Questionnaire Test
The Cronbach's α coefficient was 0.908, which indicates that the questionnaire had a high internal consistency and reliability.
Outpatient Satisfaction Score Status
The highest scored dimensional satisfaction is the service Attitudes Towards Patients dimension (82.88), and the lowest score is the Accessibility to Services and Waiting Time dimension (70.35). The factor with the highest score on the experience with health care services dimension is the pharmacy Staff explained how to use drugs (83.95), and the factor with the lowest score is the Availability of Prescribed Medications (62.48). The factor with the highest score on Attitudes Towards Patients is hospital facilities (98.15), and the factor with the lowest score is the ease of finding medicine OPD (49.41). The factor with the highest score in the Accessibility to Services and Waiting Time dimension is the waiting time for receiving services is appropriate (laboratory, X-rays, medications, etc.) (74.42), and the lowest score is registration staffs informed you where OPD is (62.31) as per Table 1
Statistical Description
A total of 476 patients were recruited for the study, with a response rate of 95.2%. The majority of the participants were Male, representing more than half of the participants, 280(58.8%), and the rest of the participants were Female, 196 (41.2%). The youth group (between 18 and 40 years) represented the majority of the sample, 281(59%), and middle age (between 41-60 years) represented one-third of the sample with 172(36.13%), while the older group from 60 years and above was the lowest number and represented 23 (4.8%) participants. The highest number of the participants were married, 261(54.8%) then the second group was single, which 200 (42.0%) of the population. On the other hand, the widowed and divorced were the lowest number of participants, 9(1.9%) and 6(1.3%), respectively. Most participants were Governmental workers then who had businesses; after that came the students and Private Sector Employees. finally, the unemployed lowest in the cohorts 145(30.5%), 106(22.3%), 82(17.2%), 82(17.2%) and then 61(12.8%) respectively. However, the first visit to the clinic was from a first-time visitor and reflected 193(40.5%), then 2-4 times and more than four visits 150(31.5%) and 133(27.9%) respectively as shown in table 2
Fig. 1 reveals that the overall satisfaction rate for all aspects of the study was good, as it was 71.11% satisfied while it was 22.89% unsatisfactory.
Regarding the experience with health care services as shown in Fig. 2, the maximum number of patients were satisfied, 83.10% regarding pharmacy staff explained how to use drugs, and 16.80 were unsatisfied.
Regarding the availability of prescribed medications, 51.7% of the patients were found satisfied, and 16% were not.
Patients' compliance with clinical care indicates how satisfied they are with the services provided by the doctor and nurse; by the side of the physicians, patients' satisfaction was, i.e., 74.3 % of the doctors understand their health conditions, an opportunity given to talk about their illness and listening skills of the doctor 73.4%, for as many as 76% of the patients replied that the doctors informed about their treatment process and the remaining 24% showed their dissatisfaction.
From the nursing side, the patient's care experience reflects how the communication with the nurses reflects their satisfaction that the results were satisfactory in terms of welcome and respect from the nurse 69.9%, and answer to their questions gently 68.7%.
Through this figure, it was found that the cleanliness of the OPDs plays a major role in the success of the patient's experience and satisfaction with the level of services provided 77.5%.
As the table showed that there is a significant defect in access to outpatient clinics, where the results show that 54.6% were unsatisfied, and 45.4% only showed their satisfaction.
Fig 3 depicts that 67 % of the respondents were satisfied with the Waiting time for receiving Services, while the remaining 33% were dissatisfied, and 66% of patients saw that the Waiting time in the Registration process is appropriate, 58.6% showed dissatisfaction with not telling registration staff where their clinics.
Experience with Health Care Services
In our study, when we used the univariate analysis, there is no difference between males and females in the of satisfaction 199(71.07%) and 196(66.83%) p-value 0.549, as well as the age of participants not affecting the satisfaction among all age categories (18-30 years), (31-40 years), (42-50 years), (51-60 years) and (>60 years) 70(63.63%), 114(66.66%), 93(75.60%), 36(73.46%) and 17(73.9%) with P value 0.498, even the marital status not effect for singles, marrieds, divorced and widowed 134(67%), 188(72.03%), 3(50.00%), and 5(55.55%), P value 0.194. But employment status statistically showed a significant effect plays on patient satisfaction as the Governmental employee more satisfied 113(77.93%) than the private sector 62(75.60%) and the students 58(70.70%), while those who had their own business from the lowest satisfaction in cohort 61(57.54%) than those not working at all 36(59.01%) with P value 0.033. the other factor that plays a role in the satisfaction results is the number of visits to the Outpatient clinics; for those who visited the clinic more than four times, the highest satisfaction was 115(86.46%) then those who visited the clinic from 2-4 times 110(73.3%) then lowest satisfaction was from the first-time visitors 105(54.40%) as shown in Table 3
Accessibility to Services and Waiting Time
Our data in Table3 showed that the participants in the age group (41-50 years) are better satisfaction in regards to Accessibility to Services and Waiting Time than the age group 74(60.16%) P value of 0.047, as well as the Master holder is the higher satisfaction than other 57(62.0%) P value 0.002, and the workers in the private sector were more satisfied 53(64.63%). And the patient who visited the clinics more than four times were satisfied more than 88(66.16%) as showed in Table 3
Attitude Towards Patients
In the data analyzed, no significant result in the field of the attitude towards the patients except for the Patients who visited the clinics more than four times as they were significantly higher satisfaction levels 119(89.47%) as showed in Table 3