What Factors Affect Patient Satisfaction in Public Sector Hospitals: Evidence from an Emerging Economy

Abstract

Patient satisfaction can identify specific areas of improvement in public sector hospitals. However, the Pakistani healthcare system, and quality of service delivery is rarely assessed through the perspective of patient satisfaction. Our study demonstrated the performance of public healthcare systems in Pakistan by interacting with physical services (tangible and environmental), doctor–patient communication, and pharmacy and laboratory services based on patient satisfaction. Primary data were collected from the patients by using a random sampling method. Patients who participated in the study were visitors of public hospitals’ outpatient departments. A total of 554 questionnaires were circulated, and 445 were received. The confirmatory factor and multiple regression analyses were employed to analyze the collected data. The results revealed that laboratory, as well pharmacy services, had positive significant effects (p = 0.000) on patient satisfaction, while doctor–patient communication (p = 0.189) and physical facilities (p = 0.85) had an insignificant relationship with patient satisfaction. Therefore, it is suggested that a significant communication gap exists in the doctor–patient setting, and that Pakistan’s healthcare system is deprived of physical facilities. Consequently, such services need further improvements.

Improving People’s Self-Reported Experience with the Health Services: The Role of Non-Clinical Factors

“…However, the potential effects of non-clinical factors on overall satisfaction have not yet been analysed [23]. Likewise, from the international point of view, studies taking into account non-clinical factors have mainly focused on analysing the influence of these factors on patients' satisfaction with a health service [24][25][26].…”

The Effects of Performance of Public Sector Health System on Quality of Life in China: Evidence from the CGSS2015

“…The Performance of Public Sector Health System. Drawing from Zineldin [42] and Hussain [43], we used both objective and subjective methods to measure the independent variable in this paper. The subjective measure consists of two general questions: (1) "Overall, to what extent are you satisfied with the governments' performance in providing health care for patients?"…”

Satisfaction with nursing care and its related factors in patient with COVID-19

“…Besides, quality and safety of care and patients' satisfaction with the hospital environment require management's support for nursing care, good nurse-physician relationship, nurses' participation in decision-making, and priority of quality care from the nurses' viewpoint [12]. Patient satisfaction measurement is a complicated and multifaceted phenomenon, including, among many, relationships with medical personnel, physical environment, and speci cation of health care organization [13].…”