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JUST Health Centre Irbid, Jordan
Safwan Omar Al-Omari, Abd Alrahman Fawwaz Almasri, Hussam Saleh
Asslayyem, Malak Fuad Battah, Walaa Ali Shatnawi, Remah Ziad Altwissi,
Weam Mohammad Odaibat.
Table of Contents
Acknowledgments 3
Abstract 4
Introduction 10
Method 13
Results 16
Conclusions and Recommendations 44
References 46
We would like to extend our sincerest thanks and appreciation to Professor Sa'ad Hijazi for his great
supervision , guidance, background knowledge, patience and editing skills in the completion of this document. We would like to extend our gratitude to every single patient who helped us accomplish this study. Special thanks to our colleagues for their work
Thanks are also extended to all the members of JUST Health Centre, Irbid for their cooperation. We have wholeheartedly enjoyed the challenge of building up this study.
Acknowledgments
Steering committee
1. Abstract
1.1 Background: Patient’ satisfaction represents a major valve in the evaluation process of the quality of the health care delivery system, therefore this internationally accepted factor needs to be studied appropriately for the smooth functioning of the health care systems. A patient satisfaction survey can play the role and can be an important tool for health care providers who are intent on improving patient experience.
1.2 Aim of the study: The aim of the study is to spot light on the overall patient satisfaction in JUST Health Centre, Irbid, and to determine what aspects of healthcare provision are most likely to influence satisfaction with care and willingness to recommend services to others.
1.3 Method: This is a cross-sectional study which was conducted in JUST Health Centre,Irbid, by the public health department in JUST during the period of Tuesday 30/6/2015 to Tuesday 7/7/2015. A questionnaire-based survey was done to collect data from visitors of the family medicine outpatient clinics in JUST health centre during that period. The survey conducted interviews with 383 clients. The interviews included:
1. Personal information such as, age, sex, area of residence, education, etc. 2. Access to care, ease of reach, waiting times and convenience of waiting rooms. 3. Availability of the required lab tests, imaging and drugs. 4. Satisfaction with specific aspects of their visit such as technical competence of staff
(the client’s perception), interpersonal communication issues, etc.
5. Composite measures of quality of care including privacy. Data were computerized, processed and analyzed using the SPSS program.
1.5 Results:
95.3% of the patients surveyed were generally satisfied with the centre’s health service and Only 18 (4.7%) patients were generally unsatisfied with the service, 10 of them were young adults, 2 children, 4 adolescents and 2 middle aged adults.
Of the 383 patients surveyed, the age distribution was: 9 infants, 41 children, 73
adolescents, 173 young adults, 75 middle age adult and 12 elderly patients. It was obvious that the majority of patients were young adults with a percentage of 45.2% followed by 19.6% middle aged, 19.1% adolescents, 10.7 % children, 3.1% elderly and 2.3% infants.
208 (54.3%) female patients were interviewed, 11 of them were unsatisfied, while
175 (45.7%) male patients were interviewed and 7 of them were unsatisfied. The vast majority of patients surveyed were Jordanians with a number of 341(89%)
patients, the rest was distributed on a wide range of other nationalities listed as : 2 Bahrainis, 1 Tunisian, 4 from Saudi Arabia, 14 Syrians, 3 Iraqi, 1 intern Arab, 10 Palestinians, 1 Kuwaitis, 1 Lebanese, 2 Malaysians and 2 Yemenis.
A total of 256 (66.8%) patients were living in Irbid, 16 of them were unsatisfied. 86
(22.5%) patients were from regions around Irbid, and only one of them was unsatisfied. 40 (10.4%) patients living in Jordan but outside Irbid, none of them was unsatisfied.
The majority of the patients 269 (70.2%) were with a bachelor degree and the
distribution of the level of education was : 77 (20.1%) High school and below, 6 (1.6%) diploma, 27 (7%) Higher degrees and 4 (1%) not educated. Of these, 15 Bachelor degree holders, 2 high school and below patients and 2 higher degree
holders were unsatisfied. Of the sample studied, 371 (96.9%) patients were insured and 12 (3.1%) patients
were not. 17 of those insured and only 1 uninsured patients were unsatisfied. 199 (52%) had students' insurance, 169 (44.1%) had employees' insurance and 3
(0.8%) patients had other types of insurances. 9 of the students' insurance holders, 8 of the employees' insurance holders and 1 of other insurances holders were unsatisfied with the service.
There was a wide range and variation of complaints, most frequent ones were
regular workups and medication refills, percentages of complaints were as follows: 17.8% for laboratory workups, 12.5% to refill medications, 4.4% for vaccinations, 5% abdominal pain, 3.7% throat pain, 1.8% nasal congestion, 1.8% elevated blood pressure, 2.1% dizziness, , 5.2% general weakness, 2.6% acne, 2.9% fever, 3.9% cough, 2.6% headache, , 5.5% follow up visits for previous complaints.
