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Harsi ELMEL, Izel O, Benksim A, Cherkaoui M. Factors influencing older adults' satisfaction with caregivers' communication. Dement Neuropsychol 2023; 17:e20230069. [PMID: 38053648 PMCID: PMC10695440 DOI: 10.1590/1980-5764-dn-2023-0069] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 07/20/2023] [Revised: 08/28/2023] [Accepted: 09/20/2023] [Indexed: 12/07/2023] Open
Abstract
Effective communication skills are crucial for caregivers to provide quality care and meet the unique needs of patients of all ages. However, older patients have specific communication requirements, and their satisfaction depends on several factors. Objective This study aimed to evaluate the level of satisfaction among older adults in Marrakech, Morocco, regarding the communication skills of their caregivers, and to identify the factors influencing this satisfaction. Methods This is a cross-sectional study conducted between March and July 2022 among 204 people aged 60 years and older who presented to the Mouhamed VI University Hospital of Marrakech, Morocco, for various care services. The older adults' satisfaction with caregivers' communication was assessed by the American Board of Internal Medicine (ABIM) patient satisfaction questionnaire. Sociodemographic and clinical characteristics of the participants were collected through interview and consultation of medical records. Multiple linear regression was used to determine potential factors influencing the total satisfaction score. Results The total satisfaction score of older adults with caregiver' communication was 2.55±0.95 and the mean scores of the lowest subscales were answering questions, greeting and listening. Analysis revealed that having visual disorders (B=-0.276±0.12; p=0.029) and receiving affective touch from caregivers (B=0.745±0.12; p=0.001) were the main factors associated with older adults' satisfaction with caregiver' communication. Conclusion Older people are not sufficiently satisfied with caregivers' communication skills, especially those with vision problems and those who have not received affective touch from caregivers. Caregivers need to be aware of the specific needs of older patients and use appropriate communication techniques.
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Affiliation(s)
- EL Mahjoub EL Harsi
- Cadi Ayyad University, Faculty of Sciences Semlalia, Laboratory of Pharmacology, Neurobiology, Anthropobiology and Environment, Marrakech 40000, Morocco
- Regional Health Directorate, Higher Institute of Nursing Professions and Health Techniques (ISPITS-M), Nursing Care Department, Marrakech 40000, Morocco
| | - Ouafa Izel
- Regional Health Directorate, Higher Institute of Nursing Professions and Health Techniques (ISPITS-M), Nursing Care Department, Marrakech 40000, Morocco
| | - Abdelhafid Benksim
- Cadi Ayyad University, Faculty of Sciences Semlalia, Laboratory of Pharmacology, Neurobiology, Anthropobiology and Environment, Marrakech 40000, Morocco
- Regional Health Directorate, Higher Institute of Nursing Professions and Health Techniques (ISPITS-M), Nursing Care Department, Marrakech 40000, Morocco
| | - Mohamed Cherkaoui
- Cadi Ayyad University, Faculty of Sciences Semlalia, Laboratory of Pharmacology, Neurobiology, Anthropobiology and Environment, Marrakech 40000, Morocco
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Alhenaidi A, Al Nadabi W, Al‐Haqan A, Kelender H. Patient satisfaction of primary care services in Gulf Cooperation Council Countries: A scoping review. J Gen Fam Med 2023; 24:279-287. [PMID: 37727620 PMCID: PMC10506392 DOI: 10.1002/jgf2.640] [Citation(s) in RCA: 2] [Impact Index Per Article: 2.0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 03/14/2023] [Revised: 06/08/2023] [Accepted: 07/03/2023] [Indexed: 09/21/2023] Open
Abstract
Patient satisfaction (PS) is an essential element in evaluating and improving healthcare systems. Few studies have gathered evidence about patient satisfaction with primary care (PC) services in the Gulf Cooperation Council (GCC) countries. Therefore, it is important to review the existing literature examining PS with PC services in the GCC countries. This scoping review was conducted for primary data studies published between 2000 to March 2022. Out of 4461 screened articles, 37 met the inclusion criteria. Most studies were conducted in Saudi Arabia and were of cross sectional methodology. PS with primary care in the GCC is affected by multiple provider-related and patient-related factors and users are generally satisfied with the service provided. Future research should focus on the effects of the factors that were not explored and validate the existing results.
