quality of service in hospitals of pakistan

Quality of Service in Hospitals of PakistanResearch Methodology

Group Members Mati-ullah

Kashif Riaz

Jamila Khan

Faheem Iqbal

Farah Mumtaz

Arslan Mushtaq

M.Sharjeel Qazi

M.Saqib Khattak

M.Salman Haider

Mehnan Mukhtar

Table of Contents

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Abstract.................................................................................................................................................3

Introduction:..........................................................................................................................................4

Literature Review:.................................................................................................................................5

Theoretical Framework:.........................................................................................................................6

Research Design:...................................................................................................................................6

Methodology:........................................................................................................................................7

Limitations:............................................................................................................................................8

Research Done In Government And Private Hospitals Of Pakistan:.......................................................8

Data Analysis:......................................................................................................................................11

Feel For Data:.......................................................................................................................................11

Goodness of Data:...............................................................................................................................11

Reliability:............................................................................................................................................12

Validity:................................................................................................................................................12

Suggestions:.........................................................................................................................................12

Conclusion:..........................................................................................................................................13

Abstract

All over the world especially in the developed countries, hospitals are increasingly realizing the need to realign their strategies to focus on service quality. Perceptions of service quality play an important role when evaluating the service of Private and Government hospitals. One of the most important quality factors and key success indicators in healthcare is patient satisfaction.

Business Research Methodology.

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Keeping in view the different aspects of Quality Management the authors have tried to analyze the use of Quality of Service (SERVQUAL MODEL) to evaluate customer`s satisfaction in Private and Government hospitals of Pakistan.

Data was collected through questionnaire surveys from the hospitals of Islamabad and Rawalpindi. SERVQUAL model was used to quantify the qualitative findings to bring in authenticity and precision. Responsiveness, empathy, tangibility, reliability and assurance are the contributing variables in the process of shaping the loyalty.

The authors analyzed each variable and its vitality in both Private and Government hospitals. The core objective in this study is to come up with different recommendations for hospitals for improvement in their service.

Introduction:

All over the world especially in the developed countries hospitals are increasingly realizing the need to realign their strategies to focus on service quality. Increased levels of competition have compelled many health care organizations in industrialized countries to learn how to differentiate themselves (McAlexander, Kaldenberg & Koenig 1994, Kaldenberg, Becker, Browne & Browne 1997), and consequently, assessments of service quality have become critical for hospitals. In fact, Hurst, Crocker and Bell (1994) indicate a hospital’s success often rests upon its reputation to deliver quality services. ((Christopher Chan &Lanny Entrekin &Chen Anderson. Ensuring the safety of patients and personnel and improving quality have become important objectives for national health systems in developed and developing countries alike, highlighting poor quality, increasing patient expectations, and media reports. Health care organizations are increasingly expected by governments, funders and patients to introduce quality control systems and improvement strategies (John Øvretveit) Consumer’s perception is the main indicator of quality in health care service (O’Connor, Shewchuk & Carney, 1994; Cronin & Taylor, 1992). There is a relationship between the perception of the consumers on the quality of the services and their satisfaction (Cronin


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&Taylor, 1994; McAlexander, Kaldenberg & Koenig, 1994). Consumer satisfaction appears to be a major device in order to take critical decisions in the health care services (Gilbert, Lumpkin & Dant, 1992). Therefore, service providers, as a matter of fact, take the satisfaction of customers into account as a main goal of the strategies of their firms (Zeithaml & Bitner, 2000). SERVQUAL has been proposed as a broad-based measure of service quality that may be applicable to health caresettings (O’ Connor et al., 2000). This study will suggest improvements across all the five dimensions of service quality. The advantages of SERVQUAL that this is known as standard for assessing, valid, reliable, easy to fill, and having standardized procedure to support the interpretation (Buttle, 1994).The studies recommend improvements among five dimensions of service quality-tangibles, reliability, responsiveness, assurance and empathy.(Wong, 2002).