It was a first time visit for 13.6% of the sample studied, not first time but not a
frequent one for 19.6% and regular visitors for 66.8% of the sample. Time needed to reach the centre was good and acceptable for 344 (89.8%) of
patients, 28 (7.3%) needed long time to arrive and 11 (2.9%) were neutral about it. Time needed to wait until patient’s file is ready was good and acceptable for 224
(65.9%) of patients, 75 (22.1%) waited long time and 41 (12.1%) were neutral about it.
Time spent in the waiting room before entering the physician’s room was good and
appropriate for 234 (61.1%) of the patients, but it was inappropriate for 101 (26.4%) and 48 (12.5%) were neutral about it.
The waiting room was clean and comfortable for 375 (97.9%) of patients ,but 5
(1.3%) patients disagreed with that.
Time lapses between follow-up visits were appropriate for 225 (58%) of the patients, was not appropriate for 27 (7%) patients and 131 (34.2%) patients were neutral.
319 (83%) of the patients were satisfied with the duration of the duration spent in
the physician’s/health provider’s room and said it was enough, 37 (9.7%) were unsatisfied.
91.1 % of the patients confirmed that physician/health care provider had listened to
their complaints carefully but 5% denied that. 75.2% of the patients agreed that the physician/health care provider asked them if
they had other important complaints but 15.7% disagreed with that. 62.1% of the patients were physically examined by the physician/health provider
and 24.3% were not. 82% of the patients were satisfied with the privacy policy of the centre but 10.4%
of them were not. 74.7% of the patients confirmed that the physician/health provider had explained
the problem and discussed the plan of management or treatment in a good and understandable way but 14.4% disagreed with that.
55.1% of the patients agreed that they were involved in the decision-making and
planning by the physician, but 24.3% said they were not. 71.5% of the patients agreed that the required laboratory test and medications
were available at the centre but 17.2% disagreed. 73.4% of the patients agreed that the physician/health provider demonstrated
empathy but 12.3% disagreed with that. 95.6% of patients agreed that physician/health provider had treated them in a
professional and respectful way and only .8% of patients disagreed. 84.1% of the patients said that the medical staff (nurses, reception..) delivered the
appropriate needed care but 7.3% disagreed. About 59.3% of the patients were satisfied with the emergency department service,
7.3% were unsatisfied and 33.4% were neutral since they did not visit the department.
93.2% of the patients would recommended the centre for others and only 4.7%
would not recommend it. 1.6 Recommendations:
Studies should be conducted to figure out at which times of the day & week the health centre is busiest. Accordingly:
1. The number of health care providers working any particular time should fit the demand as much as possible.
2. Follow up visits should be set at times when demand is predictably lower.
Patients' medical records should be completely computerized.
Privacy policies should be implemented to each patient, as it is an easy job and will give more convenience for a large proportion of the patients.
Physical examination should be given more concern as a part of the health care delivery process.
Availability of drugs in the pharmacy and needed tests in the laboratories should be increased.
Holding workshops to discuss the concept of Shared Decision Making (SDM).
Spreading awareness among patients themselves about their basic rights.
Establishing a feedback mechanism by which patients can answer certain questions about their physicians and encouraging physicians who exhibit good counseling skills by appropriate means.
The physician/health care provider should be notified about the importance of :
1. Asking all patients if they have other important complaints. 2. Importance of discussing the problem and the plan of management in a
good and understandable way. 3. Involving the patient in the decision making.
Time needed to wait until patient’s file is ready and time spent in the waiting room should be reduced as much as possible.
The length of the time spent in the physician’s/health provider’s room should be increased as much as possible in order to cover all patient's needs.
Although the vast majority of patients were satisfied with other services and components of the health delivery system, there is still a big chance to reach the satisfaction peak .
Patient Satisfaction with services in JUST Health Centre:
a descriptive study
2. Introduction
2.1 Background
The concept of “Patient Satisfaction” in healthcare has gained a lot of international attention owing to its strong relationship with the quality of the provided services [1,2], Patient Satisfaction, which refers to patients’ experience and perception [3], can be defined as “the degree of congruency between a patient’s expectations of ideal care and his /her perception of the real care him /her receives” [4]. In addition to its being an indicator for quality, patient satisfaction has been identified as an important factor in determining clinical outcomes, medical malpractice and patient retention [1,2]. Furthermore, patient satisfaction is believed to be a vital indicator of doctors’ success [1,2]. Patient satisfaction with healthcare services is multifactorial. According to Ilioudi et al. [5], factors affecting patient satisfaction can be classified into three categories, which are (i) the socio-demographic characteristics of the patients such as age, gender etc. as well as the patients expectations of the provided healthcare; (ii) characteristics of the healthcare organizations (bureaucracy, access to the healthcare services and the arrangement of economic matters) and (iii) characteristics of the relation between patient and healthcare professionals. In spite of the global interest in patient satisfaction, our review of the available literature on patient satisfaction with healthcare services in Jordan revealed a limited number of publications, most of which have focused on satisfaction with nursing care. Unsurprisingly, developing countries have shown less interest in patient satisfaction compared to the developed ones [6,7]. Among available related studies in Jordan, Mawajdeh et al. [8] conducted a comparative study in 2001 between a university health-centre and a governmental health-centre in Irbid
city. The study showed that the clients of the university health-centre had lower satisfaction and higher expectations levels compared to the governmental health-centre. Additionally, the study showed that less educated clients were more likely to be satisfied with the provided healthcare services. In 2005, a study carried out at the family medicine clinic at Jordan University [9] revealed a good level of satisfaction in general. Clients reported highest satisfaction with nursing services and receptionists' behavior and lowest satisfaction with their physicians and drugs dispense services. The results of a study conducted in medical clinics in Egypt and Jordan in 2006 revealed that the cumulative satisfaction of patients is influenced by five-domains of qualities, namely “quality of object”, “quality processes”, “quality of infrastructure”, “quality of interactions”, and “quality of atmosphere” [10]. In 2007, a national survey was conducted among clients of 39 health centres of Ministry of Health across Jordan [11]. The survey aimed at assessing client satisfaction with three dimensions: facilities, services and providers. The survey reported satisfactory scores of satisfaction for most dimensions with the exception of privacy of care and communication with the providers. Additionally, the study showed that the following client’s characteristics were associated with less level of satisfaction: being from south Jordan, being highly educated and being younger in age.
