Author:
Ibrahim S Al-Eisa (1), Manal S Al-Mutar (2),
Maged M Radwan (3), Adel M Al-Terkit (4)
(1)Head of Primary
Health Care at Capital Health Region,
(2) Sawaber Health Center,
(3) Preventive Health Department,
(4) Head of Preventive Health
Department, Primary Care
Capital Health Region, Ministry of Health, Kuwait
Correspondence:
Ibrahim Al-Eisa, (R.C.G.P.)
P.O. Box : 13061 Kaifan Postal Code:71951
Tel: (965)2541428
Fax: (965)2552358
E-mail: magedradwan@hotmail.com
ABSTRACT
Objective: To evaluate patients'
satisfaction with Primary Health Care Centers' (PHCCs)
services at Capital Health Region.
Subjects and Methods: A cross sectional
survey using an Arabic language questionnaire was conducted
between January and August 2003. The questionnaire included
socio-demographic characteristics as well as the overall
and differential satisfaction with the different aspects
of services in the PHCC at Capital Health Region rated
from 1- 5 points ranged from very dissatisfied through
to very satisfied, the higher the score the higher the
satisfaction. A convenient sample of 1250 patients attending
the PHCC aged 18 years and above was included in the
study.
Results: The response rate of completed
questionnaires was 82.8%. Female subjects constituted
52.2% of all participants. More than two-thirds of the
subjects were married, about 79.2% were Kuwaitis, 34%
were 31-40 years of age, more than one-third of the
subjects were clerks and 23.6% completed secondary school.
The mean score of overall satisfaction was 4.59 out
of a maximum of 5 points. The highest satisfaction was
for pharmacy (4.62 mean points) and the lowest for buildings
(3.95 mean points). Subjects aged above 50 years showed
the highest overall and differential satisfaction. Male
subjects and those who completed primary school showed
the highest overall satisfaction (4.63 mean points and
4.68 mean points respectively). Other socio-demographic
characteristics were not significantly related to overall
satisfaction scores.
Conclusion: There is a growing
interest in many countries in assessing and assuring
quality of health care. It is also being increasingly
recognised that consumer satisfaction should be taken
in to account as part of the assessment of quality of
care. The results of our study showed that although
the overall satisfaction was high, some aspects of the
services indicated some degree of dissatisfaction. Also,
some physicians' service items need suggestions and
corrective intervention. Female and young patients appear
to need more attention.
Key words: patient, satisfaction,
services, primary health care, Kuwait.
INTRODUCTION
The World Health Organization declaration
of Alma Ata [1] stated that primary health care (PHC)
was the key to achieving ' Health for all by the year
2000' and that it should be an integral part of a country's
health care scheme. Also, primary care is seen as an
increasingly important substitute for hospital care
with a growing number of elderly in the population and
greater emphasis on patient autonomy and independence
[2]. In recent years increasing emphasis has been placed
upon issues concerning the evaluation of health care
[3]. Thus, it has been argued that evaluation of health
care should not only focus upon measures of clinical
effectiveness and economics, but also upon measures
of social acceptability to the consumers of health care
[2]. The strategies of PHCC in Kuwait include expanding
PHCC facilities and strengthening co-ordination between
primary, secondary and tertiary health care. PHCCs are
staffed by health teams including Physicians, nurses,
pharmacy, laboratory technicians, X-ray services and
administrative workers.
Patient satisfaction is generally considered
as the extent to which the patients feel that their
needs and expectations are being met by the services
provided[4]. Patient satisfaction predicts both compliances
[5] and utilisation [6] and may even be related to improved
health [7]. It also contributes to the atmosphere prevailing
in a PHCC [7,8]. It is associated with continuity of
care [3], the doctor's communication skills [9], the
degree of his or her patient centeredness [10] and the
congruence between intervention desired and that received
by the patient [11] . Other factors influencing satisfaction
with medical care include confidence in the system and
a positive outlook on life in general[12] . Finally,
satisfaction is the judgment of the patient on the care
that has been provided [13]. The physician remains a
key element in patient satisfaction [14].
Objectives of our study were to evaluate
patients' satisfaction with services provided by PHCCs
at Capital Health Region and to determine the relationships
between overall and differential satisfaction and patients'
socio-demographic characteristics (age, nationality,
sex, marital status, job and education level).
SUBJECTS AND METHODS
A cross- sectional study of a convenient sample of consecutive
patients who attended PHC centers at Capital Health
Region during January and August 2003. A self-administered
Arabic language questionnaire was used for patients
aged 18 years and above. Patients were excluded from
the study if they did not speak Arabic, were severely
ill and under 18 years of age. The questionnaire consisted
of socio-demographic characteristics as well as the
overall and differential satisfaction with the different
aspects of services in the PHC centers rated from 1-5
points ranged from very dissatisfied through to very
satisfied, the higher the score the higher the satisfaction.
Subjects were informed about the study objectives and
procedures and that data collected would be used only
for the stated research purpose.
The data collected was manually checked
for completeness, then was coded and fed in to an IBM
personal computer.
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The Statistical Package for Social Sciences
(SPSS) software window version 10.0 was used for data
analysis.
RESULTS
Out of 1250 questionnaires were distributed,
and 1035 were completed making a response rate of 82.8%.
