9 J Gandhara Nurs Alli Health Sci
JGNAHS
January - June 2025
:
:
https://doi.org/10.37762/jgnahs.148
ORIGINAL ARTICLE
DETERMINING PATIENT SATISFACTION WITH NURSING CARE AT KHALIFA GULNAWAZ AND
DISTRICT HEADQUARTER HOSPITAL BANNU PAKISTAN
Saira1 , Saira Bibi2, Nafis Un Nisa3, Ayesha Ihsan4, Attiq Ur Rehman5, Muhammad Rizwan6, Muhammad Uzair7
ABSTRACT
OBJECTIVES
The objective of this study was to determine the level of patient satisfaction
with nursing care at Khalifa Gul Nawaz and District Head Quarter Hospitals
in Bannu, Pakistan, and identify factors influencing satisfaction, such as
communication, professionalism, and care environment. Additionally, the
study aimed to compare patient satisfaction levels between the two hospitals
to highlight areas for improvement in nursing care.
METHODOLOGY
A cross-sectional study was conducted using a structured questionnaire to
collect data from 300 patients. The questionnaire included Likert scale items
to evaluate various aspects of nursing care, including communication, patient
education, and respect for privacy. Data were analyzed using descriptive
statistics and inferential tests to compare satisfaction levels.
RESULTS
The results indicated a moderate level of satisfaction overall. KGN Hospital
had slightly higher satisfaction levels compared to District Head Quarter
Hospital. Key factors influencing satisfaction included nursing staff
communication, attentiveness, and professionalism. Patients at Khalifa Gul
Nawaz rated these factors more positively. However, both hospitals showed
areas for improvement, particularly in patient education and responsiveness
to patient needs.
CONCLUSION
Patient satisfaction with nursing care at Khalifa Gul Nawaz and District
Headquarter Hospitals in Bannu is moderate, with notable differences
between the two institutions. Improving communication, staff training, and
patient education could enhance satisfaction levels. Continuous monitoring
and quality improvement initiatives are recommended to address these issues
and improve patient care outcomes.
KEYWORDS: Patient Satisfaction, Nursing Care, Healthcare Quality
How to cite this article
Saira, Bibi S, Nisa NU, Ihsan A,
Rehman AU, Rizwan M, etal.
Determining Patient Satisfaction with
Nursing Care at Khalifa Gulnawaz and
District Headquarter Hospital Bannu
Pakistan. J Gandhara Nurs Alli Health
Sci. 2025;5(1): 9-13
Date of Submission:
Date Revised:
Date Acceptance:
1Nursing Student, Government
College of Nursing, Bannu
2Nursing Student, Government
College of Nursing, Bannu
3Nursing Student, Government
College of Nursing, Bannu
4Nursing Student, Government
College of Nursing, Bannu
6RN Officer District Head Quarter
Hospital, MTI, Bannu
7Assistant Professor, District Head
Quarter Hospital, MTI, Bannu
Correspondence
5Attiq Ur Rehman, Head of Quality
and Patient Safety Department, MTI
Bannu
+92-346-9116236
attiqurrehman66@gmail.com
INTRODUCTION
Patient satisfaction is a common measure for assessing
the quality of healthcare, providing insights into
patients’ experiences and opinions. Globally, many
organizations conduct patient satisfaction surveys to
improve healthcare services by considering patients’
views. For example, a landmark city-wide patient
satisfaction survey in Hong Kong in 2010 provided a
baseline for understanding patients' perceptions at a
macro level. However, some studies, including those
on ambulatory and audiology care, faced
methodological challenges as their tools were often
based on researchers' criteria rather than patients’. This
discrepancy has sparked debates on the validity of
survey instruments and suggests the need for
assessment tools responsive to patients’ values.1 In the
U.S., the American Nursing Association (ANA)
defines patient satisfaction in nursing as patients'
responses to nursing care received in hospitals. This
measure reflects both the patients’ experience and the
quality of hospital treatment. Patient satisfaction is
influenced by multiple factors, including treatment
quality, nursing communication skills, resource
availability, and continuity of care. Nursing care
quality has a significant role in shaping patient
attitudes, as nurses’ accessibility during hospital stays
often directly impacts patients well -being and
satisfaction. High patient satisfaction influences the
hospital’s reputation and is critical for patient retention
and performance ratings.2 Patient satisfaction also
impacts healthcare policies and business strategies.
Satisfied patients tend to have better health outcomes,
adhere to treatment plans, and maintain long-term
relationships with healthcare providers. Healthcare
organizations and policymakers focus on quality
service delivery to achieve high patient satisfaction
levels, which are essential for healthcare success and
sustainability.3,4 Quality healthcare services are
particularly challenging in developing countries where
resources are often limited, influencing patient
satisfaction due to patients’ reliance on healthcare
08-12-2024
10-01-2025
12-01-2025
10January - June 2025
professionals’ skills and service management practices.
