Evaluating Patient-Centered Care in Tertiary Hospitals: Insights from the Picker Patient Experience Model

Abstract

Patient-centered care has emerged as a critical determinant of healthcare quality and organizational performance in emerging economies such as Pakistan, where tertiary healthcare institutions face substantial operational, infrastructural, and resource constraints. This study aimed to investigate the influence of the Picker Patient Experience (PPE) Model dimensions on overall patient satisfaction, while examining the mediating role of perceived service quality in tertiary care hospitals in Karachi. A quantitative, cross-sectional, and non-experimental research design was employed. Sample size was 272. A structured questionnaire on a five-point Likert scale was used. Partial Least Squares Structural Equation Modelling was run to assess the hypothesized relationships among constructs. Findings indicate that coordination of care was negatively associated with overall patient satisfaction, although it was positively associated with perceived service quality. In contrast, emotional support, information and education, and physical comfort significantly and positively influenced both perceived service quality and overall patient satisfaction, with physical comfort emerging as the strongest predictor. Furthermore, perceived service quality exerted a significant positive effect on overall patient satisfaction, confirming its mediating role within the proposed framework. However, continuity and transition, involvement of family and friends, and respect for patient preferences did not produce statistically significant relationships with either perceived service quality or overall patient satisfaction. The findings provide valuable insights for healthcare managers and policymakers to enhance service delivery, optimize patient-centered care practices, and improve patient satisfaction outcomes in tertiary care settings.