UNVEILING THE ESSENCE OF HEALTHCARE STAFF TRAINING, STAFF PERFORMANCE, AND PATIENT SATISFACTION IN THE HEALTHCARE SECTOR OF PAKISTAN

Abstract

Well-trained healthcare staff are essential for meeting patient needs and improving satisfaction. In Pakistan, challenges such as disease burden, limited resources, and population growth underscore the urgency of workforce development. A shortage of skilled professionals, particularly in rural areas, exacerbates care disparities and patient dissatisfaction. This investigation was conducted at Allied Hospital, the largest public- sector hospital in Faisalabad Division, affiliated with Faisalabad Medical University. The study employed a purposive sampling technique and a cross-sectional design for data collection. A total of 348 valid questionnaires were completed and analyzed, achieving an impressive response rate of approximately 72%. Data analysis was performed by using Partial Least Squares Structural Equation Modeling (PLS-SEM), with mediation effects examined through the Baron & Kenny (1998) four-step approach. The findings confirm that healthcare staff training (HST) significantly enhances both staff performance (SP) and patient satisfaction (PS). A well-trained workforce improves service quality, thereby fostering greater patient satisfaction. Additionally, staff performance partially mediates the relationship between HST and PS, underscoring its critical role in the healthcare sector. Aligned with Human Capital Theory, these results emphasize that investing in staff development strengthens human capital, leading to improved organizational efficiency and patient care. Healthcare institutions must prioritize continuous training and performance management to ensure sustainable advancements in service delivery and patient satisfaction.