Literature Review:

Quality is accepted as being an important factor that determines the demand of goods and services as well as a main indicator that affects the competitive advantage of firms (Fitzsimmons & Fitzsimmons, 1994). Service quality measurements are, in general, made by means of using consumers’ (patients) perception about the quality of the services. As customer based determinants and perceptions of service quality play an important role when evaluating the service of private hospitals, therefore, Service quality and customer satisfaction are major goals for success in modern organizations (Vinagre & Nerves, 2008). Reeves and Bednar identified the roots of quality as excellence, value, conformance to specifications and meeting /or exceeding customer expectation. Two forms of quality are relevant to service-providing organizations: technical quality and functional quality (Gronroos 1984). Technical quality in the health care environment, also referred to as quality in fact, is defined primarily on the basis of the technical accuracy of the diagnoses and procedures. Various techniques for measuring technical quality have been proposed and are currently in use in health care organizations (Joint Commission for Accreditation of Health Care Organizations 1987). Functional quality refers to the manner in which the health care service is delivered to the patient. Since patients are often unable to accurately assess the technical quality of a health care service, functional quality is usually the primary determinant of patients' quality perceptions (Donabedian 1980, 1982; Kovner and Smits 1978). There is growing evidence to suggest that this perceived quality is the single most important variable influencing consumers' value perceptions. These value perceptions, in turn, affect consumers' intentions to purchase products or services (Bolton and Drew 1988; Zeithaml 1988). Since private hospitals are not subsidized and depend on income from clients (i.e. market incentives), they would be more motivated than public hospitals to provide


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quality services to patients to meet their needs more effectively and efficiently. There are many studies on measuring service quality in the health care sector that use satisfaction of consumers.1 Service quality studies are mainly based on the satisfaction of patients or their judgment about service quality (Babakus & Mangold, 1992; Carman, 1990; Parasuraman, Zeithaml, & Berry, 1985; Parasuraman, Zeithaml, & Berry, 1988; Zeithaml, Berry, & Parasuraman, 1993; Reidenbach & Sandifer-Smallwood, 1990). The advantages of SERVQUAL that this is known as standard for assessing, valid, reliable, easy to fill, and having standardized procedure to support the interpretation (Buttle, 1994). Usually the SERVQUAL instrument is used to measure the service quality delivery in hospitals. The SERVQUAL (Parasuraman et al., 1985; 1988) methodology has been used in an effort to measure service Quality. In 1988, (Parasuraman et.al) developed a multi item scale to measure the service quality which measures the consumer perceptions. In 1987 Zeithamal defined this quality as perceived quality, which is based on the consumers’ judgment about an entity’s total excellence or superiority. This quality can be viewed distinct from the objective quality. As defined by Garvin (1983) this perceived quality differs from objective quality. This quality is a form of attitude. The word Quality as a kind of attitude is discussed by most of the researchers such as Holbrook & Corfman 1985 and Parasuraman ET. al. 1985. The resultant is a comparison of expectations with perception of performance of a service organization from customers.

Theoretical Framework:

The research methodology is exploratory in nature and therefore the quantitative tool used for data collection is the authentic questionnaire that is the SERVQUAL questionnaire developed by Parasuraman, (1985) there is no change in the dimensions and its receptive elements. The type of investigation is causal, in which the quality of service is the cause and the patients’ satisfaction is the effect. Therefore, the SERVQUAL Model is the independent variable and patients’ satisfaction is the dependent variable.

Research Design:

The purpose of this article is to report the results of a study that examined the usefulness of the SERVQUAL scale for assessing patients' perceptions of service quality in the hospital environment.

Type of study is exploratory in nature as to observe the effect of quality in hospitals.

Type of investigation is causal in nature.

The extent of researcher interference is minimal.

Study setting is non-contrived.

Unit of analysis are institutions.

It’s a cross sectional studies.