2.2 Motivation and Relevance
Healthcare settings are demanded to provide quality services with no fault to their clients. Given that patient satisfaction is a major indicator of the provided quality, negative words of mouth may cost a lot of money [12]. Accordingly, it is very important to guarantee satisfaction with the first step being a baseline measure of satisfaction followed by regular measurements. Primary healthcare is the cornerstone in maintaining the overall community health status. Primary health centres are of extreme importance in managing and referring medical cases appropriately, as a result, maintaining an overall satisfaction of clients is crucial to keep individuals enquiring about their health, the most predictable behavior of non-satisfied
patients would be not returning or dropping scheduled visits. Especially in the Jordanian community, such attitude is dangerous as it expand exponentially among population (once a bad reputation is there, people start warning others from visiting a certain facility).
2.3 Research Aim and Objectives This study aims to investigate the level of satisfaction among clients of Jordan University of Science and Technology (JUST) Health Centre. JUST health centre is considered as an educational, training and research centre. Accordingly, this study had 2 objectives.
A. To assess the levels of satisfaction with the services rendered by JUST health centre. B. To identify socio-demographic factors associated with patient (dis)satisfaction. C. Identify the most important factor(s) related to the healthcare facility in determining
patients’ overall satisfaction. D. Identify the most important personal factor(s) (related to the patients themselves) in
determining patients’ overall satisfaction. E. Propose initial steps to increase clients’ satisfaction on the short term. F. Invite for further studies to reveal suitable measures for enhancing healthcare on the
long term according to the outcomes of this study.
3. Methodology This is a cross-sectional study which was conducted in JUST Health Centre, Irbid, by the public health department in JUST during the period of Tuesday 30/6/2015 to Tuesday 7/7/2015. A questionnaire-based survey was done to collect data from visitors of the family medicine outpatient clinics in JUST health centre during that period. The survey conducted interviews with 383 clients. The interviews included: Personal information such as, age, sex, area of residence, education, etc.
Access to care, ease of reach, waiting times and how convenient the waiting rooms
are.
The availability of the required lab tests, imaging and drugs.
Satisfaction with specific aspects of their visit such as technical competence of staff
(the client’s perception), interpersonal communication issues, etc.
Composite measures of quality of care including privacy.
The questionnaire used in the survey can be found in the next page:
Data were computerized, processed and analyzed using the SPSS program.
The Results were obtained from Frequency and Crosstabs, the Binary Logistic Regression and Multivariate Regression were done but no significant relation was noticed, since all of the P –Values were more than 0.05 .
4. Results Hint: some of the Crosstabs results were not significant, nevertheless all of them were included in this section in order to give the reader an opportunity to read them. Of the 383 patients surveyed, the majority of patients were young adults, age
distribution was : 9 (2.3%) infants, 41 (10.7%) Children, 73 (19.1%) adolescents, 173 (45.2%) young adults, 75 (19.6%) middle age adult and 12 (3.1%) elderly patients.
Age groups Total
infant 0 9 9 child 2 39 41 adolescent 4 68 72 young adult 10 163 173 middle age adult 2 73 75 elderly 0 12 12
Total 18 364 382
Age groups
Infant
Child
Adolescent
Young adult
Middle age adult
Elderly
Age Group Frequency Percent
Infant 9 2.3
Child 41 10.7
Adolescent 73 19.1
Young adult 173 45.2
Middle age adult 75 19.6
Elderly 12 3.1
Total 383 100.0
The vast majority of patients surveyed were Jordanians with a number of 341(89%) patients, the rest was distributed with a wide range of other nationalities listed as : 2 Bahrainis, 1 Tunisian, 4 from Saudi Arabia, 14 Syrians, 3 Iraqi, 1 intern Arab, 10 Palestinians, 1 Kuwaitis, 1 Lebanese, 2 Malaysians and 2 Yemenis. 16 (4.6%) of Jordanian patients, 1 Saudi Arabian and 1 Palestinian patients were unsatisfied.