In China, patient satisfaction played a crucial role in
evaluating the success of healthcare reforms. The 2009
reform aimed to make public hospitals more accessible
and efficient by reducing the burden on secondary and
tertiary hospitals. However, issues like overcrowding
and uneven distribution of healthcare resources
between rural and urban areas continued to affect
patient satisfaction, as patients in rural areas often have
limited access to skilled providers and medical
facilities.5, 6 The past decades have seen an increasing
focus on patients’ opinions in healthcare systems
worldwide. Measures of quality healthcare services are
now often linked to patient satisfaction, especially in
pay-for- performance programs. Effective
measurement tools must differentiate between patient
experience, satisfaction, and engagement to ensure
patients’ views are appropriately integrated into
healthcare models. A case study in Lebanon suggests
that incorporating patient satisfaction into healthcare
initiatives can enhance pay-for-performance programs,
helping providers align services with patients’ needs
and person-centered goals. This shift underscores the
importance of patients’ experiences and perspectives in
achieving high-quality care.7,8 Patient satisfaction in
mental health care has also been explored, especially
regarding the effects of voluntary and involuntary
admissions. Switzerland, with one of Europe’s highest
rates of involuntary admissions, investigated how these
experiences influence psychiatric patients’ perceptions
of care. Findings suggest that both types of admissions
impact patient satisfaction and highlight the importance
of addressing coercive experiences in mental health
treatment.9,10 In Saudi Arabia, patient satisfaction
reflects not only clinical outcomes but also cultural
expectations around communication, respect, and
healthcare delivery. Cultural values like respect and
trust significantly shape patients’ evaluations of care,
as seen in Ministry of Health hospitals where
satisfaction levels mirror broader societal
expectations.11,12,13 Despite the importance of patient
satisfaction in healthcare quality, current tools often
fail to reflect patients' values and cultural expectations.
Many instruments are researcher-driven, limiting their
validity. Resource-limited settings also face challenges
like uneven resource distribution and inadequate
patient-centered tools, highlighting the need for
culturally sensitive assessment methods.8,9
Understanding patient satisfaction is key to improving
J Gandhara Nurs Alli Health Sci
care delivery, especially in resource-constrained
environments. This study addresses gaps in current
methodologies by identifying factors influencing
satisfaction in tertiary care hospitals. It aligns with
global efforts to promote patient-centered care and
improve healthcare sustainability.9,13 This study helps
in understanding the satisfaction of patients with
tertiary care settings, which may guide policymakers
and providers in the improvement of services. It places
an emphasis on nursing care, communication, and
resources as essential elements in determining
satisfaction, to design culturally appropriate tools and
influence healthcare policies to improve outcomes.
METHODOLOGY
The convenience sampling method was adopted in this
cross-sectional descriptive study, where a sample size
of 300 was calculated using the WHO sample size
calculator based on a 50% response rate, a 5% margin
of error, and a 95% confidence level. Participants
consisted of patients who were 18 years and older,
admitted for at least 24 hours to tertiary care hospitals
in Bannu, and could understand the language of the
questionnaire, with care being provided by registered
nurses. The exclusion criteria consisted of patients with
cognitive or sensory impairments or communication
challenges. Data were collected using a self-
administered questionnaire available in English and
Urdu, distributed via Google Forms. The questionnaire
was pre-tested in a pilot study to ensure validity and
reliability, yielding a Cronbach's alpha of 0.76.
Informed consent was obtained from all participants
prior to data collection. Descriptive statistics was used
to present the demographic profile of the participants
by frequencies and percentages. Satisfaction levels of
the patients were assessed through the scores of
satisfaction items in the questionnaire. The data, after
being approved by the Government College of Nursing
Bannu, were analyzed and presented graphically in
Microsoft Excel to make it accurate and clear.
RESULTS
The target was 300 for the survey. However, a total of
99.7% consented to being involved in the survey. With
respect to age, 22.3% were within 18-25 years, 18.3%
were between 26-35 years, 26.7% between 36-45
years, 16.3% between 46-55 years, and the rest 16.3%
are above 56 years of age. Therefore, this will bring
about the required spread that could help trace how
satisfaction differs during various phases of life.
Majority of the participants were females, at 61.7%,
and 38.3% males, a reflection of gender distribution
among patients in the selected healthcare settings.
Education level: there was a significant difference, as
62.7% of respondents had no formal education, while
23.3% had primary education, 6% had completed
secondary education, 2.7% higher secondary education,
3% were graduates, and 2.3% had postgraduate
qualifications. The largest group, 75.3%, was
unemployed, followed by 11.3% employed individuals.
Determining Patient Satisfaction with Nursing Care at Khalifa Gulnawaz
professionals’ skills and service management practices.
