Satisfaction level of patients admitted in medical wards of a tertiary care hospital regarding medical care provided by doctors and nurses: a cross-sectional study

Muhammad Owais; Wajiha Mumtaz; Muhammad Salman Sajid; Yousif; Mohd Musarat Rather; Reenam Sohail; Shoaib Iqbal

doi:10.18203/2394-6040.ijcmph20254419

Authors

Muhammad Owais Nishtar Medical University, Multan, Pakistan https://orcid.org/0009-0004-8042-4803
Wajiha Mumtaz Nishtar Medical University, Multan, Pakistan
Muhammad Salman Sajid Nishtar Medical University, Multan, Pakistan https://orcid.org/0009-0002-2843-4196
Yousif Nishtar Medical University, Multan, Pakistan
Mohd Musarat Rather Nishtar Medical University, Multan, Pakistan
Reenam Sohail Nishtar Medical University, Multan, Pakistan https://orcid.org/0009-0002-6969-1754
Shoaib Iqbal Department of Community, Medicine, Nishtar Medical University, Multan, Pakistan

DOI:

https://doi.org/10.18203/2394-6040.ijcmph20254419

Keywords:

Doctors, Healthcare quality, Medical care, Nurses, Patient satisfaction

Abstract

Background: Patient satisfaction in medical wards is influenced by various factors, such as hospital environment, length of stay, previous admissions, treatment cost, and discharge process. These aspects, including privacy, communication, and explanations provided to patients, significantly impact their overall care experience.

Methods: A cross-sectional study was carried out at Nishtar Hospital, Multan, from April 15, 2025, to July 15, 2025. Using non-random convenient sampling, approximately 184 patients admitted to medical wards were studied. The focus was on evaluating the care provided by doctors and nurses.

Results: A survey of 184 patients revealed varying satisfaction levels with doctors and nurses. Using a Likert scale, patients rated care aspects, with doctors generally receiving higher satisfaction scores than nurses.

Conclusions: Patients expressed greater satisfaction with doctors’ services than nurses. Key areas for improvement in nursing care include communication and responsiveness.

Metrics

Metrics Loading ...

References

Goupy F, Ruhlmann O, Paris O, Thélot B. Results of a comparative study of in-patient satisfaction in eight hospitals in the Paris region. Int J Qual Health Care. 1991;3(4):309-15. DOI: https://doi.org/10.1093/intqhc/3.4.309

McFarland DC, Johnson Shen M, Holcombe RF. Predictors of satisfaction with doctor and nurse communication: a national study. Health Commun. 2017;32(10):1217-24. DOI: https://doi.org/10.1080/10410236.2016.1215001

Wu ML, Courtney M, Berger G. Models of nursing care: a comparative study of patient satisfaction on two orthopaedic wards in Brisbane. Aust J Adv Nurs. 2000;17(4):29-34.

Bahrami M, Maghsoudi M, Rafiee N, Alfaraj R, Ghasemi N. Evaluating satisfaction of patients referring to emergency ward of Shahid Sadooghi Hospital, Yazd, Iran, in 2013. Int J Health Syst Disast Manage. 2014;2(3):161. DOI: https://doi.org/10.4103/2347-9019.142200

Kannan S, Avudaiappan S, Annamalai M. Patients’ satisfaction with nursing care quality in medical wards at selected hospital in Chennai, South India. Iran J Nurs Midwife Res. 2020;25(6):471-5. DOI: https://doi.org/10.4103/ijnmr.IJNMR_142_19

Koirala M, Koirala ML. Contributing factors for perceived satisfaction with nursing care among inpatients in general wards. J Lumbini Med Coll. 2015;3(2):34-7. DOI: https://doi.org/10.22502/jlmc.v3i2.69

Motealehi A, Vafaeenasab M, Bahariniya S, Raadabadi M, Safari M. Patients’ satisfaction with inpatient services in selected wards of some hospitals affiliated to Yazd Shahid Sadoughi University of Medical Sciences in 2016. J Tolooebehdasht. 2020. DOI: https://doi.org/10.18502/tbj.v19i4.4524

Regunath R, Tamilselvi A. Measuring patients’ satisfaction with nursing care at medical wards. J Nurs Trendz. 2013;4(2):24-7.