Frequency Percent الجنسية
89.0 341 أردنية
5. 2 بحرينية
3. 1 تونسية
1.0 4 سعودية
3.7 14 سورية
8. 3 عراقية
3. 1 عرب الداخل
2.6 10 فلسطينية
3. 1 كويتية
3. 1 لبنانية
5. 2 ماليزية
3. 1 نيجيرية
5. 2 يمنية
Total 383 100.0
عن الخدمة رض ىال الجنسية
بشكل عام
Total
راض غير راض
341 325 16 أردنية
2 2 0 بحرينية
1 1 0 تونسية
4 3 1 سعودية
14 14 0 سورية
3 3 0 عراقية
1 1 0 الداخل عرب
10 9 1 فلسطينية
1 1 0 كويتية
1 1 0 لبنانية
2 2 0 ماليزية
1 1 0 نيجيرية
2 2 0 يمنية
Total 18 365 383
208 (54.3%) female patients were interviewed, 11 (5.2%) of them were unsatisfied, while 175 (45.7%) male patients were interviewed and 7 (4%) of them were unsatisfied.
عن الخدمة بشكل عام رض ىال الجنس Total
راضغير راض
208 197 11 أنثى
175 168 7 ذكر
Total 18 365 383
Gender
Female
Male
Gender Frequency Percent
Female 208 54.3
Male 175 45.7
Total 383 100.0
The majority of the patients; were with a bachelor degree and the distribution of the level of education was : 269 (70.2%) Bachelor degree, 77 (20.1%) High school and below, 6 (1.6%) diploma, 27 (7%) Higher degrees and 4 (1%) not educated. Of these, 15 Bachelor degree holders were unsatisfied, 2 high school and below patients and 2 higher degree holders were also unsatisfied.
Frequency Percent املستوى التعليمي
70.2 269 بكالوريوس
20.1 77 توجيهي أو ما دون
1.6 6 دبلوم
7.0 27 دراسات عليا
1.0 4 غير متعلم
Total 383 100.0
املستوى التعليمي
عن الخدمة بشكل رض ىال
عام
Total
ضغير را راض
269 254 15 بكالوريوس
أو ما دون توجيهي 2 75 77
6 6 0 دبلوم
27 26 1 دراسات عليا
متعلم غير 0 4 4
Total 18 365 383
Education
بكالوريوس
توجيهي أو ما دون
دبلوم
دراسات عليا
غير متعلم
A total of 256 (66.8%) patients were living in Irbid, 16 of them were unsatisfied. 86 (22.5%) patients were from regions around Irbid only one of them was unsatisfied. 40 (10.4%) patients living in Jordan but outside Irbid, none of them was unsatisfied.
Frequency Percent مكان السكن
3. 1 خارج ألاردن
10.4 40 خارج محافظة إربد
66.8 256 داخل إربد
22.5 86 قرى إربد
Total 383 100.0
مكان السكن
عن الخدمة رض ىال
Total بشكل عام
راض غير راض
ألاردن خارج 1 0 1
خارج محافظة
اربد0 40 40
256 240 16 داخل اربد
86 85 1 قرى اربد
Total 18 365 383
خارج ألاردن
خارج محافظة إربد
داخل إربد
قرى إربد
There was a wide range and variation of complaints, most frequent ones were regular workups and medication refills, percentages of complaints were as the following: 17.8% for laboratory workups, 12.5% to refill medications, 4.4% for vaccinations, 5% abdominal pain, 3.7% throat pain, 1.8% nasal congestion, 1.8% high blood pressure, 2.1% dizziness, , 5.2% general weakness, 2.6% acne, 2.9% fever, 3.9% cough, 2.6% headache, , 5.5% revisits for a previous complaint.
Frequency Percent سبب الزيارة
Insect bite 1 .3
4.4 17 أخذ مطعوم
2.1 8 ألم أثناء التبول
3. 1 ألم أسنان
5. 2 ألم العضالت
3. 1 ألم في اصبع القدم
1.3 5 ألم في ألاذن
5.0 19 ألم في البطن
3. 1 ألم في الثدي
3.7 14 ألم في الحلق
3. 1 ألم في الركبة
1.0 4 ألم في الصدر
1.3 5 ألم في الظهر
3. 1 ألم في العظام
8. 3 ألم في العين
5. 2 ألم في الفم
8. 3 ألم في القدم
8. 3 ألم في املفاصل
3. 1 ألم في اليد
3. 1 ابتالع جسم غريب
1.8 7 احتقان في ألانف
3. 1 احمرار وحكة في العين
1.8 7 ارتفاع ضغط الدم
1.0 4 استفراغ
5. 2 اسهال
3. 1 التخلص من التدخين
3. 1 التعرض لحادث سير
8. 3 السمنة
2.1 8 الشعور بالدوخة
8. 3 انتفاخ البطن
5. 2 انتفاخ الجفن
3. 1 انتفاخ في القدم
3. 1 انتفاخ قي الساق
3. 1 بواسير
12.5 48 تجديد دواء
5. 2 تساقط الشعر
5.2 20 تعب وخمول
3. 1 تغير في لون البول
3. 1 تغير لون اللسان
3. 1 تكيسات املبيض
3. 1 جرح
2.6 10 حبوب على الوجه
2.9 11 حرارة
1.6 6 حرقة في املعدة
1.0 4 حكة في اليدين
3. 1 خدر في اليدين
3. 1 زيادة في عدد مرات التبول
3.9 15 سعال
2.6 10 صداع
3. 1 ضعف في السمع
1.0 4 ضيق في التنفس
2.3 9 طفح جلدي
3. 1 طلب تصوير أشعة
5. 2 عدم القدرة على التركيز
عدم انتظام الدورة
الشهرية2 .5
18.0 69 فحوصات مخبرية
3. 1 قرحة في القدم
شعركيس 2 .5
5.5 21 مراجعه
3. 1 مرض في الغدد الليمفاوية
3. 1 نقص في الحديد
3. 1 نقص في الصفائح
3. 1 ورم في اصبع القدم
Total 383 100.0
It was a first time visit for 13.6% of the sample studied 4 of them were unsatisfied, not first time but not a frequent visitor for 19.6%, 3 of them were unsatisfied and regular visitors for 66.8% of the sample 11 of them were unsatisfied.
