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DOI: https://doi.org/10.34069/AI/2022.54.06.15
How to Cite:
Alharbi, M.F. (2022). An Investigation into Patient Satisfaction from the Healthcare System in Saudi Arabia: Survey and Analysis
of the Major Determinants in the Qassim Region. Amazonia Investiga, 11(54), 158-168. https://doi.org/10.34069/AI/2022.54.06.15
An Investigation into Patient Satisfaction from the Healthcare System
in Saudi Arabia: Survey and Analysis of the Major Determinants in
the Qassim Region
Received: July 11, 2022 Accepted: August 11, 2022
Written by:
Mohammad F. Alharbi66
https://orcid.org/0000-0002-5050-0412
Abstract
The main aim of this empirical study is to investigate and assess the degree of patient satisfaction in
hospitals in the Al-Qassim region of Saudi Arabia and the primary causes that may contribute to satisfaction
or dissatisfaction with the healthcare system. Primary data were acquired from a sample consisting of 292
patients in the Kingdom of Saudi Arabia's Al-Qassim region. The level of patient satisfaction with the
healthcare system in Al-Qassim region was investigated using a self-administered questionnaire. The main
determinants of patient satisfaction in the healthcare system included patient demographics, expectations,
perceptions, and experiences. In Al-Qassim region patient experiences and expectations were the most
important elements in influencing their satisfaction level. Further, demographics factors have favorable and
substantial effects on people's perceptions and behavior regarding their satisfaction level with healthcare
services in the Al-Qassim region. This research will aid healthcare administrators, policymakers,
paramedical staff, and physicians in identifying the reasons for patient dissatisfaction and considering
viable options to improve patient satisfaction levels in the health care system.
Keywords: patient satisfaction, healthcare system in Saudi Arabia, determinants of satisfaction,
experiences, perceptions, and expectations.
292
.
.
66
Department of Health Administration, College of Public Health and Health Informatics, Qassim University, Qassim, KSA, Saudi
Arabia.
Alharbi, M.F.. / Volume 11 - Issue 54: 158-168 / June, 2022
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Introduction
The capacity to live a socially and economically
active life was recently added to the World
Health Organization (WHO) definition of health
(WHO, 1948, 1986). It also considers non-
clinical aspects of care (Last et al., 2000).
Healthcare services also aim to improve
population health (Lee, 1985).
When the patient's initial feelings regarding the
treatment experience are met with unfulfilled
expectations, satisfaction wanes (Bowling et al.,
2012). Satisfaction is defined as the degree of
agreement between a patient's ideal and real care
expectations (Al-Emadi et al., 2009). Patient
satisfaction is a key indication of healthcare
service quality globally. Understanding the
factors that affect patient satisfaction may lead to
the development and implementation of
customised strategies and programs that meet
both service providers and patients' requirements
(Aragon & Gesell, 2003). Studies show that
patients are the best judges of their own
experiences. Using patient feedback/information
can help improve and overcome flaws in the
delivery of quality service within the healthcare
system (Mohamed et al., 2015).
The kingdom of Saudi Arabia, like all other
states, has established its healthcare system to
meet the country’s medical necessities of its
population in its distinctive cultural milieu,
taking into account the social and cultural
environment (Walston, Al-Harbi, & Al-Omar,
2008). The main goal of this healthcare system is
to maximize patient satisfaction by promptly
offering equitable, competent, inclusive, and
inexpensive healthcare services with rapid
delivery (WHO, 2000). Patient satisfaction, on
the other hand, is a complex and wide concept
that encompasses individual perceptions,
expectations, and experiences among other
things (Bleich et al., 2009).
Satisfaction is a perceptual and relative emotion
that arises from one's personal experiences and
expectations of the dominant healthcare system.
This concept has been described by experts in the
domain of psychology and medical sciences as “a
healthcare recipient's response to the important
aspects of his experience of a healthcare service”
(Hills & Kitchen, 2007). Substantial research
funds have increased for this topic particularly in
the last twenty years. The purpose of this study is
to measure patient satisfaction from the
standpoint of healthcare services within the
overall healthcare system and Saudi
Arabia specifically.
