Transcript Patient Satisfaction in Duhok, Kurdistan Region of Iraq

Patient Satisfaction in Duhok,
Kurdistan Region of Iraq:
Family Medicine Center vs.
Primary Health Care Centers
Lars A. Peschke, MD, ABFM
Ary H. Mohammed, MBChB, MSc
Samim A. Al-Dabbagh, MBChB, DTM&H
Background
• Family Medicine: Specialty in N. Iraq in 2006
• No study had evaluated its acceptance
among the general population
Objectives
• Aim: compare patient satisfaction at
Zanest Family Medicine Center with
2 traditional primary health care centers (PHCCs)
Methods
• Study population
– Estimated: 200 surveys for adequate validity1
– 404 outpatients were interviewed
• 199 at Zanest Family Medicine Center
• 101 at Barzan PHCC
• 104 at Shahidan PHCC
1White
B. Measuring Patient Satisfaction: How to Do it and Why to Bother. Family Practice Management January 1999
Methods
• Data Collection
– Direct interview of patients at the health care
centers
– 4 weeks in August 2008
Methods
• Questionnaire
• SERVQUAL survey – to assess patient satisfaction2
• Five dimensions of SERVQUAL
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Tangibles – physical facilities/surrounding, equipment
Reliability – ability to accurately perform the service
Responsiveness – willingness to assist clients
Assurance – knowledgeable, inspire confidence, trust
Empathy – ability to provide individual attention, care
2Parasuraman A,
Zeithaml VA, Berrz LL. SERVQUAL: a multi-item scale for measuring
consumer perceptions of service quality. Journal of Retailing, 1988, 64(1): 12-40
Methods
• Questionnaire
– 16 statements in 5 SERVQUAL dimensions
– Scored on a three-point-Likert scale
agree, unsure, disagree
• Overall patient satisfaction
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average of the 16 statements for each patient
If > 90%
→ patient “highly satisfied”
If 80.1% to 90%
→ patient “considerably satisfied”
If ≤ 80%
→ patient “moderately satisfied”
Results
Results
Results
Results
Results
Conclusions
• Patients at the first family medicine center in
Duhok, are more satisfied than patients at the
traditional primary health care centers.
• As trained family medicine doctors have started
to work at Zanest FMC it is expected that the
already statistically significant difference in
patient satisfaction has increased further.
Recommendations
• Further studies are recommended to evaluate
patient satisfaction at health care centers where
mainly certified family medicine doctors work
(Zanest FMC, Shindokha PHCC) as compared
to traditional PHCCs.
• With the collaboration of the DG of Health, it
is recommended to dedicate other primary
health care centers as family medicine centers.
Acknowledgments
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Dr. Abdullah Saeed (Director General of Health)
Mr. Freydoon and Mr. Jameel (surveyors)
Dr. Abdullah Jasem (refinement of proposal)
Dr. Sa’ad Younis (statistical analysis of the data)
Questions?
Thank You