Evaluating the trends and determinants of patient experience in primary health care in Saudi Arabia

Abstract

The Saudi Arabian healthcare system, with its emphasis on primary health care (PHC) as the cornerstone of health service delivery, is undergoing significant transformations to enhance healthcare quality and accessibility. This study investigates patient satisfaction within PHCs across Saudi Arabia, recognizing its critical role in evaluating healthcare quality and informing policy and practice improvements. This thesis aims to explore the determinants of patient satisfaction in Saudi Arabian PHCs from January 2022 to December 2022. It seeks to identify overall satisfaction levels, analyse trends across various patient demographics and regions, and assess the impact of the COVID-19 pandemic on patient satisfaction. The study employed a descriptive analysis approach, utilizing patient satisfaction surveys and multivariable regression analysis. Data were collected on patient satisfaction scores, demographics (age, gender, nationality), and different regions within PHCs. The study also examined the relationship between patient satisfaction and healthcare delivery aspects, such as provider communication, waiting times, empathy, and cleanliness of facilities. The findings indicate that patient satisfaction within Saudi PHCs varies significantly across different demographics and regions. Key factors influencing patient satisfaction include provider communication, waiting times, and facility cleanliness. The COVID-19 pandemic has also notably impacted patient satisfaction, reflecting the challenges, and we hypothesize that adjustments in healthcare delivery are the cause of change in satisfaction during this period. Understanding the key determinants of patient satisfaction in PHCs is essential for improving healthcare delivery in Saudi Arabia. The study highlights the need for targeted interventions to address the identified factors influencing patient satisfaction. Enhancing the patient experience in PHCs can contribute to the overall improvement of the healthcare system in Saudi Arabia, aligning with the goals of Vision 2030 for health sector transformation.