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Methodology:

The SERVQUAL scale was developed based on a marketing perspective with the support of the Marketing Science Institute (Parasurman, Zeithaml, and Berry 1986). Its purpose was to provide an instrument for measuring service quality that would apply across a broad range of services with minor modifications in the scale.

SERVQUAL provides a foundation for a growing body of research that pertains to the creation of quality among service industries. There are five dimensions of service quality that are applicable to service-providing organizations in general. These dimensions are:

(1) Tangible -- physical facilities, equipment, and appearance of personnel

(2) Reliability -- ability to perform the promised service dependably and accurately


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(3) Responsiveness--willingness to help customers and provide prompt service

(4) Assurance -- knowledge and courtesy of employees and their ability to inspire trust and confidence

(5) Empathy -- caring, the individualized attention the firm provides its customers

(Parasuraman, Zeithmal, and Berry 1988).

These five dimensions have been checked in government and private hospitals to gather the fact that which one is provide its best of services to bring satisfaction to it patients. This paper will further reveal that which dimension need attention and strength.

Limitations:

Limited Time

Limited Knowledge

Limited Access to Published papers

Management of Hospital

Respondents Attitude

Research Done In Government And Private Hospitals Of Pakistan:Government Hospitals:

We done our research of Quality of services provided by the hospitals in three government hospitals and these hospitals are P.I.M.S (Pakistan Institute of Medical Sciences), Capital hospital and polyclinic hospital. Capital Hospital, Islamabad was incorporated in the Capital Development Authority as a small day care Medical Centre providing preventive and curative medical facilities on out patient basis to the employees of the Capital Development Authority in particular and residents of Islamabad in general.

The need for in-patient care necessitated the conversion of this day care centre into a hospital facility and in March 1981, a 60 bedded hospital was started comprising Medical and Pediatric wards, coronary care Unit, X-Ray Department, Pathology Laboratory, Dental Clinic, Dermatology Department and Mother & child Health Centre.

In the Second Phase the Surgical Block of the hospital was completed and started function in September 1992 with the Department of General Surgery, Orthopedics, Urology, Genie and Obstetrics, Neo-anthology, Eye & ENT, Post-operative Intensive Care and Accident and


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Emergency Department. Thus the 60 bedded facilities developed into a 250 bedded hospital equipped with the latest equipment and providing modern Medical & Surgical facilities to the patients in emergency, out-patient and the wards. In 1999 a new block to house outpatients and laboratory was also commissioned.

The Capital Hospital provides free treatment to the CDA employees, their families and dependent parents. Hospital is also open to the general public. Consultation in the out-patient and provision of emergency treatment is free. However, non-entitled patients are charged for investigations and in-patient treatment.

To provide the latest diagnostic and treatment facilities, a Mobile Coronary Care Unit was introduced by the hospital in November, 1982, as an extension of the hospital based coronary care unit. The Hospital has the distinct privilege of introducing Nuclear Cardiology to Pakistan in 1985. The other cardiac diagnostic facilities available in the hospital include Treadmill Exercise ECG testing, 24 hours ambulatory ECG monitoring and Echo-Cardiography. To provide medical facilities to the residents of Islamabad & Rawalpindi PIMS is established in Islamabad. It is a 592 bedded hospital and has 22 medical and surgical specialties. The spacious, centrally air conditioned OPD of Islamabad Hospital started on 18 December 1985, inpatients and Accident & Emergency centre started in October 1986..

It was formally inaugurated by the then Prime Minister Muhammad Khan Junejo in September 1987. Its covered area is approximately 356,976 sq ft (33,164.2 m2). The Administration block is located on the ground floor.

Total number of employees working in the Islamabad Hospital is nearly 1800 which include the senior and mid level management staff, Senior Consultants, Specialists, Medical and Non-medical staff, Nurses and Paramedics.

