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Bokhary DH, Saggaf OM, Baabdullah AM, Kabli YO, Ghalayieni KW. Assessment of Patient Experiences in an Academic Hospital in Saudi Arabia. Cureus 2022; 14:e24203. [PMID: 35592206 PMCID: PMC9112625 DOI: 10.7759/cureus.24203] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Accepted: 04/17/2022] [Indexed: 11/17/2022] Open
Abstract
Introduction Patient continuous assessment is an important component of patient-centered healthcare systems and requires the identification of the services and resources of these systems to ensure patient satisfaction. This study aimed to determine the factors that affect patient satisfaction, identify patients' unmet health care and informational needs, and suggest measures to fill these gaps in healthcare systems. Methods A cross-sectional study included 235 patients who were admitted to the medical ward of an educational tertiary healthcare center in Jeddah, Saudi Arabia, between June-September 2016. A self-administered questionnaire based on the Arabic version of the "échelle de qualité des soins en hospitalisation" or the quality of care in hospitalization scale (ESQ-H) consisting of two subscales that measured their satisfaction with the services received was offered to the study participants. We analyzed the data to identify factors associated with patient dissatisfaction using IBM SPSS® Statistics Version 21.0. Results The patients included 145 males (61.7%) and 90 females (38.3%). The Cronbach's alpha coefficient was 0.933 for the questionnaire. In the subscale associated with the quality of the medical information patients received, three independent variables were associated with higher patient satisfaction: planned patients' hospital stay (p<0.001), patients' health improvement (p<0.001), and patients' overall life satisfaction (p<0.001). In the subscale associated with patients' relationship with medical staff and the daily routine of the medical ward, four independent variables were significant: male gender (p=0.007), patients, if the hospital stay was planned (p=0.009), improvement of patients' health (p<0.001), and patients' overall life satisfaction (p=0.006). Conclusion Patients' satisfaction level was "very good" with the medical information subscale and "excellent" with the relationship subscale. We found that although patients were satisfied with some aspects of their health care, other aspects required more attention; hence, the resolution of patients' unmet health care and informational needs should be prioritized by stakeholders to improve patient satisfaction. Furthermore, the patients should be informed about what they can expect during their upcoming hospital stay, their overall life satisfaction should be considered, and patients with issues related to their life satisfaction should be appointed a social worker.
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Affiliation(s)
- Diyaa H Bokhary
- Emergency Medicine, King Abdulaziz University Hospital, Jeddah, SAU
| | - Omar M Saggaf
- Internal Medicine, King Abdulaziz University Hospital, Jeddah, SAU
| | | | - Yousof O Kabli
- Pediatrics, King Abdulaziz University Hospital, Jeddah, SAU
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Zhou F, Xu C, Sun Y, Meng X. Influencing Factors of Outpatients' Satisfaction in China a Cross-Sectional Study of 16 Public Tertiary Hospitals. Patient Prefer Adherence 2021; 15:1243-1258. [PMID: 34135576 PMCID: PMC8200138 DOI: 10.2147/ppa.s311786] [Citation(s) in RCA: 2] [Impact Index Per Article: 0.7] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Submit a Manuscript] [Subscribe] [Scholar Register] [Received: 03/23/2021] [Accepted: 05/19/2021] [Indexed: 12/14/2022] Open
Abstract
PURPOSE This study aimed to analyze the status of patient satisfaction in outpatients of tertiary hospitals and the factors affecting patient satisfaction, in order to provide a scientific basis for improving patient satisfaction. METHODS A total of 6480 surveys of outpatients were conducted by a cross-sectional study in 16 tertiary hospitals in the Zhejiang province of China. The main contents of the survey were the basic characteristics of patients. Statistical description, single-factor analysis and binary logistic regression analysis were used to screen influencing factors. RESULTS Results of this study showed that the total satisfaction score of outpatients was 87.13±13.47, and higher scored factors in the survey factors were nursing level, the convenience of registration and convenience of appointment diagnosis and treatment. The factors with lower scores were treatment effect, environmental sanitation and comfort and other staffs' attitudes. Hospital managers should pay attention to the improvement of treatment level, environmental sanitation and comfort and other staffs' attitudes. CONCLUSION In the process of serving outpatients, doctors should pay more attention to patients who are male, 31-45 years old or over 60 years old, permanent residents, from public institutions, possessed postgraduate education, without medical insurance, and who visiting paediatrics and Chinese medicine hospitals.
