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Abstract

Objectives: This study was conducted to explore patients' expectations and perceptions of private healthcare facilities, understand the key factors influencing their choice of such facilities, also identify elements that enhance patient satisfaction and loyalty, enabling the development of actionable recommendations to improve patient-centered care in private healthcare settings. Method: A qualitative study using thematic analysis was conducted with 29 patients from various nationalities and backgrounds who received services in private hospitals in Kuwait, including Dar Al Shifa Hospital. Insights were gathered through semi-structured interviews. Results: The study delved into the significant correlation between patients' experience of their healthcare encounters and their subsequent loyalty to healthcare providers or facilities. It underscores the pivotal role of communication by care providers within private hospitals in shaping these experiences. Additionally, the study explores the impact of physicians' race or nationality on the patient-physician relationship, nursing care, and hospital ambiance in shaping patient experiences and loyalty. This research seems to provide significant insights into the multifaceted nature of patient experiences and their association with the attributes of healthcare providers. Discussion: The study findings align with global literature emphasizing the role of communication, nursing care, and ambiance in patient satisfaction. The findings underscore the importance of cultural compatibility in patient-physician relationships, particularly when shared racial or ethnic backgrounds enhance trust and communication. Conclusion: This study has emphasized the role of patient experience in building trust and loyalty in healthcare organizations.

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Creative Commons License
This work is licensed under a Creative Commons Attribution-Noncommercial-No Derivative Works 4.0 License.

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