Satisfaction and correlates of patients' satisfaction with
physicians' services in primary health care centers.
Department of Community Health Sciences, College of
Applied Medical Sciences, King Saud University, Riyadh, Kingdom of Saudi
OBJECTIVE: To estimate quantitatively consumers'
satisfaction and correlates of satisfaction with physicians' services
provided by Ministry of Health Primary Health Care Centers in attending
consumers. METHODS: Consumers (n = 540) attending the selected Primary
Health Care Centers in Riyadh were asked about their satisfaction with
physician's services. Eight Primary Health Care Centers were randomly
selected according to the geographical location, two from each
geographical zone. Seventy-five subjects were selected systematically
where every tenth Saudi aged 15 years and above who visited the selected
Primary Health Care Centers during the study period was chosen. Data was
collected via a self administered pilot tested, internally consistent
patient satisfaction questionnaire which included socio-demographic
characteristics as well as the overall and differential satisfaction
with the different aspects of physicians' services in the selected
Primary Health Care Centers rated in a scale of 1 5 points, the higher
the score the higher the satisfaction. RESULTS: The results revealed
that males constituted 60%, and 58% of all patients were married, more
than 60% were employees and more than 70% have a monthly income of less
than 6000 Saudi Riyals. Almost 95% have an open file in the Primary
Health Care Center and 39% think that the distance to the Primary Health
Care Center is far or very far. The summary satisfaction score was 3.77
points and the mean satisfaction with the services provided by
physicians was 2.56 points out of a maximum of 5 points The highest
satisfaction was for discussing psychological aspects of patients'
problems (2.96 points) and the lowest was for attentive listening to
patients' complaints (2.22 points). Physicians' communication skills
were more satisfactory to patients than their professional skills and
satisfying patients' wishes scored the lowest satisfaction- Unskilled
laborers, literate patients and patients with higher income showed
significantly higher mean satisfaction while students, illiterates,
those aged less than 50 years and patients with income less than 6000
Riyals per months scored the lowest satisfaction. The longer the
distance travelled the lower the satisfaction scores but having a file
or not was not related to satisfaction. CONCLUSION: Some physicians'
service items need corrective intervention and students and young
patients appear to need more attention.
PMID: 11307115 [PubMed - indexed for MEDLINE]