PATIENT SATISFACTION IN PRIMARY HEALTH CARE CENTERS IN HAIL CITY, SAUDI ARABIA

Abstract

The objectives of this study were to explore the factors contributing to patient Satisfaction in Primary Healthcare Centers (PHCCs) in Hail city, Saudi Arabia. A cross-sectional quantitative survey was conducted using an instrument with valid and reliable properties. Six dimensions of patient satisfaction were identified by factor analysis, with adequate to high levels of internal consistency reliability (Cronbach’s alpha = 0.645 to 0.857). The questionnaire was completed by 453 patients attending six PHCCs in June 2013 with an 83.8% response rate. The overall level of patient satisfaction on a scale from 1 to 5 was indicated by a mean score of 3.60 (95% CI = 3.53, 3.67) comparable with a previous survey of patient satisfaction in Hail city, conducted in 1999. The respondents reported their highest level of satisfaction for the quality of the services provided by the doctors and staff. The lowest level of satisfaction was for access to medical care and the availability of doctors. Different sectors of the population city were not equally satisfied with all aspects of the healthcare services they received. Older patients, especially those in the middle income category, were more satisfied with relationships with doctors and staff. The ease of seeing doctors was perceived to be the highest by the older patients, especially those in the lowest income category. Female patients with limited education perceived they received the highest levels of treatment, diagnosis and outcomes. Patients in the lower income categories perceived they had better access to medical care than patients in the highest income category. These relationships may help healthcare providers to meet the different needs of patients based on their gender, age and socio-economic status.