Directorate of Health Affairs, Ministry of Health, Jeddah, KSA.
Directorate of Health Affairs for Public Health Division, Ministry of Health, Jeddah, KSA.
J Epidemiol Glob Health. 2019 Jun;9(2):135-142. doi: 10.2991/jegh.k.190522.001.
In today's competitive and media-influenced health care environment, resource utilization is driven by patient outcome. A key criterion to evaluate the quality of health care services is to assess patients' satisfaction. The objectives of this study were to compare patients' satisfaction in the first and last quarters after Primary Health Care Centers' (PHCCs) integration with Ministry of Health (MOH) hospitals in Jeddah, and to identify the factors contributing toward patient's satisfaction in first and last quarters. This cross-sectional study was conducted among patients visiting PHCCs in the first and last quarters. Randomly selected participants were interviewed using a validated closed-ended questionnaire, part of which also included modified Patient Satisfaction Questionnaire (PSQ18) with its subscales and standard cutoffs. Chi-squared test and multinomial logistic regression analysis were run to find the factors associated with satisfaction. The overall satisfaction in our study participants was 66.3% in the first quarter as compared with 83% in the last quarter. The mean scores of most PSQ18 subscales in the first and last quarters after the integration showed significant difference. Multinomial logistic regression analysis of the first quarter after integration showed three to fourfold increase in satisfaction of individuals who perceive an improvement in registration counters' load, cleanliness of centers, satisfaction with the staff's behavior, and ease in referral as compared with non-satisfaction [OR 3.60 ( = 0.018); OR 4.33 ( = 0.001); OR 2.47 ( = 0.055); and OR 4.45 ( = 0.005), respectively]. However, in the last quarter those satisfied with the staff's behavior (OR 2.48, = 0.038), and dental facilities (OR 2.74, = 0.043) had an odds ratio of ≥2. PHCCs integration with the hospitals is an effective strategy, which not only has improved functionality but has a significant effect on patient's satisfaction. Treating patients served by PHCCs integrated with hospitals is thus recommended.
在当今竞争激烈且受媒体影响的医疗保健环境中，资源利用取决于患者的治疗效果。评估医疗保健服务质量的一个关键标准是评估患者的满意度。本研究的目的是比较患者在加入沙特吉达卫生部医院的基层医疗保健中心（PHCC）后的第一个和最后一个季度的满意度，并确定导致患者在第一个和最后一个季度满意度的因素。这项横断面研究是在 PHCC 就诊的患者中进行的，在第一个和最后一个季度随机选择参与者进行访谈，并使用经过验证的封闭式问卷进行调查，部分问卷还包括经过修改的患者满意度问卷（PSQ18）及其分量表和标准截止值。进行卡方检验和多项逻辑回归分析，以找到与满意度相关的因素。我们的研究参与者在第一个季度的总体满意度为 66.3%，而在最后一个季度为 83%。整合后的第一个和最后一个季度 PSQ18 大部分分量表的平均分有显著差异。整合后的第一个季度的多项逻辑回归分析显示，与不满意的个体相比，认为挂号柜台负荷、中心清洁度、对员工行为的满意度和转诊便利性有所改善的个体的满意度增加了三到四倍[OR3.60（=0.018）；OR4.33（=0.001）；OR2.47（=0.055）；OR4.45（=0.005）]。然而，在最后一个季度，对员工行为（OR2.48，=0.038）和牙科设施（OR2.74，=0.043）满意的个体的优势比≥2。PHCC 与医院的整合是一项有效的策略，不仅改善了功能，而且对患者的满意度产生了重大影响。因此，建议为接受 PHCC 整合医院服务的患者提供治疗。
