Outpatients' Satisfaction with Received Health Services at Saied Urban Health Center, Tanta, Egypt

Abstract

Background: Primary health care (PHC) patient' satisfaction represents a key marker for the quality of health care delivery as it prompts compliance with medical advice and treatment, service utilization, and enhancement of the doctor-patient relationship. Objectives: To assess outpatients' satisfaction with received health services at Saied urban health center, Tanta, Egypt. Methods: A cross-sectional study included 410 of the outpatients at Saied health center, Tanta, Egypt. Data about sociodemographic factors (gender, age, and marital status, income, employment status, education level, type of residence, and purpose of visit to clinic) were collected from each participant. Patient satisfaction with healthcare service, was assessed by the Short-Form Patient Satisfaction Questionnaire (PSQ-18), comprised of eighteen items which measures total satisfaction and its seven dimensions; general satisfaction, technical quality, interpersonal manner, communication, financial aspects, time spent with doctor and accessibility and convenience. Results: Total satisfaction rate was 55.9%. Satisfaction was higher in the dimension of interpersonal manner (78.5%) and financial aspects (78.5%). It was lower in the dimension of accessibility and convenience (33.4%) and technical quality (51.2%). Best satisfactory clinics were ENT (63.6%) and family planning (59.4%) while the least ones were surgery (45.5%) and dermatology (50.0%). Older ages and females were more satisfied (p<0.05). Conclusion: Patients’ total satisfaction was below the accepted, higher in the dimensions of interpersonal manner and financial aspects, but lower in the dimensions of accessibility and convenience and technical quality.