In China, patient satisfaction played a crucial role in
evaluating the success of healthcare reforms. The 2009
reform aimed to make public hospitals more accessible
and efficient by reducing the burden on secondary and
tertiary hospitals. However, issues like overcrowding
and uneven distribution of healthcare resources
between rural and urban areas continued to affect
patient satisfaction, as patients in rural areas often have
limited access to skilled providers and medical
facilities.5, 6 The past decades have seen an increasing
focus on patients’ opinions in healthcare systems
worldwide. Measures of quality healthcare services are
now often linked to patient satisfaction, especially in
pay-for- performance programs. Effective
measurement tools must differentiate between patient
experience, satisfaction, and engagement to ensure
patients’ views are appropriately integrated into
healthcare models. A case study in Lebanon suggests
that incorporating patient satisfaction into healthcare
initiatives can enhance pay-for-performance programs,
helping providers align services with patients’ needs
and person-centered goals. This shift underscores the
importance of patients’ experiences and perspectives in
achieving high-quality care.7,8 Patient satisfaction in
mental health care has also been explored, especially
regarding the effects of voluntary and involuntary
admissions. Switzerland, with one of Europe’s highest
rates of involuntary admissions, investigated how these
experiences influence psychiatric patients’ perceptions
of care. Findings suggest that both types of admissions
impact patient satisfaction and highlight the importance
of addressing coercive experiences in mental health
treatment.9,10 In Saudi Arabia, patient satisfaction
reflects not only clinical outcomes but also cultural
expectations around communication, respect, and
healthcare delivery. Cultural values like respect and
trust significantly shape patients’ evaluations of care,
as seen in Ministry of Health hospitals where
satisfaction levels mirror broader societal
expectations.11,12,13 Despite the importance of patient
satisfaction in healthcare quality, current tools often
fail to reflect patients' values and cultural expectations.
Many instruments are researcher-driven, limiting their
validity. Resource-limited settings also face challenges
like uneven resource distribution and inadequate
patient-centered tools, highlighting the need for
culturally sensitive assessment methods.8,9
Understanding patient satisfaction is key to improving
J Gandhara Nurs Alli Health Sci
care delivery, especially in resource-constrained
environments. This study addresses gaps in current
methodologies by identifying factors influencing
satisfaction in tertiary care hospitals. It aligns with
global efforts to promote patient-centered care and
improve healthcare sustainability.9,13 This study helps
in understanding the satisfaction of patients with
tertiary care settings, which may guide policymakers
and providers in the improvement of services. It places
an emphasis on nursing care, communication, and
resources as essential elements in determining
satisfaction, to design culturally appropriate tools and
influence healthcare policies to improve outcomes.
METHODOLOGY
The convenience sampling method was adopted in this
cross-sectional descriptive study, where a sample size
of 300 was calculated using the WHO sample size
calculator based on a 50% response rate, a 5% margin
of error, and a 95% confidence level. Participants
consisted of patients who were 18 years and older,
admitted for at least 24 hours to tertiary care hospitals
in Bannu, and could understand the language of the
questionnaire, with care being provided by registered
nurses. The exclusion criteria consisted of patients with
cognitive or sensory impairments or communication
challenges. Data were collected using a self-
administered questionnaire available in English and
Urdu, distributed via Google Forms. The questionnaire
was pre-tested in a pilot study to ensure validity and
reliability, yielding a Cronbach's alpha of 0.76.
Informed consent was obtained from all participants
prior to data collection. Descriptive statistics was used
to present the demographic profile of the participants
by frequencies and percentages. Satisfaction levels of
the patients were assessed through the scores of
satisfaction items in the questionnaire. The data, after
being approved by the Government College of Nursing
Bannu, were analyzed and presented graphically in
Microsoft Excel to make it accurate and clear.
RESULTS
The target was 300 for the survey. However, a total of
99.7% consented to being involved in the survey. With
respect to age, 22.3% were within 18-25 years, 18.3%
were between 26-35 years, 26.7% between 36-45
years, 16.3% between 46-55 years, and the rest 16.3%
are above 56 years of age. Therefore, this will bring
about the required spread that could help trace how
satisfaction differs during various phases of life.
Majority of the participants were females, at 61.7%,
and 38.3% males, a reflection of gender distribution
among patients in the selected healthcare settings.
Education level: there was a significant difference, as
62.7% of respondents had no formal education, while
23.3% had primary education, 6% had completed
secondary education, 2.7% higher secondary education,
3% were graduates, and 2.3% had postgraduate
qualifications. The largest group, 75.3%, was
unemployed, followed by 11.3% employed individuals.
Determining Patient Satisfaction with Nursing Care at Khalifa Gulnawaz
11 J Gandhara Nurs Alli Health Sci
JGNAHS
January - June 2025
Students accounted for 9%, retired participants for 4%,
and housewives for another 11.3%. These figures
provide insights into the socioeconomic diversity of the
respondents, helping to contextualize their satisfaction
levels in relation to their backgrounds.
