International E-publication: Publish Projects, Dissertation, Theses, Books, Souvenir, Conference Proceeding with ISBN.  International E-Bulletin: Information/News regarding: Academics and Research

Patients' Satisfaction and Quality Health Services: An Investigation from Private Hospitals of Karachi, Pakistan

    , , ,

Author Affiliations

  • 1Department of Business Administration& Commerce, Indus University, Karachi, PAKISTAN
  • 2 Institute of Business Administration, Sindh University, Jamshoro, PAKISTAN

Res. J. Recent Sci., Volume 3, Issue (7), Pages 34-38, July,2 (2014)

Abstract

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.

References

  1. Ahmad I., Nawaz A. and Uddin S., Dynamics of patient satisfaction from health care Services, Gomel Journal of Medical Sciences, 9(1), 37-41 (2011)
  2. Larsson G. and Larsson B.W., Quality of care and patient satisfaction: a new theoretical and methodological approach, International journal of health care quality assurance, 23(2), 228-247 (2008)
  3. Olivia R.L., Connelly B. and Capra S., Consumer evaluation of hospital foodservice quality: an empirical investigation, International Journal of Healthcare Quality Assurance,19(2), 14 (2006)
  4. Chassin M.R., Loeb J.M., Schmaltz S.P. and Wachter R.M., Accountability Measures Using Measurement to Promote Quality Improvement, New England Journal of Medicine, 363(7), 783-793 (2010)
  5. Wysong P.R., Patients’ Perceptions of Nurses’ Skill, Critical Care Nurse, 29(4), 24-37 (2009)
  6. Carthon J.M.B., et al., Quality of Care and Patient Satisfaction in Hospitals with High Concentrations of Black Patients, Journal of Nursing Scholarship, 43(3), 301–310 (2011)
  7. McKinley R. and Roberts C, Patient satisfaction with out of hour’s primary medical care, Journal quality in health care, 10(1), 23-28 (2001)
  8. Bleich S.N., Özaltin E. and Murray C., How does satisfaction with the health-care system relate to patient? Experience?, Bulletin of the World Health Organization, 87(4), 271-278 (2009)
  9. Andaleeb S.S., Public and private hospitals in Bangladesh: service quality and Predictors of hospital choice, Health policy and planning, 15(1), 95–102 (2000)
  10. Andaleeb S.S., Siddiqui N. and Khandakar S., Patient satisfaction with health services in Bangladesh, Health Policy and Planning, 22(4) 263-73 (2007)
  11. Soleimanpour H., Gholipouri C., Salarilak S., Raoufi P., Vahidi G.R., Rouhi A.J., Ghafouri R.R. and Soleimanpour, M., Emergency Department Patient Satisfaction Survey In Imam Reza Hospital, Tabriz, Iran, International Journal of Emergency Medicine, 4(1), 838 (2011)
  12. Lin D.J., Sheu I.C., Pai J.Y., Bair A., Hung C.Y., Yeh Y.H. and Chou M.J., Measuring patient's expectation and the perception of quality in LASIK services, Health and Quality of Life Outcomes,7(63), 8 (2009)
  13. Joseph C. and Nichols S., Patient satisfaction and quality of life among persons attending chronic disease clinics in South Trinidad, West Indies, West Indian Medical Journal, 56(2), 108-14 (2007)
  14. Wu C.C., The impact of hospital brand image on service quality, patient satisfaction and loyalty, African Journal of Business Management, 5(12), 4873-4882 (2011)
  15. Mekoth N., Babu G., Dalvi Y., Rajanala N. and Nizomadinov K., Service Encounter Related Process Quality, Patient Satisfaction, and Behavioral Intention, Management, 6(4), 333-350 (2011)
  16. Hansen P.M., Peter D.H., Viswanathan K., et al., Client perceptions of the quality of primary care services in Afghanistan, International Journal for Quality in Health Care, 20(6), 384–391 (2008)
  17. Drapper M., Bushan N. and Cohen P., Seeking consumer view: what use are results of hospital patient satisfaction surveys, International Journal for Quality in Health Care, 13(6), 463-468 (2001)
  18. Goldstein M.S., Elliott S. and Guccione A.A., The Development of an Instrument to Measure Satisfaction with Physical Therapy, Physical Therapy, 14(9), 853-863 (2000)
  19. Umar I., Oche M.O. and Umar A.S., Patient waiting time in a tertiary health institution in Northern Nigeria, Journal of Public Health and Epidemiology, 3(2), 78-82 (2011)
  20. Chakraborty R., Majumdar A., Measuring consumer satisfaction in health care Sector: the applicability of SERVQUAL, Journal of arts, science & commerce, 2(4),149-160 (2011)
  21. Rezaei M., Rezaei H., Alipour H. and Salehi S., Service Quality, Client Satisfaction and Client Personality in the Public Companies, Australian Journal of Basic and Applied Sciences, 5(3), 483-491 (2011)
  22. Aniza I., Rizal M., Mardhiyyah M., Helmi I., Syamimi B. and Tahar M., Caregivers’ Satisfaction of Healthcare Delivery at Pediatric Clinics of University Kebangsaan Malaysia Medical Centre in 2009, Medical Journal of Malaysia, 66(2), 84-88 (2011)
  23. Chaker M. and Al-Azzab N., Patient Satisfaction in Qatar Orthopedic and Sports Medicine Hospital (ASPITAR), International Journal of Business & Social Sciences, 2(7), 69-78 (2011)
  24. Iliyasu Z., Abubakar S., Abubakar S., Lawan S. and Gajida A, Patients' satisfaction with services obtained from Aminu Kano Teaching Hospital, Northern Nigeria, Nigerian Journal of Clinical Practice, 13(4), 371-8 (2010)
  25. Norton D., Robertson S. and Anderson R., A randomized controlled trial to assess the Impact of an Admission Service on patient and staff satisfaction, International Journal of Nursing Practice and Social Science, 2(7), 461-471 (2010)
  26. Stephen A.M. and Marzoqui S., Patient satisfaction with primary health care services in The United Arab Emirates, International journal for quality in health care, 15(3), 374-380 (2003)
  27. Ahmed R.R. and A. Saeed, Pharmaceutical Drug Promotion Practices in Pakistan: Issues in Ethical and Non-Ethical Pharmaceutical Practices, Middle-East Journal of Scientific Research, 20(11), 1630-1640 (2014)
  28. Samad Aali, Abdulhamid Ibrahimi, Vahid Reza Mirabi and Shahram Zare, Res. J. Recent Sci.,3(5),43-54(2014)
  29. Rasouli Khorshidi Hassan and Subbakrishna Rangasawmy, Res. J. Recent Sci.,3(5),55-64(2014)
  30. Hamid Reza Shojazadeh, Mehrvash Kazemi and Asad Allah Shafizadeh, Res. J. Recent Sci.,3(5), 116-120 (2014)
  31. Muhammad Amir Nisar, Amir Mehmood, Adnan Nadeem, Kamran Ahsan, Mmuhammad Sarim, Res. J. Recent Sci.,3(5), 94-103 (2014)
  32. Espanani Hamid Reza, Shirani Kobra, Khalilian Saadat, Sadeghi Leila, Yousefi Babadi Vahid and AmraeaiEsmaiel, Res. J. Recent Sci.,3(4), 14-19 (2014)
  33. Bakht Azam, Rashid Jalal Qureshi, Zahoor Jan, and Taj Ali Khattak, Res. J. Recent Sci.,3(4), 34-39 (2014)