Quaid e Azam Postgraduate Medical College (QPGMC) is a component of Pakistan Institute of Medical Sciences (PIMS) headed by the Executive Director, PIMS, Islamabad as Dean of QPGMC. The establishment of QPGMC is a milestone for Pakistan. The foundation stone of the building was laid on March 14 1990. The total covered area of the college is 176,093 sq ft (16,359.6 m2). It started functioning from 1 February 1989.

The data which is collected from PIMS, it is being concluded that: The hospital had modern looking equipment and the facilities in the hospital are visually appealing due to which patients come to PIMS. As PIMS is a government hospital and many patients strongly disagreed that the personnel in the hospital are neat in appearance. Patients give no view that material associated with the service is visually appealing. The patients agree that when a hospital promises to do something it does. Patients agree that PIMS give prompt services and personnel in the hospital are always willing to help. Personnel in the hospital have the knowledge to answer patient’s questions and patients feel safe at PIMS. The hospital gives individual attention to patients and operating hours are convenient to patients. PIMS give personnel attention to its patients. The personnel at the hospital understand the patient’s needs.


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Private Hospitals:

We done our research of Quality of services provided by the hospitals in three private hospitals which are Shifa international, Maroof international hospital and Islamic International hospital.

Shifa International Hospital Islamabad is established by United States trained Pakistani doctors in the 1980s to provide non-affordable, international standard, and quality healthcare. It has an internationally recognized Medical college, the Shifa foundation that provides state of art medical care to poor and needy patients from all over Asia at extremely subsidized rates, and a hospital catering to the needs of multinational companies, foreign embassies, expatriates and elite of Pakistan. The faculty comprises highly qualified, courteous and professional staff. The most known pediatrician is DR.Ejaz Ahmed Khan and his son DR.Hamza Khan and DR.Ibrahim Khan.

MAROOF International Hospital is a new 'State of the Art' health facility situated in the F-10 sector of Islamabad. It is in close proximity to the beautiful Margalla Mountains and faces the F-9 Park, thereby providing the best possible surroundings. Its ambiance and decor rival the best anywhere and its infrastructure including diagnostics (laboratory & imaging) is second to none. It offers seven operations theaters equipped with the latest technology, able to cater for any type of surgical operations including Coronary Artery Bypass Graft and Valve replacements. The latest in haemodialysis on an outpatient basis is also available. Its ER gives an impression of a friendly and welcoming place for patients and relatives both. The staff in all out-patient and in-patient departments is friendly and is the best available in the area.

Islamic International Dental College started as a department of the Islamic International Medical College in 2001. The college has produced so far 3 batches of well trained and competent dentists providing essential dental services to the people in this part of the Pakistan and beyond. Our graduates have licenses to practice anywhere in Pakistan as IIDC has been recognized by the Pakistan Medical Dental Council (PMDC).

Currently located at the Islamic International Medical Complex, 7th Avenue, G-7/4, it has the latest modern facilities to train dental surgeons for the future. The faculty is rightly committed to the development of scientifically orientated, technically capable and socially sensitive dental practitioners.

These are the government hospitals and more than 10000 employees are working in these hospitals. Our team first conducted an unstructured interview with about 30 patients and staff of hospitals. The broad statement of staff was “We are here to provide prompt services to patients”.

Next, A questionnaire was designed containing well designed 22 questions and incorporating well validated and reliable measure for the quality of services provided by the hospitals both public and private. The questionnaire was administered personally to 180 patients and some


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staff members. The responses were entered into the computer. Thereafter, the data were submitted for analysis to test.

Islamic international medical complex is a private hospital which is providing quality services to patients. It has many branches. We visited the Islamabad branch and have the answers of our questions…..

Data Analysis:We will elaborate on the various statistical tests and the interpretation of the results of the analysis of our questionnaire using the SPSS. We also show the results of data analysis in SPSS sheet.

Basis Objectives In Data Analysis:

In data analysis we have two objectives: getting a feel for the data and testing the goodness of data.

