Patient satisfaction with primary health care services in Qassim province, Sandia Arabia

ABSTRACT

Studies of patient satisfaction towards health services constitute an important element in the extent to which health services received meet consumers expectations and needs. To evaluate the quality of primary health care services in Qassim province, Saudi Arabia from the view of the patients and to determine the relationship between some socio -demographic and medico - administrative factors and patient satisfaction scores of different aspects of care. The present study is a cross - sectional study which was conducted on 1360 [850 urbans and 510 rurals] patients attending PHC centers in Qassim province, Saudia Arabia. They were selected randomly using systematic random sample. Data was collected by well trained students of College of Medical Science, Qassim University by interview technique using a questionnaire sheet adapted from WHO model sheet [1995]. The type of rating scale used was the 4 point quality scale. The overall patient satisfaction to PHC services in Qassim province was relatively low in comparison to that recorded in other Arabian Gulf countries. The scores of satisfaction in urban health centers [76.9%] for most aspects of services were significantly higher than that recorded in rural health centers [70.65%]. In rural health centers, the elderly [98.23%], non Saudi[82.13%] and non employed patients[85 .11%] had recorded a significantly higher level of satisfaction while in urban health centers, illiterates [82.98%], single patients [76.33%] had recorded insignificant higher level of satisfaction and in both urban and rural health centers, patients of university level of education had recorded the lowest score of satisfaction [74.13%,77.33%repectively with significant difference, In both urban and rural health centers, with the increase of waiting time, satisfaction scores decrease while with the increase in consultation time, satisfaction scores increase with significant difference. Patients attending rural health centers reported a lower level of' satisfaction towards many aspects of care and socio demographic and medico administrative variables may have a role in determining the level of patient satisfaction . This study calls for further research to define and measure patient perceptions of health care quality and to remedy the areas that received low level of patient satisfaction through upgrading and development