Assessment of Ibn-Sina Specialized Surgical Tertiary Care Hospital Performance and Defining Opportunities for Improvement

Background: It is important to have a close monitoring and follow-up on the performance of the hospitals. The follow-up and monitoring requires deep assessment and continuous evaluation of the different activities performed by hospitals to make best utilization of the resources.Aim of the Work: The aim to improve the utilization of health services by assessing the performance and satisfaction of health care providers and patients, to recommend opportunities for improving the healthcare provided by the hospital.Design: Cross-sectional study.Setting: Ibn-Siena Specialized Hospital, Ministry of Health, Kuwait.Subject and Methods: The semple size was 400 patients (100 from each department) and 79 physicians and 100 nurses. The study was conducted during a period of nearly one year. The patients were interviewed by the researcher.Results: Patient Communication dissatisfaction score was ranged from 0% to 18%. In patient services dissatisfaction score ranged from 0% to 15%. Working system dissatisfaction score ranged from 0% to 15% and the overall dissatisfaction % score ranged from 0% to 40% with the mean 12.43±2.87%. 80% of dissatisfaction was related to medication options however limited number of beds, absence of information system, missing standard protocols was the main problems doctors face in the following percentage 40.4%, 30.9%, 14.9% respectively. The majority of nurses complain of long working hours 41.5% with bad character of patients 25.5%, and the need for training courses 12.8%.Conclusion: Service provider-patient communication/ interaction is pivotal and integral part of all hospital care services.