Of all participants, 495 (47.8%) were males, 429 (41.4%)
were clerks and 352 (34%) were in the age group of 31-40
years old. The great majority of subjects were married
715 (69.1%) and were Kuwaitis 820 (79.2%). Less than
one-third of the subjects completed secondary school
(Table 1). The majority of the subjects
were very satisfied with PHCC services in general 661
(63.9%). The overall satisfaction score with PHCC services
in general was 4.59 out of a maximum of 5 points (99.6%).
Our data showed that males were significantly more satisfied
than females (x2 = 5.2, df= 1, P<0.023). Significantly
the higher the age the higher patients' satisfaction.
73% of subjects aged above 50 years were highly satisfied
(x2 = 12.8, df= 1, P< 0.001). There was no significant
difference in overall patients' satisfaction for nationality,
marital status and job.
Table 2 shows the satisfaction
scores for each service item as assessed by subjects
for building, administrative workers, physicians, nurses,
pharmacy, laboratory technicians and X-ray services.
The mean score for all these services was 4.43 points
(88.6%). The highest satisfaction score was for pharmacy
(4.62 mean points) and the lowest was for building (3.98
mean points). Satisfaction scores were significantly
related to age, for building, administrative workers,
physicians and pharmacy services, where older subjects
scored the highest scores.
Illiterate subjects also showed significantly
higher satisfaction with all items of PHCC services.
There was no significant difference between patients'
satisfaction of different items of PHCC services and
sex except for administrative workers, where males showed
higher satisfaction than females. Marital status and
nationality were not significantly related to satisfaction
of different PHCC services items.
Table 3 shows patients'
satisfaction scores with different aspects of physicians'
services at PHCC. The majority of subjects were highly
satisfied with different aspects of physicians' services,
with the highest score being for physicians' relationship
with patients and the lowest for physicians' medical
skills (4.56 mean points and 3.77 mean points respectively).
Satisfaction scores were significantly related to age
for all aspect of physicians' services except for attention
of patient's complaints and physicians' advice. Older
subjects scored the highest satisfaction score except
for physicians' skills, where young subjects scored
the highest score. Nationality, sex and marital status
were not significantly related to satisfaction of different
items of physicians' services. There was no significant
difference between patients' satisfaction of different
items of physicians' services and job except for physicians'
skills, where students showed the highest satisfaction.
Illiterate subjects showed significantly higher satisfaction
with all item of physicians' services except for physicians'
skills where the highest satisfaction was among post
graduate subjects.
DISCUSSION
A survey of 1035 patients attending PHCC
at Capital Health Region showed that the overall patients'
satisfaction was relatively high. However, Al-Faris
et al [15] showed that the overall patients' satisfaction
with Riyadh health centers was 90%. Our data showed
a significant association between overall satisfaction
and gender, where females found to be less satisfied
than males. This was consistence with other study done
in other countries [16]. This can be attributed to the
fact that females represented their families more often
than males, a factor that could have biased the results,
since their satisfaction levels were generally low.
The literature appears to support this in that older
respondents expected less information from their doctor
whereas younger patients were less satisfied with issues
surrounding the consultation in the primary care setting.
Younger patients were also less likely to comply with
prescriptions or medical advice [17]. Similar to our
study, Babic-Banaszak et al [18] reported that less
educated patients were generally more satisfied, since
they are less demanding.
The overall satisfaction as reported
by subjects was 99.6%, but when subjects were asked
about satisfaction for each service item individually
the mean overall satisfaction dropped to 88.6%. This
is consistent with the study done by Williams SJ et
al [19] which showed that general levels of consumer
satisfaction are high, however questions of a more detailed
and specific nature reveal greater levels of expressed
dissatisfaction. Therefore health administrators and
planners should not depend only on overall assessment
of satisfaction. Each service needs to be assessed individually
using the different service items and components involved.
Our study showed that pharmacy services scored the highest
satisfaction scored, in contrast to other study done
in Saudi Arabia which showed that some aspects of pharmacy
services scored low satisfaction scores because of the
problems faced by patients including insufficient drug
supply and lack of information about drug interactions
and side effects [15]. The poor satisfaction with buildings
in our study may be due to the fact that most of PHCCs
buildings were old and the rebuilding is going on. Low
satisfaction was scored for some physicians' services
particularly for physicians' medical skills. The majority
of physicians working at PHCC in Kuwait were of Arabic
nationality and the majority of patients trust non-Arabic
physicians, where they believe that non-Arabic physicians
have more skills than Arabic physicians. On the other
hand, high satisfaction was scored for physician's relationship
with patients since interpersonal skills of the general
practitioner may be one of the primary levers of the
therapeutic process [2] .
CONCLUSION
Patient satisfaction is an increasingly important issue,
both in evaluation and the shaping of health care. In
addition, patient evaluations can help to educate medical
staff about their achievements as well as their failure,
assisting them to be more responsive to their patients'
needs. Therefore, patient satisfaction surveys should
be carried out routinely in all aspect of health care
to improve the quality of services. Survey results can
guide policy makers in introducing changes as competition
between health care providers increase. The results
of our study showed that although the overall satisfaction
was high, some aspect of the services showed some degree
of dissatisfaction. Also, some physicians' service items
need suggestions and corrective intervention. Female
and young patients appear to need more attention.
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