Please use this identifier to cite or link to this item:
|Title||Patients' Satisfaction with Community Mental Health Centers Services at Ministry of Health in Gaza Governorates|
One of the important goals of any health system is to deliver high quality health services and respond to the needs of service users. Patients' satisfaction is one of the most sensitive indicators of quality of services as it measures the gap between what is expected and ideal from one side and what actually exists in reality. The aim of this study was to assess the level of patient satisfaction with community mental health services provided to them through six community mental health centers at Ministry of Health in Gaza Governorates and also to determine the factors influencing patient satisfaction for those services in order to provide information that could contribute to identify the most important aspects that could possess the satisfaction of service users, as well as the most important aspects that need improvement and development to enhance quality of services provided by community mental health centers. The study was conducted during the period from April to June 2012. The design of this study is quantitative, descriptive, analytical, cross-sectional one. Interviewed questionnaire was developed and focused on patient's satisfaction. The study sample 400 patients were randomly selected, 271 of them actually participated in the study and completed face to face interviewed questionnaire according to Likert scale within the centers filled by the researcher himself and two well trained data collectors with a response rate of 67%. Validity and reliability of the instrument were tested and the total instrument reliability test (Cronbach's Alpha) was 0.93. Six dimensions of patients' satisfaction were considered in this study; namely, general impressions, accessibility of services, communication, interaction and information, physical environment of the center, technical quality and convenience and responsiveness. The findings elicited satisfaction scores about these domains varied and ranged from 58.19% to 77.81% with moderate level of overall satisfaction 66.89%. The highest level of satisfaction was found with the physical environment of the center while, the lowest level of satisfaction was found with accessibility of services. The study revealed that, there were statistically significant differences in the overall satisfaction with place of living, so that the patients who living in Rafah governorate more satisfaction with the services than other governorates. In contrast, age, sex, marital status, level of education, current occupation, income, the diagnosis and duration of disorder did not show statistically significant difference on patients' level of satisfaction. The study recommended the geographical redistribution of community mental health centers to enable the patients easy access to services, increase number of home visits for patients who are unable to attend to receive the service, make improvements to the internal environment of the centers, and provision of sufficient quantities of drugs permanently, reduce waiting times of patients by scheduling to review patients, involving patients in the development of therapeutic plans, and improve communication skills and interaction between service providers and patients, all of these factors are important for improving the level of patients' satisfaction with community mental health centers services.
|Publisher||الجامعة الإسلامية - غزة|
|Files in this item|