PATIENT SATISFACTION ; A COMPARATIVE STUDY AT TEACHING VERSUS DHQ LEVEL HOSPITAL IN LAHORE,PAKISTAN

The present study was designed to compare patient satisfaction in teaching hospitals and at DHQ level in Lahore, Pakistan. A retrospective study was conducted based on a data collection form designed to evaluate the present level of patient satisfaction at 3 different hospitals in Lahore. Patients' consent was taken and they were surveyed on a random basis and the results were compared on the following basis: (a) whether patients are satisfied with the treatment provided by the doctors (b) whether hospitals are adequately equipped to provide quality health services to patients (c) whether patients are satisfied with the hospital staff and with the overall environment of the hospital (d) whether patients are satisfied with the functioning of the OPD and the emergency department. Among the total patients who were surveyed it was observed that level of patient satisfaction at teaching hospitals was overall good but was less as compared to the results obtained at DHQ level. It was observed that patients are generally satisfied with the doctors and hospital care services but seem to be unaware of the role of pharmacist and pharmacy services hence the level of satisfaction on this parameter could not be monitored effectively. There is a definite scope of further improvement in patient satisfaction but an urgent intervention is needed to ensure that patients are made aware of the existence of pharmacists and their right to have access to them in order to rationalize drug treatment and therapy. Keywords: Patient, patient satisfaction, pharmacists,.

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