This study identified the most important factors affecting the patient satisfaction in the public sector hospitals in Lahore, Pakistan. Surveys and interviews were conducted with 100 patients in order to come out with primary data. Furthermore, an appropriately structured questionnaire was excerpted from the available literature, as well as expert opinions relating to patient satisfaction with healthcare professionals. The questionnaire data was then interpreted through SPSS-20.
Background:
Appropriate and improved strategies for quality assurance in the Punjab Public sector hospitals, Pakistan can be evolved with the appropriate understanding of factors influencing quality of medical service. Patient satisfaction is itself a critical controversy for the healthcare professionals/Government. Patient satisfaction is a complicated attitude because a horde of variables have been pinpointed as its interpreters. However, the study is aimed to ascertain the factors affecting the quality Healthcare services providers within Lahore Public Sector Hospitals, Punjab, Pakistan.
Objective of the Study:
The study was conducted chastely in the public interest and in order to facilitate the Govt. of Punjab, Pakistan to deal with its maximum potential to bring about ultimate satisfaction level of the patients with a foremost objective of providing fairly, attainable and effective healthcare services.
The study was conducted
- To analyze factors impacting patient satisfaction in Public sector hospitals
- To rank the most important factors affecting patient satisfaction
- To evaluate the necessary steps taken by the hospital administrators for patient satisfaction.
Conclusion:
The study ascertained the 30 most important factors resulting in poor level of patient satisfaction. Results identified that majority of the factors out of 30 factors lie in Medium and high Severity zone (with a rating between 3.4 to 4.2 out of total 5). These factors also require foremost attention by the Government. After pointing out the 30factors and their severity level, the study revealed the top 12 most important factors on the basis of Impact Factor and Relative Importance Index.
Table of Contents
1. Introduction
2. Review of Literature
3. Methodology
4. Data Presentation and Analysis
Relative Importance Index:
Impact of Factor:
5. Conclusion
6. Recommendation
7. REFERENCES
Research Objectives and Focus Areas
The study aims to analyze the factors impacting patient satisfaction within public sector hospitals in Lahore, Pakistan, to provide data-driven insights that facilitate the government in improving healthcare service quality and delivery standards.
- Identification of 30 key factors influencing patient satisfaction.
- Quantitative analysis of patient survey data using SPSS-20.
- Ranking of factors based on Relative Importance Index (RII) and Impact values.
- Evaluation of severity levels for identified healthcare quality issues.
- Development of strategic recommendations for hospital administration.
Excerpt from the Book
1. Introduction
Level of healthcare resources mention the healthcare quality. The foremost concern of healthcare institutions is to deliver the high quality medical facilities to all patients equally. Healthcare quality is defined as the best care received for disease; the all-inclusive it also covers the complete experience of given healthcare facilities except of errors or mistakes. Quality procedures facilitate us to differentiate the level of actual performance against benchmark. Quality shows satisfaction of patients, while satisfaction of patient’s level rely on numerous factors like, food, staff behavior, techniques, strikes, diagnostic facilities, and admission procedure.
In the Eastern Mediterranean region of World Health Organization (WHO), Islamic republic of Pakistan lies it is the sixth largest nation of the world on the population basis. Within Pakistan, provision of clothing, shelter, education and Health facilities is a primary responsibility as Pakistan is a welfare state. As per Alma Ata declaration (AAD) in 1978, govt. of Pakistan was founded an wide-ranging network of basic health facilities to enhanced the convenience of the population’s primary healthcare services with a main objective of delivering operative, rightfully, and available.
Summary of Chapters
1. Introduction: Outlines the significance of healthcare quality, the context of public hospitals in Pakistan, and the study's objective to address patient satisfaction.
2. Review of Literature: Examines existing global research on healthcare quality, patient satisfaction determinants, and relevant quality improvement models.
3. Methodology: Details the descriptive, quantitative research design, survey administration, and the identification of 30 specific factors affecting patient satisfaction.
4. Data Presentation and Analysis: Presents the statistical results from 90 patient surveys, utilizing RII and Impact indices to rank the 30 identified factors.
5. Conclusion: Summarizes the key findings, highlighting that most factors fall into high-severity ranges and emphasizing the critical role of patient feedback in service improvement.
6. Recommendation: Provides practical advice for administrators, specifically suggesting staff training to improve "Behavior of Staff" and enhanced monitoring of patient complaints.
7. REFERENCES: Lists the academic sources and literature utilized throughout the research process.
Keywords
Patient satisfaction, Healthcare institutions, Public sector hospitals, Quality assurance, Lahore, Pakistan, Medical service, Relative Importance Index, Impact factor, Healthcare quality, Patient experience, Health sector reforms, Hospital administration, Service quality, Quantitative analysis.
Frequently Asked Questions
What is the primary focus of this research study?
The study focuses on identifying and analyzing the various factors that impact patient satisfaction within public sector hospitals in Lahore, Pakistan, to help improve healthcare delivery.
What are the central themes addressed in this work?
The work centers on healthcare quality, patient satisfaction metrics, service delivery gaps, and the role of hospital management in maintaining standards.
What is the primary research goal?
The goal is to determine the most significant factors affecting patient satisfaction and to provide the government with a roadmap for quality improvement in public healthcare facilities.
Which scientific methodology was employed?
The study utilized a quantitative research approach, conducting surveys with 100 patients (90 valid responses) and applying statistical interpretation through SPSS-20 to rank factors based on RII and impact scores.
What topics are discussed in the main body?
The main body covers the theoretical background of patient satisfaction, the systematic identification of 30 quality factors, data presentation, ranking of these factors, and final recommendations.
Which keywords characterize this paper?
Key terms include patient satisfaction, healthcare institutions, quality assurance, Pakistan, medical service quality, and public sector hospitals.
What was the most important factor identified in the study?
According to the findings, "Behavior of Staff" was identified as the most impactful factor influencing patient satisfaction.
How were the factors ranked?
The factors were ranked using the Relative Importance Index (RII) and an Impact Factor calculation based on severity scores provided by patients on a Likert scale.
Does the study suggest a way forward for the government?
Yes, the study recommends prioritizing high-severity factors and implementing specific staff training programs and improved complaint monitoring systems.
Are the findings applicable outside of Lahore?
While the study specifically focuses on Lahore, the authors suggest the findings can provide valuable insights for quality assurance in medical services in other similar societies as well.
- Arbeit zitieren
- Ali Adnan Joiya (Autor:in), Rana Saifullah Hassan (Autor:in), Ali Zeshan Joiya (Autor:in), 2016, Patient satisfaction with health care service providers in Pakistan. A review of public sector hospitals of Lahore, München, GRIN Verlag, https://www.hausarbeiten.de/document/337273
