Health management services and patient satisfaction – institutional and patient perspective: a qualitative study in Eastern Nepal

Despite ongoing health reforms, Nepal continues to struggle with significant disparities in healthcare access and quality. This qualitative study explores the experiences and challenges faced by healthcare providers and patients’ satisfaction in Eastern Nepal. Eight Focus Group Discussions were conducted across six public and private healthcare hospitals among health professionals and patients. The discussions were guided by semi-structured interview protocols, which were focused on various aspects of healthcare delivery, including practices, services, and patient-provider interactions. Thematic analysis was employed to identify key themes. The study revealed critical gaps in healthcare service delivery, particularly in public and private hospitals in Eastern Nepal. Key issues included the lack of specialist care, inadequate medical infrastructure, poor management practices, high hospital charges, regional disparities, and longer waiting times, all of which contributed to patient dissatisfaction and reduced care quality. Despite these challenges, nursing care was consistently a strong component of patient satisfaction. Addressing the healthcare disparities in Nepal requires a comprehensive approach that extends beyond policy reform to actual implementation. Enhancing specialist availability through telemedicine, upgrading infrastructure, standardizing patient communication protocols, and expanding health insurance coverage are crucial for enhancing service quality and accountability.