Patient Satisfaction Outcomes: A Comparison between Public and Private Healthcare Services in the Twin Cities of Islamabad and Rawalpindi, Pakistan

Bano Abida
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Bano Abida: School of Economics and Management Science, Beijing University of Aeronautics and Astronautics, China

International Journal of Research and Scientific Innovation, 2024, vol. 11, issue 15, 820-836

Abstract: In contemporary healthcare, hospitals increasingly prioritize delivering quality services aligned with patient preferences and satisfaction. Patient satisfaction primarily hinges on the affordability, accessibility, and availability of services, influencing hospital selection. This study evaluates patient satisfaction across six hospitals—three public and three private—in Islamabad and Rawalpindi, using a modified Patient Satisfaction Questionnaire (PSQ) with an anticipated sample size of 250-300 patients through random sampling. The questionnaire covers seven categories: general satisfaction (GS), technical quality (TQ), interpersonal aspects (IP), communication (COM), financial aspects (FA), time spent (TS), and accessibility/availability (AA). Initial findings indicate high patient satisfaction ratings for access and availability (mean=3.03 out of 5), with interpersonal aspects ranking second highest (mean=2.66). Conversely, financial aspects and time spent received the lowest ratings (mean=1.00), highlighting areas of dissatisfaction. Technical quality and access prove significantly influential compared to other factors. Qualitative insights reveal patient recommendations to enhance medicine stocks, improve doctor and staff quality, and foster better patient-staff interactions. Addressing these areas could markedly enhance patient satisfaction. Recommendations include hospital improvements in seating, restroom cleanliness, water hygiene, time management, financial transparency, interpersonal communication, and regular satisfaction audits to refine service delivery. Enhancing these aspects aligns with patient expectations and contributes to overall satisfaction levels in healthcare settings.

Date: 2024
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