Assessing patient perceptions and satisfaction with the implementation of patient-centered care at King Faisal Hospital, Rwanda

Abstract

INTRODUCTION: Patient-centered care (PCC) emphasizes respectful communication, shared decision-making, and responsiveness to patient needs. Evidence on PCC implementation in Rwanda remains limited. This study assessed PCC implementation at King Faisal Hospital by examining patients’ awareness of their diagnosis and treatment, involvement in decisions, understanding of patient rights, and satisfaction with key care elements.

METHODS: A cross-sectional study was conducted from January to March 2024 among 171 patients proportionally sampled from 648 hospital admissions across departments. Data were collected using a structured 52-item questionnaire based on PCC domains, and descriptive statistics were used to summarize patient responses.

RESULTS: Patients reported strong diagnostic and treatment awareness (93% knew their diagnosis; 95% understood their admission reason) and high involvement in care decisions (91%). Satisfaction with end-of-life care involvement was similarly high (92%). Significant gaps emerged in cost communication, with only 41% informed about treatment costs and 40% about hospitalization costs. Nurse call responsiveness scored lowest (33%). Pain management and cleanliness showed relatively higher satisfaction levels (≥78%). The overall PCC score was 77%, below the 80% benchmark.

CONCLUSION: King Faisal Hospital demonstrates notable strengths in patient engagement, diagnostic communication, and end-of-life care. However, improvements are needed in cost transparency, awareness of rights, infection-control education, and staff responsiveness to enhance PCC implementation and the overall patient experience.