Abstract
Background: Patient satisfaction determines care alignment with expectations, encompassing availability, cost, and environment, crucial for service quality. This study aims to investigate key determinants influencing patient satisfaction with Primary Health Care Centers (PHCC) in Anbar province, Iraq.
Methods: A cross-sectional study was carried from 15th November 2022 till 16th March 2023 across six PHCC using multistage sampling technique. Semi-structured questionnaire was recruited to interview patients. Descriptive and bivariate and multiple logistic regression analyses were conducted to identify significant factors affecting patients’ satisfaction toward PHCC.
Results: A total of 300 patients were included with mean age of 35.7 (+ 4.2), ranged 15-69 years. The PHCC attained an overall satisfaction rate of 64.7%. Patients voiced discontent primarily with waiting times for consultation (67.3%) and appointment scheduling (60.7%). However, 69.3% were content with the proximity to the PHCC. Doctors' conduct was praised by 82.0% of respondents, yet 56.7% noted a lack of health education programs. Management was appreciated by 70.0%, yet laboratory services were received by only 57.7%. Moreover, 75.0% reported essential drug unavailability, and 54.7% mentioned a lack of medical instruments. Factors associated with patients’ satisfaction were aged less than 40 years old (OR = 3.54, 95% CI: 2.44 to 5.21), being male (OR = 3.76, 95% CI: 2.68 to 6.15), unmarried (OR = 4.01, 95% CI: 3.06 to 8.4) and low educated OR = 2.77, 95% CI: 2.76 to 7.57).
Conclusion: Patients' satisfaction with PHCC is notably linked to proximity, respectful doctor behavior, privacy during examinations, and efficient management. Dissatisfaction arises from appointment scheduling, follow-up, and the unavailability of health education, instruments, and drugs.
Downloads
References
- Sinyiza FW, Kaseka PU, Chisale MRO, Chimbatata CS, Mbakaya BC, Kamudumuli PS, Wu TJ, Kayira AB. Patient satisfaction with health care at a tertiary hospital in Northern Malawi: results from a triangulated cross-sectional study. BMC Health Serv Res. 2022 May 24;22(1):695. doi: 10.1186/s12913-022-08087-y.
- Batbaatar E, Dorjdagva J, Luvsannyam A, Amenta P. Conceptualisation of patient satisfaction: a systematic narrative literature review. Perspect Public Health. 2015 Sep;135(5):243-50. doi: 10.1177/1757913915594196.
- Ferreira PL, Raposo V, Tavares AI. Primary health care patient satisfaction: Explanatory factors and geographic characteristics. Int J Qual Health Care. 2020 Apr 27;32(2):93-98. doi: 10.1093/intqhc/mzz134.
- Ali Jadoo, S.A., Wan Puteh, S.E., Ahmed, Z. et al. Level of patients' satisfaction toward National Health Insurance in Istanbul City-Turkey. BMC Public Health 12 (Suppl 2), A5 (2012). https://doi.org/10.1186/1471-2458-12-S2-A5
- Iezzoni LI, Davis RB, Soukup J, O'Day B. Satisfaction with quality and access to health care among people with disabling conditions. Int J Qual Health Care. 2002 Oct;14(5):369-81. doi: 10.1093/intqhc/14.5.369.
- Alrasheedi KF, Al-Mohaithef M, Edrees HH, Chandramohan S. The Association Between Wait Times and Patient Satisfaction: Findings From Primary Health Centers in the Kingdom of Saudi Arabia. Health Serv Res Manag Epidemiol. 2019 Jul 7;6:2333392819861246. doi: 10.1177/2333392819861246.
- Baker R, Freeman GK, Haggerty JL, Bankart MJ, Nockels KH. Primary medical care continuity and patient mortality: a systematic review. Br J Gen Pract. 2020 Aug 27;70(698):e600-e611. doi: 10.3399/bjgp20X712289.
- Biresaw H, Mulugeta H, Endalamaw A, Yesuf NN, Alemu Y. Patient satisfaction towards health care services provided in Ethiopian health institutions: a systematic review and meta-analysis. Health Serv Insights. 2021 Sep 6;14:11786329211040689. doi: 10.1177/11786329211040689.
- Aljunid SM, Ali Jadoo SA. Factors Influencing the Total Inpatient Pharmacy Cost at a Tertiary Hospital in Malaysia: A Retrospective Study. Inquiry. 2018 Jan-Dec;55:46958018755483. doi: 10.1177/0046958018755483. DOI: 10.47108/jidhealth.vol4.iss2.100.
- Leow HT, Liew SM. A cross sectional study on patient satisfaction and its association with length of consultation at the University Malaya Medical Centre Primary Care Clinic. Malays Fam Physician. 2022 May 25;17(2):71-80. doi: 10.51866/oa1339.
