Identifying Factors Affecting Patients’ Satisfaction Against Quality of Health Care Services: An Investigation from Aga Khan Hospital Karachi

Abstract

Main aim of this study is to identify barriers and critical success factors, which are affecting the level of patients’ satisfaction. Previous studies show that the perception of the quality of care and patients’ satisfaction has the associations and there are barriers which are affecting level of satisfaction. The patients were selected randomly and a questionnaire was used to evaluate the health care services provided like: diagnosis services, food services, and billing department services, emergency services, pharmacy services, physical appearance and layout of the hospital. This study concludes that the majority of the patients are satisfied with the services provided by the in-patient department of Aga Khan Hospital.

The strengths of the organization as highlighted by patients must be continuing. On the other hand, some services need more focus while planning and managing the health care system, like pharmacy and billing department services. The study recommends that the hospital must improve its billing system and should give discount on medicines as well.

Keywords: Patient satisfaction, Health care services, Health care organizations, Agh Khan Hospital

JEL Classification: I11; I18; L15