Imam SZ, Syed KS, Ali SA, Ali SU, Fatima K, Gill M, et al. Patients’ satisfaction and opinions of their experiences during admission in a tertiary care hospital in Pakistan- a cross sectional study. BMC Health Serv Res. 2007;7(1):161. DOI: https://doi.org/10.1186/1472-6963-7-161

Rizvi RM. Patients’ satisfaction with standard of care in Pakistan Ordinance Factories Hospital Wah Cantt. Rawal Med J. 2014;39(3):327.

Iqbal A, Ali S. An insight into patient satisfaction after admission at a tertiary care hospital in Karachi. Elect Med J. 2013;1(3):67-70. DOI: https://doi.org/10.18035/emj.v1i3.37

Jafree SR, Zakar R, Zakar MZ, Fischer F. Assessing the patient safety culture and ward error reporting in public sector hospitals of Pakistan. Saf Health. 2017;3(1):10. DOI: https://doi.org/10.1186/s40886-017-0061-x

Javed SA, Ilyas F. Service quality and satisfaction in healthcare sector of Pakistan- the patients’ expectations. Int J Health Care Qual Assur. 2018;31(6):489-501. DOI: https://doi.org/10.1108/IJHCQA-08-2016-0110

Shakir M, Malik MY, Ahmad R, Aqdas I. Measuring patients’ satisfaction with health care facilities in a public hospital of Multan. J Lang Cult Civiliz. 2020;2(2):123-30.

Al-Sakkak MA, Al-Nowaiser NA, Al-Khashan HI, Al-Abdrabulnabi AA, Jaber RM. Patient satisfaction with primary health care services in Riyadh. Saudi Med J. 2008;29(3):432-6.

Mohamed EY, Sami W, Alotaibi A, Alfarag A, Almutairi A, Alanzi F. Patients’ satisfaction with primary health care centers’ services, Majmaah, Kingdom of Saudi of Saudi Arabia. Int J Health Sci. 2015;9(2):163. DOI: https://doi.org/10.12816/0024113

Goel S, Sharma D, Bahuguna P, Raj S, Singh A. Predictors of patient satisfaction in three tiers of health care facilities of North India. J Community Med Health Educ S. 2014;2:2161-0711. DOI: https://doi.org/10.4172/2161-0711.S2-002

Mohanan K, Kaur S, Das K, Bhalla A. Patient satisfaction regarding nursing care at emergency outpatient department in a tertiary care hospital. J Ment Health Hum Behav. 2010;15(1):54-8.

Azhar A, Rahman MM, Arif MT. Satisfaction on primary health care services in Sarawak, Malaysia: evidence from a cross-sectional community based study. Population. 2016;16(3):267-73.

Karaca A, Durna Z. Patient satisfaction with the quality of nursing care. Nurs Open. 2019;6(2):535-45. DOI: https://doi.org/10.1002/nop2.237

Elliott MN, Lehrman WG, Beckett MK, Goldstein E, Hambarsoomian K, Giordano LA. Gender differences in patients’ perceptions of inpatient care. Health Serv Res. 2012;47(4):1482-501. DOI: https://doi.org/10.1111/j.1475-6773.2012.01389.x

Dzomeku V, Ba-Etilayoo A, Perekuu T, Mantey R. In patient satisfaction with nursing care: a case study at Kwame Nkrumah University of Science and Technology hospital. Int J Res Med Health Sci. 2013;2(1):19-24.

Girotra S, Cram P, Popescu I. Patient satisfaction at America’s lowest performing hospitals. Circulat Cardiovasc Qual Outcomes. 2012;5(3):365-72. DOI: https://doi.org/10.1161/CIRCOUTCOMES.111.964361

Epstein RM, Street RL. The values and value of patient-centered care. Ann Fam Med 2011:100-3. DOI: https://doi.org/10.1370/afm.1239

Dawson J, Doll H, Fitzpatrick R, Jenkinson C, Carr AJ. The routine use of patient reported outcome measures in healthcare settings. BMJ. 2010;340. DOI: https://doi.org/10.1136/bmj.c186