Patient satisfaction survey at emergency satellite hospital, Nahaqi in rural Peshawar

ABSTRACT

A survey was conducted to assess the current status of Emergency Satellite Hospital [ESH] as compared to its function before July 2001. The management of this hospital has been taken over by Abaseen Foundation on the basis of public/private partnership with the health Ministry of the Government of N.W.F.P. A structured questionnaire was developed to elicit information on patient's satisfaction on the quality of health care services, hospital staff interactions, hospital environment and also to determine areas for improvement at ESH, through patient opinion on OPD fee structure, staff appraisals and hospital infrastructure. The survey revealed that almost every department of the hospital has shown improvement, in particular, the improved X-Ray facility and Laboratory facility enhances the diagnosis and treatment procedures at the hospital. The participants suggested that the hospital needs an Eye specialist and a Surgeon to be added to its clinical specialties so that the rural patients need not travel to the city for these services. This rural population dwell below the poverty line and their urgent demand is for free medicines. In this article the authors have attempted to acknowledge the patients experiences, values and preferences and document this information to effectively use it for improving services in the hospital and establish good governance for clinical practice through shared decision making between patients and health care providers