finance

hFactors Influencing Customer Satisfaction in King fahad specialist hospital – kingdom of saudi arabia (Dammam)

Dear Patient,

I’m interested in finding out how you feel about various aspects of health care services, to improve the understanding of the factors that influence patient’s satisfaction in healthcare services & insure better quality in the future. Please, take a few minutes to complete this questionnaire. Your responses are completely confidential and greatly appreciated.

Section 1. General Questions:

What’s Your Gender?

1. Male

2. Female

Which Category Bellow Include You’re Age?

1. 18-25

2. 25-35

3. 35-40

4. 45 years and above

Section 2. Front Office Staff and Reception:

The comfort, cleanliness and amenities of the reception area.

1. Excellent

2. Good

3. Fair

4. Poor

Helpfulness / courtesy of the staff.

1. Excellent

2. Good

3. Fair

4. Poor

The ease of the check-in process.

1. Excellent

2. Good

3. Fair

4. Poor

Section 3 – Appointments.

The promptness with which our telephones are answered.

1. Excellent

2. Good

3. Fair

4. Poor

Ease of scheduling your appointment?

1. Excellent

2. Good

3. Fair

4. Poor

Waiting time in the reception area.

1. Excellent

2. Good

3. Fair

4. Poor

Section 4 - Services provided by physicians.

The interaction of physicians and open flow of information with the patient.

1. Excellent

2. Good

3. Fair

4. Poor

The physician’s personal manners (Curtesy, Respect, Sensitivity...).

1. Excellent

2. Good

3. Fair

4. Poor

Overall medical care provided by physicians.

1. Excellent

2. Good

3. Fair

4. Poor

Section 5 – Factors Matter to Patients

Please Rate each of the following factors on a rating scale of 1-3 , where 1 in “Not Important At All”, 2 is “Neutral” and 3 is “Very Important:

Factors	1	2	3
1. Comfortable Waiting Areas
2. On-time Appointments
3. Cost of Services
4. Cleanliness of the Place
5. Nurses/ Doctors Empathy
6. Anxiety, Fear and Pain Management
7. Internet Accesses
8. Treatment Results
9. Keeping the Patients Informed About Their Conditions
10. Pharmacy Services
11. Emergency Services

What do you consider to be the most important measure of the healthcare service quality?

1. Quality of Communication with Doctors

2. Waiting Time

3. Nursing Care

4. Result of Medical Treatment

5. Curtesy of Health Care Workers

6. Other (Please Specify) ……

Comments / Suggestions for improvement:

…………………………………………………………………………………………………………………………………………………………………………………………

References:

Carrus, B., Cordina, J., Gretz, W., & Neher, K. (2015). Lessons from Other Industries. McKinsey & Company. doi:10.1016/b978-008043428-5/50024-2

Patient Satisfaction Surveys. (2004). PHYSICIAN PRACTICE RESOURCE CENTER. Retrieved October 2, 2018, from http://www.massmed.org/physicians/practice-management/patient-satisfaction-surveys-(pdf)/

S. R. (n.d.). FACTORS AFFECTING CUSTOMER SATISFACTION IN HEALTH CARE SERVICES. CASIRJ, 4(3), 2319- 9202. Retrieved October 2, 2018