DYNAMICS IMPACTING PATIENT SATISFACTION BY

HEALTH CARE SERVICES. A REVIEW OF LAHORE, PUNJAB

PUBLIC SECTOR HOSPITALS, PAKISTAN
1
Ali Adnan Joiya, AliZeshanJoiya

Abstract
Background:
Appropriate and improved strategies for quality assurance in the Punjab Public sector hospitals,
Pakistan can be evolved with the appropriate understanding of factors influencing quality of medical
service.Patient satisfaction is itselfa critical controversy for the healthcare professionals/Government.
Patient satisfaction is a complicated attitude because a horde of variables have been pinpointed as its
interpreters. However, the study is aimedto ascertain thefactors affecting the quality Healthcare
servicesproviders withinLahore Public Sector Hospitals, Punjab, Pakistan.

Objective of the Study:

The study was conducted chastely in the public interest and in order to facilitate the Govt. of Punjab,
Pakistan to deal with its maximum potential to bring about ultimate satisfaction level of the
patientswith a foremostobjective of providing fairly, attainable and effective healthcare services.
The study was conducted
 To analyze factors impacting patient satisfaction in Public sector hospitals
 To rank the most important factors affecting patient satisfaction
 To evaluate the necessary steps taken by the hospital administrators for patient satisfaction.

Research Approach:
This study identified the most important factors affecting the patient satisfaction in the public sector
hospitals. Surveys and interview were conducted from the 100 patients in order to come out with primary
data. Further an appropriate structure questionnaire was excerpted from the available literature and
expert opinion relating to the patients satisfaction from healthcare professionals.The questionnaire data
was then interpreted through SPSS-20.

Conclusion:
The study ascertained the 30 most important factors resulting in poor level of patient satisfaction. Results
identified that majority of the factors out of 30 factors lie in Medium and highSeverity zone (with a rating
between 3.4 to 4.2 out of total 5). These factors also require foremost attention by the Government. After
pointing out the 30factors and their severity level, the study revealed the top 12 most important factors on
the basis of Impact Factor and Relative Importance Index.

Limitations:
The study is bordered to Lahore, Punjab Public sector Hospitals, Pakistan.

Importance and Contribution:

The quality of health care services is directly linked with the satisfaction level of the patients, as the
quality increase the level of patient satisfaction becomes higher. The foremost objective and purpose of
this study is to facilitate the Govt., people, especially patients and healthcare service provider with
plentiful information to find out the fundamentals standards of quality improvement, and to deliver a
starting point for the developments in quality level that has better influence on the patient satisfaction.

KEY WORDS: Patient satisfaction and Health care institutions.

1. Introduction

Level of healthcare resources mentionthe healthcare quality. The foremost concern of healthcare

institutions is to deliver the high quality medical facilities to all patients equally. Healthcare

quality is defined as the best care received for disease; the all-inclusive it also covers

thecomplete experience of given healthcare facilities except of errors or mistakes. Quality

proceduresfacilitate us to differentiate the level of actual performance against benchmark.

Quality shows satisfaction of patients, while satisfaction of patient’s level rely on numerous

factors like, food, staffbehavior, techniques, strikes,diagnostic facilities, and admission

procedure.

In the Eastern Mediterranean region of World Health Organization (WHO),Islamic republic of

Pakistan liesit is the sixth largest nation of the world on the population basis. Within Pakistan,

provision of clothing, shelter, education and Health facilitiesis a primary responsibility as