Patient satisfaction has been identified in
academia as an important component of
healthcare quality; it reflects the competence of
healthcare service providers to accommodate the
demands and prerequisites of patients, including
their expectations. In developed and developing
countries, it is recognized and acknowledged as
a crucial component and signifier of healthcare
quality, and the evaluation and estimation of
patient satisfaction from their healthcare system,
which was outlined as “the sum of features and
characteristics of a service that bear the ability
to satisfy the given need of the patients” (Savage
& Armstrong, 1990). Patients are satisfied when
receiving medical treatment procedures that are
both helpful and accommodating.
The goal of this research was to determine the
degree of patient satisfaction as well as the
detriments that may contribute to satisfaction or
disappointment. Every country including Saudi
Arabia may fill in the deficiencies in its
healthcare system and make changes to boost its
people's health status. Patient satisfaction studies
can help increase healthcare professionals'
transparency, which can contribute to advances
in patient care measures by both hospitals and
practitioners. Also, it reduces expenditures on
healthcare while also increasing patient safety
level. According to recent research, it can be used
to evaluate the efficacy of various healthcare
systems around the globe. Furthermore, it may
assist healthcare managers in identifying
healthcare policies, healthcare organizations, and
practitioner conducts that considerably
improve patients' needs expectations (Quintana
et al., 2006; Bernhart et al., 1999).
With this context, this research article intends to
explore, analyze, and discuss the different factors
that determine patient satisfaction with the
healthcare system of the Kingdom of Saudi
Arabia. This study may also help policy makers,
healthcare administrators, physicians, and
paramedical staff to pinpoint the causes of
dissatisfaction among the patients and plan
potential interventions in order to build
confidence, increase trust and enhance the
patient’s satisfaction with the healthcare system.
The literature review explored multiple sources
of information from books to research journals
by using several databases such as PubMed,
Medline, and Medscape to understand the
phenomenon of patient satisfaction and
healthcare mechanics that determine the patient
satisfaction in Kingdom of Saudi Arabia. Thus,
based on the existing literature and experience
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survey, the study intention was to understand the
contextual factors and how positively and
significantly these may have an impact in
determining the satisfaction of patients from
Saudi healthcare systems.
Literature Review
Patient satisfaction is a critical healthcare
outcome indicator that requires attention from
hospital managers. Understanding and achieving
patient satisfaction is critical from an
administrative perspective (Ancarani et al.,
2009). Furthermore, it has been observed that
satisfied patients follow certain medical
regimens and treatment plans; hence, patient
satisfaction measurement provides more
significant information that is useful for
addressing flaws within the system
(Braunsberger & Gates, 2002). A literature
review was conducted to investigate the topic at
hand.
In Saudi Arabia, patient satisfaction is an area
that has received little attention overall, and in
the Qassim region specifically. Even though the
problem is not new, it has been noted that there
is an unwillingness to integrate patient feedback
and opinions in the provision of healthcare
services to meet patients’ expectations in both
sectors: private and public. Public healthcare
facilities have a lower level of patient satisfaction
(Shaikh et al., 2008). In Saudi Arabia, research
has been conducted to assess patient satisfaction
with outpatient, inpatient and emergency
facilities. Nevertheless, research conducted at the
local level in various regions of the kingdom
revealed that patient satisfaction levels differ in
healthcare services.
Main Determinants of Patient Satisfaction
Patient satisfaction is the primary focus of
medical professionals and researchers as the
modern concept ‘patient centered healthcare
services’ revolves around the patient satisfaction;
this is seen in the flow of activities and resources
of healthcare directed towards satisfaction of the
patient. Though some of the studies found little
or no relationship between patient satisfaction
and socio-demographic features of service users,
the general trend in satisfaction studies have
observed that age, gender, and level of education
are positively associated with patient satisfaction
in healthcare. These studies have further
identified that as compared to males, female was
more satisfied. Similarly, less educated
individuals were less satisfied. However, some
studies in Arab Gulf states like Saudi Arabia
have identified a high rate (90%) of patient
satisfaction with the accessibility of services in
Riyadh, while and another study in Riyadh also
reveals an 80% satisfaction rate (Al-Emadi et al.,
2009; Al-Yousuf et al., 2002).
