that the majority of the patients are satisfied with the services provided by the in-patient department of Aga khan hospital. The strengths of the organization as highlighted by patients must be continuing, on the other hand, some services need more focus, while planning and managing the health care system, like pharmacy and billing department services. The study recommends that the hospital must improve its billing system and should give discount on medicines as well.
Healthcare comes under the basic need of the human being; it is a responsibility of state to provide these facilities through healthcare units to prevent from common and fatal diseases to the society. Human capital is very unique and the most important element for the development of nations, healthy minds can change the world around them with their creativity, efficacy and productivity. In Pakistan, there are mainly two types of health care units, Public and Private, in this study the former one has been taken under consideration in this study. Public sector hospitals are generally considered poor service providers, mismanaged and politicized units. This study aims to assess the satisfaction level of the patients approaching public hospitals for healthcare services with a deep focus upon socio-demographic status of the patients. To analyze patients' satisfaction, certain service quality dimensions influencing patients' overall quality perceptions are taken by using SERVQUAL Model, which has been applied at one of the public sector hospital " Civil Hospital Karachi ". An analysis of 135 patients has been taken from 15 wards of Civil Hospital Karachi. Results showed that majority of the Patients were poor having income in between Rs.5000-10000 per month. Out of all variables, Tangibility (Physical Infrastructure) has received lesser satisfaction by Patients but overall patients were found satisfied with Services provided by Civil Hospital Karachi.Background of the Study:-Health care comes under basic need of the human being; it is responsibility of the state to provide these facilities at minimum cost and with an easy access. Service is intangible in nature. Therefore, it is general assumption that service care is difficult to measure. Healthcare service care people based thus, are heterogeneous (Conway 1997) in nature depends upon mood, environment, actions and circumstances of service provider and service receiver, doctors treat same disease with variations and patients vary in their opinions as well for the same consultant.
PATIENT SATISFACTION IN PRIVATE HEALTH FACILITIES OF KHOST PROVINCE
Rational: The country has increasingly developed its healthcare services in response to patient needs over recent decade particularly private health sector, but the quality of services which is provided by private sector has never been assessed systematically in the country. Patient satisfaction is one of the essential indicators for healthcare service improvement. From that view, the patient satisfaction survey is an instrument in monitoring health care delivery of a hospital in relation to cost and services. Specifically, outpatient department is the first-line healthcare consultation service that comes in contact with the patients. Therefore, the quality of care will indicate the quality of service of the hospital as perceived by the patients regarding various factors. Limited or no study has been conducted to show patient satisfaction in private health service delivery system in Afghanistan, therefore, it is very important to conduct this study. Objective: To understand the level of patients? satisfaction in private health care services, to determine the quality of health care services in private health care services and to identify patients? perception regarding health care services in private health sector. Method: Cross-sectional study with Mix method (Quantitative and Qualitative) the sample size is384 and the study conducted in Khost province of Afghanistan in a private hospital by the name of Qadari Hospital.it is the only known and well equipped private 70 beds hospital in the province. Population: The Study populations were those people who were coming to Qadari Hospital. It included both urban and rural population. Time Frame: The study took24 weeks from the start to the preparation of the first draft report. Results: Out of 384 participants 219 (57.03%) were male and 165 (42.97%) were female. Minimum age of study participants was 1 month and maximum was 86 years. Out of 384 participants 56 (14.58%) were most satisfied from waiting in the waiting room, 237 (61.72%) were satisfied, 88 (22.92%) were not satisfied and 3 (0.78%) were much dis-satisfied as showed in the following graphs: Conclusion and Recommendation: This study showed higher clients? satisfaction level in the health facilities. Clients were more satisfied
Hospital Characteristics and the Patient Satisfaction in Lahore, Pakistan
Journal of Pharmaceutical Research, 2021
Objective: Organizational set up of a hospital is broadly responsible to the transfer of services, their usefulness, and structural performance in patient outcomes. In current research, we study the relationship between hospital characteristics and several dimensions of patient satisfaction. Methods: Cross sectional data of 1680 patients admitted in 14 public and private hospitals located in Lahore, Pakistan was collected through a self-administered questionnaire during March, 2015 to August, 2015. Pearson and Spearman correlation techniques were used in SPSS 21 to find the desired relationships. Results: Patients were significantly (p<0.05) less satisfied in old aged hospitals as compared to the hospitals recently start operating. High income patients were less satisfied with the hospital than the low income patients. In addition, patients with long duration of stay at hospital were more satisfied than the short stay. Conclusion: Patient satisfaction is a key component in choosi...
