Assessment of Patients’ Satisfaction in Public Hospitals of Lahore: Comparative Insights from HCAHPS-Based Survey Patient Satisfaction in Lahore Hospitals
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Abstract
Background: Patient satisfaction is a pivotal indicator of healthcare quality and a critical element in healthcare assessments globally.
Objective: This study aims to evaluate the quality of patient care in Lahore's public tertiary care hospitals using the HCAHPS survey to identify areas requiring improvement and to align with international healthcare standards.
Methods: A cross-sectional study was conducted from November 2023 to April 2024, involving 1,044 patients from four major public tertiary care hospitals in Lahore. Patients aged 18 and older from general medicine, surgery, and orthopedics departments were included, while those with psychiatric conditions, under 18, or in emergency care were excluded. Data were collected using the HCAHPS questionnaire, analyzing communication with healthcare providers, responsiveness, and environment cleanliness. Statistical analysis was performed using SPSS version 25.
Results: The study revealed significant disparities in patient satisfaction, with 59.4% of patients at Jinnah Hospital reporting that nurses sometimes treated them with respect, and 50% not receiving timely help. Services Hospital performed slightly better, particularly in doctor-patient communication, with 62.5% of interactions rated as usually respectful.
Conclusion: The results indicate critical areas for improvement, particularly in nurse-patient communication and responsiveness. Enhancing training and standardizing care protocols are essential for improving patient satisfaction and healthcare quality in Lahore.
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