Globally, the Donabedian philosophy is widely
seen as covering the specified variables that
assess outcome/patient satisfaction
(Donabedian, 1980). The concept addresses the
process, structure, or results in as indicators of
patient satisfaction. Both medical and non-
medical variables are represented in the structure
(Clark et al., 2008). Medical determinants entail
paramedic staff, doctors, equipment, and
training, whilst the non-medical determinants
include the physical infrastructure facilities that
make up the environment. Similarly, process
indicators are described as the things that
practitioners do to and for the patient during the
treatment (Sitzia & Wood, 1997; Donabedian,
1980). In broader terms, patient expectations,
perceptions and their experiences from the
healthcare system have been identified as the
major determinants of patient satisfaction
globally. Moreover, studies have found that these
domains are interconnected, interdependent, and
interrelated to each other and subsequently can
have significant impacts on patient satisfaction.
Psychosocial Determinants
To explore and understand the determinants of
patient satisfaction from healthcare facilities, one
has to consider the psychosocial dynamics of the
human psychology. There are a variety of
psychosocial elements that could significantly
impact and influence patient attitudes towards
satisfaction with their healthcare services (Erci &
Ciftcioglu, 2010). Psychological disorders like
somatic obsession and affective distress might
have a detrimental impact on patient satisfaction.
A patient's personality serves as an essential
influence; those patients with a negative attitude
or outlook are less inclined to be satisfied if they
are depressed and anxious (Funderburk et al.,
2012; Desta et al., 2018).
Patient Expectations
It is our nature to demand something from life
and from those around us. Patients' expectations
of healthcare providers can play a role in patient
satisfaction. Most patients compare their
healthcare experience to their expectations,
which helps healthcare authorities estimate
patient satisfaction (Constantino et al., 2011).
Patient expectations are employed as a quality
assurance technique; this outlook could
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complicate the concept of satisfaction. The
literature identifies two types of patient
expectations: 1) expectations derived from
previous consultation and treatment experiences
and 2) action expectations, which imply the
action the doctor will take, such as a prescription,
referral, and even advice of the doctor
(Greenberg et al., 2006). Due to the nature of
patients' expectations that are founded on prior
information and experiences, expectations are
dynamic and tend to alter with time. Patients with
lower expectations have been reported to be more
satisfied (Jawaid et al., 2009).
The doctor's comprehension of the disease
process, offering accurate information, suitable
diagnosis and therapy, medication, specialist
referral, and patient emotional support are
important factors in patient satisfaction (Siddiqui
et al., 2011; Qidwai et al., 2003). However, these
expectations may differ depending on the
patient's age, gender, and marital situation.
Patient Perceptions & Satisfaction
Perception is also one of the vital psychological
processes that plays a significant role in
developing mind and cognitive maps among
patients regarding their the healthcare service
providers. The patient's impressions of
healthcare facilities are vital to research on
patient satisfaction (Nguyen et al., 2002). Many
studies have found that the patient's self-
perceived health and personality are crucial
aspects that create or break patient perceptions.
Saudi Arabian research demonstrates a dearth of
exploration of this essential patient satisfaction
domain (Al-Yousuf et al., 2002). More doctors,
paramedics, drugs, equipment, and less waiting
time could significantly improve patient
satisfaction and perceived quality of care
(Loevinsohn et al, 2009).
Patient Experience & Satisfaction
Researchers recognize the patient's experience as
a strong predictor of patient satisfaction;
consequently, the majority of research surveys
conducted throughout the world have been
designed to assess the patient's experience with
the health system in addition to enhancing the
healthcare system and services quality. The
WHO has also used it to assess patient
experience with the healthcare system as one of
the indicators of the system's responsiveness
(Sultana et al., 2010). According to the WHO,
responsiveness of healthcare can be measured
through a person's experience with healthcare
services (Jawaid et al., 2009); thus, patient
satisfaction, healthcare quality, and the patient's
own experience are considered to be the
cornerstones of responsiveness of the healthcare
system. Though patient satisfaction varies by
place and country, the diversity in patient
satisfaction is explained by the patient's
experience (Saleem et al., 2009).
