Measuring patients' satisfaction and its predictors in primary health care clinics and emergency rooms in Kuwait: A comparison study.

摘要

A descriptive, cross-sectional research study was conducted to measure patient satisfaction with physician services and its correlates in Kuwait. The relationship between sociodemographic factors such as age, gender, marital status, and patients' overall satisfaction were examined. Additional goals included, examining the correlation between patients' overall satisfaction and dimensions of care such as interpersonal, technical, accessibility and convenience, and availability. A self-administered survey was used that included 31 closed-ended and two open-ended questions. The sample size for this study was 530 patients.; Using the Pearson correlation coefficient, the study results indicate that the interpersonal dimension of care has the strongest correlation with patients' overall satisfaction in both the ER (r = .516) and the clinics (r = .515).; In general, analyses of both variance and t-test revealed no significant differences between the sociodemographic variables and patients' overall satisfaction; except for one significant difference that was found in the ER, where non-Kuwaitis were found to be more satisfied than Kuwaitis. The mean of the overall patients' satisfaction was measured in the ER and was found to equal 3.15 with a standard deviation of .85. In the clinic, however, the mean was calculated and found to be 3.03 with a standard deviation of .79.; Analysis of individual items in the two settings revealed significant results. For example, patients in the primary care setting were more satisfied with the degree of empathy shown by the doctor, with the waiting time and comfort of the waiting area; with doctors who suggested a diet suitable for a patient's condition; with the amount of respect shown by doctors; and with the time allotted by doctors for the patients to ask questions. On the other hand, patients in the ER showed a higher satisfaction with the medical services provided and with the degree of effectiveness of medications prescribed in the ER.; Stepwise regression revealed that doctor examining the patients thoroughly is the strongest predictor of overall satisfaction in the ER, while in the clinic doctors' skills and experience was found to be the strongest predictor.