Effective communication and empathetic care are the strongest factors influencing patient satisfaction at the University Hospital of the Kwame Nkrumah University of Science and Technology, Kumasi (KNUST), according to a new study published in Health Services Insights.
The researchers found that while patients generally rated the quality of healthcare services positively, communication between healthcare providers and patients, alongside the ability of staff to demonstrate empathy, were the only significant predictors of patient satisfaction.
The study, conducted among 366 outpatients who accessed services at the KNUST University Hospital between November and December 2025, reported a median patient satisfaction score of 75 percent.
Communication and empathy emerged as the most influential factors shaping patients' experiences, outperforming other service quality dimensions such as reliability, responsiveness, assurance and physical infrastructure.
"Communication and empathy were identified as determinants of patient satisfaction," the researchers stated, noting that patients who experienced clear communication and compassionate care were more likely to report positive healthcare experiences.
The study employed a structural equation modelling approach to assess how communication and five dimensions of the widely used SERVQUAL healthcare quality framework influenced patient satisfaction.
Among the service quality dimensions assessed, patients rated the hospital's physical environment and equipment most highly, with tangibility receiving the highest score. Reliability, which measures the ability of healthcare providers to deliver services consistently and accurately, received the lowest rating.
The researchers observed that communication plays a critical role in helping patients understand their health conditions, treatment options and care processes, while empathy enables healthcare professionals to respond effectively to patients' emotional and personal needs.
"Effective communication and empathetic interactions between healthcare professionals and patients can significantly enhance patient satisfaction and strengthen trust in healthcare services," the study concluded.
The researchers further noted that communication did not significantly mediate the relationship between service quality dimensions and patient satisfaction, suggesting that communication independently influences how patients perceive the care they receive.
According to the authors, the findings have important implications for efforts to achieve universal health coverage in Ghana. While investments in infrastructure and healthcare access remain essential, they argue that equal attention should be given to strengthening interpersonal aspects of care.
The study recommends integrating communication and empathy training into health professional education and continuous professional development programmes, as well as routinely monitoring patient satisfaction to identify areas for improvement.