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Affiliation(s)
- Abdulaziz Alhenaidi
- Directorate of Planning and MonitoringMinistry of HealthSafatKuwait
- School of Health and WellbeingUniversity of GlasgowGlasgowUK
| | | | - Asmaa Al‐Haqan
- Department of Pharmacy Practice, College of PharmacyKuwait UniversityKuwaitKuwait
| | - Hisham Kelender
- Directorate of Planning and MonitoringMinistry of HealthSafatKuwait
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Li H, Swe KMM, Jabbar MA, Ching SM. Patients' satisfaction on primary healthcare services in China and its associated factors during COVID-19 pandemic: A cross-sectional study. MALAYSIAN FAMILY PHYSICIAN : THE OFFICIAL JOURNAL OF THE ACADEMY OF FAMILY PHYSICIANS OF MALAYSIA 2023; 18:4. [PMID: 36992956 PMCID: PMC10042240 DOI: 10.51866/oa.194] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 06/19/2023]
Abstract
INTRODUCTION The provision of a satisfactory service by community healthcare centres in China plays an important role in the prevention and control of communicable diseases, especially during the COVID-19 pandemic. However, there is a lack of study in this field. This study aimed to determine the level of patient satisfaction with primary healthcare services in China and its associated factors during the COVID-19 pandemic. METHOD This cross-sectional study was conducted at 10 primary healthcare clinics in Xi'an, China. The 18-Item Patient Satisfaction Questionnaire was used for data evaluation and SPSS version 23.0 for data analysis. RESULTS A total of 315 patients were recruited. The overall patient satisfaction score was 26.1±3.1. In the multiple linear regression analysis, the highly educated patients had a higher patient satisfaction score than the low-educated patients (β=1.138, 95% confidence interval=0.135-2.141, P=0.026). CONCLUSION The overall patient satisfaction level of the patients who attended community healthcare centres in Xi'an was high. The patients with a higher educational level showed a higher patient satisfaction level than did those with a lower educational level.
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Affiliation(s)
- Huan Li
- MBBCh (Alexandria University), MPH (USM) Bachelor degree in Stomatology, M.Med.Sc (General Family Medicine), Postgraduate student of PhD(Medical Science) Faculty of Medicine and Health Sciences, University Tunku Abdul Rahman, Malaysia
| | - Kye Mon Min Swe
- MBBS, MRCGP , M.Med (Public Health), M.Med (Medical Education), PhD (Public Health), Graduate Certificate in Family Medicine (AFPM) Department of Population Medicine, Faculty of Medicine and Health Sciences, University Tunku Abdul Rahman, Malaysia.
