Patient Satisfaction Through Social Health Insurance: A descriptive cross sectional study

  • Sami ur Rehman Khan Health Services Academy, NIH,Islamabad, Pakistan
  • Shahazad Ali Khan Professor, Health Services Academy, Islamabad, Pakistan
  • Ghulam Murtaza HPTT, Islamabad, Pakistan
  • Saad Asad Health Services Academy, Islamabad, Pakistan
Keywords: Social Health Insurance; Private Hospitals; Public Hospitals; Patient Satisfaction; Patient Perception; Pakistan


Background: Patient satisfaction is a term well followed across the globe yet not explored in Pakistan. With the advent of the public health insurance systems in place as the PMNHP, concepts like patient satisfaction could help further solve problems of our health system shortcomings and make health care delivery systems more efficient. The study was conducted on patients who had utilized PMNHP health insurance for inpatient care at different hospitals of Islamabad and adjoining Rawalpindi.

Methodology: A descriptive cross-sectional study of 134 discharged inpatients of various public and private hospitals of Islamabad and adjoining Rawalpindi selected by universal sampling technique from the secondary data of the PMNHP discharged patients from March 2017 to July 2017. PSQ-18 questionnaire was adopted to collect data from patients to assess their level of satisfaction.

Result: The result concealed that average patient satisfaction was recorded in the PMNHP health insurance inpatient users but overall higher satisfaction was found among patients. Patients’  hospital preference was any hospital either public or private sector hospitals and was neither influenced by their patient satisfaction scores.

Conclusion: The results also reveal that satisfaction relating doctor’s interpersonal manner, communication and time spent with doctors were low. To improve these indices, professional development of the doctors needs to be reinforced.



Akram M., & Khan F.J. (2007). Health Care Services and Government Spending in Pakistan. PIDE Working Papers 2007:32
American Academy of Family Physicians.(2017). Family practice management.
Chan, C.M.H. and Azman, W.A. (2012). Attitudes and role orientations on doctor-patient fit and patient satisfaction in cancer care. Singapore medical journal, 53(1), p.52.
Doetinchem, O., Carrin, G. and Evans, D. (2010). Thinking of introducing social health insurance? Ten questions. World Health Report.
Doyle, C., Lennox, L. and Bell, D. (2013). A systematic review of evidence on the links between patient experience and clinical safety and effectiveness. BMJ open, 3(1), p.e001570.
Golda, N., Beeson, S., Kohli, N. and Merrill, B. (2018). Analysis of the patient experience measure. Journal of the American Academy of Dermatology, 78(4), pp.645-651.
Health Programs Database .(2009). Guidelines for patient satisfaction questionnaire.
Imam, S.Z., Syed, K.S., Ali, S.A., Ali, S.U., Fatima, K., Gill, M., Hassan, M.O., Hashmi, S.H., Siddiqi, M.T., Khan, H.M. and Jameel, O.F. (2007). Patients' satisfaction and opinions of their experiences during admission in a tertiary care hospital in Pakistan–a cross sectional study. BMC Health Services Research, 7(1), p.161.
LaVela, S.L. and Gallan, A. (2014). Evaluation and measurement of patient experience. Patient Experience Journal, 1(1), pp.28-36.
Marshall, G.N. and Hays, R.D. (1994). The patient satisfaction questionnaire short-form (PSQ-18).
Meghani, S.T., Sehar, S. and Punjani, N.S. (2014). Comparison and analysis of health care delivery system: Pakistan versus China. Int J Endorsing Health Sci Res, 2, pp.46-50.
Naseer, M., Zahidie, A. and Shaikh, B.T. (2012). Determinants of patient's satisfaction with health care system in Pakistan: a critical review. Pakistan Journal of Public Health, 2(2), p.52.
Nelson, E.C., Eftimovska, E., Lind, C., Hager, A., Wasson, J.H. and Lindblad, S. (2015). Patient reported outcome measures in practice. Bmj, 350, p.g7818.
Patient-Reported Experience Measures (PREMS).(2015). A Scoping Document to Inform the Evaluation of the NHS Vanguard Sites Providing consultancy and research in health economics for the NHS, pharmaceutical and health care industries since 1986 Patient-Reported Experience Measures (PREMS). YHEC 2015.
Porter, M.E. and Teisberg, E.O. (2004). Redefining competition in health care. Harvard business review, pp.64-77.
Press, I. and Fullam, F. (2011). Patient satisfaction in pay for performance programs. Quality Management in Healthcare, 20(2), pp.110-115.
Schoenfelder, T. (2012). Patient satisfaction: a valid indicator for the quality of primary care. Primary Health Care, 2(4), pp.2167-1079.
Shan, L., Li, Y., Ding, D., Wu, Q., Liu, C., Jiao, M., Hao, Y., Han, Y., Gao, L., Hao, J. and Wang, L. (2016). Patient satisfaction with hospital inpatient care: effects of trust, medical insurance and perceived quality of care. PloS one, 11(10), p.e0164366.
Scheil‐Adlung, X., Carrin, G., Juetting, J. and Xu, K. (2006). What is the impact of social health protection on access to health care, health expenditure and impoverishment? A comparative analysis of three African countries.
Shaikh, B.T. (2015). Private sector in health care delivery: a reality and a challenge in Pakistan. Journal of Ayub Medical College Abbottabad, 27(2), pp.496-498.
Thayaparan, A.J. and Mahdi, E.J. (2013). The Patient Satisfaction Questionnaire Short Form (PSQ-18) as an adaptable, reliable, and validated tool for use in various settings. Medical education online, 18.
The Dawn (2016). PM launches health scheme for the poor – Pakistan. Retrieved from: news/1229970/pm-launches-health-scheme-for-the-poor
UNDP.(2016). Multidimensional Poverty in Pakistan. UNDP.
WHO.( 2005).The Health systems responsiveness analytical guidelines for surveys in the multi-country survey study. Geneva: WHO 2005.
WHO.(2010). Health service delivery: WHO Monitoring the Building Blocks of Health Service System.
How to Cite
Khan, S. ur, Khan, S., Murtaza, G., & Asad, S. (2019). Patient Satisfaction Through Social Health Insurance: A descriptive cross sectional study. International Journal of Perceptions in Public Health, 3(4), 94-103. Retrieved from