Patient satisfaction with primary healthcare services in Lebanon

Randa Hemadeh, Rawan Hammoud, Ola Kdouh, Tarek Jaber and Lea Ammar

International Journal of Health Planning and Management, 2019, vol. 34, issue 1, e423-e435

Abstract: Background Reorienting the model of care towards preventive services is integral to successfully move towards a people‐centered healthcare system. Patient satisfaction is an essential component of people‐centered care and an important quality of care indicator. In its efforts to strengthen primary healthcare, the Ministry of Public Health in Lebanon assessed patient satisfaction with services offered at primary healthcare centers (PHCCs) and explored the relationship between patient satisfaction and patient characteristics and accreditation. Methodology The study followed a cross‐sectional design. A survey was administered through phone calls with 1313 patients receiving services as part of a benefits package provided by 59 PHCCs. The survey collected data on patients' sociodemographic characteristics, perceptions, and satisfaction. Results Overall, 96.66% of surveyed patients reported being either satisfied (60.23%) or very satisfied (36.43%) with the services provided at the PHCCs. Patients' perceptions of patient‐provider communication, healthcare provider competency, and health education quality constituted strong predictors for satisfaction. However, facilities' accreditation status was not associated with satisfaction with PHC services. Conclusion Patient satisfaction with primary healthcare services in Lebanon was remarkably high. Findings highlighted the need for quality improvement particularly in health education and the alignment of accreditation standards with patient needs and expectations.

Date: 2019
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