الفهرس يوجد فقط 14 صفحة متاحة للعرض العام
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المستخلص
Patient satisfaction is an important tool to measure the performance of health care providers. Also, it plays an important role in the assessment of health services quality. It predicts important aspects of care including the likelihood of following medical advice, the strength of the patient-physician relationship, and continuity of care. In addition, patient who are dissatisfied are more likely to switch physicians and medical groups which could lead to decreased viability of the medical practice. Health plans are also using satisfaction ratings to modify payment and capitation rates, provide bonuses, and identify outliers, at both the medical group and individual physician levels. Finally, purchasers of care are basing contracting decision at least in part on patient satisfaction reports. Indeed, a standardized patient satisfaction survey is required for health plans seeking accreditation.
The aim of this study was improving the quality of Primary Health Care (PHC) services.
The objectives of this study were to assesse patient satisfaction in PHC in Sharkia Governorate in the year 2009, to detect the causes and underlying factors of patient dissatisfaction and to structure a plan to improve patient satisfaction.
This study was carried out on 893 patients from 18 PHC Facilities in Sharkia Governorate. Data was collected through patient interview sheet which asked about seven domains of patient satisfaction including; reception service, doctors’ performance, nurses’ performance, accessibility in time and place, health care environment, services provided by PHC Facilities, and patients’ rights.
Responses of patients were put in 5- points Likert Scale from excellent to poor, then the level of patient satisfaction was evaluated as follows; if less than 60% (unsatisfied), from 60%- 80% (partially satisfied), and if more than 80% (strongly satisfied). This was calculated for each domain of patient satisfaction. Then general satisfaction score was calculated and its relation to all studied sociodemographic characteristics was identified. Finally, Pareto analysis for causes of dissatisfaction was done.