| | - Mohammed Abdulrazzaq Jabbar
- M.B.Ch.B (University of Baghdad) MCHSc (Occupational Health), PhD (Occupational Health and Safety) Faculty of Medicine and Health Sciences, University Tunku Abdul Rahman, Malaysia
| | - Siew Mooi Ching
- MD (UNIMAS), M.Med (Family Medicine) Faculty of Medicine and Health Sciences, University Putra Malaysia, Malaysia
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Muacevic A, Adler JR, Alomar N, Almotreb L, Alkhofi A, Alsaleh Z, Alessa J, Alhabrati A, Alarbash A. Patient Satisfaction With Primary Healthcare Services in Al-Ahsa, Saudi Arabia. Cureus 2022; 14:e31478. [PMID: 36408313 PMCID: PMC9662087 DOI: 10.7759/cureus.31478] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Accepted: 11/14/2022] [Indexed: 11/16/2022] Open
Abstract
Background Patient satisfaction is regarded as a valid and significant indicator of the quality of medical care delivered. Additionally, it has been shown to be linked to better health outcomes. The goal of the study is to assess patients' overall satisfaction regarding primary healthcare (PHC) services. Methodology In this cross‑sectional study conducted in Al-Ahsa, we used the General Practice Assessment Questionnaire and its four subscales with standard cutoffs. A sample of 287 patients was conveniently selected from PHC centers. Results A total of 287 patients were included. Patients' ages ranged from 18 to more than 65 years with a mean age of 32.5 ± 13.9 years old. In total, 177 (61.7%) patients were female, and 225 (78.4%) reviewed the physician for their own problems. A total of 95 (33.1%) patients had chronic health problems. Overall, of the study patients, a total of 38 (13.2%) were highly satisfied regarding provided services, while 45 (15.7%) had a low overall satisfaction level. In general, the mean score (%) of patient satisfaction was 61.9 ± 11.8. Conclusions The level of satisfaction with the services provided by PHC centers in Al-Ahsa is moderate. The level of satisfaction concerning some services provided by PHC centers differs significantly according to age, gender, presence of chronic health problems, and employment status.
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Nguyen NX, Tran K, Nguyen TA. Impact of Service Quality on In-Patients' Satisfaction, Perceived Value, and Customer Loyalty: A Mixed-Methods Study from a Developing Country. Patient Prefer Adherence 2021; 15:2523-2538. [PMID: 34819722 PMCID: PMC8607125 DOI: 10.2147/ppa.s333586] [Citation(s) in RCA: 9] [Impact Index Per Article: 3.0] [Reference Citation Analysis] [Abstract] [Key Words] [Grants] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Submit a Manuscript] [Subscribe] [Scholar Register] [Received: 08/10/2021] [Accepted: 09/20/2021] [Indexed: 02/04/2023] Open
Abstract
PURPOSE Recent literature on healthcare quality demands more contextualized and patient-perspective research, as models from developed countries are not suitable for developing countries. Moreover, research on private healthcare services in Vietnam has long been underestimated by academia, but it has significant economic and commercial value. Hence, this study explores the dimensions of service quality in private healthcare and how they impact in-patient satisfaction, perceived value, and customer loyalty in Vietnam. METHODS This mixed-method study had a sample size of five inpatients for the qualitative phase and 368 inpatients for the quantitative phase from hospitals in Vietnam. The qualitative analysis explores service quality dimensions in private healthcare and incorporates them with the literature to develop a conceptual model. The quantitative phase tests the relationship between each construct in the conceptual model via structural equation modeling. RESULTS The four dimensions of service quality were emotion, function, social influence, and trust. Most of these dimensions have a significant impact on customer perceived value and satisfaction. However, emotion does not significantly influence customer perceived value, and function does not considerably impact customer satisfaction. In addition, social influence is an underrepresented variable in the service quality literature, but it has the most substantial impact on customer perceived value and customer satisfaction. The quantitative results also confirm that customer satisfaction and customer perceived value significantly impact customer loyalty (word-of-mouth and revisit intention); however, customer perceived value does not significantly impact customer satisfaction. CONCLUSION The study suggests that private healthcare providers and the government in Vietnam should allocate resources to improve service quality. Practitioners should invest in social branding and e-services to reach out to their customers. Future research should focus on a cost-benefit analysis and compare the effectiveness of service quality dimensions on customer behavioral intention.
