Mission, Vision and Quality Policy

Mission

The mission of AKUH is embodied in a summary statement which is as follows:

• To provide exemplary care to patients;
• To develop and test innovations in care, education, and research;
• To support the teaching and research missions of the Faculty of Health Sciences;
• To contribute to the development of a system encompassing primary, secondary, and tertiary care, and not geographically confined to the existing Hospital facility;
• To provide access for needy patients who may not, on account of financial difficulties, be able to afford normal Hospital charges, and to reach out to those who might not otherwise present themselves at the Hospital;
• To develop new services in response to public expectations as resources permit on an economically viable and sustainable basis; and
• To carry out programmes and assigned missions in a manner that would demonstrate the ability of the institution to attain self-support in a developing nation environment.

Vision

"AKUH will be recognised as one of the best health care institutions in Pakistan and the developing world. We will achieve this : By providing compassionate, ethical, accessible and high Quality care that meets or exceeds the needs and expectations of our patients, their families and others whom we serve.

• By providing an outstanding work environment that fosters motivation and commitment in our staff.
• By enabling leadership in education and research that improves the health of the people in the region."

Quality Policy

We at Aga Khan University Hospital

• Provide compassionate, ethical, accessible and high quality care that meets the needs or expectations of our patients, their families and others whom we serve.
• Provide a work environment that fosters motivation and commitment in our staff.
• Enable leadership in education and research that improves the health of the people in Pakistan.

Patient Satisfaction Surveys

Patient satisfaction surveys enable the Hospital to seek its patients' views on services they have received at the Hospital and this data is used as a tool for self-analysis and improvement. These surveys are now conducted on an on-going basis for Consulting Clinics (CC), Community Health Centre (CHC), Section of Emergency Medicine (SEM), Surgical Day Care (SDC), Inpatients, Executive Clinic, Laboratory (Main and Soparivala), Radiology, Cardiopulmonary, Neurophysiology, Physiotherapy and Pharmacy services.

• Sample size for each service is determined statistically and is sufficient to estimate the proportion of satisfied patients with ±5 per cent estimation error with 95 per cent level of confidence.
• Data collection continues through out the year. Patients are selected randomly from the Hospital's computerised patient database.
• Interviews for all services, excluding Laboratory and Radiology (for which face to face interviews are conducted due to a large number of outside referrals), are done over the telephone within five to seven days of a patient's utilisation of the services.
• For further improvements in the services in response to patients' feedback, satisfaction data is analysed and per cent of overall satisfied patients and their ratings on individual service attributes are circulated to all service providers and senior leadership at the end of each quarter.