DefinePK

Abstract

This paper examines the dimensions of the quality of patient care in the nursing service in the private hospitals of Kathmandu. The patients' perceptions are measured in a variety of dimensions of health service quality such as reliability, assurance, tangibility, empathy, and responsiveness. Quantitative data were collected from 225 respondents such that they serve as a proxy for perceived service quality. Highest score were reported for empathy and tangibles, with high level of satisfaction in all areas. Staff's competency and professionalism were highly rated, but there were some moderate concerns about their accessibility and willingness to listen. The findings also indicate potential scope for enhancing communication, empathy and hygiene practices and system responsiveness.