Assessment of Hospitalized Patients' Satisfaction with Healthcare Services in a Private Hospital

Abstract

Background: Patient satisfaction is recognized as a vital measure of healthcare quality and is closely associated with improved clinical outcomes, including adherence, reduced readmissions, and overall well-being. Despite the growing importance of private healthcare in Pakistan, limited data exist on inpatient satisfaction levels and associated factors within this context. Objective: To assess the level of patient satisfaction with inpatient healthcare services in a private hospital in Lahore, Pakistan, and to examine associations between satisfaction and demographic characteristics. Methods: This descriptive cross-sectional study was conducted in a private tertiary hospital in Lahore over a six-month period. A systematic random sample of 100 adult inpatients discharged within a three-month window was surveyed using a structured and pre-tested questionnaire covering key domains of satisfaction. Satisfaction was scored and categorized as low (0–11), moderate (12–13), or high (14–23). Associations between satisfaction and demographic variables were analyzed using chi-square tests. Ethical approval and informed consent were obtained. Results: The majority of participants (86%) reported high satisfaction (score ≥14), with unanimous positive responses in domains including medical and nursing care, communication, and environment. Food variety and some administrative aspects received comparatively lower ratings. No statistically significant associations were observed between satisfaction level and age, gender, marital status, education, or occupation (all p > 0.05). Conclusion: Patients hospitalized in this private tertiary care facility exhibited exceptionally high satisfaction levels across clinical and environmental domains, independent of demographic characteristics. Ongoing feedback and targeted improvements, particularly regarding food services and administrative processes, are recommended to maintain and further enhance patient satisfaction.