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What Factors Affect Patient Satisfaction in Public Sector Hospitals: Evidence from an Emerging Economy

Patient satisfaction can identify specific areas of improvement in public sector hospitals. However, the Pakistani healthcare system, and quality of service delivery is rarely assessed through the perspective of patient satisfaction. Our study demonstrated the performance of public healthcare system...

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Detalles Bibliográficos
Autores principales: Hussain, Abid, Sial, Muhammad Safdar, Usman, Sardar Muhammad, Hwang, Jinsoo, Jiang, Yushi, Shafiq, Awaisra
Formato: Online Artículo Texto
Lenguaje:English
Publicado: MDPI 2019
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6466114/
https://www.ncbi.nlm.nih.gov/pubmed/30893906
http://dx.doi.org/10.3390/ijerph16060994
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author Hussain, Abid
Sial, Muhammad Safdar
Usman, Sardar Muhammad
Hwang, Jinsoo
Jiang, Yushi
Shafiq, Awaisra
author_facet Hussain, Abid
Sial, Muhammad Safdar
Usman, Sardar Muhammad
Hwang, Jinsoo
Jiang, Yushi
Shafiq, Awaisra
author_sort Hussain, Abid
collection PubMed
description Patient satisfaction can identify specific areas of improvement in public sector hospitals. However, the Pakistani healthcare system, and quality of service delivery is rarely assessed through the perspective of patient satisfaction. Our study demonstrated the performance of public healthcare systems in Pakistan by interacting with physical services (tangible and environmental), doctor–patient communication, and pharmacy and laboratory services based on patient satisfaction. Primary data were collected from the patients by using a random sampling method. Patients who participated in the study were visitors of public hospitals’ outpatient departments. A total of 554 questionnaires were circulated, and 445 were received. The confirmatory factor and multiple regression analyses were employed to analyze the collected data. The results revealed that laboratory, as well pharmacy services, had positive significant effects (p = 0.000) on patient satisfaction, while doctor–patient communication (p = 0.189) and physical facilities (p = 0.85) had an insignificant relationship with patient satisfaction. Therefore, it is suggested that a significant communication gap exists in the doctor–patient setting, and that Pakistan’s healthcare system is deprived of physical facilities. Consequently, such services need further improvements.
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spelling pubmed-64661142019-04-22 What Factors Affect Patient Satisfaction in Public Sector Hospitals: Evidence from an Emerging Economy Hussain, Abid Sial, Muhammad Safdar Usman, Sardar Muhammad Hwang, Jinsoo Jiang, Yushi Shafiq, Awaisra Int J Environ Res Public Health Article Patient satisfaction can identify specific areas of improvement in public sector hospitals. However, the Pakistani healthcare system, and quality of service delivery is rarely assessed through the perspective of patient satisfaction. Our study demonstrated the performance of public healthcare systems in Pakistan by interacting with physical services (tangible and environmental), doctor–patient communication, and pharmacy and laboratory services based on patient satisfaction. Primary data were collected from the patients by using a random sampling method. Patients who participated in the study were visitors of public hospitals’ outpatient departments. A total of 554 questionnaires were circulated, and 445 were received. The confirmatory factor and multiple regression analyses were employed to analyze the collected data. The results revealed that laboratory, as well pharmacy services, had positive significant effects (p = 0.000) on patient satisfaction, while doctor–patient communication (p = 0.189) and physical facilities (p = 0.85) had an insignificant relationship with patient satisfaction. Therefore, it is suggested that a significant communication gap exists in the doctor–patient setting, and that Pakistan’s healthcare system is deprived of physical facilities. Consequently, such services need further improvements. MDPI 2019-03-19 2019-03 /pmc/articles/PMC6466114/ /pubmed/30893906 http://dx.doi.org/10.3390/ijerph16060994 Text en © 2019 by the authors. Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (http://creativecommons.org/licenses/by/4.0/).
spellingShingle Article
Hussain, Abid
Sial, Muhammad Safdar
Usman, Sardar Muhammad
Hwang, Jinsoo
Jiang, Yushi
Shafiq, Awaisra
What Factors Affect Patient Satisfaction in Public Sector Hospitals: Evidence from an Emerging Economy
title What Factors Affect Patient Satisfaction in Public Sector Hospitals: Evidence from an Emerging Economy
title_full What Factors Affect Patient Satisfaction in Public Sector Hospitals: Evidence from an Emerging Economy
title_fullStr What Factors Affect Patient Satisfaction in Public Sector Hospitals: Evidence from an Emerging Economy
title_full_unstemmed What Factors Affect Patient Satisfaction in Public Sector Hospitals: Evidence from an Emerging Economy
title_short What Factors Affect Patient Satisfaction in Public Sector Hospitals: Evidence from an Emerging Economy
title_sort what factors affect patient satisfaction in public sector hospitals: evidence from an emerging economy
topic Article
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6466114/
https://www.ncbi.nlm.nih.gov/pubmed/30893906
http://dx.doi.org/10.3390/ijerph16060994
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