el Shabrawy Ali M
Department of Family and Community Medicine, College of Medicine, King Saud University, Riyadh, Saudi Arabia.
J R Soc Health. 1992 Apr;112(2):64-7. doi: 10.1177/146642409211200203.
Patient satisfaction is of value to primary health care authorities. The main objective of this study was to estimate patient satisfaction with respect to primary health care services in Riyadh City. 14 primary health care centres were chosen randomly to represent geographic areas of Riyadh. Information was collected through a pre-tested questionnaire conducted by 30 well-trained final year medical students. Systematic sampling of family files was conducted and the household head was interviewed. 900 respondents were interviewed concerning their satisfaction with the services delivered. 40% were dissatisfied. One third of the dissatisfied said that the centre was too far away: 19.4% complained that the working hours of the centre were not suitable: 38.9% complained about the absence of specialty clinics: 19.4% had language barriers with the physicians: 63.9% complained about the delay in the centre: 16.7% of the satisfied and 38.9% of the dissatisfied complained that the physicians do not explain to them their health problems and their treatment. In 22.7% of the non-satisfied category, physician's explanations were neither clear nor understandable. The Primary Health Care Centre will be the first choice if they feel sick for 74.6% of the satisfied category and 61.1% for the non-satisfied category. Implications of the findings are discussed and recommendations are given to rectify certain situations.
患者满意度对初级卫生保健机构具有重要意义。本研究的主要目的是评估利雅得市患者对初级卫生保健服务的满意度。随机选取了14家初级卫生保健中心以代表利雅得的不同地理区域。信息通过由30名训练有素的医学专业最后一年学生进行的预先测试问卷收集。对家庭档案进行系统抽样并采访户主。就他们对所提供服务的满意度采访了900名受访者。40%的人不满意。三分之一的不满意者表示中心距离太远；19.4%的人抱怨中心的工作时间不合适；38.9%的人抱怨没有专科诊所；19.4%的人与医生存在语言障碍；63.9%的人抱怨在中心等待时间过长；16.7%的满意者和38.9%的不满意者抱怨医生没有向他们解释健康问题和治疗方法。在22.7%的不满意人群中，医生的解释既不清楚也难以理解。对于74.6%的满意人群和61.1%的不满意人群而言，如果生病，初级卫生保健中心将是他们的首选。讨论了研究结果的影响并针对某些情况给出了建议。
