ENHANCING PATIENT SATISFACTION IN PHCS WAITING AREA AT RIYADH FIRST HEALTH CLUSTER: A CASE STUDY

Abstract

Background: Enhancing the patient satisfaction is a central goal in primary care, where service volunteering by patients is gradually gaining importance due to its ability to handle patients’ other aspects that are not clinical. This study aimed at assessing means to engage volunteers in order to improve patient satisfaction and more so among sensitive populations.
Aim: This study focused on the practice of assessing an organized volunteer program on patient outcomes in different PHCs, discovering the groups of patients who would benefit most from support, and putting into practice volunteer recruitment and development strategies.
Method: Subsequently, an action plan was formulated, where data was to be collected through PRESSGANEY that includes patient satisfaction criteria like staff courtesy, communication about delays, access, waiting time and comfort. The volunteers were selected to fit certain criteria and were educated in general communication, the importance of listening, and patients’ rights to privacy. Program outcomes were monitored at least every three months to determine the effect on patient satisfaction.
Results: A quality improvement project: Using an automated calling system to increase patient satisfaction demonstrated that overall there was a near 50% improvement in patient satisfaction, especially for the elderly and immobile patients. Formal and informal assessment had been undertaken with the patients, staff and volunteers and some changes had been made to the assessments in order to improve the effectiveness of volunteer support to patient care.
Conclusion: The project also confirms that professional volunteer involvement can significantly enhance patient satisfaction in Primary Health Care settings. The study shows that structured recruitment, training, and evaluating of volunteers makes volunteering in healthcare settings sustainable and expands a patient centered care model that can serve as a framework for other networks.