Feel For Data:

We can acquire feel for the data by checking the central tendency and the dispersion. The Mean, the range and the standard deviation in the data will give us a good idea of how the patients have reacted to the items in the questionnaire and how good the items and measures are. There is no variability exist in our research because range for each question in a questionnaire is same. The maximum score is 7 and the minimum score is 1 for each question. The mean, standard deviation and other statistics are obtained in our analysis.

We obtain the frequency distribution of the variables of interest. Visual display thereof through pie charts is provided.

Goodness of Data:The goodness of data measure through the measurement of reliability and validity.

Reliability:


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The reliability of a measure is established by testing for both consistency and stability. Consistency means that high degree of variability between the questions. The reliability of the questionnaire is measure through the cronbach’s alpha and the cronbach’s alpha of our questionnaire is .381. The averages intercorrelations of our questionnaire are lower the internal consistency reliability.

Validity:

In our questionnaire we find convergent validity because there is high degree of correlation between two different sources responding to same measures.( Both patient and staff of the hospital respond similar towards quality of service of hospitals)

Suggestions:

The hospitals pay attention towards the cleanliness of their atmosphere and provide healthy environment:-

The hospitals make error free records:-

The hospitals arrange emergency squads:-

The hospitals arrange Modern equipments:-

Pay attention towards every patient (Not biased):-

Conclusion:

It is concluded that our research is based on quality of service of hospitals so we make a questionnaire to take the opinion of the patients and staff of hospital that what type of services provided by the government hospitals and private hospitals? And what type of response shown by the staff towards patients? If we compare the quality of services provided by the government hospitals and the private hospitals then we concluded that the private hospitals gave better services as compared to government at some extent but the government hospitals also gave good services to their patients.

One of the reasons for this good quality of services provided by the government and private hospitals is that we visited the hospitals of Islamabad and this may not be in all cities of our


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country. In our opinion the quality of services provided by the private and government hospitals are good. The relation between the hospital staff and patients are positively correlated because there is very lower variability between the opinions of patents and hospital staff.

AppendixReliability

Scale: ALL VARIABLES

Case Processing Summary

N %Cases Valid 180 100.0

Excluded(a)

0 .0

Total 180 100.0

A List wise deletion based on all variables in the procedure.


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Reliability Statistics

Cronbach's Alpha N of Items

.381 22

Frequency Table

The hospital has modern looking equipment.

Frequency Percent Valid PercentCumulative

PercentValid Strongly disagree 31 17.2 17.2 17.2

Disagree 19 10.6 10.6 27.8

disagree for some extent 6 3.3 3.3 31.1

Neutral 41 22.8 22.8 53.9

Agree for some extent 28 15.6 15.6 69.4

Agree 10 5.6 5.6 75.0

Strongly agree 45 25.0 25.0 100.0

Total 180 100.0 100.0

The physical facilities in the hospital are visually appealing.



disagree 24 13.3 13.3 30.0


neutral 40 22.2 22.2 57.2

agree for some extent 23 12.8 12.8 70.0

agree 8 4.4 4.4 74.4

strongly agree 46 25.6 25.6 100.0

Total 180 100.0 100.0

Personnel in the hospital are neat in appearance.


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PercentValid strongly disagree 36 20.0 20.0 20.0

disagree 19 10.6 10.6 30.6


neutral 48 26.7 26.7 61.1


agree 10 5.6 5.6 83.3

strongly agree 30 16.7 16.7 100.0

Total 180 100.0 100.0

Materials associated with the service are visually appealing.



disagree 20 11.1 11.1 27.2


neutral 53 29.4 29.4 62.2


agree 7 3.9 3.9 78.9

strongly agree 38 21.1 21.1 100.0

Total 180 100.0 100.0

When the hospital promises to do something by a certain time it does so.



disagree 23 12.8 12.8 28.3


neutral 46 25.6 25.6 57.2


agree 8 4.4 4.4 80.0

strongly agree 36 20.0 20.0 100.0

Total 180 100.0 100.0

When you have a problem, the hospital shows a sincere interest in solving it.



