A study of patient satisfaction as an evaluation parameter for utilization of primary health care services

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.