The patient's experience with medical health, the
building, the cleanliness of the rooms and the
availability of beds, the availability of
medication in the pharmacy, the availability of
time, and gaining the attention of the nurse and
doctor are all positively associated with patient
satisfaction and have a greater impact on
determining their satisfaction (Campbell etal.,
2007); however, non-availability of beds and a
lengthy waiting time for admission are
negatively associated with patient satisfaction
(Funderburk et al., 2012).
Participation and involvement of patients in
treatment decisions, illiteracy, and a lack of
awareness about patients' rights may all
contribute to patients' dissatisfaction with the
system, as well as a lack of continuity of care at
various levels and appropriate referrals (Ahmad
et al., 2005), whereas one of the primary
concerns of any healthcare institution is
achieving a high level of patient satisfaction
through advanced and higher-quality services
(Ahmad et al., 2005).
Demographic Characteristics of Patients
Patient characteristics such as age, gender,
socioeconomic, education, and marital status are
widely recognized and used by researchers to
assess patient expectations through quantitative
surveys (Bleich et al., 2009). Age, gender,
socioeconomic status, education, and marital status
have been found in several studies that might have
significant influence in predicting the patient
expectations from the healthcare as identified by
patient satisfaction surveys in developing
countries like Pakistan. Younger people have greater
expectations in comparison to older patients. Though
gender has been found to be a variable predictor, some
research shows that males are more satisfied with doctor
and paramedical care than females (Sultana et al.,
2010).
The level of education and literacy has also been
linked to patient satisfaction such that higher
levels of education are linked to lower patient
satisfaction. Educated consumers understand
diseases better and can interact effectively with
healthcare providers (Jawaid et al., 2009).
Similarly, the relationship between
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socioeconomic status and patient satisfaction is
another critical factor in determining patient
satisfaction. People from lower social
backgrounds were more satisfied with the
treatment than those from more affluent social
backgrounds (Saleem et al., 2009; Campbell
etal., 2007).
Research Methodology
This study used secondary data from books,
research journals, and online resources while
collecting primary data from participants via
structured questionnaires using nominal, ordinal,
and continuous scales. Surveys are the most
extensively used method in medical and social
research to study and comprehend people's
attitudes, behaviors, and perceptions. Since the
study was social in nature and the goal was to
assess patient satisfaction with healthcare
services in the Qassim region of Saudi Arabia, a
survey was used to gather data.
A 5-point Likert scale using the following terms,
1. strongly agree, 2. agree, 3. uncertain, 4.
disagree, and 5. strongly disagree, was borrowed
and administered from Bourque et al., (2003). A
cross-sectional quantitative survey was
conducted to address the objectives. The
population was comprised of patients who visited
four randomly chosen hospitals in the Qassim
region over a two-month period. Bukayriyah,
Buraydah, Muznib, and Unaiza hospitals were
chosen at random based on their capacity and
geographic location. Because the population was
infinite, the sample size was chosen by utilizing
a statistical formula for infinite populations
(Daniel, 1999), n = Z2 p (1-p)/d2, where Z is the
statistic for level of confidence, p is expected
prevalence or proportion, and d2 is the proposed
accuracy and, therefore, the sample size for this
study was determined as (1.96) 2 0.5 (1-0.5)
/0.0252 = 292 participants. Over a two-month
period, questionnaires were distributed randomly
to every fifth patient aged 18 years or older who
visited one of four selected hospitals (February to
March 2021). All responders' identities were kept
anonymous. The research team collected 292
questionnaires for patients who visited the
selected hospitals in the Qassim region.
