A comparative study of Palestinian patient satisfaction with service quality in accredited government and private hospitals in the West bank

Abstract

Background The implementation of accreditation affects healthcare institutions and enhances the quality of care and patient safety. Patient satisfaction is a key indicator in healthcare institutions, serving as a measure of service quality and its impact on patient outcomes. There is a lack of studies examining patient satisfaction with service quality in accredited hospitals in Palestine. Therefore, this study aimed to assess Palestinian patient satisfaction with service quality in accredited government and private hospitals in the West Bank and compare patient satisfaction between these hospitals. Methods A descriptive comparative design was employed, with 150 patients undergoing elective surgeries recruited for the study. Data were collected using a self-reported questionnaire, which included the Service Quality (SERVQUAL) questionnaire and demographic information, between July and August 2023. Results The participants were satisfied with service quality in both hospitals (M = 4.34, SD ± 0.73). The highest-rated dimension was assurance (M = 4.47, SD ± 0.60), while responsiveness received the lowest rating (M = 4.21, SD ± 0.90). Significant differences were found in the dimensions of tangibles, reliability, and empathy (p < 0.05), as well as in responsiveness (p ≤ 0.01) between the two types of hospitals. Patients who stayed longer in the hospital reported higher satisfaction with service quality. Conclusion These findings may motivate policymakers to introduce accreditation programs across all healthcare sectors to improve care quality and ensure patient safety. Furthermore, accredited hospitals should adopt strategies to enhance patient satisfaction with service quality and address the areas with the lowest service ratings.