Patient Satisfaction with Health Care Services in Tertiary Hospitals: A Comparison of Government and Private Hospitals of Abbottabad, KPK

Abstract

In a healthcare system patients are the main users of facilities and their satisfaction with these facilities is very important factor that tells how effectively the care is being provided. Patient satisfaction is now considered an important indicator of hospital performance. For any hospital to perform well, it must understand what patients’ expectations from a healthcare system are and how they perceive quality care. Also, continuous and regular evaluation of patient satisfaction can positively affect the patient’s interaction with the healthcare system and their trust in the institution. The objective to assess patient experiences in tertiary healthcare settings, such as staff attitudes, communication, accessibility, waiting times, and general quality of care. To see differences in patient satisfaction level in government and private hospitals. Therefore, this study aims to assess patient experiences in tertiary healthcare settings, such as staff attitudes, communication, accessibility, waiting times, and general quality of care and to see differences in patient satisfaction level in government and private hospitals. Cross-sectional study was carried out over eight months (March–October 2024). A non-probability convenience sampling method was used. Based on the WHO calculator, the required sample size at a 95% confidence interval was 258. Of these, 129 participants were taken from government hospitals and 129 from private hospitals in Abbottabad. All the patients present in mentioned tertiary care setting admitted in the wards and visiting OPDs of tertiary care hospital. Patients who were not interested were excluded.  Data were processed and analyzed using SPSS version 20. The survey of 258 participants revealed mostly female 131(50.8%) with an average age of 38.5 years. 96% of private and 82% of public hospital patients appreciated the calm environment. Affordability of medications was acknowledged by 61% of private and 51% of public patients. Positive interactions with staff were reported by 97% of private and 88% of public hospital patients. Additionally, 89% of private and 80% of public patients found waiting times reasonable. Our study shows that there is significant difference in patient satisfaction level between public and private sector hospitals. As far as provision of facilities like clean environment, bathroom facilities, treatment affordability, attitude of doctors and nurses/paramedics and waiting time are concerned patient showed more satisfaction with the facilities provided in private hospital than those provided in public Hospitals as they were much better in private sectors as compared to public hospitals.