Evaluating Patient Satisfaction with Surgical Care in a Public Tertiary Hospital in Karachi: A Cross-Sectional Study.

Abstract

Objective: To assess patient satisfaction with surgical care at a tertiary care hospital in Karachi and identify key factors
influencing their experience.
Methodology: This descriptive cross-sectional study was conducted at a major public-sector tertiary care hospital in Karachi,
Pakistan during December 2024 to February 2025. A total of 220 patients who underwent elective or emergency
surgeries were recruited using convenience sampling. The Picker Patient Experience Questionnaire (PPE-15), translated
and validated in Urdu, was used to assess patient satisfaction. Data were analyzed using SPSS version 13, and results
were compared with findings from similar international studies.
Results: 65% of patients rated their overall surgical care as good or excellent. Highest satisfaction was seen in doctor –
patient communication (70%) and nursing care (60%). Major areas of dissatisfaction included hygiene (45%) and emergency
department waiting times (50%). Emotional support was inadequate for 40% of patients. Elective surgery patients
reported higher satisfaction (75%) than emergency patients (42%).
Conclusion: Significant gaps exist in surgical care, particularly in hygiene, emergency services, and emotional support.
While communication shows improvement, systemic challenges like overcrowding, poor sanitation, and limited psychological
support persist. Targeted interventions—such as enhanced provider communication training, improved hygiene
practices, streamlined emergency workflows, and better emotional care—are crucial. Emphasizing patient-centered care
is vital to improving satisfaction and trust in resource-limited healthcare systems like Pakistan.

Keywords: Patient satisfaction, surgical care, tertiary hospital, healthcare quality.