Number of visits
الزيارة ألاولى
غير متكرر , ليست ألاولى
متكرر , ليست ألاولى
Frequency Percent عدد الزيارات
13.6 52 الزيارة ألاولى
غير متكرر , ليست ألاولى 75 19.6
متكرر , ليست ألاولى 256 66.8
Total 383 100.0
عن الخدمة رض ىال عدد الزيارات
بشكل عام
Total
راض غير راض
ة ألاولىالزيار 4 48 52
(غير متكرر )ليست ألاولى 3 72 75
(متكرر )ليست ألاولى 11 245 256
Total 18 365 383
96% Of our patients are insured, 4.5% of them were unsatisfied while 3.1% are not insured 8.3% of them were unsatisfied.
199 (52%) had students insurance, 169 (44.1%) had employee insurance and 3 (.8%) patients had other types of insurances. 9 of the students insurance holders, 8 of the employee insurance holders and 1 of the other insurances holders were unsatisfied with the service.
Frequency Percent نوع التأمين إن وجد
52.0 199 طالب
8. 3 غير ذلك
3.1 12 ال يوجد
44.1 169 موظفين
Total 383 100.0
Frequency Percent هل يوجد تأمين صحي
3.1 12 ال
96.9 371 نعم
Total 383 100.0
هل يوجد
تأمين
عن الخدمة بشكل رض ىال
عام
Total
راض غير راض
12 11 1 ال
371 354 17 نعم
Total 18 365 383
Health Insurance
ال
نعم
Type of Insurance
طالب
غير ذلك
ال يوجد
موظفين
Time needed to reach the centre was good and accepted for 344 (89.8%) of patients, 28 (7.3%) needed long time to arrive and 11 (2.9%) were neutral about it.
الوقت الذي احتجته
للوصول الى املركز
؟ كان مقبوال
Frequency Percent
7.3 28 غير موافق
2.9 11 محايد
89.8 344 موافق
Total 383 100.0
الوقت الذي
احتاجه املريض
للوصول الى املركز
كان مقبوال
عن الخدمة رض ىال
بشكل عام
Total
راض غير راض
28 23 5 غير موافق
11 11 0 محايد
344 331 13 موافق
Total 18 365 383
Time to reach medical centre
غير موافق
محايد
موافق
Time needed to wait until patient’s file is ready was good and accepted for 224 (65.9%) of patients, 75 (22.1%) waited long time and 41 (12.1%) were neutral about it.
تم إحضار ملفك
بالسرعة املناسبةFrequency
Percent
22.1 75 غير موافق
12.1 41 محايد
65.9 224 موافق
Total 340 100.0
تم إحضار ملفك
املناسبةبالسرعة
الرض ى عن الخدمة
Total بشكل عام
راض غير راض
غير
موافق11 64 75
41 40 1 محايد
224 220 4 موافق
Total 16 324 340
؟تم إحضار ملفك بالسرعة املناسبة
غير موافق
محايد
موافق
Time spent in the waiting room before entering the physician’s room was good and appropriate for 234 (61.1%) of the patients, but it was inappropriate for 101 (26.4%) and 48 (12.5%) were neutral about it.
الوقت الذي
امضيته في
قاعة الانتظار
كان مقبوال ؟
Frequency Percent
موافق غير 101 26.4
12.5 48 محايد
61.1 234 موافق
Total 383 100.0
الوقت الذي أمضاه
املريض في قاعة
الانتظار كان مقبوال
عن الخدمة رض ىال
بشكل عام
Total
راضغير راض
موافق غير 11 90 101
48 46 2 محايد
234 229 5 موافق
Total 18 365 383
الوقت الذي امضيته في قاعة الانتظار كان
مقبوال؟
موافق غير
محايد
موافق
The waiting room was clean and comfortable for 375 (97.9%) of patients ,but 5 (1.3%) patients disagreed with that.
