Exploring patients' satisfaction with quality healthcare service in public hospitals: An integrated review

Abstract

Patient satisfaction is an important indicator used to assess the quality and effectiveness of healthcare systems. This is especially significant for public hospitals that serve large communities by providing primary care services. High levels of patient satisfaction typically reflect positively on the quality of healthcare services offered by these institutions. This paper aims to integrate a review that combines various research methods to provide a comprehensive view of patient satisfaction with healthcare quality in state-operated hospitals. A comprehensive search was carried out using electronic databases like PubMed, CINAHL, PsycINFO, and Google Scholar to compile and synthesise studies from 2015 to 2025. The PRISMA flowchart was utilized to refine the screening process for relevance and potential inclusion. Main findings of the study demonstrate that (i) the factors determining patient satisfaction include the physical, human, and systemic aspects of healthcare delivery that affect patients' experiences; (ii)factors related to the process impacting patient satisfaction include the method of care delivery and the quality of interactions between healthcare professionals and patients; and (iii) outcomes and perceptions centered around the patient reflect the outcomes of care and the way patients view the efficacy and equity of the healthcare system. Patient satisfaction serves as a multifaceted measure of the quality of healthcare services provided in public hospitals. To enhance satisfaction and health outcomes, public health systems ought to prioritize patient-centered strategies, allocate resources towards infrastructure and human capital, and develop avenues for patient feedback. These initiatives will augment satisfaction, trust, equity, and the overall efficacy of public healthcare.

Keywords: {'name': 'patients; satisfaction; public hospitals; quality of healthcare; patient-centered care; integrative review'}

Authors & affiliations

Nkhensani Florence Mabunda
Sefako Makgatho Health Science University

Deposited references

Supplied references, not a list of publications citing this article.

DOI: 10.1007/s12126-023-09521-0

DOI: 10.31538/cjotl.v4i1.1345

DOI: 10.31586/ujog.2023.784

DOI: 10.1108/IJHCQA-07-2016-0098

DOI: 10.1016/j.glmedi.2025.100198

DOI: 10.1186/s12939-021-01615-y

DOI: 10.1016/j.cegh.2023.101393

DOI: 10.1016/j.ijans.2024.100690

DOI: 10.1108/IJQRM-04-2022-0136

DOI: 10.1016/j.evalprogplan.2023.102251

DOI: 10.5267/j.msl.2019.12.038

DOI: 10.1186/s12913-021-06717-5

DOI: 10.1016/j.joitmc.2025.100482

DOI: 10.54660/.IJFMR.2024.5.2.28-35

DOI: 10.1080/20479700.2022.2112440

DOI: 10.3390/healthcare13070836

Busari, M., & Henry, G. (2025). Impact of hospital environment on patient satisfaction–Studying facility design, cleanliness, noise reduction, and comfort measures.

DOI: 10.1016/j.clinsp.2024.100377

DOI: 10.1186/s12913-024-12002-y

DOI: 10.1097/j.pain.0000000000002975

Costello, N. A. (2025). Hurry up and wait: The politics of homeless housing access in Los Angeles [Doctoral dissertation, University of California, Los Angeles].

DOI: 10.2147/PPA.S496684

DOI: 10.1136/bmjqs-2015-004758

DOI: 10.1177/1744987121997907

DOI: 10.3390/healthcare11060797

DOI: 10.7759/cureus.66007

Goh, M. L., & Vehviläinen-Julkunen, K. (2016). Hospitalised patients' satisfaction with their nursing care: An integrative review. Singapore Nursing Journal, 43(2).

DOI: 10.3390/healthcare13141714

DOI: 10.24912/jm.v28i1.1463

DOI: 10.3390/su16093603

DOI: 10.1177/01945998221126966

DOI: 10.3389/frhs.2023.967199

DOI: 10.1093/inthealth/ihac038

DOI: 10.1177/23743735251334015

DOI: 10.1007/s13132-023-01685-z

DOI: 10.1186/s12877-025-06286-w

DOI: 10.1177/2632084320947559

DOI: 10.3390/healthcare12232402

DOI: 10.1177/1937586718782163

DOI: 10.7759/cureus.52879

DOI: 10.62383/bilangan.v3i1.429

Ndubueze, G., & Ugbor, A. C. The CARE model of healthcare communication: An innovative therapeutic approach to enhancing patient-centered care.

DOI: 10.33546/bnj.3594

DOI: 10.51594/imsrj.v4i2.812

DOI: 10.1136/bmj.n71

DOI: 10.1002/hpm.3375

DOI: 10.3390/healthcare9101369

DOI: 10.1177/19375867221137097

DOI: 10.3992/jgb.10.1.169

DOI: 10.1177/1354067X231156600

DOI: 10.1007/s11846-023-00668-3

DOI: 10.14710/jphtcr.v7i3.24229

DOI: 10.4018/979-8-3693-7210-4.ch015

DOI: 10.1186/s12913-023-10050-4

DOI: 10.26444/aaem/132783

DOI: 10.1080/00185868.2021.1969871

DOI: 10.1111/spsr.12503

Viehoever, S. O. (2025). Relationship between doctor communication and patient satisfaction in inpatient units in California [Doctoral dissertation, Walden University].

DOI: 10.1111/j.1365-2648.2005.03621.x

World Health Organization. (2021). Global patient safety action plan 2021–2030: Towards eliminating avoidable harm in health care. World Health Organization.

DOI: 10.59733/medalion.v4i2.75