Pakistan is a welfare state. As per Alma Ata declaration (AAD) in 1978, govt. of Pakistan was

founded an wide-ranging network of basic health facilities to enhanced the convenience of the

population’s primary healthcare services with a main objective of delivering operative,

rightfully, and available

Healthcare services at a reasonable cost. Various reasons are impacting the patient satisfaction

level and causing disappointment from the govt. provided healthcare facilities such as non-

availability of staff, shortage of indispensable medicine and other equipments are major factors

resulting in low satisfaction level. Although, due to various significant reasons of

underutilization of health facilities provided by the Govt. hospitals, the most important aspect of

patient satisfaction has not been explored to better extent in Pakistan. Patient satisfaction is not a

new conception but there is no such disposition of incorporation of the patient’s satisfaction

delivery services as per the expectancy of patients. Hence there is no appropriate literature
accessible that shows the decreased patient satisfaction with respect to govt. provided healthcare

facilities across all income quintiles (from low to high socioeconomic status). Numerous studies

are conducted in Pakistan regarding outpatients, indoor-patients and emergency healthcare

services to determine the patient satisfaction. Various studies have been conducted in the country

to explore variable level regarding patient satisfaction with the healthcare service providers.

Pakistan is a signatory of the Millennium Declaration which obligates it to achieve the

Millennium Development Goals (MDGs). MDGs basically signifies a convention of the world

leaders to effort in order to resolve the starvation, sickness (disease) and degradation of the

environment. Health sector is one of the most significant development goal of the MDGs and

three are directly related with the health sector. Numerous conducted studies shows that most of

the countries will not get closer to the MDG targets without sound policy creativities. In

Pakistan, primary health issues are associate with other problems.Progress of Pakistan has been

impeded by the current political and economic scenario towards the MDGs that relates to health

sector. Sluggish growth of economy, energy crises, humanitarian disasters, flooding, terrorism

and military operations harshly blocked the efforts made by Govt. to come out with the MDGs

and it is also becoming hard to fulfill them.

The Punjab government has allocated an estimated Rs. 121.80 billion for the health budget along

with an additional Rs. 2 billion so as to achieve the MDG’s. Moreover, Rs 600 million have been

earmarkedto grant the for dialysis related facilities, Rs 8.25 billion to offer the treatment without

any cost for the poor patients in public sector hospitals across the province and Rs.47.44 billion

will be budgeted to be spent for the provision of advanced facilities to patients andup-gradation

of healthcare institutions during current financial year. After understanding the whole scenario,

Punjab govt. has taken the inventiveness to initiate the Health Sector Reforms Program (HSRP).
This inventiveness will be a stepping stone towards achieving the Millennium Development

Goals by 2015.

2. Review of Literature

In 2014, Mosadeghrad concluded the undeviating consequences for the providers of healthcare

facilities. They are fortified to administerhealthcarequality on regular basis and to also get started

uninterrupted quality development programs tosustainpatient satisfaction level. Conclusions are

of great significance for policy makers.

Dhyana (2015) argued enlighten the significance of healthcare service provider’s quality extents,

the study concludes with the results that“physical services” is of the foremost significance within

health sector, followed by behavior of staff and admission process from patientviewpoint. The

level of understanding on healthcare quality by the experienced staff differs with most educated

and highly experienced staff having “more knowledge” on healthcare quality. Quality

development creativities i.e,organizational mission statement in respect of quality promise, re-

engineering and reforming (redesigning) in health sector regularly, fixation and implementation

of bench marking within the health institution and monitoring of management to

identifyforemost issues relating to quality enable the healthcare authorities to provide the better

quality.

Choi et al. (2005) determinedwith the findings that healthcare service quality is linked with

patient satisfaction level, loyalty (Boshoff and Gray, 2004) and profitability and productivity of

organization (Alexander et al. 2006).

Quality healthcare is itself a complex, subjective andmulti-dimensional concept. Mosadeghrad

(2013) concluded that healthcare quality is “providing the right healthcare services in a right way

in the rightplace at the right time by the right provider to theright individual for the right price to

get the right results”. He ascertained a totality of 182 healthcare quality attributes comprising of
700 healthcare professionals and stakeholders includingpatients, executives, health providersby

using the pluralistic assessment and grouped them comprising of 5 (five) categories:

environment,efficacy, effectiveness, efficiency and empathy. Quality healthcare attributes

includes such as appropriateness,competency, timeliness, reliability,

privacy,affordability,continuity, equity,availability, accuracy, accessibility, acceptability,

confidentiality,attentiveness, caring, responsiveness,accountability, reliability, completeness

andfacilities(Mosadeghrad, 2012).

