hospital’s success depends on patient’s expectations, perceptions and judgement
of the

quality of
services provided. With increasing awareness about human rights with specific
respect to health, the patients, expect quality health-care at any such
facility. In the light of such a situation, health-care providers need to have
a closer look at the perception of their patients and try to provide medical
services meeting their expectations.

is the process by which an individual option, organizes and translates
information inputs to createa meaningful picture of the universe1. Patient’s
perception of medical service quality positively influences his satisfaction

As calls are
made for a more patient-oriented health care unit, it becomes essential to
define and measure patient perceptions of health care quality and to know fully
what drives those perceptions 3. To know the difference between patient
perception and patient satisfaction is the key here.

Zhao and
Akkadechanut define medical services as “the degree of excellence observed
in nursing care delivery to patients, and it comprises of 5 categories, which
include: staff characteristics, care related activities, preconditions for
care, healthy environment, and progress as perceived by patients of doctors

department is the gateway to almost all of the hospital services. Globally, 80%
of patients are attended at OPD. Outpatient services are the key to health
gains for the poor. Currently, the role of service quality is widely recognized
as being a critical determinant for the success and survival of a organization
in a competitive environment 5.

There has been series of researches on healthcare services
accessibility, affordability, equity, less waiting time, availability of
consultants and specialists in the clinics, drugs availability. Patients to
nurse ration and medical doctors to patient’s ratio have been top most issues
under investigations by health pros. But very scanty or near absence of studies
that nearly touch on the quality of services by combining the indices mentioned
in the beginning of this section to determine whether the reform being
undertaking by different countries is really delivering a qualitative service
to myriad of customers attending both public and private for profit or private
and public not for profit hospitals. This type of study will serve as a wakeup
call for all health care units to know that the whole world and indeed the
communities their service is
impacting on are on the watch 6.

Pakistan, the most important aspect of well-being is also the most neglected.
In its 71-year history, Pakistan’s successive governments — civil and military
— have not made health a priority. It is woeful that discussions around health
policy receive little to no space in the agenda of political parties. And while
the media tends to report heavily on specific heath-related crises — such as
the spread of polio and child deaths in Thar — meaningful debate around the
causes of abysmal health services is virtually absent 7.


By our count, the city of Abbottabad has about 121,000 residents
(the entire Abottabad district comprises 881,000) and 21 hospitals and medical
complexes — and that’s not counting the many private doctors clinics 8.

The following work envisages patient’s perceptions of medical
services rendered in a hospital of Abbottabad, Ayub Medical College. 

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