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Affiliation(s)
- Fangwei Zhou
- Humanities and Management School, Zhejiang Chinese Medical University, Hangzhou, Zhejiang Province, People’s Republic of China
| | - Caiming Xu
- Humanities and Management School, Zhejiang Chinese Medical University, Hangzhou, Zhejiang Province, People’s Republic of China
| | - Yanxiang Sun
- Humanities and Management School, Zhejiang Chinese Medical University, Hangzhou, Zhejiang Province, People’s Republic of China
| | - Xuehui Meng
- Humanities and Management School, Zhejiang Chinese Medical University, Hangzhou, Zhejiang Province, People’s Republic of China
- Correspondence: Xuehui Meng Humanities and Management School of Zhejiang Chinese Medical University, 548# Binwen Road, Binjiang District, Hangzhou, 310051, People’s Republic of ChinaTel/Fax +86 571-86633056 Email
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Hussain M, Rehman R, Ikramuddin Z, Asad N, Farooq A. Inpatient satisfaction at different public sector hospitals of a metropolitan city in Pakistan: a comparative cross-sectional study. Hosp Pract (1995) 2018; 46:88-96. [PMID: 29322848 DOI: 10.1080/21548331.2018.1427410] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 10/18/2022]
Abstract
OBJECTIVE To observe inpatient satisfaction at different public sector hospitals of Karachi, Pakistan. METHODS A cross sectional study was carried out during 2010-2012 in four major public sector hospitals of Karachi. A total of 710 patients completed the study. Responses were gathered in a self-structured questionnaire that comprised of four dimensions of satisfaction with doctor, staff, administration and treatment. Average Score of each dimension was taken and compared using one way analysis of variance. RESULT Satisfaction with doctors, staff and administration of provincial and federal hospitals were comparatively similar (P > 0.05). However, satisfaction with treatment significantly differed in all four hospitals (P < 0.0001). Highest satisfaction with treatment was observed among inpatients of hospital running by medical institute (P < 0.0001). Comparison with respect to different departments revealed significant difference for treatment satisfaction of medicine and surgery units. Patients who were admitted from emergency mode acquired lowest satisfaction in all aspects. CONCLUSION Response of inpatients from public sector hospitals showed satisfaction with healthcare personnel and related administration. However, treatment dimension needs to be improved to get more satisfaction.
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Affiliation(s)
- Mehwish Hussain
- a Department of Research , Dow University of Health Sciences , Karachi , Pakistan
| | - Rehana Rehman
- b Department of Biological and Biomedical Sciences , Aga Khan University , Karachi , Pakistan
| | - Zia Ikramuddin
- c Department of Biochemistry , Dow University of Health Sciences , Karachi , Pakistan
| | - Nava Asad
- d Dow Medical College , Dow University of Health Sciences , Karachi , Pakistan
| | - Ayesha Farooq
- d Dow Medical College , Dow University of Health Sciences , Karachi , Pakistan
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Almutairi KM. Culture and language differences as a barrier to provision of quality care by the health workforce in Saudi Arabia. Saudi Med J 2016; 36:425-31. [PMID: 25828278 PMCID: PMC4404475 DOI: 10.15537/smj.2015.4.10133] [Citation(s) in RCA: 46] [Impact Index Per Article: 5.8] [Reference Citation Analysis] [Abstract] [MESH Headings] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/21/2022] Open
Abstract
Objectives: To identify, synthesize, and summarize issues and challenges related to the culture and language differences of the health workforce in Saudi Arabia. Methods: A comprehensive systematic review was conducted in May 2014 to locate published articles. Two independent researchers in consultation with several experts used 4 electronic databases (ISI Web of Knowledge, Science Direct, PubMed, and Cochrane) to scrutinize articles published from January 2000 - March 2014. Each of the studies was given a quality assessment rating of weak, moderate, or strong, and was evaluated for methodological soundness using Russell and Gregory’s criteria. Results: The online literature search identified 12 studies that met the inclusion criteria. Lack of knowledge of non-Muslim nurses or culture in Saudi Arabia, difficulties in achieving cultural competence, and culture shock were documented as cultural difference factors. Issues in language difference include the clarity of language use by health care providers in giving information and providing adequate explanation regarding their activities. Conclusion: The available information provided by this review study shows that there is a communication barrier between patients and health care workers such as healthcare workers demonstrate low cultural competency. Despite the fact that the government provides programs for expatriate healthcare workers, there is a need to further improve educational and orientation programs regarding the culture and language in Saudi Arabia.
