Using SERVQUAL for assessing and improving patient satisfaction at a rural health facility in Pakistan
AbstractA cross-sectional study of patient satisfaction with care was conducted over a period of 1 year from March 2004 to March 2005 in a secondary-level hospital in a peri-urban area of Karachi, Pakistan. Using the SERVQUAL tool and exit interviews, data were collected quarterly from a total of 1533 patients. Results sharing and capacity-building workshops were arranged during the 4 phases of the survey to sensitize the staff of the hospital to work towards improving patient satisfaction. The level of satisfaction of the patients with the outpatient health services provided showed a gradual increase from 34.4% to 82.0% over the 1-year period
Shaikh, B.T., Mobeen, N., Azam, S.I. & Rabbani, F. (2008). Using SERVQUAL for assessing and improving patient satisfaction at a rural health facility in Pakistan. EMHJ - Eastern Mediterranean Health Journal, 14 (2), 447-456, 2008 http://www.who.int/iris/handle/10665/117457
JournalEMHJ - Eastern Mediterranean Health Journal, 14 (2), 447-456, 2008
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Relationship of pharmacist interaction with patient knowledge of dispensed drugs and patient satisfaction Garjani, A.; Rahbar, M.; Ghafourian, T.; Maleki, N.; Garjani, Af.; Salimnejad, M.; Shamsmohammadi, M.; Baghchevan, V.; Aghajani, H. (2009)A prospective survey of pharmacists' tasks and patients' knowledge and satisfaction was conducted in 35 randomly selected community pharmacies in Tabriz, Islamic Republic of Iran. The total pharmacist interaction received a mean score of 3.05 out of 5. Providing written directions for use attained the highest score of 0.98 out of 1. Patients scored 3.18 out of 5 for knowledge about their medicines. There was a close correlation between patients' knowledge of dispensed drugs and pharmacist interaction [r = 0.95]. Mean total prescription filling ...