Are Patients Satisfied with Healthcare Services in Hospitals? Which Dimensions Influence it?
Keywords:Patient's Satisfaction, health care delivery, public & private hospitals
Objectives: To determine the patient satisfaction with health care services provided in hospitals, disregard of whether
private or public
Methodology: A cross-sectional online survey was conducted from January to October 2020 who had utilized health
services from private or public hospitals. A questionnaire was used for assessing the satisfaction in various dimensions;
Likert scales were used for quantifying the level of satisfaction. A formal approval of ERC from the parent institution and
informed consent was sought. The sample size was 384 keeping the expected satisfaction at 50%; non-probability sampling
was done. Multiple variables were used to assess patient satisfaction. They were grouped into four thematic areas, and a
mean score was given to each.
Results: The mean age of participants was 25.19 ± 6.99. More than half of the participants (59.9%) visited a private
hospital compared to only 27% visiting a government hospital. Overall, 257 (88.9%) participants were satisfied with their
previous visit. The satisfaction levels varied with various dimensions; with quality of doctor 73.2%; the environment and
basic facilities 76.8%; the process of seeking care - 57.4%; and with medicine and diagnostic facilities 67.4%.
Conclusion: Three-quarters of the study population were satisfied with their last hospital visit. The perceived quality of
doctors, the ambiance and hospitals' general facilities make a difference in patients' satisfaction. The follow-up visits and
compliance with the treatment are influenced by how satisfied one is with the last visit.
Rajkumari B, Nula P. Patient’s satisfaction with care in a
government health facility in North East India: A cross sectional
study. 2017, Journal of Medical Society, volume 31, issue 2.
Bahadori M, Teymourzadeh E, Bagejan FF, Ravangard R,
Raadabadi M, Hosseini SM. Factors affecting the effectiveness
of quality control circles in a hospital using a combination of
fuzzy VIKOR and Grey Relational Analysis. Proceedings of
Singapore Healthcare. 2018; 27(3):180-6. https://doi.org/
Mitropoulos P, Vasileiou K, Mitropoulos I. Understanding
quality and satisfaction in public hospital services: A nationwide
inpatient survey in Greece. Journal of Retailing and Consumer
Services. 2018; 40:270-5. https://doi.org/ 10.1016/j .jretconser
Bouzid M, Cumming O, Hunter PR, what is the impact of
water sanitation and hygiene in health care facilities on care
seeking behavior and patient satisfaction? A systematic review
of evidence from low income and middle-income countries.
Journal: BMJ Global Health 2018, 3:3. https://doi.org/10.1136
Xesfingi S, Vozikis A, Patient satisfaction with the health care
system assessing the impact of socio-economic and health
care provision factors. Journal: BMC Health Service Research
Park K, Noh JW, Young DK, Kang Y, Public satisfaction with
the health care system performance in South Korea: Universal
healthcare system, Journal: Health policy, 2016, 120:6, 621-
Batbaatar E, Dorjdagva J, Luvsannyam A, Savino MM,
Amenta P. Determinants of patient satisfaction: a systematic
review. Perspectives in public health. 2017; 137(2): 89-101.
Hassali MA, Alrasheedy AA, Ab Razak BA, AL-Tamimi SK,
Saleem F, Ul Haq N, Aljadhey H. Assessment of General
Public Satisfaction with Public Healthcare Services in Kedah,
Malaysia. Journal: AMJ 2014, 7:1, 35-44. https://doi.org/
Mohamed EY, Sami W, Alotaibi A, Alfarag A, Almutairi A,
Alanzi F. Patients’ Satisfaction with Primary Health Care
Centers’ Services, Majmaah, Kingdom of Saudi of Saudi
Arabia. Journal: Int J Health Sci 2015, 9:2, 163–170.
Khattak A, Alvi MI, Yousaf MA, SZA Shah, Turial D, Akhter
S. Patient Satisfaction – A Comparison between Public &
Private Hospitals of Peshawar, Journal: International Journal
of Collaborative Research on Internal Medicine & Public
Health 2012, 4:5, 713-722. https://doi.org/10.2991/ dsahmj.
Tateke T, Woldie M, Ololo S. Determinants of patient
satisfaction with outpatient health services at public and
private hospitals in Addis Ababa, Ethiopia. Journal: Afr J Prm
Health Care Fam Med 2012, 4(1):384. https://doi.org/
Al-Neyadi HS, Abdallah S, Malik M. Measuring patient’s
satisfaction of healthcare services in the UAE hospitals: Using
SERVQUAL, International Journal of Healthcare Management,
Javed SA, Liu S, Mahmoudi A, Nawaz M. Patients’ satisfaction
and public and private sectors’ health care service quality in
Pakistan: Application of grey decision analysis approaches.
The International journal of health planning and management.
; 34(1): e168-82. https://doi.org/10.1002/hpm.2629
Stefanovska VV, Stefanovska Petkovska M. Patient satisfaction
in outpatient healthcare services at secondary level vs. tertiary
level. Srp Arh Celok Lek. 2014; https://doi.org/10.2298
Pelletier D, Green-Demers I, Collerette P, Heberer M. Modeling
the communication-satisfaction relationship in hospital patients.
SAGE Open Med. 2019; https://doi.org/10.1177/
S. Chandra P. Ward M. Mohammad nezhad Factors Associated
with Patient Satisfaction in Outpatient Department of Suva
Sub-divisional Health Center, Fiji, 2018: A Mixed Method
Study Front. Public Health, 02 July 2019. https://doi.org/
S. Saad Andaleeb, N. Siddiqui, S. Khandakar Patient
satisfaction with health services in Bangladesh Health Policy
and Planning, Volume 22, Issue 4, July 2007. https://doi.org/
A.Ghazanfe, I.N.Idress, Z.Zia, N.Muneer, S.Maryum
comparison of patient satisfaction levels in public and private
tertiary care center. Journal of the Pakistan medical association.
August 2017 volume 67 issue 8.
Mummalaneni V, Gopalakrishna P. Mediators vs. Moderators
of patient satisfaction. J Health Care Mark. 1995;15(4):16–22.
Javed SA, Ilyas F. Service quality and satisfaction in healthcare
sector of Pakistan—the patients’ expectations. International
Journal of Health Care Quality Assurance. 2018 Jul 9.
Al-Abri R, Al-Balushi A. Patient Satisfaction Survey as a tool
towards Quality Improvement. Oman Medical Journal. 2014
Jan; 29(1): 3-7. https://doi.org/10.5001/omj.2014.02
Mukhtar F, Anjum A, Bajwa MA, Shahzad S, Hamid S,
Masood Z, Mustafa R. Patient satisfaction; OPD services in
a Tertiary Care Hospital of Lahore. Professional Med J 2013;
(6): 973-980. https://doi.org/10. 29309/ tpmj/2013.
How to Cite
Copyright (c) 2022 Neelam Jawed Qureshi, Inayat Hussain Thaver, Omer Shahid, Manahil Khalid, Zuhaib Arshad, Munza Yusuf, Mashal Sarwar, Hafiz Hussain, Wara Fatima
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Journal of Bahria University Medical & Dental College is an open access journal and is licensed under CC BY-NC 4.0. which permits unrestricted non commercial use, distribution and reproduction in any medium, provided the original work is properly cited. To view a copy of this license, visit https://creativecommons.org/licenses/by-nc/4.0