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Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care

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Tradeoff between efficiency and perceived quality: evidence from patient-level data.

Saima Bashir¹, Muhammad Nasir¹

¹Pakistan Institute of Development Economics Quaid-i-Azam University Campus, Islamabad 44000, Pakistan.

International Journal for Quality in Health Care : Journal of the International Society for Quality in Health Care

|November 16, 2020

Summary

District Headquarter Hospitals (DHQHs) in Pakistan have an average efficiency score of 0.52. Increased hospital efficiency negatively impacts patient satisfaction, particularly concerning provider communication.

Keywords:

Pakistan obstetric services public hospitals quality satisfaction level technical efficiency

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Area of Science:

Health Services Research
Healthcare Management
Patient Satisfaction Studies

Background:

District Headquarter Hospitals (DHQHs) are crucial for providing obstetric services.
Assessing the technical efficiency of these hospitals is vital for resource allocation and service quality improvement.
Understanding patient satisfaction is key to evaluating healthcare delivery effectiveness.

Purpose of the Study:

To quantify the technical efficiency of DHQHs in Pakistan for obstetric care.
To examine the correlation between DHQH technical efficiency and patient-reported satisfaction with services.

Main Methods:

Utilized data from the Health Facility Assessment (HFA) survey, including Client Exit Interviews.
Employed two-stage residual inclusion, Ordered Logistic Regression, and Least Square Dummy Variable techniques.
Analyzed efficiency scores and patient perceptions of care quality.

Main Results:

The average technical efficiency score for Pakistan's DHQHs was 0.52, with no hospital achieving full efficiency.
A statistically significant negative relationship was observed between technical efficiency and patient satisfaction.
Patient satisfaction with healthcare provider attitude and communication was most impacted by technical efficiency.

Conclusions:

Patient satisfaction is highly sensitive to physician attitude and communication during consultations.
Enhanced efficiency in hospitals may inadvertently reduce patient satisfaction if not balanced with interpersonal care aspects.
Improving physician communication and attitude is crucial for boosting patient satisfaction, even in efficient healthcare settings.