Figure 1 shows the theoretical model of the study
based on the research factors (correlation
analysis). This model illustrates the
association/relationship between independent
variables and a dependent variable, as well as the
impact of independent variables and
respondents’ demographics on the dependent
variable (regression analyses and test of
significance i.e., t-test and ANOVA).
Figure 1. Schematic Diagram of the Theoretical Framework.
Source: Developed by researcher from the review of the literature.
Both descriptive and inferential analyses were
done through frequencies, cross tabulation, and
application of statistical tests to substantiate or
otherwise reject the null hypotheses of the study
and to draw conclusions from the results.
Criteria for Selection of Variables and Items
of the Survey Instrument
The items in this study were derived and
modified from Marshall et al. (1994), PSQ-III
(long form patient satisfaction questionnaire) of
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the Rand Corporation's Rand's patient
satisfaction questionnaire.
Ware and his colleagues first developed the
Patient Satisfaction Questionnaire (PSQ), which
contains 80 items (Ware, Snyder, & Wright,
1976). The most recent version of the
questionnaire is the PSQ-III, which contains 50
items and assesses (patient expectations, patient
perceptions, and patient experiences) in relation
to six dimensions of care, namely interpersonal
manner, time spent with the doctor, financial
aspects of care, communication, technical
quality, and accessibility of care.
Reliability and Validity of the Survey
Instrument
Nunnally (1978), asserts that instruments
employed in fundamental research should have a
reliability of at least .70. Additionally, he
contends that extending reliability beyond .80 is
a waste of time in fundamental research. On the
other hand, he believes that a reliability of .80 for
equipment employed in practical research is
insufficient. Similarly, because we make
significant decisions regarding individuals' fates
based on exam scores, their reliability must be at
least .90, and preferably .95 or higher. To check
reliability and consistency, the Cronbach Alpha
was computed through SPSS software. The
reliability score for 4 variables measuring 34
items was 0.873, which is above the threshold
value of 0.70; hence, it was assumed that the
scale is reliable and consistent. The reliability
statistics are given below in table 1.
Table 1.
Reliability Statistics of the Scale.
No of Items
Cronbach Alpha
34
.873
Source: Developed by researcher.
The researchers of this study have used
multidimensional variables, which were based on
the earlier studies of patient satisfaction surveys.
The measurement properties such as structural
validity, content validity, cross cultural validity,
internal consistency, and reliability of the
instrument used in this study with psychometric
values (a > 0.86 and r > 0.579) were consistent
with earlier studies on the same scale such as
Ekwall & Davis (2010) a > 0.70, Webster et al.
(2011) a > 0.70 and r > 0.6, and Dyer et al. (2012)
a > 0.75. Thus, our scale had sufficient internal
consistency and reliability as the alpha score was
0.86, which is higher than the value of .070 and
it is also consistent with the Nunnally (1978) and
Cronbach (1951).
Major findings and data analyses
According to Babbie (1993), researchers
routinely employ survey methods to acquire data
in social sciences, including health research.
Similarly, Yin (2016) claims that surveys allow
researchers to obtain diverse data and answer
research questions. The survey method was used
because it offers ‘excellent vehicles to measure
the attitudes and orientations of patient
satisfaction (Sekaran, 2003). Thereafter, the
literature on the topic was analyzed to generate
research cards containing key concepts,
variables, major findings, solutions, or new
research models. Afterwards, the cards' content
was categorized and re-classified for usability
and qualitative research. A structured
questionnaire on 5-point Likert scale was
generated from the literature and administered
from the sample male & female respondents
randomly. To understand the validity, an expert
panel was requested for refining the language,
format, and items for legibility and logical order.
Then, their feedback was incorporated into the
final instrument.
Analyses of the Descriptive Results
To understand the descriptive properties of the
research variables, the descriptive statistics were
computed; the table 2 below portrays the
descriptive statistics for the same:
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Table 2.
Descriptive Statistics on the Research Variables.
Variables
n
Min
Max
Mean
SD
Patient Experience
292
2.79
4.46
3.75
.48
Patient Perception
292
2.85
5.00
3.92
.37
Patient Expectations
292
2.44
4.55
3.31
.45
Patient Satisfaction
292
3.25
5.00
3.66
.42
Source: Developed by researcher.
