Article | 11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20-22 August; 2008 in Helsingborg; Sweden | Impact of Process Improvement on Patient Satisfaction in Public Health Care Facility in Pakistan

Title:
Impact of Process Improvement on Patient Satisfaction in Public Health Care Facility in Pakistan
Author:
Ali Sajid: Center for Advance Studies in Engineering, Islamabad, Pakistan Hina Ali: Center for Advance Studies in Engineering, Islamabad, Pakistan Mehvish Rashid: Center for Advance Studies in Engineering, Islamabad, Pakistan Ali Raza: Center for Advance Studies in Engineering, Islamabad, Pakistan
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Year:
2008
Conference:
11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20-22 August; 2008 in Helsingborg; Sweden
Issue:
033
Article no.:
041
No. of pages:
14
Publication type:
Abstract and Fulltext
Published:
2008-12-09
Series:
Linköping Electronic Conference Proceedings
ISSN (print):
1650-3686
ISSN (online):
1650-3740
Publisher:
Linköping University Electronic Press; Linköpings universitet


Quality of Service delivery in health sector is the most ignored area in Pakistan. Process inconsistencies generally have not been perceived as a major problem in public health facility in a typical developing country like Pakistan. The study will analyze the outcomes of process improvement in public health care facility resulting in achieving patient satisfaction. This study comprises of three sequential phases. First phase consists of identifying discrepancies between Quality of Services and its effects on Patient Satisfaction. Second phase will deal with understanding determinants of inconsistencies in health care system; particularly in terms of process performance. Finally a strategy will be evolved on the basis of research with a view to reduce process deficiencies and to evaluate existing inconsistencies.

Purpose: The main focus of study will be on the measurement of Clinical Quality Outcome of Public Health Care Facility. This research will suggest the mechanism to enhance hospital performance on selected indicators of Clinical Quality associated with quality improvement implementation in hospitals. A strategy will be adopted on basis of research to induce efficiency in processes and to assess overall improvement.

Research Methodology: Data collection will be achieved through questionnaire; interviews (doctor; patient; paramedics and relatives of patient); field visits and observations. Survey will be conducted amongst patients; doctors; paramedical staff and concerned people. Quality will be measured on the basis of selected and defined Key Performance Indicators (KPIs) containing both process and outcome of the process. Some suggested KPIs may include but not limited to Acceptability; Accessibility; Appropriateness; Capacity; Continuity; Clinical Focus/Effectiveness; Efficiency; Patient Focus; Sustainability and Timeliness. Specific (Research) questionnaire will also be established to increase effectiveness of research.

Research Findings: Research will show relationship of the process improvement on the level of satisfaction of patient in Public Health Care Facility. Research will also indicate the impact of outcomes on the patient satisfaction but also sustainable growth of respective hospital. Study will also highlight core discrepancies in the Quality of health services in Pakistan and a strategy will be developed to minimize potential and present problem areas in the public health care facility.

Value of Paper: Utilization of health services is an important policy concern in most Developing Countries like Pakistan; reflecting both efforts to improve health outcomes and to meet international obligations to make health services broadly accessible. This research will help policy makers to devise effective health care operational plans for the overall betterment of hospital environment leading to society; country and humanity in a broader context.

11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20-22 August; 2008 in Helsingborg; Sweden

Author:
Ali Sajid, Hina Ali, Mehvish Rashid, Ali Raza
Title:
Impact of Process Improvement on Patient Satisfaction in Public Health Care Facility in Pakistan
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11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence; 20-22 August; 2008 in Helsingborg; Sweden

Author:
Ali Sajid, Hina Ali, Mehvish Rashid, Ali Raza
Title:
Impact of Process Improvement on Patient Satisfaction in Public Health Care Facility in Pakistan
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