Understanding Patients’ Perception and Experience in Improving Quality Healthcare with one of the Leading Public Hospitals in Erbil, Iraq

Abstract

This public hospital survey aims to assess patients’ satisfaction with health care services at one of the largest public institutions in Erbil-Kurdistan the semiautonomous region of Iraq. The study identifies factors in determining patients’ perceptions and experiences in order to improve quality healthcare within public health facilities in this province.

Patient’s sample was simple random sample of all eligible patients applying HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey instrument. As per National Research Corporation, HCAHPS is backed by leading hospital associations and is actively supported by foremost healthcare and consumer organizations. Data from 180 patients were collected over a period of 3 months, by medical and pharmacy students through direct interview of patients for the purpose of reliability and consistency of the assessment.

The study shows there were some factors in hospital care causing dissatisfaction among a number of patients. Those factors resulting dissatisfaction were courtesy and respect, poor sanitation, attitude of the providers, availability of medicines, and level of noise at night, communication and in providing vital information, as well as hygiene. The findings would assist in the implementation of quality health care and improvement of public health services.

Keywords: Patient satisfaction, quality improvement, healthcare quality

DOI: 10.7176/EJBM/7-2-2015-03