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Affiliation(s)
- Khalid M Almutairi
- Department of Community Health Sciences, King Saud University, Riyadh, Kingdom of Saudi Arabia. E-mail.
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Kabatooro A, Ndoboli F, Namatovu J. Patient satisfaction with medical consultations among adults attending Mulago hospital assessment centre. S Afr Fam Pract (2004) 2016; 58:87-93. [PMID: 28480060 PMCID: PMC5417694 DOI: 10.1080/20786190.2016.1177977] [Citation(s) in RCA: 3] [Impact Index Per Article: 0.4] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/19/2022] Open
Abstract
Background Patient satisfaction is known to positively influence patients’ compliance with medical advice. In Africa, and specifically Uganda, this interaction has rarely been put to scientific inquiry. This study aimed to determine the level of patient satisfaction and identify factors influencing satisfaction with medical consultations among adults attending Mulago Assessment Centre. Methods This was a quantitative descriptive cross-sectional study where 384 respondents were interviewed using a structured questionnaire adapted from the Medical Interview Satisfaction Scale (MISS-21) with a four-point Likert scale. Patient satisfaction was measured using four dimensions namely: information provision, clinicians’ communication skills, perceived consulting time and patient’s confidence in the clinician. Respondents’ mean scores were categorised as satisfied or dissatisfied. Multivariate linear regression analysis assessed the effect of independent variables on the regression factor score of the dependent variable. Significance level was set at p < 0.05. Final data analysis was done using STATA version 11.0. Results Of the sample, 53.9% were satisfied with the medical consultation. Patients’ average scores showed lowest satisfaction for information provision (2.7 points) compared with communication skills (3.22 points), patient confidence in the clinicians (3.22 points) and consultation time (3.05 points). Being older, employed, living further away from the health centre and frequently visiting the centre were positively associated with patient satisfaction. Conclusions Patient satisfaction was largely affected by interpersonal factors. This highlights the need for training of clinicians on the importance of adequate information provision, good communication skills and technical competences like thorough examination of patients and relieving worries about illness during the consultation.