As reported by Ahmad et al. (2011) Patient satisfaction is a severe issue for the providers of

healthcare services. Larsson (2010) explored the basic relationship of patient satisfaction and

healthcare quality awareness.

According to Chassin (2010) national accountability clearinghouse is a common place to

quantity quality of health care and by using said measurements to boost the enhancement of raise

transparency and health services.

Brooks-Carthonetet al. (2011) found that nurses evaluate quality measures and patient

satisfaction. Mckinley (2001) has studies about factors depending on satisfaction and found

Patients’ relationship between received quality of healthcare services and prospect. Andaleeb et

al. (2007) concluded in his study that greater the responsiveness, Assurance, and tangibility of

health care providers will satisfy to patients at the greater level.

Soleimanpour et al (2011) reported that a patient Satisfaction is a major health problem now. In

the Emergency department (ED), the role of gatekeeper is considered the treatment of the patient.

Emergency department should have to provide quality service to attain customer’s satisfaction.

For monitoring and evaluating healthcare quality is fundamental (Joseph and Nichols 2007). In

the competitive industry of healthcare attitude of patient and act of response is an important issue
and it depends upon the hospital’s brand image. Study is also suggesting that loyalty a positive

hospital’s brand image is depending on it brand image.

According to Hansen et al. (2008) explored that perceived quality of customer is on the

development side and staff presentation of health is however hard work. According to Drapper et

al. (2001) has obtained consumers views, influencing health care quality. Iliyasu et al. (2010)

stated that the Surveys of total quality management have become common place in the

development area.

According to Umar et al. (2011) wait to see the amount of time a patient is facing, which would

affect the utilization of medical services. The performance of health care facilities can evaluate

patient satisfaction. Medical facilities and hospitals to reduce waiting time administrators, human

resource, logistics and other internal procedures, are needed to solve gaps, to ensure effective

health care delivery system.

Norton et al. (2010) reported that internationally nurses are in short supply and local people face

problem of language of nursing staff, because nurses cannot speak their language. Therefore

assistance is required for translation. According to Chaker and Al-Azzab (2011) for the result of

the patient satisfaction the conversation effort in the hospital should be strong and to increase

satisfaction level of future. As reported by Aniza (2011) the patients’ satisfaction has become

increasingly important as patients with both medical cost and health services quality.

Andaleeb (2000) found that customers informed healthcare selections depends upon the

evaluation; it’s a poor rating that hospital improves the quality of ranking. As reported by

Mekoth et al. (2011) quality of service is an important element in marketing the services.

Structure of the service varies from service to service standards and it is concerned with patient’s

satisfaction and loyalty, like, the role of procedure that produce results.
According to Rezaei et al. (2011) the effect of dose not impact on client satisfaction and client

personality. Bleich et al. (2009) reported that Satisfaction of people with the health-care system,

not the patient care experience, rather than depend on external factors to the health care system.

Goldstein et al. (2000) reported that the Patients are satisfied with the services provider is likely

to maintain loyalty. According to Lin (2009) doctors need to increase consultation with the

patient.

Olivia et al. (2006) stated that food services are the most significant impact of patient

satisfaction. Overtveit (1999) reported that methods and ideas to help to health care professionals

and leaders working to improve system of care. (Wysong and Driver 2011).

3. Methodology

The present survey was a descriptive study, aimed tocollect data regarding patient satisfaction in

the Public health sector Punjab, Pakistan.The methodology is described as follow

1. Selection of Factors:

Factors affecting were selected on the basis of a thorough literature review and expert

opinions, numerous factors affecting patient satisfaction were identified in the Public

health sector Punjab, Pakistan scenario. A totality of thirty (30) factors(Table 1) were

selected to form survey questionnaire.

2. Research Design:Research design adopted was quantitative research approach in which

Quantitative surveys are designed to obtain information (Rossi et al. 1983). In such

surveys, information level about the population gathered through sampling method (Rea

and Parker 2012). Data was clustered using Survey (Ramboll 2014).