Testing of Hypothesis
Association of Predictors with Criterion Variable
H1: The predictors are positively significantly correlated with criterion variable:
Table 3.
Correlation Coefficient Analysis.
PE
PP
PEs
PS
PE
Pearson Correlation
1
**
.522
**
.517
**
.429
Sig. (2-tailed)
.000
.000
.000
n
292
292
292
292
PP
Pearson Correlation
**
.522
1
**
.395
**
.453
Sig. (2-tailed)
.000
.000
.000
n
292
292
292
292
PEs
Pearson Correlation
**
.517
**
.395
1
**
.587
Sig. (2-tailed)
.000
.000
.000
n
292
292
292
292
PS
Pearson Correlation
**
.429
**
.453
**
.587
1
Sig. (2-tailed)
.000
.000
.000
n
292
292
292
292
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Source: Developed by researcher.
It could be observed from the correlation table 3
that the highest correlation exists between a
predictor and criterion variable such as the
‘patient expectations (PES)’ and ‘patient
satisfaction (PS)’ (r=0.587 with 0.000 p-value
providing 100% significance of the relationship.
Though, the results show that all three predictors
are significantly correlated with patient
satisfaction with r-scores ranging from r= 0.429
to 0.587 with 0.000 p-values on all computations,
however, the lowest correlation could be seen
between the two predictors i.e., ‘patient
perception (PP)’ and ‘patient expectation (PES)’,
where r=0.395 is significant with a p-value at
0.000 level. Therefore, based on the above
results, we accept our H1 as true and
substantiated; this means that all of the variables
of the study positively and significantly
correlated with one another.
Prediction of the Dependent Variables
H2: All the three predictors i.e., PE, PP and PES
significantly predict the patient satisfaction
Table 4.
Model Summary of Multiple Regressions [H2]
R
Square
2
R
Adjusted R Square
Std. Error of the Estimate
F
Sig.
a
.698
.692
.483
.36755
24.671
a
.000
Source: Developed by researcher.
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Table 5.
Coefficients of Regression [H2]
Model-1
Unstandardized
Coefficients
Standardized
Coefficients
t
Sig.
B
Std. Error
Beta
(Constant)
.003
.385
.004
0.001
Patient Experiences
.102
.067
.139
1.839
0.006
Patient Perception
.256
.084
.189
2.997
0.015
Patient Expectations
.223
.098
.247
2.663
0.000
Predictors: (Constant), patient experiences, patient perception, patient expectations
Dependent Variable: Patient satisfaction
Source: Developed by researcher.
The regression table 4 showing model
summary, that points that the predictors are
accountable for 69.2% of variation in
patient
satisfaction (R2 = 0.692). Moreover, the table 5
elucidate role that is played by each single
predictor of the study. The result shows that
‘patient experiences 0.006, patient perception
0.015, and patient expectations 0.000’ are the
respectively three significant variables at p-
values < .95. Given the above statistics, since
predictors have significant impacts, therefore, the
H2 is substantiated and accepted true.
Discussion
Studies on patient satisfaction throughout the
globe are getting attention of the researcher in
general and in the Gulf region such as Saudi
Arabia in particular. Patient satisfaction with
healthcare has been studied in western context
due to its instrumental role in determining the
quality of healthcare. This study was aimed to
investigate and determine the level of patient
satisfaction that could possibly result into
satisfaction or otherwise into dissatisfaction from
the healthcare facilities in Al-Qassim region
Kingdom of Saudi Arabia.
Our results are consistent with Al-Emadi et al.,
(2009); Al-Yousuf et al. (2002); and Funderburk
et al. (2012) patients expectations (Constantino
et al., 2011; Siddiqui et al., 2011), patient
perceptions (Al-Yousuf, et al., 2002;
Loevinsohn et al, 2009), patient experience
(Funderburk, 2012; Sultana et al., 2010; Saleem
et al., 2009). Results of this study illuminate that
patient expectations and patient satisfaction are
correlated, which implies that predictors are
significantly associated with patient satisfaction
however, lowest correlation was found between
the patient perception and patient expectation,
thus our results are consistent with results are
consistent with (Al-Emadi et al., 2009; Al-
Yousuf et al., 2002). Furthermore, patient
experience was studied by Funderburk et al.
