Patient satisfaction with primary health care services in the United Arab Emirates

Margolis, Stephen A., Al-Marzouqi, Sumayya, Revel, Tony, and Reed, Richard L. (2003) Patient satisfaction with primary health care services in the United Arab Emirates. International Journal for Quality Health Care, 15 (3). pp. 241-249.

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Objective: This study evaluated the suitability of a patient satisfaction questionnaire to survey health care consumers of traditional Arabic background.

Design: A cross-sectional survey using an Arabic language questionnaire that drew upon concepts of patient satisfaction measurement in Western research literature. All participants were interviewed once by experienced interviewers to ascertain their levels of satisfaction with their health care service.

Setting: Patient satisfaction was compared between the only resource-intensive clinic (RIC) in the United Arab Emirates and one resource-thrifty clinic (RTC) located in an adjacent suburb and serving essentially the same population.

Study participants: A random sample of patients attending the RIC and RTC over a 5-day period.

Main outcome measures: Six domains of patient satisfaction were measured.

Results: Compared with the RTC (n = 125), the RIC (n = 156) scored significantly higher in continuity (P = 0.001), comprehensiveness (P < 0.001), health education (P = 0.05), effectiveness (P = 0.001), and overall satisfaction (P < 0.001), while accessibility (P = 0.130) and humaneness (P = 0.102) were not significantly different. Humaneness scored the highest and continuity the lowest at both clinics. Older people’s satisfaction was higher for comprehensiveness but otherwise the same as those who were younger. More highly educated people’s satisfaction was lower for effectiveness, but otherwise the same as those who were less educated. Men and women had equal levels of satisfaction.

Conclusions: The significantly higher patient satisfaction in the RIC compared with the RTC was a strong a priori expectation, suggesting that this satisfaction questionnaire is a useful quality assurance tool in this setting.

Item ID: 8783
Item Type: Article (Research - C1)
ISSN: 1464-3677
Keywords: developing country, models of care, patient satisfaction, primary care
Date Deposited: 14 Apr 2010 01:00
FoR Codes: 11 MEDICAL AND HEALTH SCIENCES > 1117 Public Health and Health Services > 111717 Primary Health Care @ 100%
SEO Codes: 92 HEALTH > 9202 Health and Support Services > 920299 Health and Support Services not elsewhere classified @ 100%
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