Are Patients Satisfied with Healthcare Services in Hospitals? Which Dimensions Influence it?

Abstract

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.