Table 1: Sociodemographics
Variables Category Frequency (%)
Age 18-25 22.3
26-35 18.3
36-45 26.7
46.55 16.3
56 Above 16.3
Gender Males 38.3
Females 61.7
Education
Level
No Formal Education 62.7
Primary Education 23.3
Secondary Education 06
Higher Secondary
Education
2.7
Graduate 03
Postgraduate 2.3
Occupation Employed 11.3
Unemployed 75.3
Students 09
Of the patients, 27.3% reported that nurses always
explained procedures clearly, 35.7% sometimes, and
6% never. Regarding time spent addressing issues,
14.7% felt very satisfied, 32% satisfied, and 5.7% very
unsatisfied. Comfort with asking questions was felt by
12.7% as very comfortable, 29.7% comfortable, and
4% very uncomfortable (Figure 1). Professionalism
was rated as excellent by 14.3%, good by 23.3%, and
poor by 6%. For privacy, 25.7% said it was always
respected, 30.7% sometimes, and 5.7% never. Overall
care satisfaction was rated very satisfied by 13%,
neutral by 30.7%, and very dissatisfied by 5.3%
(Figure 2).
Figure 1: How comfortable did you feel asking questions to the
nurse?
Pain management satisfaction was very high for 14.3%,
average for 30.3%, and very low for 6%. Comfort
during stay was always felt by 21.7%, sometimes by
34%, and never by 4.3%. Empathy was always felt by
20.7% and rarely by 22.7%. Drug explanations were
always provided for 21.7% and sometimes for 33.3%.
Family communication was always effective for 23.3%
and sometimes for 33.7% (Figure 3).
Figure 2: How satisfied are you with the overall care provided by
the nursing practitioner?
Care expectations were exceeded for 16.3% and unmet
for 12.7%. Overall nursing experience was rated
excellent by 18%, average by 33.3%, and very poor by
6%. Nurse communication was excellent for 17.7% and
fair for 41.1%. Diagnosis explanation was clear for
33.8% and unclear for 50.2%. Decision-making
involvement was reported by 33.8% and not felt by
50.2%. Finally, technical skills were rated as excellent
by 19.1% and poor by 10.4%.
Figure 3: Did the nurse explain the medications and their side
effects clearly?
DISCUSSION
The study results point out significant patterns in
patient satisfaction with nursing care, which are
consistent with previous research findings. The fact
that 99.7% of the respondents who agreed to participate
in the study indicates the importance of this topic for
patients in the chosen healthcare settings. The
demographic diversity of the respondents, with a
predominance of females (61.7%) and a majority
without formal education (62.7%), reflects the
sociodemographic characteristics typical of the
healthcare context in developing regions. Similar
trends have been observed in other studies,
emphasizing how cultural and educational backgrounds
influence patient expectations and perceptions of
Determining Patient Satisfaction with Nursing Care at Khalifa Gulnawaz
JGNAHS
January - June 2025
Students accounted for 9%, retired participants for 4%,
and housewives for another 11.3%. These figures
provide insights into the socioeconomic diversity of the
respondents, helping to contextualize their satisfaction
levels in relation to their backgrounds.
Table 1: Sociodemographics
Variables Category Frequency (%)
Age 18-25 22.3
26-35 18.3
36-45 26.7
46.55 16.3
56 Above 16.3
Gender Males 38.3
Females 61.7
Education
Level
No Formal Education 62.7
Primary Education 23.3
Secondary Education 06
Higher Secondary
Education
2.7
Graduate 03
Postgraduate 2.3
Occupation Employed 11.3
Unemployed 75.3
Students 09
Of the patients, 27.3% reported that nurses always
explained procedures clearly, 35.7% sometimes, and
6% never. Regarding time spent addressing issues,
14.7% felt very satisfied, 32% satisfied, and 5.7% very
unsatisfied. Comfort with asking questions was felt by
12.7% as very comfortable, 29.7% comfortable, and
4% very uncomfortable (Figure 1). Professionalism
was rated as excellent by 14.3%, good by 23.3%, and
poor by 6%. For privacy, 25.7% said it was always
respected, 30.7% sometimes, and 5.7% never. Overall
care satisfaction was rated very satisfied by 13%,
neutral by 30.7%, and very dissatisfied by 5.3%
(Figure 2).
Figure 1: How comfortable did you feel asking questions to the
nurse?
Pain management satisfaction was very high for 14.3%,
average for 30.3%, and very low for 6%. Comfort
during stay was always felt by 21.7%, sometimes by
34%, and never by 4.3%. Empathy was always felt by
20.7% and rarely by 22.7%. Drug explanations were
always provided for 21.7% and sometimes for 33.3%.
Family communication was always effective for 23.3%
and sometimes for 33.7% (Figure 3).
Figure 2: How satisfied are you with the overall care provided by
the nursing practitioner?
