Valuation of Satisfaction Level among Patients Attending the Indoor Clients of First Referral Units in Lahore
Keywords:First referral unit, Maternal mortality, Health for all
Objective: Internal customer satisfaction is a breakthrough parameter for assessing the functioning of the First Command Unit established by the government. Pakistan, as part of the Child Survival and Safe Motherhood (CSSM) Program in 1992. It is currently expected that CSSM, as part of the flagship National Health Mission (NHM), will reduce the burden of high maternal mortality in Pakistan and the extent of further reductions from current levels to ensure safe motherhood and then childhood to achieve the Health for All goal. In this context, some primary and most community health centers have been upgraded to the first referral unit (FRU), which has been specifically prepared to handle obstetric emergencies. Intensive efforts continue to strengthen these FRUs under the National Health Mission Program by addressing the needs of patients particularly staying in rooms participating in the FRU.
Methods: Data was collected from outpatient ward of the Jinnah Hospital Lahore for one year from November 2017 to October 2018. Patients / clients using internal services; a sample of 60 customers was selected for the survey. They were asked questions to assess the level of satisfaction with the use of various internal services, and their answers were rated as poor-1, fair-2 and good-3.
Results: An evaluation of the functioning of some FRUs showed that the overall level of internal customer satisfaction is around 50%, which can be further improved by improving service delivery.
Conclusions: We conclude that in order for FRU to operate smoothly, the health needs of clients should be a priority.