Farooq Ayesha, Khaliq Muhammad Azeem, Toor Muhammad Aftab, Amjad Aminah, Khalid Wakar, Butt Farooq
Internal Medicine, Combined Military Hospital, Lahore Medical College, National University of Medical Sciences, Lahore, PAK.
House Officer, Combined Military Hospital, Lahore Medical College, National University of Medical Sciences, Lahore, PAK.
Cureus. 2020 Aug 31;12(8):e10174. doi: 10.7759/cureus.10174.
In recent times, the assessment of patient satisfaction has become an essential tool for measuring the effectiveness of healthcare delivery. However, not a lot of work has been done in Pakistan, even less so in comparing it across different hospital systems in the country. This research aims to fill that gap and be the first to compare satisfaction levels in a military and public hospital.
To assess patient satisfaction in different hospital systems of Pakistan and compare their outcomes.
A cross-sectional study was undertaken between October 2019 and April 2020 among 376 patients; 193 from Combined Military Hospital, Lahore (CMH) and 183 from Jinnah Hospital, Lahore. The questionnaire used for the study was the Short-Form Patient Satisfaction Questionnaire - 18, and convenience sampling was used to select participants. Data was entered and analysed on Statistical Product and Service Solutions (SPSS) version 21 (IBM Corp., Armonk, NY).
The majority of participants were male (71.2%), entitled to free healthcare (58.4%), and employed (59.7%). It was found that CMH Lahore scored better in all seven domains of patient satisfaction (p<0.03 individually), with significant differences in six: general satisfaction, interpersonal manner, communication, financial aspects, time spent with the doctors, and accessibility and convenience. Overall, waiting times and entitlement to free healthcare were established to be major determinants of satisfaction, with CMH having shorter waiting times and providing free treatment to a larger number of patients. The mode waiting time in CMH was 1 - 15 minutes (44.9%) as compared to 15 - 30 minutes (50.9%) in Jinnah Hospital. Additionally, 78.2% of patients were entitled to free healthcare in CMH, compared to 35.5% in Jinnah Hospital. Conclusion: Patient satisfaction was found to be significantly better in CMH in six out of seven domains studied. Further work needs to be done in its assessment, as well as in its role in healthcare policies.
近年来，患者满意度评估已成为衡量医疗服务有效性的重要工具。然而，巴基斯坦在这方面的工作做得并不多，在比较该国不同医院系统的满意度方面更是如此。本研究旨在填补这一空白，并率先比较军队医院和公立医院的满意度水平。
评估巴基斯坦不同医院系统的患者满意度并比较其结果。
2019年10月至2020年4月对376名患者进行了横断面研究；其中193名来自拉合尔联合军事医院（CMH），183名来自拉合尔真纳医院。本研究使用的问卷是简短患者满意度问卷-18，采用便利抽样法选择参与者。数据录入并使用统计产品与服务解决方案（SPSS）21版（IBM公司，纽约州阿蒙克）进行分析。
大多数参与者为男性（71.2%），享有免费医疗（58.4%），且有工作（59.7%）。结果发现，拉合尔CMH在患者满意度的所有七个领域得分更高（各领域p<0.03）；在六个领域存在显著差异：总体满意度、人际态度、沟通、财务方面、与医生相处的时间以及可及性和便利性。总体而言，等待时间和免费医疗资格被确定为满意度的主要决定因素，CMH的等待时间更短，为更多患者提供免费治疗。CMH的平均等待时间为1 - 15分钟（44.9%），而真纳医院为15 - 30分钟（50.9%）。此外，CMH有78.2%的患者享有免费医疗资格，而真纳医院为35.5%。结论：在所研究的七个领域中的六个领域，CMH的患者满意度明显更高。在其评估以及在医疗政策中的作用方面，仍需进一步开展工作。
