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Comparison of Quality of Health Services in Lahore-Pakistan

Article · December 2015

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December
2015
IJRSS Volume 5, Issue 5 ISSN: 2249-2496
_________________________________________________________

Comparison of Quality of Health Services in

Lahore-Pakistan
Abaid ullah Zafar*
Mohsin Shahzad**

Abstract
The basic objective behind choosing this topic is to define quality services in health sector. We
have to deal with the health related issues in our society, including treatment, lack of resources,
limited machinery, lack of medical instruments, non availability of health care staff, lack of
administration, preservation of mental and physical well being through the quality services offer
by the medical and health professionals. At the time of admission in hospital patient have to
follow difficult procedures neglecting the patient condition that ultimately cause more
complications. This article will also cover the hospitals environment, Security issues and its
effects on patient. This paper is more focused on quality services rather any other variable like
cost because health is not a thing to compromise. Patient tries to bear every possible cost to get
his health back. The research will be covering few health service providers in Lahore, Pakistan.
Research will be including experimental research in different hospitals of Lahore-Pakistan, case
studies of different hospitals and getting the questionnaire filled by different professionals and
patients of hospitals. We have also conducted online search and survey. This article has indicated
which methods to be implemented and which paths should be avoided towards providing a better
quality services in different health sectors.

Key words: Health Environment, Medical Services, Quality Services, Health Professionals,

*
Management Sciences Department - National University of Computer and Emerging Science
FAST-NUCES, Lahore
**
Institute of Business and Management, University of Engineering and Technology, IB&M-
UET Lahore
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December
2015
IJRSS Volume 5, Issue 5 ISSN: 2249-2496
_________________________________________________________
1. Introduction
Quality health care can be more exactly described as striving for and reaching excellent standards
of care. It involves assessing the appropriateness of medical tests and treatments and measures to
continually improve personal health care in all fields of medicine. Providers of health care are
concerned about their ability to continue providing high-quality care in the face of diminishing
resources. Purchasers of health care are concerned that the cost has exceeded their capacity and
willingness to finance it. Both need more quantifiable measures of quality; both seek ways of
assessing value. While measures of direct cost may be identifiable, measures of quality have been
more elusive. In part, their elusiveness has been fostered by non agreement on what the definition
of quality of health care truly is. In part, defining quality has been complicated by the subjective
nature of some of the components of that definition. Descriptions of quality of care vary with the
point of view and role of the observer, who may be a patient, a clinician, a purchaser, or a
manager. Descriptions of quality also depend on the clinical setting, on patient expectations, and
on severity of illness.

To obtain the views and opinions regarding quality services in hospitals, we have first gone
through a survey of some important indicators and then through proper rating have shortlisted the
ten final indicators and have made a questionnaire which was further filled by patients from each
respective hospitals. Those services are as follows:

1. Easy access of admission process.

2. Effectiveness of medicines providing speedy recovery.
3. Providence of clinical excellence.
4. Availability of medical expertise.
5. Convenience in providing security measures
6. Feasibility of hygienic food.
7. Proper health care management.
8. Availability of doctors in time.
9. Efficacious system of instruments disposal.
10. Appeasing through cleanliness.

A Monthly Double-Blind Peer Reviewed Refereed Open Access International e-Journal - Included in the International Serial Directories
Indexed & Listed at: Ulrich's Periodicals Directory ©, U.S.A., Open J-Gage, India as well as in Cabell’s Directories of Publishing Opportunities, U.S.A.

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December
2015
IJRSS Volume 5, Issue 5 ISSN: 2249-2496
_________________________________________________________
2. Research Objective
We want to compare quality services of different hospitals in Lahore. We have chosen those
hospitals that have more than 200 beds. These hospitals are:
Mayo Hospital is one of the best hospitals of Lahore. We have visited and came to know
that a number of patients come daily but unfortunately patients are not satisfied, neither
with the treatment given to them nor with the behavior of doctors. We have visited the
hospital especially the unit which deals with the glaucoma patients and have noticed that
there were no doctors to attend them
Services hospital is another leading hospital in Lahore in which we have noticed that
processes are very effective as senior doctors take action against doctors who attend
patients in their private clinics rather than hospital and due to this reason it is developing
at a speedy rate.
Doctors’ hospital is another well known hospital in Lahore but as according to news, the
quality of doctors available in time is very poor. People are sent from one room to another
to look for doctor but they are unable to find doctors in the right time and right place.
Otherwise the remaining departments are working fine.
Surgimed hospital is a very established hospital and during our group’s visit, we find it
very remarkable in all workings of different departments, whether its patient’s care or
admission processes etc, all processes are easy to access.
Jinnah hospital is another example of a good working place where all workers work
through collaboration in different departments. Visitors are always guided properly as
they entered hospital and patients are treated in a friendly atmosphere.