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Affiliation(s)
- Angella Kabatooro
- Department of Family Medicine, Makerere University College of Health Sciences, Kampala, Uganda
| | - Fred Ndoboli
- Department of Family Medicine, Makerere University College of Health Sciences, Kampala, Uganda
| | - Jane Namatovu
- Department of Family Medicine, Makerere University College of Health Sciences, Kampala, Uganda
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Chen H, Li M, Wang J, Xue C, Ding T, Nong X, Liu Y, Zhang L. Factors influencing inpatients' satisfaction with hospitalization service in public hospitals in Shanghai, People's Republic of China. Patient Prefer Adherence 2016; 10:469-77. [PMID: 27110101 PMCID: PMC4831604 DOI: 10.2147/ppa.s98095] [Citation(s) in RCA: 16] [Impact Index Per Article: 2.0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Journal Information] [Submit a Manuscript] [Subscribe] [Scholar Register] [Indexed: 11/24/2022] Open
Abstract
OBJECTIVE The aim of this study was to observe the current status of inpatient satisfaction and analyze the possible factors influencing patient satisfaction during hospitalization. METHODS A cross-sectional investigation was conducted to obtain basic information about inpatient satisfaction, and statistical methods were used to describe and analyze the data. A total of 878 questionnaires were included in this study. A 5-point Likert scale rating was employed to assess items related to hospitalization care. Nonparametric tests and ordinal logistic analysis were used to explore the relationship between predictors and the patients' overall satisfaction. RESULTS Among the respondents, 89.75% were satisfied overall with the service they received during hospitalization, while 0.57% reported dissatisfaction. Inpatient demographic characteristics such as sex of the patients, occupation, age, and residence had significant associations with satisfaction, while monthly income and marital status did not. Additionally, the statistical outcome indicated that doctors' and nurses' service attitudes, and expenditure and environment were found to have an impact on the inpatient satisfaction ratings, with odds ratio of 2.43, 3.19, and 2.72, respectively. CONCLUSION This study emphasizes the influence of sex of the patients, the service attitudes of the doctors and nurses, and expenditure and environment on inpatient satisfaction. An increase in satisfaction ratings concerning the areas of doctors' and nurses' service attitudes, and expenditure and environment can improve the overall satisfaction levels. Responsible health management departments should pay attention to patient satisfaction and improve the quality of relevant health services, thus ultimately enhancing inpatients' hospitalization experiences.
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Affiliation(s)
- Haiping Chen
- Department of Military Health Management, College of Health Service, Second Military Medical University, Shanghai, People’s Republic of China
| | - Meina Li
- Department of Military Health Management, College of Health Service, Second Military Medical University, Shanghai, People’s Republic of China
| | - Jingrui Wang
- Department of Military Health Management, College of Health Service, Second Military Medical University, Shanghai, People’s Republic of China
| | - Chen Xue
- Department of Military Health Management, College of Health Service, Second Military Medical University, Shanghai, People’s Republic of China
| | - Tao Ding
- Department of Military Health Management, College of Health Service, Second Military Medical University, Shanghai, People’s Republic of China
| | - Xin Nong
- Department of Medical Research, Rizhao Maternity and Infant Hospital, Shandong, People’s Republic of China
| | - Yuan Liu
- Department of Military Health Management, College of Health Service, Second Military Medical University, Shanghai, People’s Republic of China
| | - Lulu Zhang
- Department of Military Health Management, College of Health Service, Second Military Medical University, Shanghai, People’s Republic of China
- Correspondence: Lulu Zhang, Department of Military Health Management, College of Health Service, Second Military Medical University, 800 Xiangyin Road, Yangpu District, Shanghai 200433, People’s Republic of China, Tel +86 21 8187 1421, Fax +86 21 8187 1436, Email
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Abstract
AIM The purpose of this study was to assess the work environment as perceived by nurses in a large tertiary hospital in Saudi Arabia. BACKGROUND The quality of patient care services has been associated with the quality of work environment of nurses. It is therefore important to assess the work environment in order to acquire baseline data and enable the institution to benchmark their status from established quality standards. METHOD This study used a descriptive survey with 1007 staff nurses across service units of a 1000-bed government-operated hospital. The American Association of Critical-Care Nurses (AACN) Healthy Work Environment Assessment Questionnaire was used for data collection. Scores were aggregated and interpreted. RESULT Effective decision making, authentic leadership, appropriate staffing, true collaboration, skilled communication and meaningful recognition were rated as good (mean range 3.53-3.76). CONCLUSION Healthy work environments mutually benefit patients, nurses, nurse managers, health care providers, the health team, administration, the institution and the community at large. IMPLICATIONS FOR NURSING MANAGEMENT Valuable baseline data on the status of the work environment in this setting were generated. This should allow administrators and staff to work together in improving weaknesses and strengthening further whatever gains that are attained to ensure consistent provision of safe and quality patient care.