Service quality and satisfaction in healthcare sector of Pakistan— the patients' expectations
International Journal of Health Care Quality Assurance, 2018
Purpose – The purpose of this paper is to assess the influence of patients' expectations from healthcare service quality on their satisfaction with nursing in public and private hospitals of Pakistan. Design/methodology/approach – Data (n = 456) were collected from three public sector hospitals and three private sector hospitals of Lahore, the capital of Pakistan's most populous province. Male and female patients who have experience of both sectors were surveyed using a self-administered questionnaire developed using the original SERVQUAL approach. Data were analyzed using the statistical techniques and the Laplace criterion. Findings – This paper attempts to explain degree of influences of five service quality constructs (empathy, responsiveness, tangibility, reliability and assurance) on Pakistani patients' expectations from the private and public sector hospitals and thus patient satisfaction. Further, this work can offer several intuitions into the effect of five constructs of service quality on patients' expectations of healthcare service quality and patient satisfaction with the service providers/nursing. The results reveal that the patient satisfaction is most strongly related to empathy in public sector and to responsiveness in private sector. Research limitations/implications – In light of the previous studies and the current research findings, the study anticipates no apparently significant improvement in healthcare sector of Pakistan in near future considering various factors discussed in the study. The study will also help the service providers and the policy makers in understanding the deteriorating situation of the Pakistani healthcare sector and will guide them in identifying the areas by improving which not only the healthcare service quality in the country can be improved but also the image of healthcare sector among the masses and competitiveness of the healthcare sector can be enhanced. Originality/value – The value of the study rests in its critical analysis of the current status of the healthcare sector of Pakistan with a view to suggest the areas that need to be worked on by the service providers and policy makers. Also, the study tries to settle a controversy within Pakistani healthcare literature concerning the question that who is producing more satisfied patients: private hospitals or their public counterparts?
Pakistan Armed Forces Medical Journal
Objective: To assess the level of satisfaction regarding the admission process, treatment process, nursing care and general support services amid patients admitted in various hospital departments. Study Design: Hospital-based cross-sectional survey. Place and Duration of Study: Combined Military Hospital, Malir Cantt, from Oct 2018 to Sep 2019. Methodology: Data was collected from 522 participants. An inpatient feedback form was used to assess satisfaction among admitted patients. Result: Out of 522, 256 (49%) participants ranked health care facilities as excellent and199 (38%) participants ranked health care facilities as good. Out of 53 (10%) participants were satisfied, while only 16 (3%) were discontented with current hospital facilities. Conclusion: This survey has provided deep insight into the contemporary health care services of the hospital. Being a costeffective organization, CMH Malir Cantt has delivered excellent quality care to patients through continuous efforts toward...
Hospital practice (1995), 2018
To observe inpatient satisfaction at different public sector hospitals of Karachi, Pakistan. A cross sectional study was carried out during 2010-2012 in four major public sector hospitals of Karachi. A total of 710 patients completed the study. Responses were gathered in a self-structured questionnaire that comprised of four dimensions of satisfaction with doctor, staff, administration and treatment. Average Score of each dimension was taken and compared using one way analysis of variance. Satisfaction with doctors, staff and administration of provincial and federal hospitals were comparatively similar (P > 0.05). However, satisfaction with treatment significantly differed in all four hospitals (P < 0.0001). Highest satisfaction with treatment was observed among inpatients of hospital running by medical institute (P < 0.0001). Comparison with respect to different departments revealed significant difference for treatment satisfaction of medicine and surgery units. Patients w...
International Journal of Advanced Research (IJAR), 2019
Introduction: In the modern open and multiple choices world, provision of high quality services and improvement of patients\' conviction are becoming a critical objective to avoid patients\' transfer to another health care provider. Thus, patients\' satisfaction becomes crucial to the long-term success and profitability of health care organizations. Objective: To explore satisfaction of patients with service quality in Al.ImamainAl.Kadimain teaching hospital by the use of serviqual model; and to identify factors that may influence this satisfaction, mainly patients\' characteristics & clinical setting. Method: This is a cross-sectional study with an analytic element, carried out in Al.ImamainAl.Kadhimain teaching hospital, Baghdad-Iraq; during period of March through April, 2017. It involved patients admitted to internal medicine, gynecology, and surgery departments of hospital. The study relied on conducting face to face interviews using SERVQUAL questionnaire. This tool assessed service quality in five dimensions(tangibility, reliability, assistance, safety, and empathy). Results: The study involved 400 patients. The majority of participants was women (61.0%), young (57.8%), housewives (56.0%) and did not complete secondary education level (≃80%). The overall service quality score was (4.237?0.649). The scores of various dimensions were: tangibility (3.751?0.709), reliability (4.386?0.775), assistance (4.348?0.810), safety (4.498?0.718) and empathy (4.204?0.850). Factors found to be associated significantly with patients\' satisfaction for services quality were education (p=0.003), occupation (p=0.004) and mode of admission to hospital (p=0.022). Conclusion: This study revealed that patients in Al.ImamainAl.Kadmain teaching hospital perceived service quality as satisfactory when estimated by SERVQUAL model. The dimensions which have relatively low scores are tangibility and empathy. Those patients who were satisfied with quality of health care services are more likely to advice other people to use hospital services.