Patient Satisfaction in Multi-Specialty Hospitals: A Comparative Study

Abstract

Patient satisfaction has become a critical indicator of healthcare quality, particularly in multi-specialty hospitals where a wide range of medical services are delivered under one roof. This study examines the key determinants of patient satisfaction and presents a comparative analysis between public and private multi-specialty hospitals using secondary data from empirical studies and survey-based findings. The research identifies major influencing factors, including clinical care quality, staff behaviour, waiting time, infrastructure, affordability, administrative efficiency, and billing transparency. The findings reveal that while clinical care remains the most significant determinant, non-clinical aspects play a crucial role in shaping overall patient experience. Private hospitals demonstrate higher satisfaction levels (88–92%) due to better infrastructure, responsiveness, and service efficiency, whereas public hospitals perform better in affordability but lag in service delivery and administrative processes (70–78%). The study concludes by recommending the adoption of patient-centred care practices, digitalization, and continuous service quality improvements to enhance overall healthcare delivery.