Assessing indoor patient satisfaction in public healthcare settings: A study of sub-divisional and district hospitals in Dakshin Dinajpur District, West Bengal, India

Client satisfaction is a pivotal aspect of healthcare services, influencing patient well-being and lives. Assessing patient satisfaction is essential for identifying areas for improvement and optimizing patient care. This study aimed to evaluate patient satisfaction with healthcare services provided at Sub-Divisional and District Hospitals in Dakshin Dinajpur district. A cross-sectional study was conducted among 300 indoor patients (150 from each hospital) selected randomly from Balurghat District Hospital and Gangarampur Sub-Division Hospital. Responses were collected through interviews using a pre-designed and pre-tested questionnaire. Patient satisfaction was assessed across eight dimensions: emergency counter, doctor service, nursing staff service, group D staff service, privacy, medicine and test, cleanliness, and drinking water and diet.Satisfaction levels ranged from 43% (Emergency Counter) to 63% (Doctor Care and Free Test Services), highlighting areas for improvement.Rural patients consistently reported higher satisfaction levels than urban patients across various services, including Emergency Counter, Doctor Service, and Nursing Staff Service. Educational qualification, income, religion, sex, and age significantly impacted patient satisfaction, with illiterate, lower-income, and Muslim patients generally reporting higher satisfaction levels. Patient satisfaction with cleanliness (47-55%) and doctor communication with family members (34%) was relatively low, indicating a need for improvement. The linear regression model explained only 1.6% of the variation in overall satisfaction, suggesting that other factors not included in the model may be influencing patient satisfaction. This study provides valuable insights into patient satisfaction with healthcare services in public hospitals. The findings can inform quality improvement initiatives and policy decisions aimed at enhancing patient satisfaction and healthcare service quality. Recommendations for improving patient satisfaction and healthcare service quality are discussed.