Improving Patient Satisfaction through Training and Development Interventions: Case Study of Liaquat National Hospital, Karachi, Pakistan

Abstract

Organizational Development practitioners hold notionthat 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 forvigilant human resources to meet the end goal ofmaximum 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 nontechnical (human behavior) dimensions of patient satisfaction and connects its findings to training anddevelopment opportunities available at LNH in bothrespects. The study recommends general managementskills training and development framework for increasing patient satisfaction scores at LNH.The research has been conducted through unstructured questionnaires, discussion sessions with administrationstaff and on-site personal observations.