Determinants of patient's satisfaction with health care system in Pakistan: a critical review

Patient satisfaction with health care services is considered an important factor of quality health care. Although research on patient satisfaction has become standard in many developed country, in countries such as Pakistan the concept of patient satisfaction is still relatively neglected. This study aimed to find out the determinants of patient satisfaction from existing literature in Pakistan.The literature search was carried out by using the database of Medscape, Medline, PakMedinet and PubMed, without any language restriction using MeSH words as “patient satisfaction AND health care system in Pakistan” and “Determinants of patient satisfaction AND Pakistan”. Twenty-one articles were found which discussed the concept of patient satisfaction and its determinants with health care system in Pakistan and other developing countries. Variable level of patient satisfaction with health care services was identified in literature review, more with private hospitals as compared to public hospitals and health care providers. Patient experiences and their expectations with health care services were found to be important determinant of patient satisfaction in Pakistan. Young age, female gender, literacy and high social class are few patient characteristics influencing level of patient satisfaction. In addi tion lack of privacy, autonomy, involvement in decision making, poor communication, and sanitation/hygiene leads to bad patient experience hence decreased satisfaction. This review highlights the complex and interrelated determinants of patient satisfaction with health care system in Pakistan. Prompt attention to patients' expectations, enhancing responsiveness of health care system and consideration of patient's perceptions is of utmost importance to increase patient satisfaction outcomes. (Pak J Public Health 2012;2(2):56-61)