PT  - JOURNAL ARTICLE
AU  - Salah M. Mawajdeh
AU  - Khairo A. Daabseh
AU  - Mohammed J. Nasir
AU  - Raeda J. Al-Qutob
TI  - Patient expectation and satisfaction in different hospitals in Irbid, Jordan
DP  - 2001 Jul 01
TA  - Saudi Medical Journal
PG  - 625--629
VI  - 22
IP  - 7
4099  - http://smj.org.sa/content/22/7/625.short
4100  - http://smj.org.sa/content/22/7/625.full
SO  - Saudi Med J2001 Jul 01; 22
AB  - 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.