ISSN: 1998 - 4162

JISR MSSE Journal Contents

Volume 2, Number 1, January 2004


Improving Patient Satisfaction through Training and Development Interventions
Muhammad Athar Siddiqui - Sohail Alavi, Karachi, Pakistan
Dr. Mirza Abrar Baig - National Bank of Pakistan, Karachi, Pakistan


Abstract
Organizational Development practitioners hold notion that application of management practices is difficult in service sector and perhaps regard hospitals to be the most challenging case. Complexities of health care and human involvement hanging between life and death calls for vigilant human resources to meet the end goal of maximum patient satisfaction. Training and Development system has a direct positive effect on the achieving high patient satisfaction scores.

Research was carried out to study patient satisfaction level at Liaquat National Hospital (LNH), Karachi. The study evaluates technical (core medical) and non-technical (human behavior) dimensions of patient satisfaction and connects its findings to training and development opportunities available at LNH in both respects. The study recommends general management skills training and development framework for increasing patient satisfaction scores at LNH.

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