Subjective Evaluation of Health Care Services Provided at Outpatient Clinics of Different Levels of Health Care in Cairo

Abstract

Background: Assessment of client's satisfaction about healthcare services is an important tool for improvement of provided healthcare services as it enables the administrators of healthcare facilities to identify areas of least satisfaction from client's point of view that can helps to make services more effective and efficient. Aim of the work:To assess and compare the degree of patient satisfaction at different levels of health care in Cairo, Egypt.Methods: An analytical cross-sectional study was carried out. The study included 1131 clients to assess their satisfaction about the received healthcare services after completing their visits and before discharge from the facility. Data was collected through patient interview questionnaire which asked about ten domains of patient satisfaction.Results: Of studied participants, 47.7% were in a state of acceptance about overall received medical services while 40.1% were not satisfied. 4.7% were not satisfied at all, 7.4% were satisfied and only 1% was very satisfied about overall healthcare services at outpatient clinics in the study sites. The mean satisfaction score was statistically significant higher among clients attending primary level regarding accessibility, reception service, environment of unit, doctor performance, nurse performance, pharmacy services, patient rights and overall satisfaction. On the other hand mean satisfaction score was statistically significant higher among clients attending tertiary level in comparison to secondary and primary level regarding effectiveness of health care. Conclusion:The majority of participants in our study were not satisfied with overall services in the study sites. Nurse performance, patient rights and continuity of services were the domains of least satisfaction.