disagree 19 10.6 10.6 25.6


neutral 48 26.7 26.7 58.9


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agree 7 3.9 3.9 76.1

strongly agree 43 23.9 23.9 100.0

Total 180 100.0 100.0

The hospital gets things right the first time.



disagree 19 10.6 10.6 26.7


neutral 45 25.0 25.0 57.2


agree 10 5.6 5.6 78.9

strongly agree 38 21.1 21.1 100.0

Total 180 100.0 100.0

The hospital provides its services at the time it promises to do so.



disagree 21 11.7 11.7 30.0


neutral 48 26.7 26.7 62.2


agree 15 8.3 8.3 83.9

strongly agree 29 16.1 16.1 100.0

Total 180 100.0 100.0

The hospital insists on error-free records.



Disagree 15 8.3 8.3 26.7

Disagree for some extent 11 6.1 6.1 32.8

Neutral 38 21.1 21.1 53.9


agree 12 6.7 6.7 77.8

strongly agree 40 22.2 22.2 100.0

Total 180 100.0 100.0

The personnel in the hospital tell you exactly when services will be performed.



Disagree 18 10.0 10.0 29.4



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Neutral 47 26.1 26.1 62.2


agree 15 8.3 8.3 80.6

strongly agree 35 19.4 19.4 100.0

Total 180 100.0 100.0

Personnel in the hospital give you prompt services.



Disagree 22 12.2 12.2 28.9


Neutral 40 22.2 22.2 56.7


agree 13 7.2 7.2 75.6

strongly agree 44 24.4 24.4 100.0

Total 180 100.0 100.0

Personnel in the hospital are always willing to help you.


PercentValid Strongly disagree2 30 16.7 16.7 16.7

Disagree 18 10.0 10.0 26.7


Neutral 36 20.0 20.0 54.4


agree 16 8.9 8.9 76.7

strongly agree 42 23.3 23.3 100.0

Total 180 100.0 100.0

Personnel in the hospital are never to be busy to respond to your requests.



Disagree 26 14.4 14.4 30.0


Neutral 40 22.2 22.2 58.3


agree 16 8.9 8.9 82.2


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strongly agree 32 17.8 17.8 100.0

Total 180 100.0 100.0

The behavior of personnel in the hospital instills confidence in you.



Disagree 20 11.1 11.1 31.1


Neutral 41 22.8 22.8 60.6


agree 12 6.7 6.7 80.6

strongly agree 35 19.4 19.4 100.0

Total 180 100.0 100.0

Personnel in the hospital are consistently courteous with you.



Disagree 25 13.9 13.9 28.9


Neutral 44 24.4 24.4 59.4


agree 14 7.8 7.8 80.6

strongly agree 35 19.4 19.4 100.0

Total 180 100.0 100.0

Personnel in the hospital have the knowledge to answer your questions.



Disagree 17 9.4 9.4 32.2


Neutral 37 20.6 20.6 57.2


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agree 11 6.1 6.1 74.4

strongly agree 46 25.6 25.6 100.0

Total 180 100.0 100.0

The hospital gives you individual attention.



Disagree 23 12.8 12.8 30.0


Neutral 52 28.9 28.9 64.4


agree 10 5.6 5.6 77.8

strongly agree 40 22.2 22.2 100.0

Total 180 100.0 100.0

The hospital has operating hours convenient to all its patients.



Disagree 19 10.6 10.6 29.4


Neutral 44 24.4 24.4 60.0


agree 10 5.6 5.6 72.2

strongly agree 50 27.8 27.8 100.0

Total 180 100.0 100.0

The hospital has personnel who give you personnel attention.



Disagree 22 12.2 12.2 35.0


Neutral 49 27.2 27.2 65.6


agree 8 4.4 4.4 79.4

strongly agree 37 20.6 20.6 100.0

Total 180 100.0 100.0


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The hospital has the patient's best interests at heart.