قاعة الانتظار
نظيفة و مريحةFrequency Percent
موافق غير 5 1.3
8. 3 محايد
97.9 375 موافق
Total 383 100.0
نظيفة قاعة الانتظار
و مريحة
عن الخدمة رض ىال
بشكل عامTotal
غير
راض راض
غير
موافق2 3 5
3 3 0 محايد
375 359 16 موافق
Total 18 365 383
قاعة الانتظار نظيفة و مريحة
موافق غير
محايد
موافق
The duration between this visit and the previous one was appropriate for 225 (58%) of the
patients, 27 (7%) disagreed with that and 131 (34.2%) were neutral.
املدة بين اخر
زيارتين كانت
مناسبة
Frequency Percent
موافق غير 27 7.0
34.2 131 محايد
58.7 225 موافق
Total 383 100.0
املدة بين اخر زيارتين كانت
مناسبة
عن الخدمة بشكل رض ىال
Total عام
راضغير راض
موافقغير 2 25 27
131 122 9 محايد
225 218 7 موافق
Total 18 365 383
قاعة الانتظار نظيفة و مريحة
موافق غير
محايد
موافق
319 (83%) of the patients were satisfied with the length of the duration spent in the
physician’s/health provider’s room and said it was enough, 37 (9.7%) were unsatisfied.
أمضيت وقتا كافيا
مقدم / مع الطبيب
الرعاية الصحية ؟
Frequency Percent
9.7 37 غير موافق
7.0 27 محايد
83.3 319 موافق
Total 383 100.0
أمض ى املريض وقتا
/ كافيا مع الطبيب
مقدم الرعاية الصحية
عن الخدمة رض ىال
Total بشكل عام
راضغير راض
37 33 4 غير موافق
27 26 1 محايد
319 306 13 موافق
Total 18 365 383
مقدم / أمضيت وقتا كافيا مع الطبيب
الرعاية الصحية ؟
غير موافق
محايد
موافق
91.1 % of the patients confirmed that physician/health care provider had listened to their
complaints carefully but 5% denied with that.
/ استمع الطيبب
مقدم الرعايه
الصحيه
للشكوى ؟
Frequency Percent
5.0 19 غير موافق
3.9 15 محايد
91.1 349 موافق
Total 383 100.0
/ استمع الطيبب
مقدم الرعايه
الصحيه للشكوى
عن الخدمة رض ىال
Total بشكل عام
راضغير راض
موافقغير 7 12 19
15 15 0 محايد
349 338 11 موافق
Total 18 365 383
مقدم الرعايه الصحيه / استمع الطيبب
؟للشكوى
غير موافق
محايد
موافق
75.2% of the patients agreed on that the physician/health provider asked them if they have other
important complaints or not but 15.7% disagreed with that.
مقدم / قام الطبيب
الرعايه الصحيه
بسؤالك عن وجود
أعراض أو مشاكل
أخرى ذات أهمية؟
Frequency Percent
موافق غير 60 15.7
9.1 35 محايد
75.2 288 موافق
Total 383 100.0
مقدم / قيام الطبيب
الرعايه الصحيه بسؤال
املريض عن وجود
أعراض أو مشاكل أخرى
ذات أهمية
عن الخدمة رض ىال
بشكل عام
Total
راضغير راض
غير
موافق12 48 60
35 35 0 محايد
288 282 6 موافق
Total 18 365 383
مقدم الرعايه الصحيه / قام الطبيب
بسؤالك عن وجود أعراض أو مشاكل
أخرى ذات أهمية؟
موافق غير
محايد
موافق
62.1% of the patients were physically examined by the physician/health provider and 24.3% were
not.
/ قام الطبيب
مقدم الرعاية
الصحية بفحصك
؟سريريا
Frequency Percent
موافق غير 93 24.3
13.6 52 محايد
62.1 238 موافق
Total 383 100.0
مقدم / يام الطبيب ق
الرعاية الصحية
بفحص املريض سريريا
عن الخدمة رض ىال
Total بشكل عام
راضغير راض
93 84 9 غير موافق
52 52 0 محايد
238 229 9 موافق
Total 18 365 383
مقدم الرعاية الصحية / قام الطبيب
؟ بفحصك سريريا
موافق غير
محايد
موافق
82% of the patients were satisfied with the privacy policy of the centre but 10.4% of them were not.
توفرت لك
الخصوصية
املالئمة؟
Frequency Percent
موافق غير 40 10.4
7.6 29 محايد
82.0 314 موافق
Total 383 100.0
توفر الخصوصية
املالئمة
عن الخدمة رض ىال
Total بشكل عام
راضغير راض
40 31 9 غير موافق
29 27 2 محايد
314 307 7 موافق
Total 18 365 383
توفرت لك الخصوصية املالئمة؟
موافق غير
محايد
موافق
74.7% of the patients confirmed that the physician/health provider had explained the problem and
cleared out the plan of management or treatment in a good and understandable way but 14.4%
disagreed with that.