Care expectations were exceeded for 16.3% and unmet
for 12.7%. Overall nursing experience was rated
excellent by 18%, average by 33.3%, and very poor by
6%. Nurse communication was excellent for 17.7% and
fair for 41.1%. Diagnosis explanation was clear for
33.8% and unclear for 50.2%. Decision-making
involvement was reported by 33.8% and not felt by
50.2%. Finally, technical skills were rated as excellent
by 19.1% and poor by 10.4%.
Figure 3: Did the nurse explain the medications and their side
effects clearly?
DISCUSSION
The study results point out significant patterns in
patient satisfaction with nursing care, which are
consistent with previous research findings. The fact
that 99.7% of the respondents who agreed to participate
in the study indicates the importance of this topic for
patients in the chosen healthcare settings. The
demographic diversity of the respondents, with a
predominance of females (61.7%) and a majority
without formal education (62.7%), reflects the
sociodemographic characteristics typical of the
healthcare context in developing regions. Similar
trends have been observed in other studies,
emphasizing how cultural and educational backgrounds
influence patient expectations and perceptions of
Determining Patient Satisfaction with Nursing Care at Khalifa Gulnawaz
12J Gandhara Nurs Alli Health Sci
JGNAHS
January - June 2025
care.14,15 The findings on patient satisfaction with nurse
communication and professionalism reinforce existing
literature. For example, 27.3% of patients reported that
nurses always explained procedures clearly, while
35.7% stated this was done sometimes. Clear
communication is an essential element for patient-
centered care, supported by Serrano-Guerrero et al.,
where effective communication is noted as an essential
determinant of satisfaction.15 Yet, that only 6% of
patients ever received clear explanations means there is
a need for focused interventions in improving practices
of communication. Privacy and empathy were the most
common themes that appeared in this study. About
25.7% of the respondents said that their privacy was
always respected, while 20.7% said that they always
felt empathy from the nurses. This finding is consistent
with Keshtkar et al., who found a strong relationship
between practitioner empathy and patient
satisfaction.17,18 This calls for more empathetic care in
nursing practices, especially in resource-poor settings.
On the other hand, a number of respondents
appreciated the management of pain and comfort while
in the hospital with 14.3% and 21.7% rating very high,
respectively. However, many patients reported that
their experiences were just average or even poor, thus
showing gaps in delivering consistent care. In the same
manner, Christi et al. observed that the quality of
nursing care varies significantly and largely depends on
individual competencies of nurses and institutional
support.14 A portion of the respondents reported that the
overall care experience and technical skills of nurses
were evaluated as excellent, at 18% and 19.1%,
respectively. On the other hand, more than half of the
patients reported that diagnoses and decision-making
processes were not clearly explained, which represents
a significant barrier to achieving optimal satisfaction
levels. This is consistent with Brickner et al. findings,
where professional values and technical competencies
are noted to significantly shape perceptions of the
quality of nursing care.16 The study also showed
variations in satisfaction with nurse-patient
communication, where 17.7% rated it excellent but
41.1% considered it fair. Effective communication not
only impacts satisfaction but also influences treatment
adherence, as highlighted in multiple studies.14,17
Addressing these gaps through tailored training
programs and institutional policies could enhance
satisfaction outcomes. The present study affirms other
related literatures concerning patient satisfaction and
provides unique features for challenges faced by a
resource-constrained setting healthcare. This should
provide more meaningful information, and empathy,
communication, and privacy focus will likely greatly
enhance the outcomes for both patients' satisfaction and
health service providers.
LIMITATIONS
The study on patient perceptions of nursing care has
limitations, including a small, potentially
unrepresentative sample, self-reporting bias, and
response bias. The questionnaire may not capture the
full patient experience, and temporal bias could affect
results. Other factors like past healthcare experiences,
staff turnover, and medical complexity may influence
satisfaction. Future research should address these
factors for more accurate insights.
CONCLUSIONS
From the data above, it can be assumed that no matter
what is happening in regards to nursing care, many
things should be made better. Of any of the suggestions
to better patient satisfaction and outcomes, nurses can
make a difference by improving communication,
empathy, and professionalism. For instance, the nurses
should clearly explain medical procedures and
medication to the patients, spend sufficient time
communicating with the patients to answer their
concerns, show pity and compassion towards the
patients, give priority to patient comfort and dignity,
and make decisions regarding their care involving
patients. With an equilibrium on these aspects, nurses
can increase the satisfaction and outcomes of their
patients and provide care that meets the requirements
of the patients and their families. Moreover, education
and training of nurses need to be ongoing to enhance
their communication with patients, empathy towards
them, and technical knowledge.
CONFLICT OF INTEREST: None
FUNDING SOURCES: None
REFERENCES
1. Ng, J. H., & Luk, B. H. (2019). Patient satisfaction: Concept
analysis in the healthcare context. Patient Education and
Counseling, 102(4), 790-796
2. Mulugeta, H., Wagnew, F., Dessie, G., Biresaw, H., &
Habtewold, T. D. (2019). Patient satisfaction with nursing care
in Ethiopia: A systematic review and meta-analysis. BMC
Nursing, 18(1), 1-12.
