Teaching staff response towards provided healthcare service: King Saud University Experience

Objectives: Patient satisfaction is the prime objective of any successful health care organization. Its monitoring perceptions are simple but important to develop the strategies to assess and improve the performance. Keeping in view the significance of patient satisfaction, the aim of the present study was to determine the teaching staff response towards provided health care service in the University Hospital, at Saudi Arabia. Methodology: A questionnaire was designed and distributed electronically to 722 University staff members. The questionnaire consisted of 12 items to collect the information regarding the provided services including reception, treating physicians, nurses, laboratory services, radiology examination, drug provision from pharmacy, referrals to specialists, follow-up services, emergency admission and college of dentistry services. The feedback was entered into the computer and results were computed based on the total number of participants and the percentage [%]. Results: Response towards satisfaction was best with laboratory services 18.6% excellent, 34.2% very good and 26.5% good, followed by pharmacy services 16.1% excellent, 23.9% very good and 30.4% good and the radiology 15.1% excellent, 28.5% very good and 30.2% good. However, the nursing and physicians services came next. Nursing services were 12.8% excellent, 28.6% very good and 32.5% good. Physician’s services were 11.5% excellent, 28.9% very good and 31.8% good. The areas which needed improvement were human resources and administrative areas. Conclusion: Staff members were highly satisfied with the laboratory, pharmacy, radiology, nursing and services provided by the physicians. Only professionalism and advanced technical aspects may not be sufficient to achieve satisfaction.