Patient satisfaction and its socio-demographic correlates in a tertiary public hospital in Nepal: a cross-sectional study.


Adhikari M(1)(2)(3), Paudel NR(4), Mishra SR(5)(6), Shrestha A(7)(8), Upadhyaya DP(9)(10).
Author information:
(1)Department of Health Services, Ministry of Health and Population, Kathmandu, Nepal. [Email]
(2)Department of Health Policy and Management, Yale School of Public Health, Yale University, New Haven, CT, USA. [Email]
(3)Institute for Implementation Science and Health, Kathmandu, Nepal. [Email]
(4)Public Administration Campus, Tribhuvan University, Kirtipur, Nepal.
(5)World Heart Federation Rue de Malatrex 32, 1201, Geneva, Switzerland.
(6)Nepal Development Society, Bharatpur-10, Chitwan, Nepal.
(7)Institute for Implementation Science and Health, Kathmandu, Nepal.
(8)Department of Public Health, Kathmandu University, Kathmandu, Nepal.
(9)Central Department of Public Health, Institute of Medicine, Tribhuvan University, Kathmandu, Nepal.
(10)School of Medicine, Case Western Reserve University, Cleveland, OH, USA.


BACKGROUND: Patient satisfaction is one proxy indicator of the health care quality; however, enhancing patient satisfaction in low-income settings is very challenging due to the inadequacy of resources as well as low health literacy among patients. In this study, we assess patient satisfaction and its correlates in a tertiary public hospital in Nepal. METHODS: We conducted a cross sectional study at outpatient department of Bhaktapur Hospital of Nepal. To recruit participants for the study, we applied a systematic random sampling method. Our study used a validated Patient Satisfaction Questionnaire III (PSQ-III) developed by RAND Corporation including various contextual socio-demographic characteristics. We calculated mean score and percentages of satisfaction across seven dimensions of patient satisfaction. To determine the association between various dimensions of patient satisfaction and socio-demographic characteristics of the patient, we used a multi-ordinal logistic regression. RESULTS: Among 204 patients, we observed a wide variation in patient satisfaction across seven dimensions. About 39% of patients were satisfied in the dimension of general satisfaction, 92% in interpersonal manner, and 45% in accessibility and convenience. Sociodemographic factors such as age (AOR: 6.42; CI: 1.30-35.05), gender (AOR: 2.81; CI: 1.41-5.74), and ethnicity (AOR: 0.26; CI: 0.08-0.77) were associated with general satisfaction of the patients. Other sociodemographic variables such as education, occupation, and religion were associated with a majority of the dimensions of patient satisfaction (p < 0.05). Age was found to be the strongest predictor of patient satisfaction in five out of seven dimensions. CONCLUSIONS: We concluded that patient satisfaction varies across different dimensions. Therefore, targeted interventions that direct to improve the dimensions of patient satisfaction where the proportion of satisfaction is low are needed. Similar studies should be conducted regularly at different levels of health facilities across the country to capture a wider picture of patient satisfaction at various levels.