Original Articles GENDER DIFFERENCE IN PATIENT’S SATISFACTION IN TERTIARY CARE HOSPITALS OF LAHORE.

Tehseen Bokhari1, Iram Manzoor2, Aiman Dawood3, Ujala Arshad4, Zoha Mahmood4 Jamaal Hassan Ali4, Abida Hassan5

Abstract

Objectives:

Quality of health care services is a global affair. Effective quality health services are measured for quality management in hospitals. Patient satisfaction is a major indicator to measure the quality management of hospitals. The main objective of this study is to assess gender difference in satisfaction level of patients coming to tertiary health care facilities in Lahore

Methods:

An analytical cross-sectional study was conducted from January to August 2018 in two tertiary care hospitals of Lahore including Akhtar Saeed Trust Teaching Hospital and Farooq Hospital, Westwood branch. A sample of 200 patients was collected, using Non-Probability, consecutive technique. Data was collected by using a self-structured questionnaire with multiple variables related to services, an attitude of health care providers and the environment of hospitals. Data was entered and analyzed using SPSS 22. The chi-square test was applied and the p-value was fixed at ≤0.05 as significant.

Results:

Out of 200 participants, 109 (86.5%) were males and 91 (45.5%) were females. The overall satisfaction rate of patients was reported at 93% with no significant difference in the satisfaction level of both genders. Females were much more satisfied with hospital services. Regarding waiting time 91.2% of the females were satisfied (p = 0.007), comfortable waiting area was reported by 93.4% of the females (p=0.001). Females were more satisfied with examination in clean environment (p= 0.004) and Lab services (p= 0.002). Regarding satisfaction parameters related to health care providers, females were more satisfied with provision of privacy (p= 0.002), treatment with respect and dignity (p=0.038), correct diagnosis (p=0.042), adequate time (p= 0.03), careful attitude (p= 0.025) and adequate knowledge (p=0.031).

Conclusion:

Females show a higher satisfaction level as compared to males regarding services offered to them in these tertiary care hospitals of Lahore