Using SERVQUAL for assessing and improving patient satisfaction at a rural health facility in Pakistan.
Document Type
Article
Department
Community Health Sciences; Office of the Provost
Abstract
A cross-sectional study of Patient satisfaction with care was conducted over a period of 1 year from March 2004 to March 2005 in a secondary-level hospital in a peri-urban area of Karachi, Pakistan. Using the SERVQUAL tool and exit interviews, data were collected quarterly from a total of 1533 Patients. Results sharing and capacity-building workshops were arranged during the 4 phases of the survey to sensitize the staff of the hospital to work towards improving Patient satisfaction. The level of satisfaction of the Patients with the outPatient health services provided showed a gradual increase from 34.4% to 82.0% over the 1-year period.
Publication (Name of Journal)
Eastern Mediterranean Health Journal
Recommended Citation
Shaikh, B.,
Mobeen, N.,
Syed, I. A.,
Rabbani, F.
(2008). Using SERVQUAL for assessing and improving patient satisfaction at a rural health facility in Pakistan.. Eastern Mediterranean Health Journal, 14(2), 447-56.
Available at:
https://ecommons.aku.edu/pakistan_fhs_mc_chs_chs/122