Patients' evaluations of their consultations with primary health clinic doctors in the United Arab Emirates

Abstract

Background. Patient satisfaction must be taken into account when evaluating the quality of medical care, along with health status outcome measures. Objectives. The aims of the study were to characterize the composition of consultations with government primary health clinic doctors in the United Arab Emirates and explore which factors mediate Emirati patients' satisfaction. Methods. One hundred and fifty-two patients at a Primary Health Clinic were interviewed by structured questionnaire. Results. Most of the 152 patients interviewed rated their consultations positively; but less than a tenth were completely satisfied. Components associated with patient satisfaction in developed countries (such as taking a history and advising how to deal with the condition) also had the same impact in the United Arab Emirates. The doctor's decision about whether or not to include a component was usually perceived as appropriate by the patient. Nonetheless, patients tended to give higher ratings to doctors who discussed issues with them and whom they perceived as empathic. Mothers consulting the doctor about their children's health were especially sensitive to such factors. Conclusions. Among the issues discussed is whether doctors should more routinely be addressing social, family and affective issues; so shaping patients' expectations that such components are appropriate and sometimes vital. Although difficult, given the lack of continuity of care in primary health clinics, the present study suggests that Emirati patients would be comfortable with, and many would value, inclusion of such components.