Khadija Kanwal, Yaseen Rafi, Muhammad Zeeshan Sarwar, Syed Asghar Naqi.
Quality of Medical Care: patient experiences and satisfaction at tertiary care Hospital in Pakistan.
Pak J Med Health Sci Jan ;13(1):115-8.

Background: In a developing country like Pakistan, health remains a forgotten priority. Patient’s satisfaction survey is an important indicator of standard of healthcare and can serve as a quality improvement tool for healthcare organizations. Owing to the scarcity of data in Pakistan on this subject Aim: To assess patient satisfaction with the view toutilize them for improvement in medical services. Methods: We carried out a cross sectional study during October 2018 to December 2018. Ethical approval was obtained from Institutional Review Board. A total of 140 patients from East Surgical department of Mayo Hospital, Lahore were approached using convenient sampling technique. A questionnaire to collect demographic data along with information about admission in hospital, and satisfaction with regards to doctors, nurses, paramedical staff and general condition of ward was filled from the indoor patients. Response was recorded on 5-point Likert scale. Analysis was done using SPSS-20 and relative frequencies and means were calculated. Results: A total of 140 patients participated with equal representation of male and females and average age of 37.09 years (SD=14.19). Thirty five percent had education level up to Matric. Length of stay ranged from 2 to more than 20 days, with most frequent duration being 2-5 days (58.57%). Comparison of the means showed that overall satisfaction was highest among females (Mean= 9.54), those with secondary education (Mean=9.62) and urban population (Mean=9.59). Patient satisfaction with regards to paramedical staff was significantly less (Mean=5.36) compared to overall satisfaction with nursing staff (Mean=8.87) and the Physicians ((Mean=9.56). Majority of the patients expressed satisfaction with the hospital in general (Mean=9.50) and were willing to recommend this hospital to others. Conclusion: Majority of the patients were satisfied with most aspects of care provided at tertiary care settings in a public hospital. Satisfaction with Paramedical staff was generally less and needs improvement. Further studies are warranted to explore various aspects like outdoor management, follow ups, intra and inter hospital department’s comparison and diagnostic facilities like imaging and laboratory tests etc.

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