QUALITY OF HEALTHCARE SERVICES IN HOSPITALS OF PAKISTAN: FROM PATIENTS’ PERSPECTIVE

Yıl 2019, Cilt: 2 Sayı: 1, 1 - 20, 31.03.2019

Aqsa Siddiq Muhammad Farooq Jan , Khursheed Iqbal Farhan Ahmed Adil Adnan

Öz

This
study is a segment of the series of studies conducted on the hospitals of Peshawar, Pakistan. The aim of the series of the
study was an in-depth analysis of the prevailing quality of healthcare services
in the hospitals and to contribute in filling up any existing gap and to
suggest developments from patients perspective. This part of the study finds
the differences in quality healthcare services in the public and private sector
hospitals of Peshawar from the patients’ perspective. The differences are
measured based on the determinants of healthcare quality using a modified
SERVQUAL (Parasuraman et al., 1985, 1988) revealed in the previous parts of the
series (Siddiq, Baloch, & Takrim, 2016).
The quality of healthcare was measured based on six dimensions as tangibles
(infrastructure), responsiveness, process of healthcare, administrative
procedures, safety and trustworthiness and empathy. A convenient sample of
patients was selected (n = 1200) having treatments from the tertiary level
hospitals of Peshawar, Pakistan. The data was analysed and presented using
descriptive statistics, reliability analysis, correlation and t-test for
independent sample. The study concludes a negligible difference of quality
offered by the two sectors hospitals in Peshawar and if private sector is doing
a bit good but not everyone can afford the cost, whereas patients have not
access to cost effective value of services in public hospitals. The findings
suggest continuous improvements using participation of patients’ feedback in
the process of strategic developing modern healthcare services with related
facilities exclusively in public hospitals in Peshawar. Further, the
value-added rewards and facilities to healthcare workforce can help to improve
their responsiveness and empathetic attitude towards patients. Cost and
leadership interventions are recommended to be included as an isolated
dimension of SERVQUAL instrument to measure the cost effective quality of
healthcare services in the hospitals having an international standard strategic
leadership framework. Similar study is recommended in other cities of Pakistan
to develop a homogeneous healthcare system at national level.

Anahtar Kelimeler

Quality, SERVQUAL, Competitiveness, Healthcare Services

HASTALAR PERSPEKTİFİNDEN PAKİSTAN HASTANELERİNDE SAĞLIK HİZMETLERİNİN KALİTESİ

Öz

Bu çalışma
Pakistan'ın
Peşaver'deki hastanelerinde yapılan bir seri çalışmanın bir kesimidir. Bu çalışma
serisinin amacı,
hastanelerde mevcut sağlık
hizmetlerinin kalitesinin derinlemesine bir analizi ve mevcut boşlukların doldurulmasına katkıda bulunmak ve hastalar
açısından gelişmeler önermek
olmuştur. Çalışmanın bu bölümü, Peshawar'ın kamu ve özel sektör hastanelerindeki sağlık hizmetlerinin
kalitesindeki farklılıkları hastaların bakış
açısıyla bulmaktadır. Peshawar'in üçüncü düzey hastanelerinde
tedavi görmekte bir hasta kütlersi (n = 1200) uygunluk temelli örnekleme ile
seçildi. Veriler analiz ve tanımlayıcı istatistikler, güvenilirlik analizi,
korelasyon ve bağımsız örneklem t-testi kullanılarak sunuldu. Çalışma,
Peşaver'deki her iki sektör hastanelerin sunduğu
hizmet kalitesi arasında
çok
bir fark olmadığının farkına varıyor. Bu bulgular,
hastaların
Peshawar'taki devlet hastanelerinde, stratejik olarak yönetme ve ilgili sağlık tesisleriyle modern
sağlık
hizmetlerini geliştirme konusundaki geri bildirimlerinin katılımını kullanarak
sürekli iyileştirmeler olduğunu göstermektedir. Ayrıca, sağlık çalışanlarının katma değerli
ödülleri ve tesisleri,
hastalara karşı
duyarlılıklarını ve empatik tutumlarını geliştirmeye
yardımcı olabilir. Maliyet ve
liderlik müdahalelerinin
uluslararası standart bir stratejik liderlik çerçevesine sahip hastanelerde sağlık hizmetlerinin maliyet
etkin kalitesini ölçmek için SERVQUAL cihazının izole bir boyutu
olarak dahil edilmesi önerilmektedir.
Pakistan'ın
diğer şehirlerinde de ulusal düzeyde homojen bir sağlık sistemi geliştirmek
ve küresel
endüstride
rekabet avantajını yaşamak
için
benzer bir çalışma
önerilmektedir.

---

Anahtar Kelimeler

Kalite, Servqual, Rekabetçilik, Sağlık Hizmetleri

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