Hypertensive patients' satisfaction with services provided at Gaza governmental primary health care centers

Yaser Nasr Alla Salem Ibrahim
ياسر نصرالله سالم ابراهيم
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Al-Quds University
No one can deny that client satisfaction is crucial central concept in assessing the quality of health care, it have gained increasing attention in the recent days and future. Also it is considered as important indicator for quality improvement of health services. This study aimed to assess hypertensive patients' satisfaction with services provided at Gaza governmental primary health care centers. A cross sectional study design with accidental sample was used. A standardized structured questionnaire was developed and distributed to patients who attended non communicable department for receiving treatment and care for hypertension in two different localities, Rafah Martyr's clinic and Rimal Martyr's clinic. The selected sample was 370 clients (300 from Rafah and 70 from Gaza). The response rate was 100%. Psychometric methods and tests were applied and their (results approved the reliability and validity of the questionnaire (Cronbacks Alpha) was 0.760). The study explored six dimensions of satisfactions including general satisfaction, health education, accessibility, communication and interaction, medical counseling and direction respect. The study results were general satisfaction (68.6%), satisfaction with health education (25.1%), satisfaction with accessibility to services (53.2%), satisfaction with communication and interaction (19.7%) and satisfaction with medical counseling (70%). The highest level of satisfaction was expressed toward direction respect (75.9%) which is reflecting client trust toward providers. The study showed that female, older age, villagers, divorced, illiterate, unemployed and smokers showed high level of satisfaction. Male, other ages, city citizens, educated, employed, married and non smokers show low level of satisfaction. The study showed that improving communication styles and improving health education programs in primary health care centers are important factors to improve patient satisfaction. Moreover, health managers and health planners in the ministry of health could use the findings of the study to know the factors that lead to dissatisfaction and work to improve them to increase client satisfaction.