Patients' Satisfaction with the Quality of Health Services Provided at the Outpatient Department at Al-Shifa Hospital

Abstract

This study aims to assess the patient's level of satisfaction with health services provided at Outpatients' Department at Al-Shifa Hospital. The design of this study is quantitative, descriptive, analytical, cross-sectional one. Interviewed questionnaire was developed and focused on patient's satisfaction. Probability systematic random sample was used in this study and 450 participants were interviewed with a response rate of 90%. Validity and reliability of the instrument were tested and the total instrument reliability test (Cronbach's Alpha) was 0.91. Five dimensions of patients' satisfaction were considered in this study; namely, access to care, physical environment, patients' expectations, waiting time in addition to information and interaction. The overall patients' level of satisfaction was 63.9%. The patients' expectation dimension reported the highest level of satisfaction (68.1%), while, the waiting time dimension reported …