PRIME MINISTER NATIONAL HEALTH PROGRAM: A CLIENT SATISFACTION SURVEY
Introduction: Patient experience together with clinical effectiveness and patient safety is one of so called "Three pillars of quality". Benefits of good quality of care are increased client satisfaction level and program utilization. In Pakistan, major issue of people living poverty line is catastrophic heath expenditure so to overcome this issue a health insurance scheme PMNHP was launched and is a milestone towards universal healthcare access. BISP enrolees are eligible for program.
Methods: A mixed method approach was employed by using quantitative summary statistics and qualitative thematic evaluation.
Results: Overall satisfaction level was 77%, 13% were dissatisfied and 10% were uncertain. Disease wise satisfaction level among GB surgery was 95% and or surgery 88% patients with cancer and non-surgical cases were 11% dissatisfied district wise in SKD and Kotli were 100% Satisfied MZD 91% and ICT 61%. Qualitative analysis revealed themes of management, communication, hospital environment and quality of care 23 IDI's were conducted. There were issues with management, attitudes of healthcare provider, during hospital stay was not good and post discharge care was not explained properly. Satisfied patients were those who were informed well and given good care and those who lacked it were dissatisfied.
Conclusion: Results suggest that more the patient is valued, given honoured and requisite quality of care more level of patient satisfaction, and same is with patient-provider relationship greater attention more fulfilment of expectations.