Patient’s Satisfaction : Insight into Access to Service , Interpersonal Communication and Quality of Care Issues

Abstract

Objective: To assess patient satisfaction and expectations from the family medicine department at a newly established public sector hospital in Riyadh. Methodology: A cross sectional study. Pre tested, pre designed, well structured questionnaire written in English with Arabic translation was administered to randomly selected volunteer patients, who presented to family medicine clinics of a tertiary care hospital from February to March 2014. A total of 148 anonymously completed questionnaires were returned to the investigator. Data were analyzed using SPSS-21 and the results expressed as counts and percentages. Results: The overall level of patient satisfaction on a Likert scale from 1 to 5 was indicated by a mean score of 3.84 ± 1.27 for pre-consultation process and 4.63 ± 0.75 for process of consultation by family physicians. The highest satisfaction was with family physicians who clearly explained what is wrong before giving any treatment (4.72 mean points) and the lowest for availability of reading material in the waiting room (2.93 mean points). Conclusion: Consultation by family physicians followed by nursing services were highly satisfactory whereas the satisfaction score and written comments of some of the participants reflected a need to improve some infrastructure and administrative aspects.

<p>Satisfaction of Outpatient Service Consumers and Associated Factors Towards the Health Service Given at Jimma Medical Center, South West Ethiopia</p>

“…This study achieved a response rate of 96.6%. This is significantly higher than the majority of similar studies 31–33. A study done34 in rural Bengal had a 93.5% response rate.…”

Patients' assessment of quality of care in public tertiary hospitals with and without accreditation: comparative cross‐sectional study

“…Studies show that patient satisfaction and participation improved when they perceive that healthcare providers’ communication behaviours are positive (Clever et al . , Al Odhayani & Khawaja , Azizam & Shamsuddin ). Our findings appeared similar to the findings in one of the studies reviewed by Greenfield and Braithwaite () showing that there is need for doctors to improve interpersonal skills, access, availability and patient information.…”

“…The results suggest that there is a need for healthcare providers to provide needed information consistently so that patients may be able to make decisions and participate in their therapeutic management. Studies show that patient satisfaction and participation improved when they perceive that healthcare providers' communication behaviours are positive (Clever et al 2008, Al Odhayani & Khawaja 2014, Azizam & Shamsuddin 2015. Our findings appeared similar to the findings in one of the studies reviewed by Greenfield and Braithwaite (2008) showing that there is need for doctors to improve interpersonal skills, access, availability and patient information.…”

Attitude of Physicians Toward Patient Experience in Primary Health Care Settings, Riyadh, Saudi Arabia

“…Regarding managerial support, it is shown that perceived supervisor support positively influences patient experience through perceived organizational support and advocacy for employees [28]. Patient Experience and PHC in KSA Locally, the importance of practitioner-patient interaction and its influence on the care experience has been highlighted in the study) [29]. Also, [30] found that a patient's trust in a PHC is strongly associated with effective and clear communication between a patient and Physician.…”