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Research ArticleOriginal Article
Open Access

Patient expectation and satisfaction in different hospitals in Irbid, Jordan

Salah M. Mawajdeh, Khairo A. Daabseh, Mohammed J. Nasir and Raeda J. Al-Qutob
Saudi Medical Journal July 2001, 22 (7) 625-629;
Salah M. Mawajdeh
Department of Public Health and Family Medicine, Faculty of Medicine, Jordan University of Science and Technology, PO Box 3030, Irbid, Jordan. E-mail: [email protected]
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Khairo A. Daabseh
Department of Public Health and Family Medicine, Faculty of Medicine, Jordan University of Science and Technology, Irbid, Jordan.
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Mohammed J. Nasir
Department of Public Health and Family Medicine, Faculty of Medicine, Jordan University of Science and Technology, Irbid, Jordan.
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Raeda J. Al-Qutob
Department of Public Health and Family Medicine, Faculty of Medicine, Jordan University of Science and Technology, Irbid, Jordan.
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Abstract

OBJECTIVE: This study attempts to identify factors contributing to patients' satisfaction and to examine the relationship between patient satisfaction and patient expectations.

METHODS: The study sample consisted of 360 patients randomly drawn from the outpatients' practice of 2 health centers in Irbid, North Jordan; a university and governmental one. Patients' satisfaction was assessed using a self-administered patient satisfaction questionnaire. Patients' expectations were assessed by exposing patients to a series of video clips showing pre-tested patient provider encounters.

RESULTS: On average, users of the Community Health Center had lower expectation levels and higher satisfaction means when compared to users of the University Health Center. The study results showed that patient satisfaction was mainly influenced by patient expectation of received care even after adjustment for socio-demographic variables.

CONCLUSION: This study therefore, argues that while assessment of patient satisfaction is useful as a monitoring indicator for overall health care delivery performance, still interventions are required to improve the delivered care. There is a need to examine client expectations and tailor services accordingly since satisfaction measures can only diagnose a problem while expectation assessment can identify clients needs and thus program managers can better design health services delivery.

  • Copyright: © Saudi Medical Journal

This is an open-access article distributed under the terms of the Creative Commons Attribution-Noncommercial-Share Alike 3.0 Unported, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

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Saudi Medical Journal: 22 (7)
Saudi Medical Journal
Vol. 22, Issue 7
1 Jul 2001
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Patient expectation and satisfaction in different hospitals in Irbid, Jordan
Salah M. Mawajdeh, Khairo A. Daabseh, Mohammed J. Nasir, Raeda J. Al-Qutob
Saudi Medical Journal Jul 2001, 22 (7) 625-629;

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Patient expectation and satisfaction in different hospitals in Irbid, Jordan
Salah M. Mawajdeh, Khairo A. Daabseh, Mohammed J. Nasir, Raeda J. Al-Qutob
Saudi Medical Journal Jul 2001, 22 (7) 625-629;
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© 2025 Saudi Medical Journal Saudi Medical Journal is copyright under the Berne Convention and the International Copyright Convention.  Saudi Medical Journal is an Open Access journal and articles published are distributed under the terms of the Creative Commons Attribution-NonCommercial License (CC BY-NC). Readers may copy, distribute, and display the work for non-commercial purposes with the proper citation of the original work. Electronic ISSN 1658-3175. Print ISSN 0379-5284.

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