The Impact of Service Quality Provided by Hospitals and Nurses on Patient Satisfaction
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Keywords
Effective treatment, healthcare facilities, healthcare service, patient satisfaction, physician-patient interaction, service quality
Abstract
Patient satisfaction is a critical indicator of healthcare quality, reflecting patients’ experiences and perceptions of the care they receive. This study focuses on analyzing patient satisfaction with the quality of health care provided at the outpatient department specifically examining the impact of service quality from healthcare centers and nurses on patient satisfaction.
Materials and Methods: A cross-sectional study was conducted, involving 407 consented patients selected through simple random sampling. Data on demographics and patients' perceptions of their nurses , treatment, and health facilities were collected using a researcher-made, adapted Medical Interview Satisfaction questionnaire. Statistical analysis was performed using SPSS version 23, including descriptive statistics, correlational analysis, and group comparison analyses.
Results: The study found that patients at KMMHF expressed high satisfaction levels with physician-patient interaction, treatment effectiveness, and overall healthcare facilities. The mean scores for physician-patient satisfaction, treatment effectiveness, and healthcare facilities were 4.089 ± 0.5, 4.088 ± 0.5, and 4.077 ± 0.5, respectively.
Conclusion: The findings indicate that patients visiting KMMHF are generally satisfied with the quality of healthcare services, particularly in terms of physician-patient interaction and treatment effectiveness
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