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Affiliation(s)
- Nhi Xuan Nguyen
- Faculty of Business Administration, Nguyen Tat Thanh University, Ho Chi Minh City, Vietnam
| | - Khoa Tran
- Faculty of Business Administration, Nguyen Tat Thanh University, Ho Chi Minh City, Vietnam
| | - Tuyet Anh Nguyen
- Department of Business, Minerva University, San Francisco, CA, USA
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Allafi AH, Alqhatani JS, Alruwayshid MS, Alshuniefi AS, Alarik EF, Alreshidi F, Almughais ES, AlQudairy RA. Patient satisfaction with services at the Family Medicine Employee Clinic in a tertiary hospital in Riyadh. J Family Med Prim Care 2021; 10:1754-1758. [PMID: 34123924 PMCID: PMC8144776 DOI: 10.4103/jfmpc.jfmpc_1745_20] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Journal Information] [Subscribe] [Scholar Register] [Received: 08/26/2020] [Revised: 10/27/2020] [Accepted: 11/23/2020] [Indexed: 11/10/2022] Open
Abstract
Background: Patient satisfaction reflects the healthcare quality of the facility. Therefore, it is important to determine satisfaction level of the patient satisfaction in order to improve services'quality provided to patients. aim: to assess the satisfaction level of patients at the Family Medicine Employee Clinic at a tertiary hospital in Riyadh, Saudi Arabia. This study is a cross-sectional that included 224 patients. Method: The study was conducted in King Fahad Medical City at the Family Medicine Employee Clinic between March and December 2019. Self-administered questionnaires were used to gather the data. The questionnaire included questions regarding the demographics of patients and questions to examine their satisfaction with the services provided by the clinic. SPSS version 21 was used for data analysis. Results: The study comprised 90 patients, 71.1% of which were female; 77.8% of participants lived in Riyadh; 92.2% of patients were in the age range of 25–75 years; 51.1% were single; 56.7% had income lower than 10,000 SR; 63.3% had college education; and 95.6% were employees of King Fahd Hospital. The mean ± SD of satisfaction was determined to be at 8.6 ± 1.7. There was a significant inverse correlation between income and satisfaction (P = 0.03). Conclusion: Patients reportedly showed high levels of satisfaction, especially regarding the experience of nurses, ease of registration and making appointments, treatment by receptionists, and cleanliness of clinics. The results of the survey reflect the effectiveness and efforts of the employees of the clinic.
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Affiliation(s)
- Abrar H Allafi
- Department of Family and Community Medicine, King Fahad Medical City, Riyadh, Saudi Arabia
| | - Jarman S Alqhatani
- Department of Family and Community Medicine, College of Medicine, King Saud University Medical City, Riyadh, Saudi Arabia
| | - Mashael S Alruwayshid
- Department of Family and Community Medicine, King Fahad Medical City, Riyadh, Saudi Arabia
| | - Abeer S Alshuniefi
- Department of Family and Community Medicine, King Fahad Medical City, Riyadh, Saudi Arabia
| | - Enas F Alarik
- Department of Family and Community Medicine, College of Medicine, King Saud University Medical City, Riyadh, Saudi Arabia
| | - Fatmah Alreshidi
- Department of Family and Community Medicine, College of Medicine, University of Hail, Hail, Saudi Arabia
| | - Ebtehaj S Almughais
- Department of Family and Community Medicine, College of Medicine, University of Hail, Hail, Saudi Arabia
| | - Reem A AlQudairy
- Department of Family and Community Medicine, College of Medicine, King Saud University Medical City, Riyadh, Saudi Arabia
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Perceptions of social, emotional, and functional values in patients with type 2 diabetes mellitus and their satisfaction with primary health care services. Prim Health Care Res Dev 2019; 20:e122. [PMID: 31426882 PMCID: PMC6713883 DOI: 10.1017/s1463423619000471] [Citation(s) in RCA: 2] [Impact Index Per Article: 0.4] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 01/08/2023] Open
Abstract
AIM To explore the relationships between social, emotional, and functional values, and satisfaction of patients with type 2 diabetes mellitus (T2DM) with an emphasis on Lithuanian primary health care services providers. BACKGROUND Academics and practitioners are encouraging more research on service value conceptually and empirically. Primary health care settings (PHCS) use modern management of value creation for patients with chronic diseases to increase the satisfaction of patients. Satisfaction of patients is the most important factor of competitive advantage for the PHCS. In this study, perceived value concept is dealt with in a multidimensional way. The fact that the perceived value in health sector has not previously been examined as multidimentionally has increased the importance of this research. METHODS The study strategy is based on focus group discussions of executives and survey of patients with T2DM in the primary health care sector. The target of focus group discussions is to gain knowledge about factors developing the competitive advantage of PHCS. The survey of patients with T2DM is the background to test the conceptual model of perceived value importance on satisfaction. The study uses coefficients of correlation, exploratory factor analysis, and linear regression. FINDINGS The results of focus groups revealed the factors of competitive advantage related to perspectives of health policy, organization, human resources, and patients. The results of the survey established statistically significant links between social value and satisfaction, and functional value and satisfaction. Emotional value decreased satisfaction of patients with T2DM.