3. Research Approach
We have prepared a questionnaire and circulated them among patients of these five hospitals we
have selected. We have put an effort to get the diverse indicators which are important according
to general public of UET and then by taking an average, we have organized a full fledge
questionnaire which was then taken in chosen hospitals and by patients effort, we have received
information according to priorities. Then by short listing we have compared the result and have
chosen the best quality services.
A Monthly Double-Blind Peer Reviewed Refereed Open Access International e-Journal - Included in the International Serial Directories
Indexed & Listed at: Ulrich's Periodicals Directory ©, U.S.A., Open J-Gage, India as well as in Cabell’s Directories of Publishing Opportunities, U.S.A.

International Journal of Research in Social Sciences

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December
2015
IJRSS Volume 5, Issue 5 ISSN: 2249-2496
_________________________________________________________
4. Research Scope
Our research scope is to get a survey on quality of health services in Lahore. We have taken in
account international standard and have conducted a survey from the general public i.e. student
of IB&M, the top ten factors rated was then verified by visiting hospitals of Pakistan. By
noticing in our convenience we then selected five hospitals, Mayo, Jinnah, Surgimed, Doctors
and Services. We wanted an insight regarding the services provided by these health sectors.
5. Discussion
We have discussed many factors regarding quality services in health sectors among group
members. Then after proper brain storming, we had a discourse with other class fellows and
requested them to jot down quality factors which they think is necessary in any health sectors
.Then we progressed further in our project through cogitation, surveys and different searches.
6. Literature Review
Our literature review is an appraising description of information found in the literature associated
to health services in Lahore. We have identified the major quality services according to the
international standards. Through internet surfing, we found out that these three factors add to the
quality as they are given priority. These are not in the position of first three according to
international standards but they are mandatory in Pakistan’s Hospitals. In these we see the
reduction of medical error is a key role of the accreditation process. The Socialized medical
system comes on the second number in the list. Training and education of staff, credentials and
clinical governance comes in the third place. On the basis of these standards we identified the top
rated services.
7. Findings and Analysis
We have compared the quality services of hospitals according to the rating and as per the average
calculated the results are as follows:
Services Hospital – 60.3
Jinnah Hospital- 60
Mayo Hospital- 52.7
Surgimed Hospital- 51.6
Doctors Hospital- 51.3

A Monthly Double-Blind Peer Reviewed Refereed Open Access International e-Journal - Included in the International Serial Directories
Indexed & Listed at: Ulrich's Periodicals Directory ©, U.S.A., Open J-Gage, India as well as in Cabell’s Directories of Publishing Opportunities, U.S.A.

International Journal of Research in Social Sciences

http://www.ijmra.us
403
December
2015
IJRSS Volume 5, Issue 5 ISSN: 2249-2496
_________________________________________________________
Comparison of Services Quality

Services Quality

Doctors
Services
18%
22%

Surgimed
19%
Jinnah
22%

Mayo
19%

8. Conclusion
Denouementing our research work, we have analyzed the services of health sectors and after an
inclusive effort, we have achieved the outcome of hospitals working powers. Through rating

A Monthly Double-Blind Peer Reviewed Refereed Open Access International e-Journal - Included in the International Serial Directories
Indexed & Listed at: Ulrich's Periodicals Directory ©, U.S.A., Open J-Gage, India as well as in Cabell’s Directories of Publishing Opportunities, U.S.A.

International Journal of Research in Social Sciences

http://www.ijmra.us
404
December
2015
IJRSS Volume 5, Issue 5 ISSN: 2249-2496
_________________________________________________________
procedure and finding average we have come up to the conclusion that which hospital is
primordial and which are below in the list. At the top is Services hospital, second comes Mayo
hospital, in third place Jinnah hospital, following Surgimed and lastly Doctors hospital

9. References
Education. (2014, 10 15). Retrieved 10 15, 2014, from Doctors Hospital Web site:
http://www.doctorshospital.com.pk/education.php

Patients, P. M. (2014, 09 25). Quality Service Comparisons in targeted hospitals. (M. S. Abaid
Ullah Zafar, Interviewer)

Mayo Hospital, (2014, October 16). Retrieved October 16, 2014, from Paktive.com:
http://www.paktive.com/Mayo-Hospital_32NA13.html

Jinnah Hospital, (2014, October 16). Retrieved October 16, 2014, from Paktive.com:
http://www.paktive.com/Jinnah-Hospital_24SA13.html

Service Hospital, (2014, October 16). Retrieved October 16, 2014, from Paktive.com:
http:/ www.paktive.com/Services-Hospital_6WA13.html

Arzoo Saeed, H. I. (2005). Reasons for the Problems faced by Patients in Government Hospitals:
results of a survey in a government hospital in Karachi, Pakistan. Journal of Pakistan Medical
Association .

S M Irfan, A. I. (2011). COMPARISON OF SERVICE QUALITY BETWEEN PRIVATE AND

PUBLIC HOSPITALS: EMPIRICAL EVIDENCES FROM PAKISTAN.
Journal of Quality and Technology Management , 1-22.

A Monthly Double-Blind Peer Reviewed Refereed Open Access International e-Journal - Included in the International Serial Directories
Indexed & Listed at: Ulrich's Periodicals Directory ©, U.S.A., Open J-Gage, India as well as in Cabell’s Directories of Publishing Opportunities, U.S.A.

International Journal of Research in Social Sciences

http://www.ijmra.us
405
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