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Presentation on theme: 'Patient Satisfaction in Duhok, Kurdistan Region of Iraq: Family Medicine Center vs. Primary Health Care Centers Lars A. Peschke, MD, ABFM Ary H. Mohammed,'— Presentation transcript:
1 Patient Satisfaction in Duhok, Kurdistan Region of Iraq: Family Medicine Center vs. Primary Health Care CentersLars A. Peschke, MD, ABFMAry H. Medal of honor breakthrough walkthrough. Mohammed, MBChB, MScSamim A. Al-Dabbagh, MBChB, DTM&H
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2 Background Family Medicine: Specialty in N. Iraq in 2006
No study had evaluated its acceptanceamong the general population
3 Objectives Aim: compare patient satisfaction at
Zanest Family Medicine Center with2 traditional primary health care centers (PHCCs)
4 Methods Study population Estimated: 200 surveys for adequate validity1
404 outpatients were interviewed199 at Zanest Family Medicine Center101 at Barzan PHCC104 at Shahidan PHCC1White B. Measuring Patient Satisfaction: How to Do it and Why to Bother. Family Practice Management January 1999
5 Methods Data Collection
Direct interview of patients at the health care centers4 weeks in August 2008
6 Methods Questionnaire
SERVQUAL survey – to assess patient satisfaction2Five dimensions of SERVQUALTangibles – physical facilities/surrounding, equipmentReliability – ability to accurately perform the serviceResponsiveness – willingness to assist clientsAssurance – knowledgeable, inspire confidence, trustEmpathy – ability to provide individual attention, care2Parasuraman A, Zeithaml VA, Berrz LL. SERVQUAL: a multi-item scale for measuringconsumer perceptions of service quality. Journal of Retailing, 1988, 64(1): 12-40
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7 Methods Questionnaire Overall patient satisfaction
16 statements in 5 SERVQUAL dimensionsScored on a three-point-Likert scaleagree, unsure, disagreeOverall patient satisfactionaverage of the 16 statements for each patientIf > 90% → patient “highly satisfied”If 80.1% to 90% → patient “considerably satisfied”If ≤ 80% → patient “moderately satisfied”
8 Results
9 Results
10 Results
11 Results
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12 Results
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13 ConclusionsPatients at the first family medicine center in Duhok, are more satisfied than patients at the traditional primary health care centers.As trained family medicine doctors have started to work at Zanest FMC it is expected that the already statistically significant difference in patient satisfaction has increased further.
14 RecommendationsFurther studies are recommended to evaluate patient satisfaction at health care centers where mainly certified family medicine doctors work (Zanest FMC, Shindokha PHCC) as compared to traditional PHCCs.With the collaboration of the DG of Health, it is recommended to dedicate other primary health care centers as family medicine centers.
15 Acknowledgments Dr. Abdullah Saeed (Director General of Health)
Mr. Freydoon and Mr. Jameel (surveyors)Dr. Abdullah Jasem (refinement of proposal)Dr. Sa’ad Younis (statistical analysis of the data)
16 Questions?Thank You