Patient-Reported Experiences in Elective Surgery: Satisfaction and Post-Operative Expectations at Georgetown Public Hospital Corporation

Patient-focused care is a growing area of study, particularly in low-resource settings, where disparities in healthcare delivery persist. This study aims to evaluate patient satisfaction and post-operative expectations following elective surgery at Georgetown Public Hospital Corporation (GPHC). The objectives of the study were to assess patient satisfaction and post-operative expectations following elective surgery at GPHC through quantitative and qualitative analysis, to understand and evaluate patient experiences, identify areas for improvement. This cross-sectional, mixed-methods study was conducted at GPHC from July to December 2024. Quantitative data were collected using a structured survey adapted from the HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey. Qualitative data were gathered through semi-structured interviews. Data analysis included descriptive statistics and thematic analysis. Elective surgeries accounted for 54.7% (N=912) of total surgeries at GPHC. Of 268 anticipated participants, 128 were recruited, yielding a response rate of 62.69%. The majority were female (63.3%, N=81), with a mean age of 47 years, and 41.4% (N=53) identified as Afro-Guyanese. Secondary education was the most common (52.3%, N=67), and 57.8% (N=74) had three or more preoperative visits. Overall satisfaction rate was 53.1% with varying satisfaction levels preoperatively, during the hospital stay and the discharge process. Significant negative correlations were found between age and perceptions of cleanliness (Pearson = -0.191*, p = 0.031) and quietness (Pearson = -0.313**, p < 0.001). Areas needing improvement included nurse care (32.8%, N=42), communication (25.8%, N=33), and facility maintenance (15.6%, N=20). While patient satisfaction at GPHC is generally high, there is room for improvement in certain areas, particularly in nursing care, communication, and the physical environment. Addressing these issues could further enhance the quality of care and the overall patient experience, ultimately leading to better outcomes and higher patient satisfaction.