Quality of Care, Physician–Patient Communication,  and Patient Satisfaction: A Cross-Sectional Study in Selected Hospitals of Dhaka City, Bangladesh

Mst. Labony  Khatun; Shah Ehsan Habibb

doi:10.18502/jsbch.v9i2.20263

Mst. Labony Khatun Department of Sociology and Anthropology, Shanto-Mariam University of Creative Technology, Uttara, Dhaka 1230, Bangladesh
Shah Ehsan Habibb Australian College of Community and Health Services, Parramatta, NSW 2150, Australian

DOI: https://doi.org/10.18502/jsbch.v9i2.20263

Keywords: Physician-patient relations, Patient satisfaction, Communication, Quality of care, Hospitals

Abstract

Background: Physician-patient relationships play an important role in the delivery of high-quality medical care. There are many concerns reported by patients about service quality, communication with healthcare providers, and overall hospital experiences in Bangladesh. Despite government efforts to improve public hospital management in Bangladesh, patient-centered care remains overlooked. This study assesses care quality, physician–patient communication, and factors influencing patient satisfaction.

Methods: This study used a quantitative approach. Data were collected from 125 outdoor patients from two public hospitals. Survey interviews were conducted using a structured questionnaire based on convenience sampling. Moreover, multiple logistic regression was used to determine the predictors of patient satisfaction in relation to care quality and physician–patient communication. Statistical significance is determined by P > 0.05.

Results: A total of 125 patients (45.6% male, 54.4% female) were analyzed (mean age = 26.62; SD=5.95). The mean score of patients' satisfaction with quality of care and physician-patient communication were 2.56 and 2.49, respectively, indicating lower satisfaction. The majority (60%) of patients reported that doctors did not attentively listen, with 64.8% had consultations lasting less than five minutes. Multivariate analysis revealed that long ticket collection times (p=0.01), and seeing 3-4 patients (p=0.02) at once significantly lower patient’s satisfaction level. Further analysis showed that listening attentively (p=0.00), providing prescription explanations (p=0.04), discussing prescriptions with patients (p=0.04), and allowing longer consultation times (p=0.00) were key factors influencing patients’ satisfaction with physician–patient communication.

Conclusion: The findings call for policies that foster patient-centered care by improving staff attitudes, consultation time, ethical oversight, and access to essential medicines to enhance trust and satisfaction in public healthcare.