DOI: http://dx.doi.org/10.18203/2320-6012.ijrms20195626

Perception of university students about doctors and quality of health care provision at clinics: a multi-national study in India, Pakistan, Spain and United States of America

Dnyanesh Limaye, Gerhard Fortwengel, Ravi Shankar Pitani, Sushama Sathe, Sanika Chivate, Prabhas Jagadale, Farah Saeed, Syed Mahboob Alam, Vicent Rodilla, Chaimae Mounib, Edel Santiesteban Jr.

Abstract


Background: Patient satisfaction is considered as an indicator of the healthcare quality. Information on patient satisfaction based on medical expertise of the physician, interpersonal skills, physician-patient interaction time, perception and needs of the patient allow policymakers to identify areas for improvement. Primary care services and healthcare structure differ between the countries. The present study was done to determine and analyze the determinants associated with patient satisfaction in India, Pakistan, Spain and USA.

Methods: This descriptive study was performed in January to August 2019 among students from Mumbai University, India, Dow University of Health Sciences, Karachi, Pakistan, University CEU Cardenal Herrera, Valencia, Spain, Texas State University, Texas, USA. On the basis of the eligibility criterion (those who gave a written informed consent and were registered students of respective university) 890 (India: 369, Pakistan: 128, Spain: 195, USA: 99) students were selected for the present study.

Results: India had almost similar male (49%) to female (51%) ratio of participants. For other 3 countries (PK, ES, US), female participant percentage was nearly 20% or even more as compared to male participants. Overall participant’s satisfaction score about medial expertise of the doctor were highest in India (71%) and were lowest in Spain (43%). Overall satisfaction score about time spent with doctor were highest for India (64%) and were lowest for Spain (41%). Overall satisfaction score about communication with doctor were highest for US (60%) and were lowest for PK (53%). Overall satisfaction score for medical care given by the doctor was lowest in PK (43%) and was highest in US (64%). Overall satisfaction about doctor, highest number of US (83%) and lowest number of PK (32%) participants were satisfied about medical interaction with doctors.

Conclusions: These multi-country findings can provide information for health policy making in India, Pakistan, Spain and USA. Although the average satisfaction per country, except Pakistan is more than 60%, the results suggest that there is ample room for improvement.


Keywords


Communication, Medical expertise, Health services, Patient satisfaction

Full Text:

PDF

References


Paul S, Bhatia V. Doctor patient relationship: Changing scenario in India. Asian J Med Sci. 2016; 7(4):1-5.

Alberto Sánchez C. Javier Prado-Galbarro F, García-Pérez S, Sarría Santamera A. Factors associated with patient satisfaction with primary care in Europe: results from the EU primecare project. Qual Prim Care. 2014;22(3):147-55.

Mankar M, Velankar D, Joshi S, Nalgundwar A. A Study of patient satisfaction towards out patient department services (OPD) of a hospital and research centre using exit interview. Indian J Prev Soc Med. 2013 Jan;44(1-2):37-41.

Taheri M, Mohammadi M, Amani A, Zahiri R, Mohammadbeigi A. Family physician program in Iran, patients satisfaction in a multicenter study. PJBS. 2014 Jan;17(2):227-33.

Antoniotti S, Baumstarck-Barrau K, Siméoni MC, Sapin C, Labarère J, Gerbaud L, et al. Validation of a French hospitalized patients' satisfaction questionnaire: the QSH-45. Inter J Qual Health Care. 2009 Jun 23;21(4):243-52.

Jalil A, Zakar R, Zakar MZ, Fischer F. Patient satisfaction with doctor-patient interactions: a mixed methods study among diabetes mellitus patients in Pakistan. BMC Health Services Res. 2017 Dec;17(1):155.

Goel S, Sharma D, Bahuguna P, Raj S, Singh A. Predictors of patient satisfaction in three tiers of health care facilities of North India. J Commu Med Health Educ S. 2014;2:2161-0711.

Jha AK, Orav EJ, Zheng J, Epstein AM. Patients' perception of hospital care in the United States. N Engl J Med. 2008 Oct 30;359(18):1921-31.

Valls Martínez M, Abad Segura E. Patient satisfaction in the Spanish National Health System. An Sist Sanit Navar. 2018;26;41(3):309-20.

Prasanna K, Bashith M, Sucharitha S. Consumer Satisfaction about Hospital Services: A Study from the Outpatient Department of a Private Medical College Hospital at Mangalore. Indian J Commu Med. 2009;34(2):156-9.

Shilling V, Jenkins V, Fallowfield L. Factors affecting patient and clinician satisfaction with the clinical consultation: can communication skills training for clinicians improve satisfaction?. Psycho‐Oncol: J Psychol, Social Behavioral Dimensions Cancer. 2003 Sep;12(6):599-611.

Maseko FC, Chirwa ML, Muula AS. Client satisfaction with cervical cancer screening in Malawi. BMC Health Services Res. 2014 Dec;14(1):420.

Kumari R, Idris MZ, Bhushan V, Khanna A, Agarwal M, Singh SK. Study on patient satisfaction in the government allopathic health facilities of Lucknow district, India. Indian J Community Med. 2009;34(1):35-42.

Stepurko T, Pavlova M, Groot W. Overall satisfaction of health care users with the quality of and access to health care services: a cross-sectional study in six Central and Eastern European countries. BMC Health Services Res. 2016 Dec;16(1):342.

Engel GL. How much longer must medicine's science be bound by a seventeenth century world view?. Psychother Psychoso. 1992;57(1-2):3-16.

Roter DL, Hall JA. Doctors talking with patients /patients talking with doctors. Improving communication in medical visits. 2nd edition. Westport: London; Auburn House:1992.

Bensing JJ. Doctor-patient communication and the quality of care: An observation study into affective and instrumental behavior in general practice. 1991 Jun 19.

Doctors in Pakistan give less time to patients. The Express Tribune. Pakistan. November 14, 2017. Available at: https://tribune.com.pk/story/1557407/1-doctors-pakistan-give-less-time-patients/. Accessed 25th November 2019.

Torres A. The Business of healthcare: how patient satisfaction plays a role. ACEOP-RSO. 2017. Available at: https://www.acoep-rso.org/the-fast-track/the-business-of-healthcare-how-patient-satisfaction-plays-a-role/. Accessed 25th November 2019.

Soomro MH, Magsi M, Lahmar O. Patient satisfaction with health care services in outpatient department of a dental college hospital in Pakistan. Update Dent Coll J. 2018 Sep 27;8(1):55-60.