Orthopaedic patients’ satisfaction in outpatient experience of a university hospital

Abstract EN

Background : The orthopaedic surgery department was formed in 1982 at College of Medicine, King Faisal University and King Fahd University Hospital, Al-Khobar.

At present there are four adult orthopaedic clinics and two pediatric orthopaedic clinics with an annual number of over 9000 patients.

Offering services is one thing and providing satisfaction is another.

To date no patient satisfaction survey was conducted for orthoapedic patients at our hospital.

Objectives : This prospective survey was conducted to assess the satisfaction of adult orthopaedic patients with regard to care offered at King Fahd University Hospital, Al-Khobar., to identify existing shortfalls and to find ways to improve them.

Methods : Four hundred adult orthopaedic patients were interviewed by a predetermined questionnaire.

Patients were randomly selected, from each clinic and the satisfaction was graded as poor, fair, good, and excellent.

Once the questionnaire was completed, patients were asked a final question for and overall satisfaction on a two-point scale of (satisfied and unsatisfied).

The questionnaire assessed appointments, courtesy, professional aspects, registration, Nurses and Doctors.

Results : Four hundred patients completed the questionnaire.

The average age of patients was 48.4 years (14-92 SD ± ± 35.1).

Saudi nationals comprised 67 % and non-Saudis were 33 %.

On a four-point scale excellent and good was taken as satisfied and a total of 92.3 % were satisfied but this dropped to 85.5 % on a two-point scale.

Patients who were educated (graduate level) their satisfaction level was higher than those of the uneducated P < .001.

Seventy-five percent of the patients were dissatisfied with the delay in appointments P < 0.001 and 304 patients were not satisfied due to the time they spent in the hospital P < 0.001 Conclusion : This survey indicates that most patients attending orthopaedic clinics at King Fahd University Hospital, Al-Khobar were satisfied with the care they were offered but dissatisfied by the delay in obtaining the appointments, and the time they spent in the hospital.

The authors recommend measures to improve services so that more orthopaedic patients will be satisfied.