Patient Satisfaction Levels and Determinants among Inpatients in Tertiary Hospitals in Hayatabad, Peshawar: Patient Satisfaction Levels and Determinants among Inpatients

Zaka Ullah; Muhammad Asad Barki; Muhammad Wisal Abid; Haseeb Ullah Kakar; Abbas Khan; Sultan Zeb; Salman Zahir

doi:10.54393/pjhs.v7i3.3554

Authors

Zaka Ullah Department of Forensic Medicine, Northwest School of Medicine, Peshawar, Pakistan
Muhammad Asad Barki Department of Medicine and Surgery, Northwest School of Medicine, Peshawar, Pakistan
Muhammad Wisal Abid Department of Medicine and Surgery, Northwest School of Medicine, Peshawar, Pakistan
Haseeb Ullah Kakar Department of Medicine and Surgery, Northwest School of Medicine, Peshawar, Pakistan
Abbas Khan Department of Medicine and Surgery, Northwest School of Medicine, Peshawar, Pakistan
Sultan Zeb Department of Anatomy, Northwest School of Medicine, Peshawar, Pakistan
Salman Zahir Department of Pharmacology and Therapeutics, Northwest School of Medicine, Peshawar, Pakistan

DOI:

https://doi.org/10.54393/pjhs.v7i3.3554

Keywords:

Patient Satisfaction, Patient Safety, Healthcare Quality, Cleanliness, Efficiency

Abstract

Quality of healthcare is assessed by patient satisfaction, which is a very important factor. There has been very little research on the reasons for inpatient satisfaction referring to tertiary healthcare centers in Peshawar, Pakistan. Objectives: To find out the factors and levels of inpatient satisfaction in tertiary healthcare setups in Hayatabad, Peshawar. Methods: A cross-sectional comparative study was done in Hayatabad, Peshawar, from March to August 2025. Three public hospitals and three private hospitals were selected for this purpose. A convenience sample of 664 adults was collected through the proportionate method of sampling. Data analysis was performed with SPSS version 25.0. Results: Overall, patient satisfaction was low – only approximately 13.9% of patients reported being satisfied. Patients who received services in private hospitals had a higher satisfaction level (16.9%) compared to patients who were treated in public hospitals (12.0%) (p=0.05). Patient satisfaction also had a positive relationship with socioeconomic status, with a higher number of middle-class patients being satisfied (30.4%) (p=0.001). Patients’ ratings for cleanliness in private hospitals were higher (p=0.045). Education, occupation, and place of residence were significant indicators of patients’ ratings of quality, efficiency, and cost (p<0.05). Conclusions: Patient satisfaction levels among tertiary hospitals in Hayatabad, Peshawar is low; therefore, these centers need to improve affordability, cleanliness, and the efficiency of service delivery for patient satisfaction and patient-centered services.

References

Ali J, Jusoh A, Idris N, Nor KM. Healthcare Service Quality and Patient Satisfaction: A Conceptual Framework. International Journal of Quality and Reliability Management. 2024 Jan; 41(2): 608-27. doi: 10.1108/IJQRM-04-2022-0136.

Säfström E, Årestedt K, Liljeroos M, Nordgren L, Jaarsma T, Strömberg A. Associations between Continuity of Care, Perceived Control and Self‐Care and Their Impact on Health‐Related Quality of Life and Hospital Readmission—A Structural Equation Model. Journal of Advanced Nursing. 2023 Jun; 79(6): 2305-15. doi: 10.1111/jan.15581.

Ali SA and Rais RB. Pakistan’s Health-Care System: A Case of Elite Capture. South Asia: Journal of South Asian Studies. 2021 Nov; 44(6): 1206-28. doi: 10.1080/00856401.2021.1980840.

Talias MA. Assessment of Patients' Satisfaction with Care Provided in Public and Private Hospitals of the Republic of Cyprus: A Comparative Study. International Journal of Caring Sciences. 2018 Jan; 11(1): 125.

Nguyen NX, Tran K, Nguyen TA. Impact of Service Quality on In-Patients’ Satisfaction, Perceived Value, and Customer Loyalty: A Mixed-Methods Study from a Developing Country. Patient Preference and Adherence. 2021 Nov: 2523-38. doi: 10.2147/PPA.S333586.

Strong J, Lattof SR, Maliqi B, Yaqub N. Experiences of Private Sector Quality Care Amongst Mothers, Newborns, and Children in Low-and Middle-Income Countries: A Systematic Review. BMC Health Services Research. 2021 Dec; 21(1): 1311. doi: 10.1186/s12913-021-06905-3.

Momtaz P, Noaeen M, Samsel K, Seeman N, Cribb R, Ahmed SI et al. From Patient Voices to Policy: Data Analytics Reveals Patterns in Ontario’s Hospital Feedback. medRxiv. 2025 Jan: 2025-01. doi: 10.1101/2025.01.06.25320076.

Gavurova B, Dvorsky J, Popesko B. Patient Satisfaction Determinants of Inpatient Healthcare. International Journal of Environmental Research and Public Health. 2021 Oct; 18(21): 11337. doi: 10.3390/ijerph182111337.

