Neelam Jawed Qureshi, Inayat Hussain Thaver, Omer Shahid, Manahil Khalid, Zuhaib Arshad, Munza Yusuf, Mashal Sarwar, Hafiz Hussain, Wara Fatima.
Are patients Satisfied with Healthcare services in Hospitals? Which Dimensions Influence it?.
J Bahria Uni Med Dental Coll Jan ;12(2):100-5.

Objectives: To determine the patient satisfaction with health care services provided in hospitals, disregard of whether private or public. Methodology: A cross-sectional online survey was conducted from January to October 2020 who had utilized health services from private or public hospitals. A questionnaire was used for assessing the satisfaction in various dimensions; Likert scales were used for quantifying the level of satisfaction. A formal approval of ERC from the parent institution and informed consent was sought. The sample size was 384 keeping the expected satisfaction at 50%; non-probability sampling was done. Multiple variables were used to assess patient satisfaction. They were grouped into four thematic areas, and a mean score was given to each. Results: The mean age of participants was 25.19 +- 6.99. More than half of the participants (59.9%) visited a private hospital compared to only 27% visiting a government hospital. Overall, 257 (88.9%) participants were satisfied with their previous visit. The satisfaction levels varied with various dimensions; with quality of doctor 73.2%; the environment and basic facilities 76.8%; the process of seeking care - 57.4%; and with medicine and diagnostic facilities 67.4%.Conclusion: Three-quarters of the study population were satisfied with their last hospital visit. The perceived quality of doctors, the ambiance and hospitals' general facilities make a difference in patients' satisfaction. The follow-up visits and compliance with the treatment are influenced by how satisfied one is with the last visit. Keywords: Patient's Satisfaction, health care delivery, public & private hospitals

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