Abstract

Patient satisfaction is the major indicator of quality of care provided by a health facility. To determine the level of patient satisfaction with medical care at the Dermatology Clinics affiliated to Qassim University, Saudi Arabia and to identify the socio-demographic characteristics of patients that might influence the level of satisfaction. A cross-sectional survey of 741 patients attending the Outpatient Dermatology Clinics affiliated to Qassim University, Saudi Arabia during the time period from January 1st to March 30th 2010. An Arabic language questionnaire was used to assess various domains of patient satisfaction. The satisfaction rate for overall quality of dermatology services was 66.1% in our patients. High levels of satisfaction were expressed about the general maintenance and hygienic conditions of the clinic. About 38% of patients indicated their dissatisfaction regarding the waiting time for appointment and about 40% were not satisfied about the information they received about their problems. About 48% felt that the consultation time was inadequate and 36.7% felt that they were not allowed to express their symptoms in detail. A significantly high level of satisfaction was associated with female gender, age below 40, single status, low education, low socioeconomic status and rural residence. We also found that patients coming on their first visits were significantly more satisfied than those on follow up visits. Majority of our patients were satisfied with overall care. However, specific questioning exposed certain areas that need to be improved such as reducing waiting period for appointments, providing more information about the disease and by ensuring that patients have the opportunity to ask questions.

Key words: Patient satisfaction, dermatology clinic, satisfaction score, quality of care.