Patient Satisfaction with Mental Health Services in Public and Private Tertiary Care Hospitals of Peshawar: A Cross-Sectional Study
DOI:
https://doi.org/10.52206/jsmc.2025.15.4.1101Abstract
Background: Patient satisfaction serves as a vital indicator of healthcare quality, reflecting how well patient expectations and needs are met during care. In the field of mental health, satisfaction is particularly important as it directly influences treatment adherence, recovery outcomes, and long-term engagement with services.
Objective: This study aimed to assess and compare patient satisfaction with mental health services in public and private tertiary care hospitals of Peshawar.
Methodology: A descriptive cross-sectional study was conducted from 17th March to 30th June 2024 across three public and three private tertiary care hospitals in Peshawar. A total of 310 patients were selected using a stratified random sampling technique. Patient satisfaction was assessed using a validated satisfaction tool designed for low-income countries (Cronbach’s alpha = 0.89). Data were analyzed using SPSS version 20, with descriptive statistics, frequencies, and percentages reported. One-way ANOVA and post hoc tests were applied to compare differences across hospitals, with a significance level of p < 0.05.
Results: The mean age of participants was 26 years (SD ± 11.53), with 66.8% males and 33.2% females. Urban residents comprised 56.8% of respondents, while 43.2% were from rural areas. Educational levels ranged from illiterate (19%) to graduates/postgraduates (23.5%). Overall satisfaction was slightly higher in private hospitals (79.99%) than in public hospitals (77.14%). The highest satisfaction was observed at Northwest General Hospital (87.11%), while the lowest was at Lady Reading Hospital (71.74%). ANOVA results revealed significant inter-hospital differences in service quality (p < 0.05), particularly in waiting times, communication, and accessibility.
Conclusion: Patients reported higher satisfaction with private sector hospitals compared to government hospitals, largely due to better facilities, reduced waiting times, and greater resource availability. Strengthening public mental health infrastructure, improving staff training, and addressing financial and accessibility barriers are recommended to enhance overall patient satisfaction.
Keywords: Healthcare quality, Mental health services, Patient satisfaction, Public vs. private hospitals, Tertiary care.
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