PATIENT SATISFACTION WITH DIAGNOSTIC SERVICES OF A PUBLIC SECTOR TERTIARY CARE HOSPITAL IN A DEVELOPING COUNTRY: A CROSS-SECTIONAL STUDY USING SERVQUAL® QUESTIONNAIRE
DOI:
https://doi.org/10.59058/f6bd0v39Keywords:
Keywords:DiagnosticServices, health service delivery,SERVQUAL®questionnaire.HealthCareUtilization, Healthcare Service, pathology service.Abstract
Background & Objectives: Patient satisfaction is a multidimensional concept that consists of client's
perceived needs, their expectations and experience of a health care system. This study aimed to assess patient
satisfaction with pathology and radiology services at a public tertiary care hospital in a Pakistani
metropolitan city.
Methods: From August to December 2023, we conducted exit interviews with 434 randomly selected adult
patients at a 1700-bed teaching hospital in Lahore. Using the SERVQUAL® questionnaire, we assessed
client satisfaction and service quality across accessibility, affordability, reliability, responsiveness, and
assurance.Analysisinvolved descriptive statistics, patientsatisfaction scoring, and examining socio-demographic
factors with multiple logistic regression.
Results: Out of 248 pathology clients, 74 (29.8%) were aged 35-44 years and 127 (51.2%) were female. Of
186 radiology clients, 63 (33.8%) were aged 45 or older and 137 (73.7%) were male. Overall, 59% clients
using pathology and 53% clients using radiology services were satisfied with more females (75%;p=<0.001)
were satisfied from radiology service. Only one-third of clients were satisfied with problem resolution and
the availability of a helpline. Higher likelihood of satisfaction from radiology services was found for
affordability (OR: 1.53; 95% CI: 1.12-2.87, p=0.001) and accessibility (OR: 1.81; 95% CI: 1.05-2.13,
p=0.01) service domains, whereas for pathology service, accessibility and level of education were significant
domains of satisfaction.
Conclusions: Asignificant proportion of clients at a teaching hospital in a developing country were dissatisfied
with pathology and radiology services. Key predictors of satisfaction included education level, area of
residence, responsiveness, accessibility, and affordability.
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