Exploring Pharmacy Service Factors Shaping Tertiary Care Hospital Service Quality in Karachi: A Qualitative Study

A recent qualitative study led by Dr. Arif Ali Arain (PhD Scholar, Salim Habib University, and Head of Pharmacy at The Indus Hospital & Health Network – IHHN) explores how pharmacy services influence service quality in tertiary care hospitals across Pakistan. The research highlights the vital yet often underutilized role of pharmacists in enhancing hospital performance, operational efficiency, and patient outcomes.

The study identified six major themes defining pharmacy service quality — patient-centred care, operational efficiency, cost-effectiveness, clinical integration, communication and collaboration, and intravenous-to-oral (IV→PO) therapy conversion. Findings revealed that pharmacists serve as both strategic resources and operational enablers who enhance patient safety, reduce medicine wastage, lower healthcare costs, and streamline hospital workflows. When pharmacists are integrated into multidisciplinary care teams, they significantly improve coordination and patient outcomes.

In many low- and middle-income countries, including Pakistan, pharmacists are still largely confined to dispensing and procurement roles, limiting their potential to contribute to clinical and operational excellence. The study emphasizes that expanding pharmacists’ involvement in clinical decision-making and implementing structured programs such as IV→PO stewardship can transform healthcare delivery.

“Investing in pharmacy services is not a cost centre — it is a strategic investment that improves safety, reduces waste, and helps deliver more patient-centred care,” said Dr. Arif Ali Arain (PhD Scholar, Salim Habib University, and Head of Pharmacy, IHHN).

This research underscores The Indus Hospital & Health Network’s commitment to promoting innovation, operational excellence, and patient-focused care. By strengthening institutional support and developing sustainable pharmacy models, IHHN continues to lead in advancing hospital systems and improving patient well-being across Pakistan.

The study was conducted with the support of Shamaila Burney (Associate Professor, Salim Habib University) and Sheikh Muhammad Saad (Clinical Pharmacist, IHHN)