Patients Satisfaction with the Services Provided by Family Doctors in Three Family Medicine Training Centers in Baghdad

Abstract

ABSTRACT
Background: Patient satisfaction is reportedly a useful measure to provide a direct
indicator of quality in healthcare, hence needs to be measured frequently so that a
domesticated and localized healthcare plan could be developed. User satisfaction is a
very important part of any clinical practice therefore it is imperative to consistently
undertake surveys in the community or facility to introduce better services. Thus, patient’s
satisfaction is an important issue both for evaluation and improvement of healthcare
services. User evaluations educate medical staff about their achievements as well as their
failure, assisting them to be more responsive to their patients’ needs.
Objectives: To highlight the role of family doctors in Family Medicine Training Centers
(FMTCs) in Baghdad, Iraq and measure patients’ satisfaction with services provided by
family doctors in these centers and the effect of sociodemographic factors on their
satisfaction.
Methods: A descriptive cross-sectional study from three FMTCs in Iraqi capital Baghdad
involved (Bab Al-Mudham, Al-Salam and Al-Mustansriya) from both (Karkh and Rusafa).
These centers were selected by drawing lots. A total (640) patients, 18 years and above
participated in this study. An English questionnaire from (EUROPEP) instrument
translated into Arabic language containing four sociodemographic variables (gender, age,
job and education level) with 17 points included important services provided by family
doctors in FMTCs and divided into 8 groups communication skills (4 items), confidentiality
(1 item), thoroughness (3 items), Informativeness (2 items), continuity of care (4 items),
Accessibility to the doctors (1 item), humaneness (1 item), acceptance (1 items). Patients
who selected conveniently through interviews were asked to evaluate these items in
questionnaire papers. At first, data were entered to the Excel program according to the
four sociodemographic variables, then after, a Minitab version (13) was used to calculate
the total numbers and p-value. A p-value of < 0.05 was considered as a cut off point for
significance. Overall level of satisfaction was calculated by statistical score.
Results: The response rate was (90 %). The overall level of satisfaction was (81.2%).The
highest levels of satisfaction among variables were for female, elderly, retired and
illiterates and read and write. The highest scores of satisfaction for aspects of services
were for confidentiality (85.2%) and the lowest was for accessibility to the doctors (65.6%).
There was no significant difference for all variables except for job.
Conclusion: The level of satisfaction with family doctors services in FMTCs was relatively
high. The results revealed that some areas need more attention like communication skills
and waiting time.