3. Manzoor, F., Wei, L., Hussain, A., Asif, M., & Shah, S.(2019).
Patient satisfaction with health care services; an application of
physician’s behavior as a moderator. International Journal of
Environmental Research and Public Health, 16(18), 3318.
4. Fang, J., Liu, L., & Fang, P. (2019). What is the most important
factor affecting patient satisfaction? A study based on gamma
coefficient. Patient Preference and Adherence, 515-525.
5. Wang, X., Chen, J., Burström, B., & Burström, K. (2019).
Exploring pathways to outpatients’ satisfaction with health care
in Chinese public hospitals in urban and rural areas using
patient- reported experiences. International Journal for Equity
in Health, 18(1), 1-13.
Determining Patient Satisfaction with Nursing Care at Khalifa Gulnawaz
JGNAHS
January - June 2025
care.14,15 The findings on patient satisfaction with nurse
communication and professionalism reinforce existing
literature. For example, 27.3% of patients reported that
nurses always explained procedures clearly, while
35.7% stated this was done sometimes. Clear
communication is an essential element for patient-
centered care, supported by Serrano-Guerrero et al.,
where effective communication is noted as an essential
determinant of satisfaction.15 Yet, that only 6% of
patients ever received clear explanations means there is
a need for focused interventions in improving practices
of communication. Privacy and empathy were the most
common themes that appeared in this study. About
25.7% of the respondents said that their privacy was
always respected, while 20.7% said that they always
felt empathy from the nurses. This finding is consistent
with Keshtkar et al., who found a strong relationship
between practitioner empathy and patient
satisfaction.17,18 This calls for more empathetic care in
nursing practices, especially in resource-poor settings.
On the other hand, a number of respondents
appreciated the management of pain and comfort while
in the hospital with 14.3% and 21.7% rating very high,
respectively. However, many patients reported that
their experiences were just average or even poor, thus
showing gaps in delivering consistent care. In the same
manner, Christi et al. observed that the quality of
nursing care varies significantly and largely depends on
individual competencies of nurses and institutional
support.14 A portion of the respondents reported that the
overall care experience and technical skills of nurses
were evaluated as excellent, at 18% and 19.1%,
respectively. On the other hand, more than half of the
patients reported that diagnoses and decision-making
processes were not clearly explained, which represents
a significant barrier to achieving optimal satisfaction
levels. This is consistent with Brickner et al. findings,
where professional values and technical competencies
are noted to significantly shape perceptions of the
quality of nursing care.16 The study also showed
variations in satisfaction with nurse-patient
communication, where 17.7% rated it excellent but
41.1% considered it fair. Effective communication not
only impacts satisfaction but also influences treatment
adherence, as highlighted in multiple studies.14,17
Addressing these gaps through tailored training
programs and institutional policies could enhance
satisfaction outcomes. The present study affirms other
related literatures concerning patient satisfaction and
provides unique features for challenges faced by a
resource-constrained setting healthcare. This should
provide more meaningful information, and empathy,
communication, and privacy focus will likely greatly
enhance the outcomes for both patients' satisfaction and
health service providers.
LIMITATIONS
The study on patient perceptions of nursing care has
limitations, including a small, potentially
unrepresentative sample, self-reporting bias, and
response bias. The questionnaire may not capture the
full patient experience, and temporal bias could affect
results. Other factors like past healthcare experiences,
staff turnover, and medical complexity may influence
satisfaction. Future research should address these
factors for more accurate insights.
CONCLUSIONS
From the data above, it can be assumed that no matter
what is happening in regards to nursing care, many
things should be made better. Of any of the suggestions
to better patient satisfaction and outcomes, nurses can
make a difference by improving communication,
empathy, and professionalism. For instance, the nurses
should clearly explain medical procedures and
medication to the patients, spend sufficient time
communicating with the patients to answer their
concerns, show pity and compassion towards the
patients, give priority to patient comfort and dignity,
and make decisions regarding their care involving
patients. With an equilibrium on these aspects, nurses
can increase the satisfaction and outcomes of their
patients and provide care that meets the requirements
of the patients and their families. Moreover, education
and training of nurses need to be ongoing to enhance
their communication with patients, empathy towards
them, and technical knowledge.
CONFLICT OF INTEREST: None
FUNDING SOURCES: None
REFERENCES
1. Ng, J. H., & Luk, B. H. (2019). Patient satisfaction: Concept
analysis in the healthcare context. Patient Education and
Counseling, 102(4), 790-796
2. Mulugeta, H., Wagnew, F., Dessie, G., Biresaw, H., &
Habtewold, T. D. (2019). Patient satisfaction with nursing care
in Ethiopia: A systematic review and meta-analysis. BMC
Nursing, 18(1), 1-12.