3. Data Collection:The approach for data collection was primarily and it was done through

field survey.
4. Structure of Questionnaire:Questionnaire was divided into two parts A and B.Part A

was comprising of personal information like Age, Organization, Salary Range, Contact #,

Gender and Address. Part B was designed to acquire the relevant information regarding

patient satisfaction.

5. Sample Size: Survey was drained with the help of personal interviews,questionnaires

were filled according to the likert scale. Respondents filled the survey as per their feeings

and experience got during their treatment. One hundred (100) patients of Public sector

hospitals in Lahorewere approached for these surveys out of which 90 respondents filled

the questionnaire sues fully.

6. Identification of Factors:Factors affecting patient satisfaction were pointed out in the

light of literature review and expert opinions from the healthcare professionals. In this

study literature review from both developed and developing countries have been studied.

The finalized factors affecting patient satisfaction are shown below in Table 1. A totality

of 30 factors are selected in order to come out with this study.

Table 1: Factors affecting patient satisfaction

Sr.# Factor ID Factor
1 PSF1 Frequent Paramedical Strikes
2 PSF2 Food
3 PSF3 In-sufficient/In-efficient Emergency Services
4 PSF4 User Friendly Systems
5 PSF5 Relevant Staff availability
6 PSF6 Prejudice dispersal of Locally purchased
medicine
7 PSF7 Response to complaints
8 PSF8 Behavior of Staff
9 PSF9 Procedural information
10 PSF10 Slow/Length of Treatment
11 PSF11 Political Influence
12 PSF12 Protocols
13 PSF13 Online patient facilitation system
14 PSF14 Discrimination in Health facilities to patients
15 PSF15 Monitoring by Govt.
16 PSF16 Developmental Projects
17 PSF17 Surprise visits by Management
18 PSF18 Diagnostic Services
19 PSF19 Role of Management in problem identification
 20 PSF20 Staff Competency
21 PSF21 Response time to a patient
22 PSF22 Inappropriate departmental Communication
23 PSF23 Staff motivation and satisfaction
24 PSF24 Non-availability of Free medicine
25 PSF25 Organizational Structure
26 PSF26 Poor Patient Care
27 PSF27 Cleanliness
28 PSF28 Admission Procedure
29 PSF29 Experienced Staff
30 PSF30 Briberies/Corruption

7. Relative Importance Index:Itis used to indicate the relative importance of variables

resulting poor quality of the healthcare institutions and it was calculated with the formula

below:

∑𝑊
RII =
𝐴×𝑁

Where:
RII - Relative Importance Index,
W = weighting given to each factor by the respondents (ranging from 1 to 5)
A = highest weight (i.e. 5)
N = total number of respondents.

8. Impact of 30 Factors: Impact of each factor used to calculate the impact of each factor

on the variable that is quality provided by healthcare institutions and factors are the

attributes of patient satisfaction level.

∑(𝒇𝒊 × 𝒊)
𝑰𝒎𝒑𝒂𝒄𝒕 =
𝒏

Where:
i = is the severity score from 1 to 5
fi= is the frequency of factor getting score i
n = number of responses

4. Data Presentation and Analysis

As stated before, the study is conducted on the quantitative basis which demands that data should

be hypothetically checked on the SPSS-20.

As indicated in table below, thirty (30) factors affecting the satisfaction level of the patients from

the healthcare institutions in the Punjab were identified and ranked. The 30factors that are

affecting the patient satisfaction as stated above. Out of circulated 100 questionnaires only 90

were completed thoroughly. Below table is showing the results from RII and Impact of the 30

factors in order to rank and prioritize the said factors.