مقدم / قام الطبيب
بشرح الصحية الرعاية
املشكلة و الخطة العالجية
بك و بأسلوب املتعلقة
سهل الفهم ؟
Frequency Percent
موافق غير 55 14.4
11.0 42 محايد
74.7 286 موافق
Total 383 100.0
مقدم / م الطبيب قيا
الرعايه الصحيه بشرح
املشكلة و الخطة العالجية
املتعلقه باملريض و بأسلوب
سهل الفهم
عن الخدمة رض ىال
بشكل عام
Total
راضغير راض
55 49 6 غير موافق
42 40 2 محايد
286 276 10 موافق
Total 18 365 383
قام الطبيب بشرح املشكلة و الخطة
العالجية املتعلقه بك و بأسلوب سهل
الفهم ؟
موافق غير
محايد
موافق
55.1% of the patients agreed that they were involved in the decision-making and planning by the
physician, but 24.3% said they didn’t interfere.
شاركت باتخاذ القرار
بالخطة العالجية
املتعلقة بك؟
Frequency Percent
موافق غير 93 24.3
20.6 79 محايد
55.1 211 موافق
Total 383 100.0
مشاركة املريض بإتخاذ
القرار بالخطة العالجيه
املتعلقه به
عن الخدمة رض ىال
Total بشكل عام
راضغير راض
93 84 9 غير موافق
79 77 2 محايد
211 204 7 موافق
Total 18 365 383
شاركت باتخاذ القرار بالخطة العالجية
املتعلقة بك؟
موافق غير
محايد
موافق
71.5% of the patients agreed that the required laboratory test and medications were available at
the centre but 17.2% disagreed on their availability.
والفحوصات ألادوية
؟متوفرة املطلوبة Frequency Percent
موافق غير 66 17.2
11.2 43 محايد
71.5 274 موافق
Total 383 100.0
توفر ألادوية
والفحوصات
الالزمة
عن الخدمة بشكل رض ىال
عام
Total
راض غير راض
غير
موافق7 59 66
43 41 2 محايد
274 265 9 موافق
Total 18 365 383
ألادوية والفحوصات املطلوبة متوفرة؟
موافق غير
محايد
موافق
73.4% of the patients agreed that the physician/health provider had paid attention to their fears
and concerns but 12.3% disagreed with that.
/ أبدى الطبيب
الرعايةمقدم
الاهتمام الصحية
بمخاوفك؟
Frequency Percent
موافق غبر 47 12.3
14.4 55 محايد
73.4 281 موافق
Total 383 100.0
اهتمام الطبيب
باملريض
عن الخدمة رض ىال
بشكل عام
Total
راض غير راض
غير
موافق9 38 47
55 55 0 محايد
281 272 9 موافق
Total 18 365 383
مقدم الرعاية الصحية / أبدى الطبيب
الاهتمام بمخاوفك؟
موافق غبر
محايد
موافق
95.6% of patients agreed that physician/health provider had treated them in a professional and
respectful way and only .8% of patients disagreed on that.
مقدم / قام الطبيب
الصحية الرعاية
و باحترامبمعاملتك
؟لطف
Frequency
Percent
موافق غير 3 .8
3.7 14 محايد
95.6 366 موافق
Total 383 100.0
احترام الطبيب
للمريض
عن الخدمة رض ىال
Total بشكل عام
راضغير راض
3 2 1 غير موافق
14 14 0 محايد
366 349 17 موافق
Total 18 365 383
مقدم الرعاية الصحية / قام الطبيب
بمعاملتك باحترام و لطف؟
موافق غير
محايد
موافق
84.1% of the patients said that the medical staff; (nurses, reception..) had delivered the appropriate
needed care but 7.3% of them disagreed with that.
وفر لك العاملون
/ فريق التمريض )
...( /الاستقبال
الرعاية الالزمة؟
Frequency Percent
موافق غير 28 7.3
8.6 33 محايد
84.1 322 موافق
Total 383 100.0
فريق )وفر العاملون
/ ...( إلاستقبال / التمريض
الرعاية الالزمة
عن الخدمة بشكل رض ىال
Total عام
راضغير راض
28 21 7 غير موافق
33 30 3 محايد
322 314 8 موافق
Total 18 365 383
/ فريق التمريض )وفر لك العاملون
الرعاية الالزمة؟/ ...( الاستقبال
موافق غير
محايد
موافق
About 59.3% of the patients were satisfied with the emergency department service, 7.3% were
unsatisfied and 33.4% were neutral since they did not visit the department.
وفر املركز
الرعاية الالزمة
في قسم
الطوارئ؟
Frequency Percent
7.3 28 غير موافق
33.4 128 محايد
59.3 227 موافق
Total 383 100.0
وفر املركز الرعاية
الالزمة في قسم
الطوارئ
عن الخدمة رض ىال
Total بشكل عام
راضغير راض
28 21 7 غير موافق
128 120 8 محايد
227 224 3 موافق
Total 18 365 383
وفر املركز الرعاية الالزمة في قسم
الطوارئ؟
غير موافق
محايد
موافق
93.2% of the patients would recommend the centre for others and only 4.7% of them would not.
