American Journal of Medical Sciences and Medicine
ISSN (Print): 2327-6681 ISSN (Online): 2327-6657 Website: http://www.sciepub.com/journal/ajmsm Editor-in-chief: Apply for this position
Open Access
Journal Browser
Go
American Journal of Medical Sciences and Medicine. 2021, 9(2), 34-42
DOI: 10.12691/ajmsm-9-2-1
Open AccessArticle

Patients’ Satisfaction with Primary Health Care Centers’ Services in Taif, Saudi Arabia (2019)

Amirah Meshal Alrabaie1, and Mohamed Deifallah Alzaydi2

1Family Medicine Program, Ministry of Health, Taif City, Kingdom of Saudi Arabia

2Postgraduate administration, Family Medicine program, MOH, Ta’if, Kingdom of Saudi Arabia

Pub. Date: March 18, 2021

Cite this paper:
Amirah Meshal Alrabaie and Mohamed Deifallah Alzaydi. Patients’ Satisfaction with Primary Health Care Centers’ Services in Taif, Saudi Arabia (2019). American Journal of Medical Sciences and Medicine. 2021; 9(2):34-42. doi: 10.12691/ajmsm-9-2-1

Abstract

Background: Patient satisfaction is considered an essential part in evaluating quality of care and health outcomes. It is a complex relationship between their perceived needs and expectations from the health services received. Objectives: To evaluate the level of satisfaction about primary health care services and determine the relationship between the level of satisfaction and socio-demographic factors of patients attending PHC centers. Methods: A cross-sectional study was conducted in the primary healthcare (PHC) centers, belonging to Ministry of Health (MOH) in Taif city. A multistage random sampling technique was adopted to select a sample of adult patients attending these centers during the study period (Feb-Mar, 2019). Interview Arabic questionnaire was used for collecting data. It consisted of 38 close-ended questions regarding satisfaction with PHC centers` services and 6 specific questions on Socio-demographic characteristics. Results: Three hundreds and seven persons were involved in this study. Females represent 60.2% of them. Those aged between 20 and 40 years represent 61.7% of the participants.Overall, the highest satisfaction score was observed regarding humaneness and communication dimensions (mean score was 2.78 out of 3) while the lowest satisfaction score was observed regarding continuity dimension (mean score was 2.24), health education dimension (mean score was 2.33) and overall dimension (mean score was 2.2). The total patients` satisfaction score ranged between 48 and 110 (out of a maximum possible score of 114. The median score (IQR) was 95 (88-99). Female patients were more satisfied with PHC centers` services than male patients (mean ranks were 177.55 and 156.04, respectively), p=0.047. Married patients were more satisfied with PHC centers` services than singles (mean rank was 186.54 versus 111.25), p<0.001. Concerning educational level, Bachelor/above holders had the highest satisfaction score (mean rank=179.31) while those below secondary school graduated had the lowest score (mean rank=124.96), p=0.025. Retired/not working patients had the highest satisfaction score (mean rank=193.14) while students had the lowest satisfaction score (mean rank=125.73), p<0.001. Conclusion: Overall, patients were satisfied with services provided by PHC centers, Ministry of health in Taif City. However, majority of them thought that the services provided in the center could be better.

Keywords:
patients’ satisfaction primary healthcare quality of care Saudi Arabia

Creative CommonsThis work is licensed under a Creative Commons Attribution 4.0 International License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/

References:

[1]  World Health Organization. ‘Declaration of Alma Ata’, Report on the international conference on primary health care, World Health Organisation, September 1978, http://www.who.int.
 
[2]  Ministry of Health. Health Statistical Year Book. Saudi Arabia: MOH, 2002.
 
[3]  AL-Ahmadi H, Roland M. Quality of primary health care in Saudi Arabia: a comprehensive review. International Journal for Quality in Health Care 2005; Volume 17, Number 4: pp. 331-346.
 
[4]  Jahan S, Al-Saigul AM. Primary health care research in Saudi Arabia: A quantitative analysis. International Journal of Health Sciences 2017 Apr-Jun; 11(2): 1-7
 
[5]  Almalki M, Fitzgerald G, Clark M. Health care system in Saudi Arabia: An overview. East Mediterr Health J 2011; 17: 784-93.
 
[6]  Al-Mazrou YY. Primary health care in Saudi Arabia: Its development and future prospectives. J Family Community Med 2002; 9: 15-6.
 
[7]  Ministry of Health. Health Statistical Year Book 1434H. Kingdom of Saudi Arabia: Ministry of Health; 2013. Available from: http://www.moh.gov.sa/en/Ministry/Statistics/book/ Documents/StatisticsBook-1434.pdf. [Last accessed on 2016 Feb 20].
 
[8]  Al-Abri R, Al-Balushi A. Patient satisfaction survey as a tool towards quality improvement. Oman Medical Journal 2014; 29(1): 3-7.
 
[9]  Iftikhar A, Allah N, Shadiullah K, Habibullah K, Muhammad AR, Muhammad HK. (2011). Predictors of patient satisfaction. Gomal Journal of Medical Sciences 2011; 9(2): 183-188.
 
[10]  Jenkinson C, Coulter A, Bruster S, Richards N, Chandola T. Patients' experience and satisfaction with health care: Results of a questionnaire study of specific aspects of care. Quality Safety Health Care 2003; 11: 335-339.
 