- Ali Jadoo SA, Yaseen SM, Al-Samarrai MAM, Mahmood AS. Patient satisfaction in outpatient medical care: the case of Iraq. Journal of Ideas in Health. 2020 Aug. 26 ;3(2):176-82. DOI: 10.47108/jidhealth.vol3.iss2.44.
- Ali Jadoo SA. Gender differences in the domains of job satisfaction: a questionnaire survey among doctors. Journal of Ideas in Health. 2020 Aug. 19 ;3(2):161-6. DOI: 10.47108/jidhealth.vol3.iss2.39.
- Leonardsen AL, Hardeland C, Helgesen AK, Grøndahl VA. Patient experiences with technology enabled care across healthcare settings- a systematic review. BMC Health Serv Res. 2020 Aug 24;20(1):779. doi: 10.1186/s12913-020-05633-4.
- Ali Jadoo SA, Alhusseiny AH, Yaseen SM, Al-Samarrai MAM, Mahmood AS. Evaluation of health system in Iraq from people’s point of view: a comparative study of two different eras. Journal of Ideas in Health. 2021 May 20 [cited 2024 Mar. 1];4(2):380-8.
- Hussien AH, Sa'adoon AA, Museher TR. Patients' satisfaction for health care services at Thi-qar province, Iraq. Thi-Qar Medical Journal 2008; 2(1): 39-45.
- Qadir DO, Qader SS, Al-Banna DA, Rasool AA, Shakor JK. Patient’s Satisfaction with Health Care Services in Erbil City/Iraq. Erbil j. nurs. midwifery [Internet]. 2021 Jan. 24 ;3(2):119-25. DOI: https://doi.org/10.15218/ejnm.2020.14.
- Burnham G, Taylor CH, Hung YW, Ferati A, Dyer A, Hifi TA, Aboud R, Hasoon T. Perceptions and utilization of primary healthcare services in Iraq: findings from a national household survey. World Health Popul. 2012;13(3):68-79. doi: 10.12927/whp.2012.22873.
- Al Hilfi R, Mahmoud R, Al Hamadi N. Measuring the level of patient's satisfaction for those attending primary health centers versus family medicine centers in Basrah governorate. The Medical Journal of Basrah University, 2019; 37(2): 74-80. doi: 10.33762/mjbu.2019.163357.
- Mohamed EY, Sami W, Alotaibi A, Alfarag A, Almutairi A, Alanzi F. Patients' Satisfaction with Primary Health Care Centers' Services, Majmaah, Kingdom of Saudi of Saudi Arabia. Int J Health Sci (Qassim). 2015 Apr;9(2):163-70.
- Mehmet N, Karapinar Y, Uludağ A. Patient satisfaction with primary healthcare services in a rural area of Hadim county, Konya. Turkish Journal of Public Health. 2020;18(3):133-42. doi: 10.20518/tjph.714336.
- Bawakid K, Rashid OA, Mandoura N, Usman Shah HB, Ahmed WA, Ibrahim A. Patients' satisfaction regarding family physician's consultation in primary healthcare centers of Ministry of Health, Jeddah. J Family Med Prim Care. 2017 Oct-Dec;6(4):819-823. doi: 10.4103/jfmpc.jfmpc_170_17.
- Bahramoour A, Zolala F. Patient satisfaction and related factors in Kerman hospitals. East Mediterr Health J. 2005 Sep-Nov;11(5-6):905-12.
- Alsayali MM, Al-Sahafi A, Mandoura N, Usman Shah HB, Abdul Rashid OA, AlSharif K, Abo Zayed AH, Ibrahim A, Al-Zahrani A, Al-Garni F, Alali MM, Al-Garni A, Assiri M, Mohammad AI. Patients' Satisfaction after Primary Health Care Centers' Integration with Ministry of Health Hospitals, Jeddah. J Epidemiol Glob Health. 2019 Jun;9(2):135-142. doi: 10.2991/jegh.k.190522.001.
- Abdulsalam A, Khan HTA. Hospital Services for Ill Patients in the Middle-Belt Geopolitical Zone, Nigeria: Patient’s Waiting Time and Level of Satisfaction. Illness, Crisis & Loss2020, 28(1), 18-37. https://doi.org/10.1177/1054137316689582.
- Med F, Sci M, Alnemer KA, Al-homood IA, Alnemer AA, Alshaikh OM, et al. A multicenter study of factors affecting patient's satisfaction visiting primary health care clinics in Riyadh, Saudi Arabia. Fam Med Med Sci Res. 2015; 4:2–5.
