Perceptions of Employees regarding Service Quality in Punjab Hospitals

Abstract

Great significance of the perception of the employees regarding the quality of the service to the patient is tied to the understanding of the hospital performance levels, patient satisfaction, and overall efficiency of healthcare delivery. Punjab, in Pakistan is plagued by healthcare issues such as heavy number of patients, work-force deficit as well as insufficient infrastructure. This research paper explores an investigation into the perception of doctors, nurses, paramedical employees, and the administrative employees relating to the quality of the services provided in the tertiary and secondary hospitals at Punjab. Primary data that included 450 employees of the hospitals of Lahore, Faisalabad and Multan were collected using the structured questionnaires and semi-structured interviews. These findings indicate that the perception of the professional groups is different, with nurses and the administrative staff mentioning the problems of resource allocation, the working volume, and the support form organizational, and doctors emphasizing the clinical quality and patient outcomes. Overall, organizational efficiency, service delivery quality, and patient satisfaction are the most closely related to the perception of the employees. It is possible to recommend better employee education, schedule optimization, employee rewards, and policy changes as the strategies that can make the Punjab hospitals more virtuous in the case of service delivery.