3. Manzoor, F., Wei, L., Hussain, A., Asif, M., & Shah, S.(2019).
Patient satisfaction with health care services; an application of
physician’s behavior as a moderator. International Journal of
Environmental Research and Public Health, 16(18), 3318.
4. Fang, J., Liu, L., & Fang, P. (2019). What is the most important
factor affecting patient satisfaction? A study based on gamma
coefficient. Patient Preference and Adherence, 515-525.
5. Wang, X., Chen, J., Burström, B., & Burström, K. (2019).
Exploring pathways to outpatients’ satisfaction with health care
in Chinese public hospitals in urban and rural areas using
patient- reported experiences. International Journal for Equity
in Health, 18(1), 1-13.
Determining Patient Satisfaction with Nursing Care at Khalifa Gulnawaz
13 J Gandhara Nurs Alli Health Sci
JGNAHS
January - June 2025
LICENSE: JGMDS publishes its articles under a Creative Commons Attribution Non-Commercial Share-Alike license (CC-BY-NC-SA 4.0).
COPYRIGHTS: Authors retain the rights without any restrictions to freely download, print, share and disseminate the article for any lawful purpose.
It includes scholarlynetworks such as Research Gate, Google Scholar, LinkedIn, Academia.edu, Twitter, and other academic or professional networking sites.
6. Karlsson, A. C., Gunningberg, L., Bäckström, J., & Pöder, U.
(2019). Registered nurses’ perspectives of work satisfaction,
patient safety, and intention to stay – A double‐edged sword.
Journal of Nursing Management, 27(7), 1359-1365.
7. Khalife, J., Ekman, B., Ammar, W., El-Jardali, F., Al Halabi,
A., Barakat, E., & Emmelin, M. (2023). Exploring patient
perspectives: A qualitative inquiry into healthcare perceptions,
experiences, and satisfaction in Lebanon. PLOS ONE, 18(8).
8. Orrange, S., Patel, A., Mack, W. J., & Cassetta, J. (2021).
Patient satisfaction and trust in telemedicine during the
COVID-19 pandemic: Retrospective observational study. JMIR
Human Factors, 8(2), e28589.
9. Silva, B., Bachelard, M., Bonsack, C., Golay, P., & Morandi, S.
(2023). Exploring patients’ feeling of being coerced during
psychiatric hospital admission: A qualitative study. Psychiatric
Quarterly, 94(3), 411- 434.
10. Al-Harajin, R. S., Al-Subaie, S. A., & Elzubair, A. G. (2019).
The association between waiting time and patient satisfaction in
outpatient clinics: Findings from a tertiary care hospital in
Saudi Arabia. Journal of Family and Community Medicine,
26(1), 17-22.
11. Umoke, M., Umoke, P. C., Nwimo, I. O., Nwalieji, C. A.,
Onwe, R. N., Emmanuel, I. N., & Samson, O. A. (2020).
Patients’ satisfaction with quality of care in general hospitals in
Ebonyi State, Nigeria, using SERVQUAL theory. SAGE Open
Medicine, 8, 2050312120945129.
12. Walsh, S., O’Neill, A., Hannigan, A., & Harmon, D. (2019).
Patient-rated physician empathyand patient satisfaction during
pain clinic consultations. Irish Journal of Medical Science
(1971-), 188(4), 1379-1384.
13. Will, K. K., Johnson, M. L., & Lamb, G. (2019). Team- based
care and patient satisfaction in the hospital setting A systematic
review. Journal of Patient-Centered Research and Reviews,
6(2).
14. Christi V, Christian A, Valand S, Gohil D. Patient Satisfaction
Regarding Quality Nursing Care. RGUHS Journal of Nursing
Sciences. 2024;14(1).
15. Serrano-Guerrero J, Bani-Doumi M, Chiclana F, Romero FP,
Olivas JA. How satisfied are patients with nursing care and
why? A comprehensive study based on social media and
opinion mining. Informatics for Health and Social Care. 2024
Jan 2;49(1):14-27.
16. Brickner S, Fick K, Panice J, Bulthuis K, Mitchell R, Lancaster
R. Professional values and nursing care quality: A descriptive
study. Nursing ethics. 2024 Aug;31(5):699-713.
17. Wang Y, Wang C, Yang Z, Tang Y, Chen W, Zheng Y, Wei Z,
Li H. Latent profile analysis of empathy ability and its
relationship with professional quality of life among hospice
nurses in China. BMC Nurs. 2024 Sep 16;23(1):658.
