School of Public Affairs, Zijingang Campus, Zhejiang University, Hangzhou 310058, China.
Department of Management Sciences, COMSATS University, Islamabad 44000, Pakistan.
Int J Environ Res Public Health. 2019 Mar 19;16(6):994. doi: 10.3390/ijerph16060994.
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 ( = 0.000) on patient satisfaction, while doctor⁻patient communication ( = 0.189) and physical facilities ( = 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.
患者满意度可以确定公共部门医院需要改进的具体领域。然而，巴基斯坦的医疗保健系统和服务质量很少从患者满意度的角度进行评估。我们的研究通过与物理服务（有形和环境）、医患沟通以及药房和实验室服务的互动，展示了巴基斯坦公共医疗保健系统的绩效，这些服务是基于患者满意度的。主要数据是通过随机抽样法从患者那里收集的。参与研究的患者是公立医院门诊部的访客。共发放了 554 份问卷，收到了 445 份。采用验证性因子和多元回归分析来分析收集的数据。结果表明，实验室和药房服务对患者满意度有积极的显著影响（ = 0.000），而医患沟通（ = 0.189）和物理设施（ = 0.85）与患者满意度没有显著关系。因此，建议在医患环境中存在显著的沟通差距，并且巴基斯坦的医疗保健系统缺乏物理设施。因此，这些服务需要进一步改进。
