Objective This study aims to assess the quality of healthcare services at the University Hospital of the West Indies (UHWI), a quasi-public hospital, compared to public hospitals in Jamaica, examining both patient and clinician perceptions. Methods This cross-sectional study included one hundred patients (30 males, 70 females) aged 22 to 95, and 52 clinicians (29 females, 23 males) from 10 hospitals, comprising UHWI and nine public hospitals, were surveyed. Quality assessment encompassed structural adequacy, time management, privacy protection, competency, and healthcare standards. Data collection occurred through both interview-administered and self-administered questionnaires. Statistical analysis was then done using the chi-square test. Results Clinicians at UHWI perceived structural adequacy differently than public hospitals, with 63% (n=10) agreeing on cubicle space sufficiency at UHWI versus disagreement among public hospital clinicians. Consultation times were varied, with longer durations reported at UHWI. Privacy concerns were more pronounced among UHWI patients. Overall, patient satisfaction was higher at public hospitals (n=56.80%) compared to UHWI (n=15.50%). Conclusion The study compared healthcare quality and patient satisfaction between quasi-public and public hospitals in Jamaica. Contrary to expectations, healthcare quality was the same between the two types of hospitals. Patients at public hospitals reported higher satisfaction levels, challenging the assumption that paying for services correlates with higher satisfaction. The study underscores the complexity of assessing healthcare quality. It suggests that investments in resources and service delivery are needed across all hospitals to improve patient experiences and outcomes in Jamaica.
Keywords: healthcare quality; jamaica; patient experience; patient satisfaction; public hospitals; university hospital of the west indies (uhwi).
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