Hira Ejaz, Sana Iqbal, Fatima Iqbal, Iqbal Ahmad Khan.
Pattern of patient's family complaints in children ward of a tertiary care hospital of Rawalpindi.
Pak J Public Health Jan ;5(4):23-8.
Background: Patient complaints are increasingly recognized as a potentially valuable source of information to improve quality of care in the hospital settings. The complaints reported by the patient's relatives could be used more effectively in health care settings when working with quality improvement. The measurement of patients and their family satisfaction can provide a dependent measure of service quality and also serves as a predictor of health related behavior. Objective: To study the complaints related to the management of cases, communication process, and environmental conditions of the hospital. Methodology: Data was collected through a self designed mixed questionnaire in English language from 200 respondents. Out of 200 respondents, 118 (59%) were entitled and 82 (41%) were Civil Non entitle (CNE). Convenient sampling method was used. Questionnaire was administered on those patients and their family members who were admitted in hospital since past three days at least. Results: Almost all respondents were satised with the medical and nursing care provided in the hospital; majority was satised with the indoor services like diagnostics, imaging, laboratory, and pharmacy services. 87% were found satised with their reception in the ward, 92% were satised with the behavior of nurses, 82% were satised with the dealing of paramedical staff, 96% were satised with the medical and nursing care provided in the ward. Major dissatises were poor shuttle service, cumbersome admission procedure of the hospital (40%), poor quality of food (70%) and poor hygienic condition of the toilets (72%). Conclusion: The major satisers were behavioral and professional attitude of doctors / nurses, and medical / nursing care provided in the hospital. Major dissatises were cumbersome admission procedure of the hospital, poor shuttle service for the patients and their families, cleanliness of toilets, quality of food served in the hospital. Key words: Patients, family complaints, tertiary care hospital.
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