18. Keshtkar L, Madigan CD, Ward A, Ahmed S, Tanna V,
Rahman I, Bostock J, Nockels K, Wang W, Gillies CL, Howick
J. The effect of practitioner empathy on patient satisfaction: a
systematic review of randomized trials. Annals of Internal
Medicine. 2024 Feb;177(2):196-209
CONTRIBUTORS
1. Saira - Data Acquisition
2. Saira Bibi - Concept & Design
3. Nafis Un Nisa - Data Analysis/Interpretation
4. Aysha Ihsan - Data Acquisition
5. Attiq Ur Rehman - Supervision; Final Approval
6. Muhammad Rizwan - Critical Revision; Supervision
7. Muhammad Uzair - Drafting Manuscript; Critical Revision
Determining Patient Satisfaction with Nursing Care at Khalifa Gulnawaz
JGNAHS
January - June 2025
LICENSE: JGMDS publishes its articles under a Creative Commons Attribution Non-Commercial Share-Alike license (CC-BY-NC-SA 4.0).
COPYRIGHTS: Authors retain the rights without any restrictions to freely download, print, share and disseminate the article for any lawful purpose.
It includes scholarlynetworks such as Research Gate, Google Scholar, LinkedIn, Academia.edu, Twitter, and other academic or professional networking sites.
6. Karlsson, A. C., Gunningberg, L., Bäckström, J., & Pöder, U.
(2019). Registered nurses’ perspectives of work satisfaction,
patient safety, and intention to stay – A double‐edged sword.
Journal of Nursing Management, 27(7), 1359-1365.
7. Khalife, J., Ekman, B., Ammar, W., El-Jardali, F., Al Halabi,
A., Barakat, E., & Emmelin, M. (2023). Exploring patient
perspectives: A qualitative inquiry into healthcare perceptions,
experiences, and satisfaction in Lebanon. PLOS ONE, 18(8).
8. Orrange, S., Patel, A., Mack, W. J., & Cassetta, J. (2021).
Patient satisfaction and trust in telemedicine during the
COVID-19 pandemic: Retrospective observational study. JMIR
Human Factors, 8(2), e28589.
9. Silva, B., Bachelard, M., Bonsack, C., Golay, P., & Morandi, S.
(2023). Exploring patients’ feeling of being coerced during
psychiatric hospital admission: A qualitative study. Psychiatric
Quarterly, 94(3), 411- 434.
10. Al-Harajin, R. S., Al-Subaie, S. A., & Elzubair, A. G. (2019).
The association between waiting time and patient satisfaction in
outpatient clinics: Findings from a tertiary care hospital in
Saudi Arabia. Journal of Family and Community Medicine,
26(1), 17-22.
11. Umoke, M., Umoke, P. C., Nwimo, I. O., Nwalieji, C. A.,
Onwe, R. N., Emmanuel, I. N., & Samson, O. A. (2020).
Patients’ satisfaction with quality of care in general hospitals in
Ebonyi State, Nigeria, using SERVQUAL theory. SAGE Open
Medicine, 8, 2050312120945129.
12. Walsh, S., O’Neill, A., Hannigan, A., & Harmon, D. (2019).
Patient-rated physician empathyand patient satisfaction during
pain clinic consultations. Irish Journal of Medical Science
(1971-), 188(4), 1379-1384.
13. Will, K. K., Johnson, M. L., & Lamb, G. (2019). Team- based
care and patient satisfaction in the hospital setting A systematic
review. Journal of Patient-Centered Research and Reviews,
6(2).
14. Christi V, Christian A, Valand S, Gohil D. Patient Satisfaction
Regarding Quality Nursing Care. RGUHS Journal of Nursing
Sciences. 2024;14(1).
15. Serrano-Guerrero J, Bani-Doumi M, Chiclana F, Romero FP,
Olivas JA. How satisfied are patients with nursing care and
why? A comprehensive study based on social media and
opinion mining. Informatics for Health and Social Care. 2024
Jan 2;49(1):14-27.
16. Brickner S, Fick K, Panice J, Bulthuis K, Mitchell R, Lancaster
R. Professional values and nursing care quality: A descriptive
study. Nursing ethics. 2024 Aug;31(5):699-713.
17. Wang Y, Wang C, Yang Z, Tang Y, Chen W, Zheng Y, Wei Z,
Li H. Latent profile analysis of empathy ability and its
relationship with professional quality of life among hospice
nurses in China. BMC Nurs. 2024 Sep 16;23(1):658.
18. Keshtkar L, Madigan CD, Ward A, Ahmed S, Tanna V,
Rahman I, Bostock J, Nockels K, Wang W, Gillies CL, Howick
J. The effect of practitioner empathy on patient satisfaction: a
systematic review of randomized trials. Annals of Internal
Medicine. 2024 Feb;177(2):196-209
CONTRIBUTORS
1. Saira - Data Acquisition
2. Saira Bibi - Concept & Design
3. Nafis Un Nisa - Data Analysis/Interpretation
4. Aysha Ihsan - Data Acquisition
5. Attiq Ur Rehman - Supervision; Final Approval
6. Muhammad Rizwan - Critical Revision; Supervision
7. Muhammad Uzair - Drafting Manuscript; Critical Revision
Determining Patient Satisfaction with Nursing Care at Khalifa Gulnawaz