Patient experience and satisfaction with a healthcare system: connecting the dots

Kumah, Emmanuel

doi:10.1080/20479700.2017.1353776

Cited by 31 publications

(30 citation statements)

References 27 publications

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“…Overall patient satisfaction was therefore associated with providers’ and physicians’ communication skills. This aligns with findings of a strong correlation between overall patient satisfaction and physician–patient communication ( 30 , 31 ) and highlights the importance of communication skills, such as respect for patients and knowing about patients’ diseases and living conditions. Effective communication between health providers and patients has the potential to enhance patient satisfaction and health outcomes, and several studies have demonstrated that patients’ satisfaction plays a role in compliance with medical advice, follow-ups and even improvements in health ( 32 – 34 ).…”

Section: Discussionsupporting

confidence: 86%

Experiences and Satisfaction of Patients with Non-Communicable Diseases with Current Care in Primary Health Care Centres in Saudi Arabia

Hazazi

Wilson

2022

Journal of Patient Experience

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Primary healthcare centres (PHCs) play a pivotal role in chronic disease care and prevention and therefore in the experience and satisfaction of patients with non-communicable diseases (NCDs). This survey examined the experiences and satisfaction of 315 Patients with NCDs receiving care from PHCs. Participants were from attendees at Ministry of Health PHCs in Riyadh, Saudi Arabia. Findings indicate that most patients were satisfied with the care they received and confirmed the importance of providers’ and physicians’ communication skills in this. There was a lack of evidence of managed care, including patient involvement in disease management suggesting that steps are needed to empower patients to take a greater role in disease management. This study emphasises the important role of physicians in providing patients with information and empowering them to access community health facilities for self-managed care. This study also indicates a need to strengthen the primary health care system's focus on care beyond PHCs.

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Section: Discussionsupporting

confidence: 86%

Experiences and Satisfaction of Patients with Non-Communicable Diseases with Current Care in Primary Health Care Centres in Saudi Arabia

Hazazi

Wilson

2022

Journal of Patient Experience

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“…The results of this study revealed that the overall patient satisfaction determined using the patient experience tool has a strong association which can be predicted by physician's communication skills and the type of PHC visited. These findings were consistent with those of previous studies, which found that 3 communication skills were strongly associated with overall ratings, namely, the physician's abilities to listening carefully, show respect, and answer patient's questions (10). Currently, the main challenge faced by the Saudi healthcare system is the underutilization of PHCs, which is attributed to the high number of international physicians.…”

Section: Discussion and Conclusion Discussionmentioning

confidence: 99%

“…Patients who have positive experiences with PHC are also more likely to indicate that a good quality of care has been provided. Kumah identified a strong correlation between physician–patient communication and overall patient satisfaction (10).…”

Section: Introductionmentioning

confidence: 99%

Health-Care Reform in Saudi Arabia: Patient Experience at Primary Health-Care Centers

Senitan

Gillespie

2019

Journal of Patient Experience

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The aim of this study was to assess the relationship between patients’ demographics, the quality of physician–patient communication, care coordination, and the overall satisfaction rating in primary health-care centers (PHCs). A cross-sectional study was conducted using a patient experience tool. A convenience sample of 157 patients visiting PHCs were retrieved from 10 out of the 13 Saudi regions. A total of 81% of the overall ratings could be attributed to the predictors included in the model. The highest predictor of the overall rating in this model was physicians answering of patient questions, followed by time spent with the physician, type of PHC, and the abilities of the physician to listen carefully, explain things clearly, and show respect. The weakest predictors were follow-up by the health-care provider and physician’s knowledge of the patient’s medical history. Our findings suggest that to improve the overall patient experience and the quality of care at PHCs requires extra attention to physician–patient communication. To improve quality, safety, and efficiency, the Ministry of Health should ensure interpretation service for patients at PHCs either public or private. The Saudi Central Board for Accreditation of Healthcare Institutions should enhance the physician–patient communication as part of their standards for accrediting PHCs.

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“…Patient Satisfaction is the overall understanding of patients about the quality of health care services that can be sought from their point of view to identify dissatisfaction factors and take action to address the problem. In general, patients' satisfaction level is inversely related to their level of expectations of the system, so that increasing the level of expectations leads to lower levels of satisfaction [12]. Private hospitals have a fierce competition for attracting the patients, and like any other competitive environment, they want to differentiate themselves in their clients' minds and make sure their patients leave the hospital satisfied [13].…”

Section: Introductionmentioning

confidence: 99%

Ranking of hospitals in the case of COVID-19 outbreak: A new integrated approach using patient satisfaction criteria

Shirazi

Kia

Ghasemi

2020

International Journal of Healthcare Management

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Since December 2019, a new virus, called the Corona Virus Disease-2019 (COVID-19), triggers pneumonia outbreak from Wuhan across China, which now poses major health threats to public health. According to the World Health Organization, the death rate of this virus has been 3.4%. Hospitals are the most important element of the health care system during an outbreak like COVID 19. The main goal of hospitals is to provide high quality care to patients and meet their needs and expectations during an outbreak like COVID 19. The hospital must provide high quality services to meet patients' needs. Expectations are therefore one of the most important determinants of patients' or their families' evaluation of service quality, and accurate understanding of customer expectations is the most important step in defining and delivering high quality services. In this study, using the FAHP-PROMETHEE hybrid approach, we will rate hospitals in Sari city of Iran in terms of patient satisfaction during the outbreak of COVID 19. Therefore, first, patient satisfaction factors are identified under normal conditions and then patient satisfaction factors are identified during the outbreak of COVID 19 and hospitals are ranked under normal conditions and during the outbreak of COVID 19 using FAHP-PROMETHEE approach.

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Patient experience and satisfaction with a healthcare system: connecting the dots

Cited by 31 publications

References 27 publications

Experiences and Satisfaction of Patients with Non-Communicable Diseases with Current Care in Primary Health Care Centres in Saudi Arabia

Experiences and Satisfaction of Patients with Non-Communicable Diseases with Current Care in Primary Health Care Centres in Saudi Arabia

Health-Care Reform in Saudi Arabia: Patient Experience at Primary Health-Care Centers

Ranking of hospitals in the case of COVID-19 outbreak: A new integrated approach using patient satisfaction criteria

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