An analysis of primary healthcare in terms of service management standards in Khyber Pakhtunkhwa, Pakistan

Main Article Content

Malik Fahim Bashir
Sarfaraz Ahmed
Syed Imran Rais
Syed Tahir Hussain


This study investigates the implementation of the service management quality standards set by the Khyber Pakhtunkhwa (KP) government at primary health care facilities (PHCFs) in district Kohistan. Primary data through a questionnaire was collected from 42 functional PHCFs of district Kohistan. A total of 142 responses were recorded which includes 42 responses from the incharge of PHCFs and 100 from the patients who attended PHCFs facilities. Simple descriptive statistics were used to analyze this collected data. Most of the service management standards were not met in rural health centers (RHCs) However, the state of affairs at Civil Dispensary (CDs) and Basic Health Unit (BHUs) was terrifying. This study identifies the weak areas which require quality enhancement. This study suggests quality improvement in Primary Care Management Committee, A list of notifiable diseases, Essential Equipment, Rubbish Pit, waiting area, SOPs and Guidelines, and Duty roaster, Copy of Job Description, Guidelines for Risks, and Hazards and Patient’s Feedback Mechanism and Complaint Box. This study suggests that the KP government must defy trouble areas identified by the current study to improve health facilities in PHCFs.This will also reduce the patient's pressure in tertiary health facilities.

Article Details

How to Cite
Bashir, M. F., Ahmed, S. ., Rais, S. I. ., & Hussain , S. T. . (2022). An analysis of primary healthcare in terms of service management standards in Khyber Pakhtunkhwa, Pakistan. Journal of Public Value and Administrative Insight, 4(4), 364–380.


Aagja, J. P., & Garg, R. (2010). Measuring perceived service quality for public hospitals (PubHosQual) in the Indian context. International Journal of Pharmaceutical and Healthcare Marketing, 4(1), 60–83.

Atinga, R. A., Abekah-Nkrumah, G., & Domfeh, K. A. (2011). Managing healthcare quality in Ghana: A necessity of patient satisfaction. International Journal of Health Care Quality Assurance, 24(7), 548–563.

Castañeda-Méndez, K., Mangan, K., & Lavery, A. M. (1998). The role and application of the balanced scorecard in healthcare quality management. Journal for Healthcare Quality, 20(1), 10–13.

Dorgan, S., Layton, D., Bloom, N., Homkes, R., & Sadun, R. (2010). Management in healthcare: Why good practice really matters.

Ennis, K., & Harrington, D. (1999). Quality management in Irish health care. International Journal of Health Care Quality Assurance, 12(6), 232–243.

Gronroos, C. (1990). Service management: A management focus for service competition. International Journal of Service Industry Management, 1(1), 6–14.

Grout, P. A., & Stevens, M. (2003). The assessment: Financing and managing public services. Oxford Review of Economic Policy, 19(2), 215–234.

Hanefeld, J., Powell-Jackson, T., & Balabanova, D. (2017). Understanding and measuring quality of care: Dealing with complexity. Bulletin of the World Health Organization, 95(5), 368–374.

Johnston, R. (1999). Service operations management: Return to roots. International Journal of Operations and Production Management, 19(2), 104–124.

Kellogg, D. L., & Nie, W. (1995). A framework for strategic service management. Journal of Operations Management, 13(4), 323–337.

Kunkel, S., Rosenqvist, U., & Westerling, R. (2007). The structure of quality systems is important to the process and outcome, an empirical study of 386 hospital departments in Sweden. BMC Health Services Research, 7(1), 1–8.

Lazzerini, M., Shukurova, V., Davletbaeva, M., Monolbaev, K., Kulichenko, T., Akoev, Y., Bakradze, M., Margieva, T., Mityushino, I., Namazova-Baranova, L., Boronbayeva, E., Kuttumuratova, A., Weber, M. W., & Tamburlini, G. (2017). Improving the quality of hospital care for children by supportive supervision:A cluster randomized trial, Kyrgyzstan. Bulletin of the World Health Organization, 95(6), 397–407.

Lillrank, P. (2012). Integration and coordination in healthcare: An operations management view. Journal of Integrated Care, 20(1), 6–12.

McColl-Kennedy, J. R., Hogan, S. J., Witell, L., & Snyder, H. (2017). Cocreative customer practices: Effects of health care customer value cocreation practices on well-being. Journal of Business Research, 70, 55–66.

Mickan, S. M., of Allied, D., Health Services, M., Terrace, R., & Brisbane, S. (2005). Evaluating the effectiveness of health care teams. Australian Health Review, 29(2), 211–217.

Mitchell, P. H., Ferketich, S., Jennings, B. M., Beyers, M., Georges, A., Goode, C., Girouard, S., Grobe, S., Henry, S. B., Hudgings, C., Jones, K., Lang, N., Moritz, P., Moss, M. T., Ryan, J. A., & Roma, ; (1998). Quality Health Outcomes model. Image: The Journal of Nursing Scholarship, 30(1), 43–46.

Mosadeghrad, A. M. (2013). Healthcare service quality: Towards a broad definition. International Journal of Health Care Quality Assurance, 26(3), 203–219.

Muller, M. E., Muller, M., Bezuidenhout, M., & Jooste, K. (2006). Health care service management. Juta and Company Ltd.

Nuwulang. (2011). An introduction to service management.

Tabish, S. A. (1998). Towards development of professional management in Indian hospitals. Journal of Management in Medicine, 12(2–3).

Tudor, T. L., Noonan, C. L., & Jenkin, L. E. T. (2005). Healthcare waste management: A case study from the National Health Service in Cornwall, United Kingdom. Waste Management, 25(6), 606–615.

Vera, H. (1993). The client’s view of high quality care in Santiago, Chile. Studies in Family Planning, 24(1), 40–49.