Impact of Process Improvement on Patient Satisfaction in Public Health Care Facility in Pakistan

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

Ladda ner artikel

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

Linköping Electronic Conference Proceedings 33:41, s. 481-494

Visa mer +

Publicerad: 2008-12-09


ISSN: 1650-3686 (tryckt), 1650-3740 (online)


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.


Inga nyckelord är tillgängliga


Annabel; Kajornboon Bhamani; “Using interviews as research instruments”; Language Institute Chulalongkorn University

Alexander; Komashie; Ali; Mousavi; and Justin; Gore; (2007);“Quality management in healthcare and industry”; Journal of Management History; 12 (4); 362-364

Anthony; R. K; (1978); “Improving Community Hospital Board Performance”; Medical Care; Vol. 16; (2); 83

Berler; Alexander.; Pavlopoulos; Sotiris.; and Koutsouris; Dimitris; (2005); “Using Key Performance Indicators as Knowledge-Management Tools at a Regional Health-Care Authority Level”; IEEE Transactions on Information Technology in Biomedicine; vol. no 9

Bryan; J. W; Jeffrey; A. A; Stephen; M. S; Laurence; C. B; Mark B; Jeffrey; J. G; (2006); “Quality Improvement Implementation and Hospital Performance on Quality Indicators”; HSR: Health Services Research 41:2; 311-312

CEQM Project; Canada. Available from: www.ceqm-acqm.com; [Accessed 30 May 2008]

Donabedian; Avedis;(2005); “Evaluating the Quality of Medical Care”; The Milbank Quarterly; 83:4; 691

Donabedian A; (2003); “An Introduction to Quality Assurance in Health Care”; Oxford University Press

Donabedian A; (1980); “Explorations in Quality Assessment and Monitoring”; The Definition of Quality and Approaches to its Assessment; Ann Arbor: Health Administration Press; Vol. 1

Driel; Mieke L. van; Sutter; An I. De; Christiaens; Thierry C. M.; Maeseneer; Jan M. De; (2005); “Quality of care: the need for medical; contextual and policy evidence in primary care”; Journal of Evaluation in Clinical Practice; 11; 5; 417–429 5-27

Elf Marie RN; Poutilova Maria and Öhrn Kerstin; (2007); “A dynamic conceptual model of care planning”; Scandinavian Journal of Caring Sciences; Volume 21; Issue 4; 530-538

Judith; K. Barr; Tierney; E. Giannotti; Shoshanna; Sofaer; Cathy; E. Duquette; William; J. Waters and Marcia; K. Petrillo; (2006); “Using Public Reports of Patient Satisfaction for Hospital Quality Improvement”; HSR: Health Services Research 41:3 (1); 663-664

Kane; R.L Maceijewski; M.; & Finch; M.; (1997); “The relationship of Patient

Satisfaction with care and clinical outcomes”; Medical Care; 35(7); 714-730

Kathryn; Marley A.; David; Collier A.; Susan; Goldstein Meyer; (2004); “The Role of Clinical and Process Quality in Achieving Patient Satisfaction in Hospitals”; Decision Sciences Volum 35 Number; U.S.A

Kelley; Edward; Hurst; Jeremy; (2006); “OECD Health Working Papers no. 23 Health Care Quality Indicators Project Conceptual Framework Paper”; Organisation de Coopération et de Développement Economiques Organisation for Economic Co-operation and Development

Lochoro Peter; “Measuring Patient Satisfaction in UCMB Health Institutions”; (2004); Uganda Catholic Medical Bureau; UMU Press

Mark; A. S; Elizabeth; A. M; Robert H. B; (1998); “How Good Is the Quality of Health Care in the United States?”; The Milbank Quarterly; Vol. 83; No. 4; 889

Mike; Richman; (2008); Interview: Dr. Tomas Gonzalez of Valley Baptist Health System; Quality Digest Magzine. 1-3

Rob; Baltussen; Yazoume; Ye; (2005); “Quality of care of modern health services as perceived by users and non-users in Burkina Faso”; International Journal for Quality in Health Care.18; 1; 30-32

Shortell; Stephen. (1976). “Continuity of medical care: Conceptualization and measurement”; Medical Care 14:377-391.

U.S Institute of Medicine; (http://www.ahrq.gov/qual/iompriorities.htm) [Accessed 25 October 2004]

Vahe; A. K; Nikolas; M; Karol; G. W; (2002); “Are performance indicators generic? The international experience of the Quality Indicator Project”; Journal of Evaluation in Clinical Practice; 9; 2; 266-267

Vahé; A;Kazandjian; Nikolas; Matthes; and Karol; G. Wicker; (2002); “Are performance indicators generic? The international experience of the Quality Indicator Project”; Journal of Evaluation in Clinical Practice; 9 (2); 266-267

Viv; Speller; David; Evans; Michael; J. Head; (1997); “Developing quality assurance standards for health promotion practice in the UK”; Health Promotion International; 12; (3); 221-223

AHRQ;”National Healthcare Quality Report”; 2005; Publication No. 06-008; page 79

Citeringar i Crossref