Patient Satisfaction Level and its Various Determinants in a Tertiary Care Hospital of Peshawar, Pakistan: A Cross-Sectional Study: Patient Satisfaction Level in a Tertiary Care Hospital

Muhammad Wasim; Khalid Rehman; Majid Paracha; Junaid Sarfaraz; Sahibzada Mahmood Noor

doi:10.54393/pjhs.v6i2.2689

Authors

Muhammad Wasim Department of Community Medicine, Kabir Medical College, Peshawar, Pakistan
Khalid Rehman Institute of Public Health and Social Sciences, Khyber Medical University, Peshawar, Pakistan
Majid Paracha Department of Dermatology, Lady Reading Hospital, Peshawar, Pakistan
Junaid Sarfaraz Department of Cardiac Surgery, Lady Reading Hospital, Peshawar, Pakistan
Sahibzada Mahmood Noor Department of Dermatology, Lady Reading Hospital, Peshawar, Pakistan

DOI:

https://doi.org/10.54393/pjhs.v6i2.2689

Keywords:

Patient Satisfaction, Healthcare Quality, Inpatient Care, Likert Scale

Abstract

Patient satisfaction is a surrogate metric for quality of services provided by healthcare system. Objective: To assess patient satisfaction and associated factors in a major tertiary care hospital. Methods: This cross-sectional study was conducted at the Lady Reading Hospital (LRH), Peshawar, Pakistan. All patients admitted for indoor treatment for at least 2 days were enrolled through multistage sampling technique. Patients admitted to ICU, CCU, psychiatry or oncology wards and COVID-19 positivity were excluded. Patient satisfaction level was assessed with the Patient Satisfaction Questionnaire (PSQ)-18. Likert scale was utilized to evaluate patients’ response, where the scale ranged from 1 (complete dissatisfaction) to 5 (complete satisfaction). Patients with cumulative score of ≥ 50 were classified as satisfied. Results: Of the total 384 patients enrolled, 199 (~52%) patients were older than 45 years of age, while the female to male ratio was 1.25:1. The number of satisfied patients was significantly higher than dissatisfied patients (313 vs. 71: p < 0.01). Highest number of patients were satisfied with the domain D7 (i.e., accessibility and convenience: 72%), followed by domain D6 (i.e., time spent with the doctor: 69%). A minimum number of patients were satisfied with the domain D2 (i.e., technical quality: 53%). Moreover, higher number of patients with age ≥45 years (~86%), female gender (~86%), with bachelor education (~100%) and patient admitted to medical and allied wards (~86%) expressed satisfaction. Conclusion: Overall, the study showed a high patient satisfaction at LRH, Peshawar.

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