EVALUATING PROFESSIONALISM, EMPATHY, AND PATIENT SATISFACTION IN CLINICAL ENCOUNTERS: A CROSS-SECTIONAL STUDY AT ALI ABAD TEACHING HOSPITAL, KABUL, AFGHANISTAN

Abstract

Background: Physician professionalism and empathy are critical in shaping patient satisfaction and trust, particularly in post-conflict, low-resource healthcare settings. However, these factors often face challenges in environments like Afghanistan, where systemic limitations affect patient care. This study aimed to evaluate the impact of professionalism and empathy on patient satisfaction at Ali Abad Teaching Hospital, Kabul. Methodology: A cross-sectional study was conducted with 50 physicians and 300 patients at Ali Abad Teaching Hospital. Physicians completed a modified version of the Jefferson Scale of Physician Empathy (JSPE), while patients filled out the Patient Satisfaction Questionnaire Short-Form (PSQ-18). Data were analyzed using SPSS to assess satisfaction scores and levels of professionalism and empathy. Results: The study found that professionalism and empathy had a positive impact on patient satisfaction, with high satisfaction rates in financial transparency (85.3%) and interpersonal interactions (80.3%). The overall patient satisfaction rate was 82.5%. Physicians reported strong performance in professionalism and empathy, with mean scores of 4.63 for professionalism and trust, 4.40 for patient-centered communication, and 4.33 for empathy and emotional understanding. However, areas such as time spent with doctors showed room for improvement, with a lower satisfaction score of 81.0%. Conclusion: Strengthening physician-patient communication and empathy is essential for enhancing patient satisfaction in resource-limited settings, with implications for improving care quality in post-conflict healthcare environments.