RESUMO
Measurement of patients satisfaction has clearly become an increasingly important activity for any health care facility as its results can have great impact on the health care organization, its staff and its consumers. The present study was carried out to assess patient satisfaction in medical care received in out-patient clinics of different departments at Alexandria Main University Hospital. A descriptive cross section survey was carried out among out-patient attendance in the hospital. 258 patients from different out-patient clinics attending two shift periods were included .Data were collected by the investigator from patients using a specially designed questionnaire [Short form patient satisfaction questionnaire PSQ-18]. The PSQ 18 yields separate scores for each of seven different subscales: general satisfaction [2 items], Technical Quality [4 items], Interpersonal Manner [2 items], Communication [2 items], Financial Aspects [2 items], Time spent with doctor [2 items], Accessibility and Convenience [4 items]. Five point Likert scale with the corresponding scores was used for each item. The over-all satisfaction score was borderline [2.96]. The highest overall score was observed in the time spent with doctor score while the least was in accessibility and convenience with the services scale [2.5]. The most satisfied age group was those above 60 years with significant statistical difference between different age groups [P=0.011]. The type of work significantly affect the general satisfaction scale with the services provided [P<0.001] non-workers was the least satisfied group. Patients attending special surgery departments were the most satisfied patients [over all score=3.0] with statistical significance difference between them and patients attending other departments [P<0.001]. As regard technical quality, there is significant difference between different educational levels [p=0.002]. The illiterate patients were more satisfied with the technical quality in the out-patient clinics than patients received basic education and the difference is statistically significant [P=0,001]. About satisfaction with physicians communication, there is statistical significance between the educational level and satisfaction of physician's communication [p=0.001]. Illiterate and those just read and write experience the lowest communication satisfaction with physicians. Satisfaction with physicians communication was, statistically significant between the reference group and those received basic education [P=0.001]. Patients attending special internal medicine out-patient clinics complained of low accessibility and convenience with services provided. There was significant statistical difference between general surgery and minor surgery patients and special surgery patients. [P=0.025]. It was concluded that patients were borderline in overall satisfiction with medical care services provided in the out-patients clinics. Physicians have to improve their communication skills