Nine out of ten patients of hospitals and clinics in Dubai Health Care City are satisfied with service. The highest satisfaction levels were in care/treatment, staff/health-care practitioner interaction, and areas of safety and hygiene
An independent patient satisfaction survey used face-to-face interviews with 500 patients in 2014-2015. Patients were selected from six categories of hospitals and clinics on the campus according patient numbers.
The questionnaire covered four indicators of satisfaction:
- Facilities and premises
- Appointment process
- Hospital staff
- Referrals
According to the findings, patients were satisfied with the staff and health-care practitioners across all categories at DHCC, and willing to recommend the facilities to friends and colleagues.
Dr Raja Al Gurg of DHCC says: “The results are important to measure performance and help us make continuous improvements.”
The highest satisfaction was in care/treatment, staff/health-care practitioner interaction, and areas of safety and hygiene.
The survey provided insights into the patient profile. The vast majority of patients were Asian expatriates and the next biggest group was Arab expatriates, Emiratis were the third largest group and the balance of Western expatriates.
The top three reasons for visiting were pre-scheduled appointments, followed by check-ups for a current medical condition and routine check-ups.
Most patients in small clinics were informed about cost, risks and possible outcomes of the treatment they were receiving. But patients in medium to large clinical facilities were relatively less informed.
The areas identified where satisfaction could be increased included directions/signage within and outside DHCC and an external factor – access to public transport.
Dr Ramadan Al Beloushi of DHCC adds, “It is not just about getting the patients involved, but using their feedback to improve patient satisfaction and look into areas of concern in hospitals and clinics.”
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