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Title: Community Perception Towards Health Services in Selected Tertiary Healthcare Hospitals in Peshawar, Pakistan
Authors: Khan, Sareer
Keywords: Social Sciences
Issue Date: 2020
Publisher: University of Peshawar, Peshawar.
Abstract: The present study was conducted with objectives to probe out the Community perception towards healthcare services in selected tertiary healthcare hospitals in Peshawar, Pakistan. Quantitative research strategy was adopted and a sample size of 600 admitted patients were selected through proportional allocation procedure. They were belonging to rural and urban areas of different districts of KP and data was collected from them through structured interview schedule. A conceptual framework comprising of independent variables such as Infrastructure, Management, Environment, Hospital Staff and Treatment & Awareness about Health Facilities and dependent variable Patients satisfaction from health services was cross tabulated and results were obtained through application of Chi-square (2) test statistics. The SERVQUAL model was taken which consists of five dimensions i-e Tangibility, Assurance, Empathy, Reliability and Responsiveness. The variables were made by the researcher from this model and interview schedule was designed on the basis of the above dimensions showing all the aspects of the patients regarding satisfaction. The analysis shows that expectations of the patients are higher than their perceptions and it suggests that there is a room for quality improvement initiatives in all five dimensions. The largest quality gaps are in the empathy dimension including elements on; long waiting time in registration, consultation of doctors, waiting for lab reports and availability of clean drinking water. Generally, patients have high expectations on all dimensions of quality of healthcare services. Among the five quality dimensions, assurance factor including the competency of the VIII doctors and nurses „skill shows the highest expectation and perception. Patient‟s evaluation also suggest that they are disappointed regarding the quality of healthcare services in relation to the response of the doctors and nurses when called by the patients. These elements are included in the responsiveness dimension. The patients have low perceptions on the accurate lab reports and availability of modern equipment in tertiary hospitals in Peshawar. Patients who had been admitted in hospital for the first time were less satisfied with services while those who had been admitted more than two times were more satisfied. The findings of the study imply that service quality is not the factor which leads to patient satisfaction but the behavior and ethics are also the factors which have great importance in healthcare industry. Management should improve their services in the shape of bringing advanced technology for accurate lab and other reports. The government and healthcare providers need to pay attention to more patient-centered empathetic service. The regular feedback from patients can be integrated in the healthcare delivery system and the quality of healthcare service can be effectively monitored through patient‟s voice to bring improvements in behaviors of the doctor and nurses.
Gov't Doc #: 20605
Appears in Collections:PhD Thesis of All Public / Private Sector Universities / DAIs.

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