158
www.amazoniainvestiga.info ISSN 2322- 6307
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
Volume 11 - Issue 54
/ June 2022
159
https:// www.amazoniainvestiga.info ISSN 2322- 6307
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