Ferreira DC, Vieira I, Pedro MI, Caldas P, Varela M. Patient Satisfaction with Healthcare Services and the Techniques Used for Its Assessment: A Systematic Literature Review and A Bibliometric Analysis. In Healthcare. 2023 Feb; 11(5): 639. doi: 10.3390/healthcare11050639.

Khattak A, Alvi MI, Yousaf MA, Shah SZ, Turial D, Akhter S. Patient Satisfaction–A Comparison Between Public and Private Hospitals of Peshawar. International Journal of Collaborative Research on Internal Medicine and Public Health. 2012; 4(5): 713-22.

Jan MU, Hassan Z, Khan MS, Ullah R, Siraj A. Comparison of Patient Satisfaction Level and its Various Determinants in Public and Private Hospitals in Peshawar. Dr. Sulaiman Al Habib Medical Journal. 2020 Dec; 2(4): 167-73. doi: 10.2991/dsahmj.k.200903.001.

Javed SA, Liu S, Mahmoudi A, Nawaz M. Patients' Satisfaction and Public and Private Sectors' Health Care Service Quality in Pakistan: Application of Grey Decision Analysis Approaches. The International Journal of Health Planning and Management. 2019 Jan; 34(1): e168-82. doi: 10.1002/hpm.2629.

Hussain M, Rehman R, Ikramuddin Z, Asad N, Farooq A. Inpatient Satisfaction at Different Public Sector Hospitals of a Metropolitan City in Pakistan: A Comparative Cross-Sectional Study. Hospital Practice. 2018 Mar; 46(2): 88-96. doi: 10.1080/21548331.2018.1427410.

Adongo AA, Azumah FD, Nachinaab JO. A Comparative Study of Quality of Health Care Services of Public and Private Hospitals in Ghana. Journal of Public Health. 2022 Jul; 30(7): 1809-15. doi: 10.1007/s10389-021-01479-0.

Begum F, Said J, Hossain SZ, Ali MA. Patient Satisfaction Level and Its Determinants After Admission in Public and Private Tertiary Care Hospitals in Bangladesh. Frontiers in Health Services. 2022 Sep; 2: 952221. doi: 10.3389/frhs.2022.952221.

Shaikh MI and Sarkar A. A Comparison of Patients’ Satisfaction Treated at Public and Private Healthcare Institutions Under the Health Scheme Using the Healthqual Model. Journal of Integrative Medicine and Public Health. 2023 Jul; 2(2): 75-81. doi: 10.4103/JIMPH.JIMPH_22_23.

Ozam TS, Garnan AA, Alqahtani NM. Patients’ Satisfaction with Healthcare Services at Private and Public Hospitals in Aseer Region. Journal of Pharmaceutical Research International. 2022 Feb; 34(13B): 36-66. doi: 10.9734/jpri/2022/v34i13B35580.

Dinsa K, Gelana Deressa B, Beyene Salgedo W. Comparison of Patients’ Satisfaction Levels Toward Nursing Care in Public and Private Hospitals, Jimma, Ethiopia. Nursing: Research and Reviews. 2022 Jan: 177-89. doi: 10.2147/NRR.S380630.

Liu M, Hu L, Guo R, Wang H, Cao M, Chen X et al. The Influence of Patient and Hospital Characteristics on Inpatient Satisfaction at Beijing District-Level Hospitals. Patient Preference and Adherence. 2021 Jun: 1451-60. doi: 10.2147/PPA.S314910.

Tandika EL. Patients’ Perceptions of Quality Health Services Delivery in Tanzania: Engendering Gaps for Policy Action. Journal of Healthcare Administration. 2023 Dec; 2(2): 161-75. doi: 10.33546/joha.2948.

Laishram J, Singh KS, Homendro I, Huyam Y, Akoijam BS. Inpatient Satisfaction Survey of a Tertiary Hospital in Imphal West, Manipur based on National Quality Assurance Guidelines (NQAS): A Cross-Sectional Study. Indian Journal of Public Health Research and Development. 2024 Jul; 15(3). doi: 10.37506/5nx8wb15.

Shekhawat S, Garg S, Jain D, Sharma U. Inpatient Satisfaction Level Survey at a Tertiary Care Hospital. International Journal of Research in Medical Sciences. 2017 Jan; 5(1): 240-244. doi: 10.18203/2320-6012.ijrms20164557.

Friedel AL, Siegel S, Kirstein CF, Gerigk M, Bingel U, Diehl A et al. Measuring Patient Experience and Patient Satisfaction—How Are We Doing It and Why Does It Matter? A Comparison of European and US American approaches. In Healthcare. 2023 Mar; 11(6): 797. doi: 10.3390/healthcare11060797.

Vogus TJ, Gallan A, Rathert C, El-Manstrly D, Strong A. Whose Experience Is It Anyway? Toward A Constructive Engagement of Tensions in Patient-Centered Health Care. Journal of Service Management. 2020 Nov; 31(5): 979-1013. doi: 10.1108/JOSM-04-2020-0095.