Table 2: RII and Impact Results

Sr Factor Total Weight

Factor A Impact RII Rank
.# ID (n) (∑w)

1 PSF1 Frequent Paramedical Strikes 90 268 5 4.123 0.825 2nd

2 PSF2 Food 90 232 5 3.569 0.714 21st

In-sufficient/In-efficient
3 PSF3 Emergency Services
90 262 5 4.031 0.806 5th

4 PSF4 User Friendly Systems 90 237 5 3.646 0.729 19th

5 PSF5 Relevant Staff availability 90 220 5 3.385 0.677 24th

Prejudice dispersal of Locally
6 PSF6 purchased medicine
90 260 5 4.000 0.800 7th

7 PSF7 Response to complaints 90 211 5 3.246 0.649 27th

8 PSF8 Behavior of Staff 90 270 5 4.154 0.831 1st

9 PSF9 Procedural information 90 250 5 3.846 0.769 15th

10 PSF10 Slow/Length of Treatment 90 253 5 3.892 0.778 10th

11 PSF11 Political Influence 90 254 5 3.908 0.782 9th

12 PSF12 Protocols 90 249 5 3.831 0.766 16th

13 PSF13 Online patient facilitation system 90 248 5 3.815 0.763 17th

Discrimination in Health
14 PSF14 facilities to patients
90 248 5 3.815 0.763 18th

15 PSF15 Monitoring by Govt. 90 251 5 3.862 0.772 13th

16 PSF16 Developmental Projects 90 219 5 3.480 0.674 22nd

17 PSF17 Surprise visits by Management 90 225 5 3.462 0.692 23rd

18 PSF18 Diagnostic Services 90 262 5 4.031 0.806 6th

Role of Management in problem
19 PSF19 identification
90 251 5 3.862 0.772 14th

20 PSF20 Staff Competency 90 235 5 3.615 0.723 28th

21 PSF21 Response time to a patient 90 264 5 4.062 0.812 4th

Inappropriate departmental
22 PSF22 Communication
90 252 5 3.877 0.775 12th

23 PSF23 Staff motivation and satisfaction 90 216 5 3.323 0.665 25th

 Non-availability of Free
24 PSF24 medicine
90 265 5 4.077 0.815 3rd

25 PSF25 Organizational Structure 90 236 5 3.631 0.726 20th

26 PSF26 Poor Patient Care 90 253 5 3.892 0.778 11th

27 PSF27 Cleanliness 90 256 5 3.938 0.788 8th

28 PSF28 Admission Procedure 90 211 5 3.246 0.649 29th

29 PSF29 Experienced Staff 90 207 5 3.185 0.637 30th

30 PSF30 Briberies/Corruption 90 213 5 3.277 0.655 26th
Figure 1Impact range of Factors

35
Factors affecting Patient Satisfaction

30

25

20

15

10

0
0 0.5 1 1.5 2 2.5 3 3.5 4 4.5
Impact Range

Figure 1 shows the impact range of the 30 factors impacting patient satisfaction as depicted by the data.

Impact range has been divided into three clusters as described below

Low Severity Range: 1.25 to 2.5 (Impact Score)

Medium Severity Range: 2.5 to 3.75 (Impact Score)

High Severity Range: 3.75 to 5 (Impact Score)

Results shows that Results represents that all the factors lies in the medium and high severity ranges.

Majority of the factors lies in the high severity range which shoes that most of the factors have high

severity while impacting the patient satisfaction.

Relative Importance Index:

Relative importance index showingthe significance of each factors and it also showsthe ranking

of factors resulting in poor quality within Lahore healthcare institutions, Punjab, Pakistan.The

factors which are affecting the quality of healthcare institutions are mentioned at Table#2. Table

illustrates the top 12 significant factors resulting in poor level of satisfaction level andeminence

of Healthcare system as well. The most important factors according to the acuity of patients are:

“Behavior of Staff” as the 1st most important factor that is affecting the satisfaction level at

its full strength and its RII came to “0.831”.Similarly 12 factors were ranked according to their

RII value shown in Table 3.