Disagree 24 13.3 13.3 32.8


Neutral 43 23.9 23.9 59.4


agree 13 7.2 7.2 80.0

strongly agree 36 20.0 20.0 100.0

Total 180 100.0 100.0

The personnel of the hospital understand your specific needs.



Disagree 23 12.8 12.8 32.2


Neutral 34 18.9 18.9 56.1


agree 13 7.2 7.2 75.0

strongly agree 45 25.0 25.0 100.0

Total 180 100.0 100.0

Pie Chart

Strongly agree

Agree

Agree for some extent

Neutral

disagree for some extent

Disagree

Strongly disagree

The hospital has modern looking equipment.


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strongly agree

agree

agree for some extent

neutral


disagree

Strongly disagree

The physical facilities in the hospital are visually appealing.


Qua lity of

Serv ices

3

strongly agree

agree


neutral


disagree

strongly disagree

Personnel in the hospital are neat in appearance.

strongly agree

agree


neutral


disagree

strongly disagree

Materials associated with the service are visually appealing.


Qua lity of

Serv ices

3

strongly agree

agree


neutral


disagree

strongly disagree

When the hospital promises to do something by a certain time it does so.

strongly agree

agree


neutral


disagree

strongly disagree

When you have a problem, the hospital show a sincere interest in solving it.


Qua lity of

Serv ices

3

strongly agree

agree


neutral


disagree

strongly disagree

The hospital gets things right the first time.

strongly agree

agree


neutral


disagree

strongly disagree

The hospital provide its services at the time it promises to do so.


Qua lity of

Serv ices

3

strongly agree

agree


Neutral

Disagree for some extent

Disagree

Strongly disagree

The hospital insists on error-free records.

strongly agree

agree


Neutral


Disagree

Strongly disagree

The personnel in the hospital tell you exactlywhen services will be performed.


Qua lity of

Serv ices

3

strongly agree

agree


Neutral


Disagree

Strongly disagree

Personnel in the hospital give you prompt services.

strongly agree

agree


Neutral


Disagree

Strongly disagree2

Personnel in the hospital are always willingto help you.


Qua lity of

Serv ices

3

strongly agree

agree


Neutral


Disagree

Strongly disagree

Personnel in the hospital are never to be busy to respond to your requests.

strongly agree

agree


Neutral


Disagree

Strongly disagree

The behaviour of personnel in the hospital instils confidence in you.


Qua lity of

Serv ices

3

strongly agree

agree


Neutral


Disagree

Strongly disagree

You feel safe in your dealings with the hospital.

strongly agree

agree


Neutral


Disagree

Strongly disagree

Personnel in the hospital are consistently courteous with you.


Qua lity of

Serv ices

3

strongly agree

agree


Neutral


Disagree

Strongly disagree

Personnel in the hospital have the knowledge to answer your questions.

strongly agree

agree


Neutral


Disagree

Strongly disagree

The hospital gives you individual attention.


Qua lity of

Serv ices

3

strongly agree

agree


Neutral


Disagree

Strongly disagree

The hospital has operating hours convenient to all its patients.

strongly agree

agree


Neutral


Disagree

Strongly disagree

The hospital has personnel who give you personel attention.


Qua lity of

Serv ices

3

strongly agree

agree


Neutral


Disagree

Strongly disagree

The hospital has the patient's best interests at heart.

strongly agree

agree


Neutral


Disagree

Strongly disagree

The personnel of the hospital understand your specific needs.

Interactive Graph


Qua lity of

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Strongly di sagree

Di sagree

Di sagree for some extent

Neutral


agree

strongl y agree


Pi es show counts

Interactive Graph

Strongly di sagree

Di sagree

Di sagree for some extent

Neutral


agree

strongl y agree


Pi es show counts

20.00%

13.33%

5.00%

25.56%

9.44%

8.89%

17.78%


quality of service in hospitals of pakistan

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