@article{MAKHILLRJMS2024181131693,
    title = {Assessing Patient Satisfaction in Urban Hospitals: A Comparative Study of Consumer Expectations and Realities},
    journal = {Research Journal of Medical Sciences},
    volume = {18},
    number = {11},
    pages = {635-640},
    year = {2024},
    issn = {1815-9346},
    doi = {makrjms.2024.11.635.640},
    url = {https://makhillpublications.co/view-article.php?issn=1815-9346&doi=makrjms.2024.11.635.640},
    author = {M.M. and},
    keywords = {Consumer expectations, hospital policies, billing transparency, patient care services, emergency care and healthcare quality},
    abstract = {<p style="text-align:justify">This research aims to assess patient satisfaction in urban hospitals by comparing consumer expectations with actual experiences, focusing on hospital staff, patient care services and hospital policies. The study seeks to evaluate satisfaction levels with doctors, nurses and administrative personnel, examine the quality of care provided in areas such as pain management and emergency response and explore the impact of policies like billing transparency and discharge procedures. Using a mixed‐methods approach, this study combines quantitative analysis, primarily through structured questionnaires administered via Google Forms, with thematic analysis of qualitative responses. Descriptive statistics were employed to analyze the data, ensuring the reliability and validity of results. Key findings reveal significant differences in satisfaction with staff interactions, particularly in doctor communication, administrative staff efficiency and empathy, with those who did not meet expectations rating these areas much lower. Additionally, hospital policies, such as billing transparency and admission/discharge communication, did not significantly influence overall patient satisfaction. The study suggests that addressing gaps in staff interactions, resource availability and discharge procedures is essential to improving patient experiences. It recommends enhancing communication, improving resource management and streamlining discharge processes, alongside addressing patient concerns regarding billing practices.</p>
}
    }