Patient expectation and satisfaction in different hospitals in Irbid, Jordan

Authors

• Salah M. Mawajdeh, Department of Public Health and Family Medicine, Faculty of Medicine, Jordan University of Science and Technology, PO Box 3030, Irbid, Jordan. E-mail: mawajdeh{at}just.edu.jo
• Khairo A. Daabseh, Department of Public Health and Family Medicine, Faculty of Medicine, Jordan University of Science and Technology, Irbid, Jordan.
• Mohammed J. Nasir, Department of Public Health and Family Medicine, Faculty of Medicine, Jordan University of Science and Technology, Irbid, Jordan.
• Raeda J. Al-Qutob, Department of Public Health and Family Medicine, Faculty of Medicine, Jordan University of Science and Technology, Irbid, Jordan.

Abstract

OBJECTIVE: This study attempts to identify factors contributing to patients9 satisfaction and to examine the relationship between patient satisfaction and patient expectations. METHODS: The study sample consisted of 360 patients randomly drawn from the outpatients9 practice of 2 health centers in Irbid, North Jordan; a university and governmental one. Patients9 satisfaction was assessed using a self-administered patient satisfaction questionnaire. Patients9 expectations were assessed by exposing patients to a series of video clips showing pre-tested patient provider encounters. RESULTS: On average, users of the Community Health Center had lower expectation levels and higher satisfaction means when compared to users of the University Health Center. The study results showed that patient satisfaction was mainly influenced by patient expectation of received care even after adjustment for socio-demographic variables. CONCLUSION: This study therefore, argues that while assessment of patient satisfaction is useful as a monitoring indicator for overall health care delivery performance, still interventions are required to improve the delivered care. There is a need to examine client expectations and tailor services accordingly since satisfaction measures can only diagnose a problem while expectation assessment can identify clients needs and thus program managers can better design health services delivery.

Article Type

Research Article

First Page

625

Last Page

629

Recommended Citation

Mawajdeh, Salah M.; Daabseh, Khairo A.; Nasir, Mohammed J.; and Al-Qutob, Raeda J. (2001) "Patient expectation and satisfaction in different hospitals in Irbid, Jordan," Saudi Medical Journal: Vol. 22: Iss. 7, Article 14.
DOI: https://doi.org/10.15537/1658-3175.1465