REFLECTION ON QUALITY OF HEALTH SERVICES

A CASE FROM PUBLIC TEACHING HOSPITALS OF LAHORE PAKISTAN

Abstract

Health care is the crucial and fundamental right of every human being. Quality
health care is the strong desire of every human being. Quality is considered as one of the
prime pillar of differentiation in services. Service quality is lifeline of organizational success.
This paper throws a public eye on patient’s expectations and the satisfaction level pertaining to
quality of service provided by public hospitals. Objectives: (1) To dig out the quality of service
in public teaching hospitals of Lahore, Pakistan by using SERVQUAL model. Study Design:
Quantitative Study. Period: Sep 2014 to Oct 2014. Setting: Five Teaching Hospital, Jinnah
Hospital, Mayo Hospital, Services Hospital, General Hospital, Sir Ganga Ram Hospital, Lahore
which are the Medical Giants of Pakistan. Material & Methods: The research is carried out on
primary data, recording 250 responses from target audience by using structure questionnaire.
Regression and correlation analysis were performed to confirm a relationship between Service
Quality dimensions and patient satisfaction. Results: Study shows that empathy is the most
important factor that brings happiness and satisfaction to the patients. Conclusions: Research
findings are fruitful for health department and hospital administration to plan strategies in order
to improve service quality and become benchmark for others in industry.