Table 3: Top 12 Ranked Factors According to RII values

Sr.# Factor ID Factor affecting Patient Satisfaction RII Rank

1 PSF8 Behavior of Staff 0.831 1st
2 PSF1 Frequent Paramedical Strikes 0.825 2nd
3 PSF24 Non-availability of Free medicine 0.815 3rd
4 PSF21 Response time to a patient 0.812 4th
5 PSF3 In-sufficient/In-efficient Emergency Services 0.806 5th
6 PSF18 Diagnostic Services 0.806 6th
7 PSF6 Prejudice dispersal of Locally purchased medicine 0.800 7th
8 PSF27 Cleanliness 0.788 8th
9 PSF11 Political Influence 0.782 9th
10 PSF10 Slow/Lengthy Treatment 0.778 10th
11 PSF26 Poor Patient Care 0.778 11th
12 PSF22 Inappropriate Departmental Communication 0.775 12th

Impact of Factor:

It was calculated to show the impact of each satisfaction level on the quality of healthcare

institutions. Out of the 30 most common and foremost factors, 12 factors were ranked and their

impact is calculated as shown in the table # 4. It is concluded that the impact factor of “Behavior

of Staff” came to 4.154 at scored the highest position it also ranked as 1st. It also means that most

impacting factor is Behavior of Staff. Similarly the other factors are also impacting accordingly

as shown in Table 4.
 Table 4: Top 12 Ranked Factors According to Impact values

Sr.# Factor ID Factor affecting Patient Satisfaction Impact Rank

1 PSF8 Behavior of Staff 4.154 1st
2 PSF1 Frequent Paramedical Strikes 4.123 2nd
3 PSF24 Non-availability of Free medicine 4.077 3rd
4 PSF21 Response time to a patient 4.062 4th
5 PSF3 In-sufficient/In-efficient Emergency Services 4.031 5th
6 PSF18 Diagnostic Services 4.031 6th
Prejudice dispersal of Locally purchased
7 PSF6
medicine
4.000 7th
8 PSF27 Cleanliness 3.938 8th
9 PSF11 Political Influence 3.908 9th
10 PSF10 Slow/Lengthy Treatment 3.892 10th
11 PSF26 Poor Patient Care 3.892 11th
12 PSF22 Inappropriate Departmental Communication 3.877 12th

5. Conclusion

The primary objective of healthcare institutions is to revamp the quality level and health status of

the population. The stakeholders in healthcare institutions are too vigilant about the reforms in

the health sectorworldwidewith the aim to developmaximum level of patient satisfaction from

healthcare service.Patient satisfaction is only the key marker to label the quality of health sector

and represents this internationally accepted factor needs to be greatly observed for smooth

functioning of the healthcare systems. Patient is the best judge since he/she accurately assesses

and his /her inputs help in the overall improvement of quality health care provision through the

rectification of the system weaknesses by the concerned authorities.The quality of health care

services is directly linked with the satisfaction level of the patients, as the quality increase the

level of patient satisfaction becomes higher.

The results of this research will allow a better understanding of the facilitators and barriers of

quality medical services. The results will also enhance our understanding of the determinants of

the factors influence quality of medicals services. It is anticipated that a better understanding of

these factors and their relationships can pinpoint better strategies for quality assurance in medical

services, particularly in Pakistan but probably in other societies as well.

  The results shows that widely held factors fall in the medium severity impact

range. Significant consideration should be given to those factors.

 This study however subsidizes the foremost and leading factors patient satisfaction

and ultimately poor quality system of health care institutions.

 This study further also prioritized the top twelve most vital factors out of thirty

affecting patient satisfaction within Lahore, Punjab, Pakistan on the basis of

severity impact score received.

 This study also enable the Govt., people, especially patients and healthcare service

provider with plentiful information to find out the fundamentals standards of

quality improvement, and to deliver a starting point for the developments in

quality level that has better influence on the patient satisfaction.

6. Recommendation

The elementary purpose of this study was to develop the understanding with the factors that

resultantly stand against the poor satisfaction level of the patients. Necessary measures should be

adopted in the light of given ranking and the said factors may be taken on high priority just to

resolve them. The most important and high priority factors should be taken to ending. Patient

dealing trainings should be given to the staff that will enable them to understand the patient

demands and that will remove the most impacting factor of patient satisfaction that is “Behavior

of Staff”. Management should also take a part in the monitoring wing and special attention could

be given to the complaints of the patient that makes the patients more confident.
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