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Mehata S, Paudel YR, Dariang M, Aryal KK, Paudel S, Mehta R, King S, Barnett S. Factors determining satisfaction among facility-based maternity clients in Nepal. BMC Pregnancy Childbirth 2017; 17:319. [PMID: 28946851 PMCID: PMC5613378 DOI: 10.1186/s12884-017-1532-0] [Citation(s) in RCA: 23] [Impact Index Per Article: 3.3] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Journal Information] [Subscribe] [Scholar Register] [Received: 08/29/2016] [Accepted: 09/21/2017] [Indexed: 11/23/2022] Open
Abstract
Background With an increasing number of institutional deliveries, the Nepalese health system faces a challenge to ensure a quality of service provision. This paper aims to identify the determinants of client satisfaction with maternity care in Nepal using data from a nationally representative health facility survey. Methods A total of 447 exit interviews, with women who had either recently delivered or who had experienced obstetric complications, were conducted across 13 districts in Nepal (87% in hospitals, 8% in Primary Health Care Centres (PHCCs), and 5% in Sub/Health Posts(S/HPs). Client satisfaction was measured using an eight item scale that covered accessibility, interpersonal communication, physical environment, technical aspect of care and decision making. A client satisfaction index was computed using ordinal principal component analysis. A multivariate probit model was used to assess the net effect of explanatory variables on client satisfaction. Results Longer waiting times and overcrowding increased the likelihood of dissatisfaction. Having an opportunity to ask questions was positively associated with client satisfaction. Respondents from hill districts and rural areas were more likely to be satisfied in comparison to respondents from mountain, terai and urban areas. Socio-demographic factors (age, parity, caste/ethnicity, education, and ecological zone) and supply side factors (the time taken to reach a facility, type of facility, payment for services, and unknown heath worker or anyone entering the delivery room) were not statistically associated with satisfaction. Conclusions The findings suggest client satisfaction with the quality of maternity services in Nepal could be improved by reducing waiting times and overcrowding, and giving the mothers adequate time to ask questions. If clients are more satisfied they are more likely to use the facility again/recommend to a friend.
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Affiliation(s)
- Suresh Mehata
- Nepal Health Sector Support Program, Ministry of Health and Population, Ramshaha Path, GPO Box: 7830, Kathmandu, 44600, Nepal.
| | - Yuba Raj Paudel
- Nepal Health Sector Support Program, Ministry of Health and Population, Ramshaha Path, GPO Box: 7830, Kathmandu, 44600, Nepal
| | - Maureen Dariang
- Nepal Health Sector Support Program, Ministry of Health and Population, Ramshaha Path, GPO Box: 7830, Kathmandu, 44600, Nepal
| | - Krishna Kumar Aryal
- Nepal Health Research Council, Ministry of Health and Population, Kathmandu, 44600, Nepal
| | - Susan Paudel
- Institute of Medicine Tribhuvan University Maharajgunj, Kathmandu, 4600, Nepal
| | - Ranju Mehta
- Institute of Medicine Tribhuvan University Maharajgunj, Kathmandu, 4600, Nepal
| | - Stuart King
- Nepal Health Sector Support Program, Ministry of Health and Population, Ramshaha Path, GPO Box: 7830, Kathmandu, 44600, Nepal
| | - Sarah Barnett
- Options Consultancy Services Limited, Devon House, 58 St Katharine's Way, London, E1W1LB, UK
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