• FARRUKH ANSAR Northwest School of Medicine, Peshawar, Pakistan.
  • HIRA NAVEED International Islamic University, Islamabad, Pakistan.
  • ALMAS KHATTAK Northwest School of Medicine, Peshawar, Pakistan.
  • MUHAMMAD SAAD Northwest School of Medicine, Peshawar, Pakistan.


Objectives: Patient satisfaction is a significant marker for estimating the quality of medical services being provided at a clinical facility. It also influences the opportune, proficient, and patient-focused provision of quality medical services.

Methods: Data from 768 outdoor patients were collected from four tertiary care hospitals in Islamabad, Pakistan. Half of the patients were from public sector hospitals, while others were from private hospitals. A self-administered questionnaire (Cronbach’s alpha=0.896) was structured for data collection. Using SPSS, descriptive statistics, independent t-test, and Chi-square test were used to analyze data.

Results: Overall, 51.4% of patients were satisfied with the services provided to them at hospital Outpatient department. Patients who experienced private sector hospitals (74%) were significantly more satisfied than those who visited the public sector hospitals (29%) (p<0.001). Gender-wise, female patients were more satisfied (58%) than male patients (47%). Insufficient attention of the doctor, the behavior of the supporting staff and inadequate management of disease record were the red flags highlighted by the patients.

Conclusion: The current investigation has shown that quality healthcare is significantly associated with economic conditions; patients’ perspective have expressed that the private sector provides satisfactory medical services at a high expense, whereas the public sector is a less expensive alternative but it lags in the provision of high-quality services and patient satisfaction.

Keywords: Patient satisfaction, Quality of health care, Public sector, Private sector


1. Allen-Duck A, Robinson JC, Stewart MW. Healthcare quality: A concept analysis. Nurs Forum 2017;52:377-86.
2. Steinwachs DM, Hughes RG. Health services research: Scope and significance. In: Patient Safety and Quality: An Evidence-Based Handbook for Nurses. Ch. 8. Rockville, MD: Agency for Healthcare Research and Quality; 2008.
3. Alijanzadeh M, Zare SA, Rajaee R, Fard SM, Asefzadeh S, Alijanzadeh M, et al. Comparison quality of health services between public and private providers: The Iranian people’s perspective. Electron Physician 2016;8:2935-41.
4. Wabo NC, Örtenwall P, Khorram-Manesh A. Hospital evacuation; planning, assessment, performance and evaluation. J Acute Dis 2012;1:58-64.
5. Leppäniemi M, Karjaluoto H, Saarijärvi H. Customer perceived value, satisfaction, and loyalty: The role of willingness to share information. Int Rev Retail Distrib Consum Res 2017;27:164-88.
6. Andaleeb SS. Service quality perceptions and patient satisfaction: A study of hospitals in a developing country. Soc Sci Med 2001;52:1359-70.
7. Ghazanfar A, Idress IN, Zia Z, Munir N, Maryam S. Comparison of patient’s satisfaction levels in public and private tertiary care centres. J Pak Med Assoc 2017;67:1305-08.
8. Rahim SI, Abumadini M, Wosornu L. Academic job satisfaction questionnaire: Construction and validation in Saudi Arabia. J Fam Community Med 2011;18:1-7.
9. Hussain M, Rehman R, Ikramuddin Z, Asad N, Farooq A. Inpatient satisfaction at different public sector hospitals of a metropolitan city in Pakistan: A comparative cross-sectional study. Hosp Pract (1995) 2018;46:88-96.
10. Kruse FM, Stadhouders NW, Adang EM, Grouewoud S, Jeurissen PT. Do private hospitals outperform public hospitals regarding efficiency, accessibility, and quality of care in the European union? A literature review. Int J Health Plann Manag 2018;33:434-53.
11. Ha JF, Longnecker N. Doctor-patient communication: A review. Ochsner J 2010;10:38-43.
12. Al-Balushi SM, Khan MF. Factors influencing the preference of private hospitals to public hospitals in Oman. Int J Manag Innov Entrep Res 2017;3:67-77.
13. Khattak A, Alvi MI, Yousaf MA, Shah ZA, Turial D, Akhter S. Patient satisfaction a comparison between public and private hospitals of Peshawar. Int J Collab Res Intern Med Public Health 2012;5:713-22.
14. Javed SA, Liu S, Mahmoudi A, Mohammad N. Patients’ satisfaction and public and private sectors’ health care service quality in Pakistan: Application of grey decision analysis approaches. Int J Health Plann Manage 2019;34:168-82.
15. Anbori A, Ghani SN, Yadav H, Dahir AM, Su TT. Patient satisfaction and loyalty to the private hospitals in Sana’a, Yemen. Int J Qual Health Care 2010;22:310-5.
16. Chari F, Jelastopulu E, Sapountzi-Krepia D, Kaitelidou D, Konstantkopoulou O, et al. Patient satisfaction in public and private hospitals in Cyprus. Scand J Caring Sci 2016;9:781-91.
17. Bokhari T, Manzoor I, Dawood A, Arshad U, Mahmood Z, Ali ZH, et al. Gender difference in patient’s satisfaction in tertiary care hospitals of Lahore. J Akhtar Saeed Med Dent Coll 2019;1:55-63.
18. Son H, Yom YH. Factors influencing satisfaction with emergency department medical service: Patients’ and their companions’ perspectives. Jpn J Nurs Sci 2017;14:27-37.
19. Asamrew N, Endris AA, Tadesse M. Level of patient satisfaction with inpatient services and its determinants: A study of a specialized hospital in Ethiopia. J Environ Public Health 2020;2020:2473469.
20. Hajifathali A, Ainy E, Jafari H, Moghadam NM, Kohyar E, Hajikaram S. In-patient satisfaction and its related factors in Taleghani university hospital, Tehran, Iran. J Pak Med Assoc 2008;24:274-77.
21. Kravitz RL, Bell RA, Azari R. Direct observation of requests for clinical services in office practice what do patients want and do they get it? Arch Intern Med 2003;163:1673-81.
22. Patel RS, Bachu R, Adikey A, Malik M, Shah M. Factors related to physician burnout and its consequences: A review. Behav Sci (Basel) 2018;8:98.
23. Street RL, Gordon H, Haidet P. Physicians’ communication and perceptions of patients: Is it how they look, how they talk, or is it just the doctor? Soc Sci Med 2007;65:586-98.
24. Ohrnberger J, Fichera E, Sutton M. The relationship between physical and mental health: A mediation analysis. Soc Sci Med 2017;195:42-9.
25. Malik MA, Wasay M. Economics of health and health care in Pakistan. J Pak Med Assoc 2013;63:814-5.
26. Kim HB, Choi S, Kim B, Pop-Eleches C. The role of education interventions in improving economic rationality. Science 2018;362:83-6.
33 Views | 5 Downloads
How to Cite
Original Article(s)