Patient Satisfaction in Patient Satisfaction in Duhok, Kurdistan Duhok, Kurdistan

Region of Iraq:Region of Iraq:Family Medicine Center vs.Family Medicine Center vs.

Primary Health Care CentersPrimary Health Care Centers

Lars A. Peschke, MD, ABFMLars A. Peschke, MD, ABFM

Ary H. Mohammed, MBChB, Ary H. Mohammed, MBChB, MScMSc

Samim A. Al-Dabbagh, MBChB, Samim A. Al-Dabbagh, MBChB, DTM&HDTM&H

BackgroundBackground

• Family Medicine: Specialty in N. Family Medicine: Specialty in N. Iraq in 2006Iraq in 2006

• No study had evaluated its No study had evaluated its acceptanceacceptanceamong the general populationamong the general population

ObjectivesObjectives

• Aim:Aim: compare patient satisfaction at compare patient satisfaction at

Zanest Family Medicine Center withZanest Family Medicine Center with

2 traditional primary health care 2 traditional primary health care centers (PHCCs)centers (PHCCs)

MethodsMethods

• Study populationStudy population– Estimated: 200 surveys for adequate Estimated: 200 surveys for adequate

validityvalidity11

– 404 outpatients were interviewed404 outpatients were interviewed• 199 at Zanest Family Medicine Center199 at Zanest Family Medicine Center• 101 at Barzan PHCC101 at Barzan PHCC• 104 at Shahidan PHCC104 at Shahidan PHCC

11White B. Measuring Patient Satisfaction: How to Do it and Why to Bother. Family Practice Management January 1999White B. Measuring Patient Satisfaction: How to Do it and Why to Bother. Family Practice Management January 1999

MethodsMethods

• Data CollectionData Collection– Direct interview of patients at the Direct interview of patients at the

health care centershealth care centers– 4 weeks in August 20084 weeks in August 2008

MethodsMethods

• QuestionnaireQuestionnaire• SERVQUAL survey – to assess patient SERVQUAL survey – to assess patient

satisfactionsatisfaction22

• Five dimensions of SERVQUALFive dimensions of SERVQUAL– Tangibles – physical facilities/surrounding, Tangibles – physical facilities/surrounding,

equipmentequipment– Reliability – ability to accurately perform the serviceReliability – ability to accurately perform the service– Responsiveness – willingness to assist clientsResponsiveness – willingness to assist clients– Assurance – knowledgeable, inspire confidence, trustAssurance – knowledgeable, inspire confidence, trust – Empathy – ability to provide individual attention, Empathy – ability to provide individual attention,

carecare

22Parasuraman A, Zeithaml VA, Berrz LL. Parasuraman A, Zeithaml VA, Berrz LL. SERVQUAL: a multi-item scale for measuring SERVQUAL: a multi-item scale for measuring consumer perceptions of service quality. consumer perceptions of service quality. Journal of Retailing, 1988, 64(1): 12-40Journal of Retailing, 1988, 64(1): 12-40

MethodsMethods

• QuestionnaireQuestionnaire– 16 statements in 5 SERVQUAL dimensions16 statements in 5 SERVQUAL dimensions– Scored on a three-point-Likert scaleScored on a three-point-Likert scale

agree, unsure, disagreeagree, unsure, disagree• Overall patient satisfactionOverall patient satisfaction

– average of the 16 statements for each patientaverage of the 16 statements for each patient– If > 90%If > 90% → patient “highly satisfied”→ patient “highly satisfied”– If 80.1% to 90%If 80.1% to 90% → patient “considerably → patient “considerably

satisfied”satisfied”– If ≤ 80%If ≤ 80% → patient “moderately satisfied”→ patient “moderately satisfied”

ResultsResults

ResultsResults

ResultsResults

ResultsResults

ResultsResults

ConclusionsConclusions

• Patients at the first family medicine Patients at the first family medicine center in Duhok, are more satisfied than center in Duhok, are more satisfied than patients at the traditional primary patients at the traditional primary health care centers.health care centers.

• As trained family medicine doctors have As trained family medicine doctors have started to work at Zanest FMC it is started to work at Zanest FMC it is expected that the already statistically expected that the already statistically significant difference in patient significant difference in patient satisfaction has increased further. satisfaction has increased further.

RecommendationsRecommendations

• Further studies are recommended to Further studies are recommended to evaluate patient satisfaction at health evaluate patient satisfaction at health care centers where mainly certified care centers where mainly certified family medicine doctors work (Zanest family medicine doctors work (Zanest FMC, Shindokha PHCC) as compared to FMC, Shindokha PHCC) as compared to traditional PHCCs.traditional PHCCs.

• With the collaboration of the DG of With the collaboration of the DG of Health, it is recommended to dedicate Health, it is recommended to dedicate other primary health care centers as other primary health care centers as family medicine centers.family medicine centers.

AcknowledgmentsAcknowledgments

• Dr. Abdullah Saeed (Director General Dr. Abdullah Saeed (Director General of Health) of Health)

• Mr. Freydoon and Mr. Jameel Mr. Freydoon and Mr. Jameel (surveyors)(surveyors)

• Dr. Abdullah Jasem (refinement of Dr. Abdullah Jasem (refinement of proposal)proposal)

• Dr. Sa’ad Younis (statistical analysis Dr. Sa’ad Younis (statistical analysis of the data) of the data)

Questions?Questions?

Thank YouThank You