An Assessment of Healthcare Services in Jordanian Public Hospitals from the Perspective of COVID-19 Patients in the Aftermath of COVID-19

Abstract

Hospitals faced many challenges during the COVID-19 pandemic when it came to providing healthcare to patients. These obstacles included limited bed availability, shortages of medical equipment and staff, insufficient drug supply, inadequate physical facilities, and a lack of healthy environments. As the pandemic continues into its third year, it has become clear that viruses could remain a permanent part of our lives, leading to a rise in the demand for healthcare services. With this in mind, a study was conducted to investigate the impact of different healthcare service dimensions provided by public hospitals in Jordan on patient satisfaction. The research revealed that reliability, assurance, and responsiveness are the most critical dimensions for patient satisfaction, followed by tangibility and empathy. In addition, the study discovered healthcare service characteristics positively affected patient satisfaction according to the patient's age, gender, and place of treatment. In addition, the study discovered healthcare service dimensions positively affected patient satisfaction according to the patient's age, gender, and place of treatment. In order to improve and manage the healthcare services offered to patients, the study advises public hospital administrators to identify the significance of healthcare service dimensions. Administrators should pay close attention to the dimensions of tangibility and empathy, which are strong yet good, and take into account patient demographic disparities.