Patients Experience and Satisfaction with Healthcare at Pakistan Railways Hospital, Rawalpindi

Objective: To determine the level of patients’ satisfaction with services provided at Pakistan Railways Hospital, Rawalpindi. Study Design: Cross-sectional survey. Place and Duration: It was conducted at Pakistan Railways Hospital from March2006 to March 2010. Materials and Methods: A questionnaire was given to every patient at the time of discharge which contained questions regarding quality of different services offered at the hospital. Results: Total of 5750 patients responded. Most of them considered services satisfactory. The best rated was doctors’ availability and courteousness (98.3%). 96.8% were satisfied with the attitude of nursing staff. Documentation process at reception was convenient according to 92.3%, and 96% considered attitude of reception staff as helpful and cooperative. 96% were satisfied with laboratory services. Cleanliness in the wards and hospital premises was rated as satisfactory by 82.9%. The lowest rating was for the cost of medicines at pharmacy. Conclusion: Patients had high level of satisfaction with healthcare and facilities at hospital.