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Title PATIENT SATISFACTION WITH PUBLIC HEALTH SERVICES: A CASE OF RAWALPINDI DIVISION

Author(s) Muhammad Usman

Abstract The provision of effective public healthcare services is central to the realization of Sustainable Development Goal 3: Good Health and Well-Being. In Pakistan, particularly in Punjab, the role of secondary healthcare facilities is critical in addressing the healthcare needs of the population. This study investigates the factors influencing patient satisfaction with public healthcare services in secondary hospitals of Rawalpindi Division, while also examining the moderating roles of healthcare providers' burnout and quality of life. Employing a cross-sectional, quantitative, and correlational research design grounded in positivist epistemology and realist ontology, the study collected primary data from 3,194 patients and 255 healthcare providers across 18 secondary hospitals. Three validated instruments, namely, adapted Patient Satisfaction Survey, Maslach Burnout Inventory (MBI), and WHOQOL-BREF, were utilized to measure patient satisfaction, burnout, and quality of life respectively. Data was analysed using SPSS and AMOS through reliability testing, Confirmatory Factor Analysis (CFA), multiple regression, and moderation analysis using Hayes’ PROCESS macro. The findings of this study reveal that doctor services, nursing services, registration services, and waiting time significantly influence patient satisfaction. Doctor services emerged as the most influential predictor, whereas registration services and nursing services exhibited nuanced, sometimes negative, relationships. Although doctor and nursing services significantly affected satisfaction, neither burnout nor quality of life significantly moderated these relationships. Demographic factors such as gender, education, income, occupation, age, marital status, and district of treatment also exhibited meaningful variations in satisfaction levels. The study emphasizes the necessity for healthcare administrators and policymakers to enhance service quality, address workforce burnout, and foster a supportive work environment to improve patient experiences. It offers actionable insights for policy reforms and emphasizes the need for further longitudinal and multi-regional studies to comprehensively understand patient satisfaction dynamics within Pakistan’s public healthcare system.

Type Thesis/Dissertation MS

Faculty Management Sciences

Department Governance and Public Policy

Language English

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