Dorji Kuenzang, Jamphel Kinga, Kelzang Jigme, Pelmo Ugyen, Nepal Hem Kumar, Zangpo Sonam, Wangdi Sonam, Galey Karma
Health Service Quality Assurance Division, Department of Health Service, Ministry of Health, Royal Government of Bhutan, Thimphu, Bhutan.
Department of Health Service, Ministry of Health, Royal Government of Bhutan, Thimphu, Bhutan.
PLoS One. 2025 Jun 2;20(6):e0312629. doi: 10.1371/journal.pone.0312629. eCollection 2025.
Patient satisfaction is crucial for evaluating healthcare quality and guiding continuous quality improvement. Globally, patient satisfaction has been extensively studied; however, there is limited research on this topic in Bhutan, where the healthcare system is in the early stages of developing a quality-oriented culture. To address this gap, we aimed to evaluate patient satisfaction levels among different socio-demographic and clinical groups and identify the predictors of patient satisfaction in Bhutan.
We conducted a retrospective analysis of patient satisfaction survey responses archived in the quality assurance unit of two tertiary healthcare centres in Bhutan: Mongar Eastern Regional Referral Hospital and Gelephu Central Regional Referral Hospital. The routine surveys, administered throughout April 2024, utilised an adapted version of the Patient Satisfaction Questionnaire-18. The data were analysed using descriptive and inferential statistics.
Our study revealed significant variations in patient satisfaction across socio-demographic and clinical groups. Ethnicity (P-value = 0.017), occupation (P-value = 0.014), and education level (P-value = 0.021) emerged as significant predictors of satisfaction. Sharchop and other ethnic groups (P-value= < 0.001); farmers, religious personnel, and other occupational groups (P-value= < 0.001); and illiterate (P-value= < 0.001) individuals exhibited significantly higher satisfaction levels. While patient type (P-value = 0.472), age (P-value = 0.553), and marital status (P-value = 0.448) influenced satisfaction levels, they did not emerge as significant predictors when considering other variables. Overall, patient satisfaction in Bhutan is 4.06 on a 5-point Likert scale. Satisfaction is highest in the financial domain, while accessibility and convenience received the lowest scores.
Overall, with a score of 4.06 on a 5-point Likert scale, patient satisfaction in Bhutan is high. However, our findings highlight the need to address socio-demographic disparities in patient satisfaction. As the Bhutanese socio-demographic landscape evolves, satisfaction levels may decline. To enhance overall satisfaction, healthcare policymakers should focus on improving accessibility and convenience. Strategies such as establishing dynamic limits on free services, exploring private sector engagement in advanced healthcare service, and strengthening the healthcare workforce are essential for sustainable and quality healthcare service delivery.
患者满意度对于评估医疗质量和指导持续质量改进至关重要。在全球范围内，患者满意度已得到广泛研究；然而，在不丹，这一主题的研究有限，该国的医疗系统正处于发展以质量为导向的文化的早期阶段。为了填补这一空白，我们旨在评估不同社会人口统计学和临床群体中的患者满意度水平，并确定不丹患者满意度的预测因素。
我们对不丹两家三级医疗中心——蒙加尔东部地区转诊医院和格勒普中央地区转诊医院质量保证部门存档的患者满意度调查回复进行了回顾性分析。2024年4月进行的常规调查采用了《患者满意度问卷-18》的改编版。数据使用描述性和推断性统计进行分析。
我们的研究揭示了不同社会人口统计学和临床群体之间患者满意度存在显著差异。种族（P值 = 0.017）、职业（P值 = 0.014）和教育水平（P值 = 0.021）成为满意度的显著预测因素。夏尔乔普族和其他族裔群体（P值 < 0.001）；农民、宗教人员和其他职业群体（P值 < 0.001）；以及文盲（P值 < 0.001）个体的满意度水平显著更高。虽然患者类型（P值 = 0.472）、年龄（P值 = 0.553）和婚姻状况（P值 = 0.448）影响满意度水平，但在考虑其他变量时，它们并未成为显著的预测因素。总体而言，不丹患者满意度在5分制李克特量表上为4.06。财务领域的满意度最高，而可及性和便利性得分最低。
总体而言，不丹患者满意度在5分制李克特量表上得分为4.06，处于较高水平。然而，我们的研究结果凸显了解决患者满意度方面社会人口统计学差异的必要性。随着不丹社会人口结构的演变，满意度水平可能会下降。为了提高总体满意度，医疗政策制定者应专注于改善可及性和便利性。诸如对免费服务设定动态限制、探索私营部门参与高级医疗服务以及加强医疗劳动力等策略对于提供可持续和高质量的医疗服务至关重要。
