Where we stand: Analysis of ambulance service of Karachi

The objectives of the study are, identify patient satisfaction through patient experience by comparing the ambulance services of Karachi in phase 1, compare the standards of local ambulance services with international standards designed for an ambulance in Phase 2, explore and understand the in-depth perspective of stakeholders about the ambulance services in phase 3. To assess the service quality of the ambulance services, we took the model of ServPerf introduced in the critiques of the ServQual model. They took the idea that perceived quality is lead to satisfaction. H1 There is no difference in the perceived quality of service among the ambulance services operated in Karachi H2 There is no difference in the perceived service quality of ambulance services among genders. H3 There is no difference in the perceived quality of service of different age groups. Phase 2 This chapter compares the local ambulance services with the international standards designed for the ambulance services. There are different standards for ambulances like safety and manufacturing, comprehensive covering management, leadership, patient's rights and clinical markers, service delivery standards covering the equipment required to deliver the service. The standard follows for the comparison is designed by the group of committees like the American college of surgeons committee on trauma, American College of Emergency Physicians, National Association of EMS Physicians, pediatric equipment guideline committee – EMSC and American academy of pediatrics". The justification for using this standard is because we are looking for service delivery to patients and the availability of life-saving equipment and medicines are the essential aspect of service delivery. Phase 3 we sought to explore the perspective of key stakeholders about the ambulance service, its operational challenges, international standards, and how to overcome these challenges.