95.3% of patients were generally satisfied with the centre’s health service.
ستنصح آلاخرين بالقدوم الى
املركز و الاستفادة من خدماته ؟Frequency Percent
موافق غير 18 4.7
2.1 8 محايد
93.2 357 موافق
Total 383 100.0
ينصح املريض هل
بزيارة املركز
الرض ى عن الخدمة
Total بشكل عام
راض غير راض
18 7 11 غير موافق
8 7 1 محايد
357 351 6 موافق
Total 18 365 383
انت راض ،عامبشكل
مستوى على على
الصحيةالخدمات
املقدمة في املركز ؟
Frequency Percent
4.7 18 ال
95.3 365 نعم
Total 383 100.0
ستنصح آلاخرين بالقدوم الى املركز و الاستفادة
من خدماته ؟
موافق غير
محايد
موافق
بشكل عام، انت راض على على مستوى
الخدمات الصحية املقدمة في املركز ؟
ال
نعم
5. Conclusions and Recommendations: The clients of JUST health centre are, according to the survey, relatively satisfied with the care delivered, only 18 (4.7%) patients were generally dissatisfied with the service. Clients were most satisfied with their health care providers' respect to them, and were least satisfied with the waiting time of scheduled appointments. The results of the survey illustrate weaknesses that should be addressed in order to improve the content of care, and through it to contribute to better health for the Jordanian population. Following are some specific recommendations for improvement.
A. Generally, a better understanding of the balance between supply & demand can reduce the problem of waiting times to a great extent. According to the survey: 75 (22.1%) patients reported inappropriately long waiting time for medical records, & 101 (26.4%) patients reported inappropriately long waiting time in the waiting room.
1. Studies should be conducted to figure out at which times of the day & week the health centre is busiest. Accordingly:
i. The number of health care providers working any particular time should fit the demand as much as possible.
ii. Follow up visits should be set at times when demand is predictably lower, e.g. early mornings or early in the week.
2. Patients' medical records should be completely computerized to eliminate unnecessary time spent waiting for written records.
B. Regarding the consultation itself, patients were mostly dissatisfied about not being involved in decision making (24.3%), not being physically examined (24.3%), not being asked about other complaints (15.7%), not having their cases discussed adequately (14.4%), health care providers not demonstrating empathy (12.3%), no privacy (10.4%), & generally not having enough time during consultation (9.7%). Recommendations:
1. Physicians should be notified on the importance of : -Asking all the patients if they have other important complaints. -Importance of discussing the case and management with the patient.
2. Holding workshops to discuss the concept of Shared Decision Making (SDM) which is a collaborative process that allows patients & their providers to make
health care decisions together, taking into account the best scientific evidence available, as well as the patient’s values and preferences.
3. Physical examination should be given more concern as a part of the health evaluation process.
4. Privacy policies should be implemented with each patient as it is an easy job and will give convenience for a large proportion of the patients .
5. Spreading awareness among patients themselves about their basic rights (e.g. decision making, privacy, ..), for example by distributing brochures in the waiting room.
6. Establishing a feedback mechanism by which patients can answer certain questions about their physicians.
7. Encouraging physicians who exhibit outstanding counseling skills by appropriate means, e.g. physician of the month.
C. 17.2% of patients reported not having their lab tests or medications available at the
medical centre. Accordingly, the centre should try to increase the availability of drugs in the pharmacy and the needed tests in the laboratories.
D. Other areas of service appear to be generally satisfactory, health care providers &
receptionists treated patients with due respect, waiting rooms were comfortable & clean, time lapses between follow up visits were acceptable, & the health centre was conveniently located & can be reached by most patients.
E. The importance of continuous evaluation cannot be stressed enough, It's
recommended to Implement improvements that use patients' satisfaction data to monitor & develop progress.
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Health Foundation. September 29, 2011. Download | Sun, 14 Jun 2015. 4. Aragon SJ, Gesell SB. A patient satisfaction theory and its robustness across
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6. Bernhart, M.H., Wiadnyana, I.G., Wihardjo, H. and Pohan, I. (1999).‘Patient satisfaction in developing countries’. Soc Sci Med, 48, pp.989-96.
7. Haddad, S., Fournier, P., Machouf, N., and Yatara, F. (1998). ‘What does quality mean to lay people? Community perceptions of primary health care services in Guinea’, Social Science & Medicine, 47(3) pp.381-394.
8. Mawajdeh SM, Daabes HK, Nasir MJ, Al-Quotob Ry. Patient satisfaction in different hospitals in IrbidJordan. Jordan Medical Journal 2001; 22:625-629.
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10. Zineldin, M. (2006). ‘The quality of health care and patient satisfaction: an exploratory investigation of the 5Qs model at some Egyptian and Jordanian medical clinics’. Int J Health Care Qual Assur Inc Leadersh Health Sery, 19(1) pp.60-92.
11. Zurita B. Client Satisfaction at MoH Health Centres: Baseline Study of Facilities, Services and Providers. 2007. Health Systems Strengthening; USAID.
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13.