[11]  Bjertnaes OA, Sjetne IS, Iversen HH. Overall patient satisfaction with hospitals: effects of patient-reported experiences and fulfilment of expectations. BMJ QualSaf. 2012 Jan;21(1):39-46. doi: 10.1136/bmjqs-2011-000137.
 
[12]  Ganguly E, Sharma PK. Client satisfaction with quality of health care in a rural area in Southern India. J Public Health Epidemiol. 2014 August; 6(8): 239-245.
 
[13]  Vahdat S, Hamzehgardeshi L, Hessam S; Hamzehgardeshi Z. Patient Involvement in Health Care Decision Making: A Review Iran Red Cres Med J. 2014 January; 16(1): e12454.
 
[14]  Brandenburg LP, Steele GG, Toussaint J, Tyson T. Innovation and best practices in health care scheduling. Discussion paper. Washington, DC: Institute of Medicine, 2015. http://nam.edu/wpcontent/uploads/2015/06/SchedulingBestPractices.pdf.
 
[15]  AlNemer KA, Al-Homood IA, AlNemer AA, Alshaikh OM, Alsaidan MA, Alzahrani AT. Multicenter study of factors affecting patient’s satisfaction visiting primary health care clinics in Riyadh, Saudi Arabia. Fam Med MedSci Res 2015, 4:2
 
[16]  Almoajel A, Fetohi E, AmaniAlshamrani A. Patient Satisfaction with primary health care in Jubail City, Saudi Arabia. World Journal of Medical Sciences 2014; 11 (2): 255-264.
 
[17]  Laschinger HS, Hall LM, Pedersen C, Almost J. A psychometric analysis of the patient satisfaction with nursing care quality questionnaire: an actionable approach to measuring patient satisfaction. J Nurs Care Qual, 2005; 20(3): 220-30.
 
[18]  Hemadeh R, Hammoud R, Kdouh O, Jaber T, Ammar L. Patient satisfaction with primary healthcare services in Lebanon. Int J Health Plann Manage. 2018 Sep 26.
 
[19]  Alshammari F. Patient satisfaction in primary health care centers in Hail city, Saudi Arabia. American Journal of Applied Sciences 2014; 11 (8): 1234-1240.
 
[20]  Mohamed EY, Sami W, Alotaibi A, Alfarag A, Almutairi A, Alanzi F. Patients’ Satisfaction with Primary Health Care Centers’ Services, Majmaah, Kingdom of Saudi of Saudi Arabia. International Journal of Health Sciences, Qassim University 2015; 9(2): 163-170.
 
[21]  Al-Eisa IS, Al-Mutar MS, Radwan MM, Al-Terkit AM. Patients’ satisfaction with primary health care services at capital health region, Kuwait. Middle East Journal of family medicine 2005; 3(3): 10-16.
 
[22]  HarutyunyanT, Demirchyan A, Thompson M V. Petrosyan V. Patient satisfaction with primary care in Armenia: good rating of bad services?. Health Services Management Research 2010; 23(1): 12-17.
 
[23]  Wetmore S, Boisvert L, Graham E. Hall S, Hartley T, Wright L, et al. Patient satisfaction with access and continuity of care in a multidisciplinary academic family medicine clinic. Canadian Family Physician, 2014; 60: e231-36.
 
[24]  Raghunath E, Vijayalakshmi S, Sathagurunath PA. Satisfaction at primary health centers in Puducherry, The Health Agenda. Oct, 2013; 1(4):1-4.
 
[25]  Tahiri Z, Toçi E, Rrumbullaku L, Hoti K, Roshi E, Burazeri G. Patients’ evaluation of primary health care services in Gjilan region. Kosovo Journal of Public Health (Oxford, England), 2014; 36(1), 161-169.
 
[26]  AbdSa'adoon A, Hussien AH, Museher TR. Patients' satisfaction for health care services at Thi-qar province. Iraq Thi-Qar Medical Journal (TQMJ), 2008; 2(1): 39-45.
 
[27]  Gajovic G, Kocic S, Radovanovic S, Llic B, Milosavljevic M, Radevic S, et al. Satisfaction of users in primary health care. Health MED. 2012; 6(12): 4185-4193.
 
[28]  Al-azmi SF, Mohammed AM, Hanafi MI. Patients' satisfaction with primary health care in Kuwait after electronic medical record implementation. J Egypt Public Health Assoc, 2006; 81(5&6): 278-300.
 
[29]  Alotaibi M, Alazemi T, Alazemi F, Bakir Y. Patient satisfaction with primary health-care services in Kuwait. Int J NursPract. 2015 Jun; 21(3): 249-57.
 
[30]  Al-Sakkak MA, Al-Nowaiser NA, AlKhashan HI, Al-Abdrabulnabi AA, Jaber RM. Patient satisfaction with primary health care services. Saudi Med J, 2008; 29(3): 432-6.
 
[31]  Margolis SA, AL-Mmarzouq I S, Reve T, Reed RL. Patient satisfaction with Quality in Health Care. Primary health care services in the United Arab Emirates International Journal, 2003;3(6):241-249.
 
[32]  Salem SA. Patient Satisfaction with Primary Health Care Services in Qassim Province, Saudi Arabia. Egyptian Journal of Community Medicine. 2010; 28(3) 89-108.