Skip to main content

Assessment of patients’ satisfaction in Ain Shams University Hospitals

Abstract

Background

There is increasing international interest in using subjective evaluations of health states by individuals. The main method using which user views of healthcare performance have traditionally been elicited is through the measurement of patients’ satisfaction, which is a valuable and widely used indicator of the quality of care and predictor of treatment compliance. The aim of this study was to assess the level of patients’ satisfaction as regards the provided healthcare services in Ain Shams University Hospitals based on the patients’ point of view.

Patients and methods

In this cross-sectional study, 321 inpatients and 353 outpatients participated in the assessment of patients’ satisfaction for the provided healthcare services at Al Demerdash University Hospital (DUH) and Ain Shams University Specialized Hospital (ASUH).

Results

In DUH, it was found that inpatients’ satisfaction for physicians’ care of patients, nursing care, administrative facilities and physical environment was 61, 42, 52 and 46%, respectively, and outpatients’ satisfaction for the same domains was 70, 63, 38 and 38%, respectively. In ASUH, it was found that, inpatients’ satisfaction for the same domains was 81, 74, 71 and 72%, respectively, and outpatients’ satisfaction for the same domains was 71, 67, 60 and 38%, respectively.

Conclusion

The inpatients’ and outpatients’ questionnaires in both DUH and ASUH are simple, short and realistic and can be applied globally in governmental and private hospitals as a predictor for healthcare services.

References

  1. Fitzpatrick R. Surveys of patients’ satisfaction. I: important general considerations. BMJ 1991; 302:887–889.

    CAS  PubMed  Google Scholar 

  2. Norton-Westwood D, Robertson-Malt S, Anderson R. A randomized controlled trial to assess the impact of an Admission Service on patient and staff satisfaction. Int J Nurs Pract 2010; 16:461–471.

    Article  Google Scholar 

  3. Silbertstein N. Are patients’ satisfaction surveys a good idea? Podiatry Management (Academic Journal) 2010; 29:113.

    Google Scholar 

  4. Khamseh ME, Aghili SR, Baradaran HR, Arabi A. Patients satisfaction of medical care delivered in outpatient clinics of endocrinology and metabolism in Tehran, Iran. Payesh. 2007

  5. Donabedian A. Evaluating the quality of medical care. Milbank Mem Fund Q 1996; 44:166–203.

    Article  Google Scholar 

  6. Crow R, Gage H, Hampson S, Hart J, Kimber A, Storey L, Thomas H. The measurement of satisfaction with healthcare: implications for practice from a systematic review of the literature. Health Technol Assess 2002; 6:1–244.

    Article  CAS  Google Scholar 

  7. Tahara AT, de Lucena RA, de Oliveira AP, Santos GR. Patients’ satisfaction: refinement of the instrument for health services evaluation. Rev Bras Enferm 1997; 50:497–506.

    Article  CAS  Google Scholar 

  8. Hatamizadeh N, Jafary P, Vameghi R, Kazemnezhad A. Factors affecting client satisfaction and dissatisfaction in out-patient rehabilitation centers in kurdistan province in Iran. Iran Red Crescent Med J 2012; 14:119–120.

    CAS  PubMed  PubMed Central  Google Scholar 

  9. Cheung CS, Bower WF, Kwok SC, van Hasselt CA. Contributors to surgical in-patients’ satisfaction–development and reliability of a targeted instrument. Asian J Surg 2009; 32:143–150.

    Article  CAS  Google Scholar 

  10. Brédart A, Coens C, Aaronson N, Chie WC, Efficace F, Conroy T, et al. EORTC Quality of Life Group and EORTC Quality of Life Unit Determinants of patients’ satisfaction in oncology settings from European and Asian countries: preliminary results based on the EORTC IN-PATSAT32 questionnaire. Eur J Cancer 2007; 43:323–330.

    Article  Google Scholar 

  11. Tabbi J. TQM in health care system. 2nd ed. Tehran: Johan Rayne; 2001. Persian.

    Google Scholar 

  12. Jackson JL, Chamberlin J, Kroenke K. Predictors of patients’ satisfaction. Soc Sci Med 2001; 52:609–620.

    Article  CAS  Google Scholar 

  13. Ko HH, Zhang H, Telford JJ, Enns R. Factors influencing patients’ satisfaction when undergoing endoscopic procedures. Gastrointest Endosc 2009; 69:883–891.

    Article  Google Scholar 

  14. Wiggers JH, Donovan KO, Redman S, Sanson-Fisher RW. Cancer patients’ satisfaction with care. Cancer 1990; 66:610–616.

