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Patient satisfaction level high in Abu Dhabi

Health authority conducts survey to improve health care services in the emirate.

By Olivia Olarte-ulherr - Senior Reporter, Abu Dhabi

Published: Thu 18 Jun 2015, 12:39 AM

Last updated: Wed 8 Jul 2015, 3:10 PM

Abu Dhabi — Residents of Abu Dhabi are happy with the services they receive from health care providers here, a survey commissioned by the Health Authority – Abu Dhabi (Haad) has revealed.

The patient satisfaction survey, which was participated by 38,371 respondents — 40 per cent of whom are Emiratis — from both the private and public health care facilities, showed 83 per cent satisfaction with inpatient services, 86 per cent satisfaction in outpatient and 84.2 per cent in emergency services.“The overall satisfaction score of Abu Dhabi hospitals in year 2014 is equated to 8.57 (out of 10),” said Dr Asma Al Mannaei, director of Strategy at Haad.

However, admission and registration process across all public hospitals; waiting time at pharmacies; the ability to ‘listen attentively’ by physicians and nurses in an inpatient setting, as well as, the speed of discharge process are some of the major concerns expressed by patients that needed improvement.

Comparing these satisfaction levels with the survey carried out in 2010 and participated by 34,200 patients, outpatient satisfaction has improved by three per cent from 83.4 per cent while inpatient satisfaction level went down by three per cent from 86.3 per cent five years ago.  The survey was carried out from July to November last year and covered 54 questions using Computer Assisted Telephone Interviews -— a methodology that was validated internationally and is used regularly by many countries, including the US, UK and Singapore.

“Haad is striving to improve the quality of health care services provided to citizens and residents in the emirate of Abu Dhabi. Patient satisfaction is a key index in evaluating and improving quality of health care,” Dr Mugheer Khamis Al Khaili, chairman of Haad said.

Comparing Abu Dhabi to international benchmarks, Abu Dhabi outranked other countries such as the UK, Singapore, New Zealand and Qatar in the inpatient, outpatient and emergency services in patient satisfaction. Dr Al Khaili said the agenda of the survey was to identify areas of concerns and improve health care services in the emirate.  “We will communicate that to the stakeholders to ask them to put an improvement plan for every indicator and make sure that the quality will improve year by year. This is a continuous process.”

Professor Dr Maha Taysir Barakat, director-general of Haad said the survey helps health care facilities in raising overall quality standards and contribute in strengthening patients’ confidence in the health system.

In addition to expressing their satisfaction level on health care services, 9,902 respondents have indicated their desire for quality of care, communication and promptness to be in the utmost agenda of the health care system. Patients also requested reducing waiting time to doctor visits, laboratories, pharmacies, diagnosis and radiology, and have expressed their preference to be seen by doctors and other health care workers who can communicate with them in their native tongue.


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