Patients' expectations and satisfaction in a teaching hospital outpatient clinic, Al Khobar, Saudi Arabia

Objective: To assess the expectations and study of patients receiving outpatient hospital care. Design: A cross-sectional prospective study was conducted using a structured questionnaire form on a random sample of outpatient clinic attendants. Setting: The outpatient department clinics at King Fahad University Hospital, Al-Khobar, Saudi Arabia. Subjects: A sample of 1232 subjects attending 6 outpatient clinics. Methods: Direct interviewing of subjects using a structured questionnaire was carried out. Information collected were basic demographic data regarding subjects expectations and satisfaction regarding aspects of outpatient health care. The assessed questionnaire reliability was 71%. Results: The highest rate of satisfaction was regarding the set of investigations carried out while the lowest rate was regarding waiting time. There were significant mismatches between subjects' expectations and what was really offered to them regarding doctor-patient communication acid continuity of care. Conclusion: The study has revealed reasonable rates of good satisfaction of patients with outpatient care and a clear degree of mismatchment between patients' expectations regarding continuity of care and doctor-patient communication and what was actually offered in these two respects.