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Satisfaction of Arab patients about services provided by primary health care centers in Makkah and Mina during hajj season 1430 H (2009G)


Patient satisfaction is of value to primary health care providers and evaluation of patient satisfaction has become a standard part of evaluation of any health care system. There are many factors influencing patients' satisfaction which were subjected to study by many researchers. Primary health care service is the most frequently used in any health care system. In Hajj, primary health care centers in Makkah and Mina cater for the first level medical care for millions of hajjis. Patient satisfaction is one of the important indicators of quality of any health care system and the primary health care services in Hajj area are no exception to this. This study was aiming to evaluate satisfaction level about health care services among Arab patients visiting PHCCs in Makkah & Mina during Hajj season 1430 H (2009 G).


A cross-sectional study using a semi-structured Arabic language questionnaire was conducted in 12 PHCCs in Makkah and 11 PHCCs in Mina. All Arab patients visiting these centers during Hajj season 1430 H were considered as study population; while considering Makkah and Mina as separate strata. The questionnaire covered information about demographic characteristics and satisfaction about different components related to PHC services as well as overall satisfaction. A stratified random cluster sampling technique was used and a total of 833 patients from both strata were involved in this study. Using Epi Info software version 3.5.1 and appropriate statistical tests, data were analyzed in line with the objectives of the study.


A total of 827 records analyzed, 57.9% (246) of studied patients in Makkah and 66.2% (266) in Mina were fully satisfied with overall services. The study demonstrated a statistical significant difference between the two strata for majority of factors under study (P value <0.001). No significant statistical association was found between demographic factors and overall satisfaction except for occupational status and nationality groups; where the fully satisfied housewives in Makkah constituted the highest proportion among all occupational groups (P value = 0.028) and patients coming from "Other Arab Asian countries" were more fully satisfied than any other Arab nationality groups (P value = 0.006 & 0.018 for both strata). Hajjis were more fully satisfied than non-hajjis in Makkah (P value= 0.014). A statistical significant association was found in Mina between checking both temperature and blood pressure and overall satisfaction (P value= 0.004) as well as the association between waiting time, waiting area, consultation time and overall satisfaction. In Mina, the nationality of treating doctor was associated with overall satisfaction (P value= 0.048) as well as the association between language used by doctor to talk to patient and overall satisfaction (P value < 0.001). In both strata, there was an association between difficulty in communication with the doctor and overall satisfaction (P value < 0.001). Experience as compared to expectation, prior information about quality of PHC services was also associated with overall satisfaction (P value< 0.001).An agreement was found in both strata between different components of satisfaction versus overall satisfaction(P value< 0.001).


The overall level of full satisfaction was high in both strata and it was higher in Mina (66.2%) as compared to Makkah (57.9%).