Exploring patients' satisfaction with quality healthcare service in public hospitals: An integrated review

Nkhensani Florence Mabunda
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Nkhensani Florence Mabunda: Sefako Makgatho Health Science University

International Journal of Research in Business and Social Science (2147-4478), 2026, vol. 15, issue 2, 357-367

Abstract: Patient satisfaction is an important indicator used to assess the quality and effectiveness of healthcare systems. This is especially significant for public hospitals that serve large communities by providing primary care services. High levels of patient satisfaction typically reflect positively on the quality of healthcare services offered by these institutions. This paper aims to integrate a review that combines various research methods to provide a comprehensive view of patient satisfaction with healthcare quality in state-operated hospitals. A comprehensive search was carried out using electronic databases like PubMed, CINAHL, PsycINFO, and Google Scholar to compile and synthesise studies from 2015 to 2025. The PRISMA flowchart was utilized to refine the screening process for relevance and potential inclusion. Main findings of the study demonstrate that (i) the factors determining patient satisfaction include the physical, human, and systemic aspects of healthcare delivery that affect patients' experiences; (ii)factors related to the process impacting patient satisfaction include the method of care delivery and the quality of interactions between healthcare professionals and patients; and (iii) outcomes and perceptions centered around the patient reflect the outcomes of care and the way patients view the efficacy and equity of the healthcare system. Patient satisfaction serves as a multifaceted measure of the quality of healthcare services provided in public hospitals. To enhance satisfaction and health outcomes, public health systems ought to prioritize patient-centered strategies, allocate resources towards infrastructure and human capital, and develop avenues for patient feedback. These initiatives will augment satisfaction, trust, equity, and the overall efficacy of public healthcare. Key Words: patients; satisfaction; public hospitals; quality of healthcare; patient-centered care; integrative review

Date: 2026
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