Medical Science
Volume 24, Issue 106, November - December, 2020
Patients’ experience of health care providers in outpatient and day surgery in hospitals Riyadh City, Saudi Arabia
Asma M Al Mugeiren1♦, Asmaa A Al Yaemni2
1Rehabilitation Sciences Department, College of Applied Medical Sciences, King Saud University, Riyadh, Saudi Arabia
2Health Administration Department, College of Business Administration, King Saud University, Riyadh, Saudi Arabia
♦Corresponding author
Rehabilitation Sciences Department,
College of Applied Medical Sciences,
King Saud University,
Riyadh, Saudi Arabia;
Email: aalmugeiren@ksu.edu.sa
ABSTRACT
Introduction: Patient’s experience in the outpatient and day care surgery is the need of the hour to improve the health care services.
This paper describes patients’ experience of outpatient and ambulatory surgery in both public and private hospitals in Riyadh City,
Saudi Arabia. The aim is to assess the patient experience and its effect on the quality of care services and on meeting patients’
demands. Materials and Methods: A cross-sectional survey was administered that consisted of the following six dimensions:
demographical information, before the procedure, day of the procedure, communication about procedure, recovery, and general
opinion. Results: Results of logistic regression analysis showed a “good patient experience” in the participants’ response of the
following 10 items on the survey: the educational level was significant in terms of giving the patient the necessary information
before the procedure, instructions to the patient for getting ready for procedure, ensure patients were comfortable, explaining the
procedure in easy way, giving written instructions at discharge, preparing the patient for what is expected during recovery, and
patient rating their own overall mental and emotional health. Conclusions: According to our results, hospital professionals and staff
members require more training to reform the health system and facilitate communication. Even though the overall situation of the
hospitals was fair, but an improvement strategy should be planned to match the customers’ demands to attain the proper level of
quality in all aspects.
Keywords: Patient Experience, Patient satisfaction, Outpatient surgery, Quality care.
Medical Science, 2020, 24(106), 4754-4762