    Article  CAS  Google Scholar 

  15. Bergenmar M, Nylen U, Lidbrink E, Bergh J, Brandberg Y. Improvements in patients’ satisfaction at an outpatient clinic for patients with breast cancer. Acta Oncol 2006; 45:550–558.

    Article  Google Scholar 

  16. Bredart A, Mignot V, Rousseau A, Dolbeault S, Beauloye N, Adam V, et al. Validation of the EORTC QLQ-SAT32 cancer inpatients satisfaction questionnaire by self-versus interview-assessment comparison. Patient Educ Couns 2004; 54:207–212.

    Article  CAS  Google Scholar 

  17. Berg M, Gras M, Meijerink Y, Eland A, Kallewaard M, Haeck J, Kingma H. Learning figures. Hospitals make performance records publicly accessible. Medisch Contact 2003; 58:1535–1538.

    Google Scholar 

  18. Grogan S, Conner M, Willits D, Norman P. Development of a questionnaire to measure patients’ satisfaction with general practitioners’ services. Br J Gen Pract 1995; 45:525–529.

    CAS  PubMed  PubMed Central  Google Scholar 

  19. Perneger TV, Etter JF, Raetzo MA, Schaller P, Stalder H. Comparison of patients’ satisfaction with ambulatory visits in competing health care delivery settings in Geneva, Switzerland. J Epidemiol Community Health 1996; 50:463–468.

    Article  CAS  Google Scholar 

  20. Ameryoun A, Pourtaghi G, Yahaghi E, Heidari S, Bahadori M, Ebrahimnia M, Tahernezhad K. Outpatient and inpatient services satisfaction in Iranian military hospitals. Iran Red Crescent Med J 2013; 15:843–847.

    Article  Google Scholar 

  21. Matis K, Birbilis TA, Chrysou OI. Patients’ satisfaction questionnaire and quality achievement in hospital care: the case of a Greek public university hospital Georgios. Health Serv Manag Res 2009; 22:191–196.

    Article  Google Scholar 

  22. Demir C, Celik Y. Determinants of patients’ satisfaction in a military teaching hospital. J Healthc Qual 2002; 24:30–34.

    Article  Google Scholar 

  23. Mohammadinia L, Keshtkaran A, Hosseini V, Sajadnia Z, Sarafzadeh S. Comparison of the patient satisfaction from inpatients and outpatients fissurectomy in Motahari clinic and Shahid Faghihi hospital, Shiraz, Iran. J Health Manag Inf 2014; 1.

  24. Farmahini Farahani M, Shamsikhani S, Sajadi Hezaveh M. Patients’ satisfaction with nursing and medical care in hospitals affiliated to Arak University of medical sciences in 2009. Nurs Midwifery Stud 2014; 3:e14022.

    Article  Google Scholar 

  25. Ganasegeran K, Perianayagam W, Manaf RA, Jadoo SAA, Al-Dubai SAR. Patients’ satisfaction in Malaysia’s busiest outpatient medical care. Sci World J 2015; 2015, Article ID 714754, 6 pages. http://dx.doi.org/10.1155/2015/714754.

  26. Ahsan N, Chawala JA, Farooq U, Rasool A, Ahmad A, Burki NA, Qureshi MU. Assessment of patients’ satisfaction in medical and surgical ward in a tertiary care hospital. J Ayub Med Coll Abbottabad 2012; 24:3–4.

    Google Scholar 

  27. Challenor R, Perry R. Measuring patients’ satisfaction: three years’ data and experience of using a validated patient questionnaire. Int J STD AIDS 2014; 0:1–5.

    Google Scholar 

Download references

Author information

Authors and Affiliations

Authors

Corresponding author

Correspondence to Haytham S. Diab MD.

Rights and permissions

This article is licensed under a Creative Commons Attribution 4.0 International License, which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons licence, and indicate if changes were made. The images or other third party material in this article are included in the article's Creative Commons licence, unless indicated otherwise in a credit line to the material. If material is not included in the article's Creative Commons licence and your intended use is not permitted by statutory regulation or exceeds the permitted use, you will need to obtain permission directly from the copyright holder. To view a copy of this licence, visit http://creativecommons.org/licenses/by/4.0/.

Reprints and Permissions

About this article

Verify currency and authenticity via CrossMark

Cite this article

Diab, H.S. Assessment of patients’ satisfaction in Ain Shams University Hospitals. Egypt J Bronchol 9, 211–220 (2015). https://doi.org/10.4103/1687-8426.158107

Download citation

  • Received:

  • Accepted:

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.4103/1687-8426.158107

Keywords

  • Ain Shams University Specialized Hospital (ASUH)
  • Al Demerdash University Hospital (DUH)
  • inpatients satisfaction
  • outpatient satisfaction