ASSESSING PATIENTS’ HEALTHCARE SERVICE QUALITY PERCEPTIONS IN PUBLIC SECTOR HOSPITALS OF KHYBER PAKHTUNKHWA, PAKISTAN
This study has been conducted with the aim to explore the availability, requirements and patient
perceptions regarding healthcare services in selected public hospitals of Khyber Pukhtunkhwa (KP), Pakistan.
This study has been carried out at two major public hospitals; The Lady Reading Hospital (LRH), Peshawar and
Divisional Headquarter Teaching Hospital (DHTH) Kohat. The current study reveals policy gaps and deficiencies
of healthcare delivery system.
Methods: The study used ’SERVQUAL’ instrument in order to find the Patient’s perceptions about the
healthcare delivery system. Therefore, five service quality dimensions: empathy, tangibles, assurance, reliability
and responsiveness were used in this study.
Results: The sample size of thecurrent study were 305 patients, out of which 188 respondents were selected
randomly from LRH, Peshawar and 117 respondents selected from DHTH, Kohat. The finding of our study
reveals that the satisfaction level of LRH, Peshawar, patients regarding health services availability were better
whencompared to DHTH, Kohat.
Conclusions: The results based on the five dimensions of healthcare services concluded that the majority of the
participants were utilizinghealthcare services from both LRH and DHTH hospitals. It shows the respondents’
positive perceptions regarding healthcare services at the selected hospitals.
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