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. [1] To dig out the quality of service in public teaching hospitals of Lahore, Pakistan by using SERVQUAL model. Quantitative Study. Sep 2014 to Oct 2014. Five Teaching Hospital, Jinnah Hospital, Mayo Hospital, Services Hospital, General Hospital, Sir Ganga Ram Hospital, Lahore which are the Medical Giants of Pakistan. 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. Study shows that empathy is the most important factor that brings happiness and satisfaction to the patients. 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