(2012), patients expectations by Constantino et
al., (2011) and Siddiqui et al. (2011), patient
perceptions by Al-Yousuf, et al. (2002) and
Loevinsohn et al, (2009) while patient
experience was investigated by Funderburk
(2012); Sultana et al. (2010) and Saleem et al.
(2009).
The results of the association lead us to the next
step, the application of regression. As for as
results for regressions are concerned, the study
found that predictors significantly predicted
patients satisfaction for example, patient
experiences, perception, and expectations The
study found that patient perception with beta .189
significant at 0.015 and their expectation with
beta .247 significant at 0.000 were the most
significant factors in determining their level of
satisfaction in Saudi Arabia. The implies that
lack of privacy, autonomy, participation in
decision making, weak communication, and non-
hygienic environment also leads the patients
towards good or bad experiences. Again, our
results were aligned with reviewed studies. The
study has also found positive and significant
impacts of the demographics i.e., ‘young age,
gender, literacy, and affluent social class in
determining their perception and attitude towards
satisfaction from healthcare services in Saudi
Arabia. This means that demographics factors
play significant role in determining the patient’s
perception and attitude towards satisfaction as
studied by Sultana et al. (2010); Bleich et al.
(2009), and Jawaid et al. (2009).
Conclusion
The research sought to ascertain patients'
satisfaction with healthcare services and the
quality of care received at hospitals in Saudi
Arabia's Qassim province. Patient satisfaction is
a critical indicator of care quality. While
researchers have examined the topic in the
context of western countries, there is a dearth of
research in developing countries and the Middle
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East, particularly Saudi Arabia. As a result of the
findings above, this study reveals that patients
are more satisfied with health care services when
a country's health system is responsive to their
needs and expectations in terms of respect,
autonomy, dignity, and rapid response to their
needs and expectations.
While this study discovered that patient
expectations are mostly determined by the
patient's attributes, such as age, socioeconomic
status, and education, it also discovered that
gender and ethnicity play a minor effect in
predicting patient happiness. Similarly, the
patient's viewpoint and other psychological
elements may be at fault. In Saudi Arabia, the
private health care sector is growing as a result of
the government's radical policies encouraging
and compensating the private sector for sharing
the government's burden. However, despite these
efforts and incentives, the majority of health
services are still provided by government-
managed public sector hospitals despite the fact
that the private sector has been found to be
somewhat responsive in previous studies
conducted in indigenous settings. On the other
hand, when compared to the private sector, the
public sector is significantly underutilized;
additionally, it has been discovered that public
sector officials lack an understanding of quality
improvement and service quality in public sector
healthcare institutions.
With this context in mind, our study implies that
general improvements in patient satisfaction
interventions are necessary not just at the
individual level, but also at the hospital and
health care system level. These treatments could
be associated with the orientation of the quality
of care ideas among healthcare professionals
such as strengthening staff competency,
including motivation, which is critical for
increasing patient trust and satisfaction.
Additionally, this study suggests that patient
satisfaction can be improved by strengthening
healthcare professionals' capacity through
refresher courses and training sessions in which
they can share and express their perspectives,
knowledge, and experiences in order to improve
their interpersonal and communication skills, as
most studies on patient satisfaction surveys
report and support. It will be more appropriate for
resource-poor nations because, given the strain
on their economy, it is more cost effective than
focusing entirely on the development of technical
facilities. Finally, but certainly not least,
applying patient satisfaction research findings to
national and local policy levels may be critical
for increasing patient satisfaction with the Saudi
Arabian healthcare system. With domestic
policy, patient satisfaction with the Saudi
healthcare system has the potential to be
significantly increased.
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