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Affiliation(s)
- Ahmad E Aboshaiqah
- Department of Nursing Administration and Education, College of Nursing, King Saud University, Riyadh, Kingdom of Saudi Arabia
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Bastos GAN, Fasolo LR. Fatores que influenciam a satisfação do paciente ambulatorial em uma população de baixa renda: um estudo de base populacional. REVISTA BRASILEIRA DE EPIDEMIOLOGIA 2013. [DOI: 10.1590/s1415-790x2013000100011] [Citation(s) in RCA: 9] [Impact Index Per Article: 0.8] [Reference Citation Analysis] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/22/2022] Open
Abstract
OBJETIVO: Medir a prevalência de satisfação geral com a última consulta médica e seus fatores associados entre adultos com 20 anos ou mais, em uma cidade do Sul do país. MÉTODOS: Estudo transversal de base populacional realizado em Porto Alegre-RS, de julho a dezembro de 2009. Foi utilizada amostragem sistemática com probabilidade proporcional ao tamanho de cada um dos 121 setores censitários da região em estudo. A satisfação geral da última consulta foi avaliada por questionário padronizado. As variáveis independentes foram: sexo, idade, cor da pele, classe social, escolaridade, motivo e local da consulta. Na análise bruta empregou-se o teste qui-quadrado e na ajustada regressão de Poisson com variância robusta, com os resultados expressos em razões de prevalências. RESULTADOS: Dos 3.700 indivíduos elegíveis, 3.391 responderam a pesquisa. Desses, 64,8% consultaram nos três meses antecedentes a entrevista. Em relação à satisfação geral da última consulta, 63,7% referiram estar satisfeitos e 23,2% estar muito satisfeitos. Na análise ajustada, indivíduos que consultaram em locais conveniados/privados apresentaram uma probabilidade 1,15 vezes maior de estar satisfeitos comparados a locais públicos. A facilidade para conseguir a consulta, o fato de ter sido bem tratado pela recepcionista e pelo médico esteve diretamente relacionado com uma maior satisfação. O tempo de espera para ser atendido esteve inversamente associado à satisfação tanto na análise bruta quanto na ajustada. CONCLUSÃO: O presente estudo revelou elevada prevalência de satisfação com a consulta médica e uma associação significativamente positiva entre satisfação e consulta em locais conveniados ou privados.
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Improving quality of medical treatment and care: are surgeons' working conditions and job satisfaction associated to patient satisfaction? Langenbecks Arch Surg 2012; 397:973-82. [PMID: 22638703 DOI: 10.1007/s00423-012-0963-3] [Citation(s) in RCA: 21] [Impact Index Per Article: 1.8] [Reference Citation Analysis] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 01/23/2012] [Accepted: 05/16/2012] [Indexed: 01/14/2023]
Abstract
BACKGROUND Over the last decades, surgeons, researchers, and health administrators have been working hard to define standards for high-quality treatment and care in Surgery departments. However, it is unclear whether patients' perceptions of medical treatment and care are related and affected by surgeons' perceptions of their working conditions and job satisfaction. The aim of this study was to evaluate patients' satisfaction in relation to surgeons' working conditions. METHODS A cross-sectional survey with 120 patients and 109 surgeons working in Surgery hospital departments was performed. Surgeons completed a survey evaluating their working conditions and job satisfaction. Patients assessed quality of medical care and treatment and their satisfaction with being a patient in this department. RESULTS Seventy percent of the patients were satisfied with performed surgeries and services in their department. Surgeons' job satisfaction and working conditions rated with moderate scores. Bivariate analyses showed correlations between patients' satisfaction and surgeons' job satisfaction and working conditions. Strongest correlations were found between kindness of medical staff, treatment outcome and overall patient satisfaction. CONCLUSION This study demonstrates strong associations between surgeons' working conditions and patient satisfaction. Based on these findings, hospital managements should improve work organization, workload, and job resources to not only improve surgeons' job satisfaction but also quality of medical treatment and patient satisfaction in Surgery departments.
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