Analysis of patients’ complaints in primary healthcare centres through the Mawid application in Riyadh, Saudi Arabia; a cross-sectional study
Introduction: The Saudi Ministry of Health launched a central appointment mobile application system (Mawid) that is linked to all primary healthcare (PHC) centres in the kingdom. The application allows patients to evaluate the healthcare services they receive. This study aimed to determine the frequ...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
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Academy of Family Physicians of Malaysia
2023-02-01
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| Series: | Malaysian Family Physician |
| Subjects: | |
| Online Access: | https://e-mfp.org/wp-content/uploads/18.17R1OAAnalysisofpatientscomplaints.pdf |
| _version_ | 1797871792305471488 |
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| author | Mona Ahmed Almusawi Nashwa Radwan Nagla Mahmoud Amal Alfaifi Khaled Alabdulkareem |
| author_facet | Mona Ahmed Almusawi Nashwa Radwan Nagla Mahmoud Amal Alfaifi Khaled Alabdulkareem |
| author_sort | Mona Ahmed Almusawi |
| collection | DOAJ |
| description | Introduction: The Saudi Ministry of Health launched a central appointment mobile application system (Mawid) that is linked to all primary healthcare (PHC) centres in the kingdom. The application allows patients to evaluate the healthcare services they receive. This study aimed to determine the frequency and nature of the complaints of patients visiting PHC centres through the Mawid application.
Methods: This cross-sectional study was conducted using 3-month secondary data from the Mawid application. The study included 3134 comments from 380,493 patients who visited 38 PHC centres in Riyadh and responded to the Mawid application evaluation questionnaire. Data were analysed using SPSS version 21.
Results: Approximately 59.1% of the patients’ comments were negative (patients’ complaints); only 19%, positive; 8.40%, mixed; and 13.6%, unrelated. The patients’ complaints (n=2969) were obtained from 380,493 patients within 3 months, yielding a complaint rate of 2.6 per 1000 attendances per month. The majority of the complaints (79.3%) were from patients visiting nonspecialised PHC centres. Approximately 59.1% of the complaints fell under the management domain; 23.6%, patient–staff relationship domain; and only 17.2%, clinical domain.
Conclusion: Management and interpersonal problems constituted the main patients’ complaints in the PHC centres in Saudi Arabia. Therefore, future studies must clarify the reasons contributing to these complaints. Increasing the number of physicians, providing staff training and continuous auditing are mandatory to improve patients’ experiences in PHC centres. |
| first_indexed | 2024-04-10T00:48:38Z |
| format | Article |
| id | doaj.art-5d90e7b5ab93405b8fd5797745e58143 |
| institution | Directory Open Access Journal |
| issn | 1985-207X 1985-2274 |
| language | English |
| last_indexed | 2024-04-10T00:48:38Z |
| publishDate | 2023-02-01 |
| publisher | Academy of Family Physicians of Malaysia |
| record_format | Article |
| series | Malaysian Family Physician |
| spelling | doaj.art-5d90e7b5ab93405b8fd5797745e581432023-03-13T16:45:14ZengAcademy of Family Physicians of MalaysiaMalaysian Family Physician1985-207X1985-22742023-02-01181710.51866/oa.72Analysis of patients’ complaints in primary healthcare centres through the Mawid application in Riyadh, Saudi Arabia; a cross-sectional studyMona Ahmed AlmusawiNashwa RadwanNagla MahmoudAmal AlfaifiKhaled AlabdulkareemIntroduction: The Saudi Ministry of Health launched a central appointment mobile application system (Mawid) that is linked to all primary healthcare (PHC) centres in the kingdom. The application allows patients to evaluate the healthcare services they receive. This study aimed to determine the frequency and nature of the complaints of patients visiting PHC centres through the Mawid application. Methods: This cross-sectional study was conducted using 3-month secondary data from the Mawid application. The study included 3134 comments from 380,493 patients who visited 38 PHC centres in Riyadh and responded to the Mawid application evaluation questionnaire. Data were analysed using SPSS version 21. Results: Approximately 59.1% of the patients’ comments were negative (patients’ complaints); only 19%, positive; 8.40%, mixed; and 13.6%, unrelated. The patients’ complaints (n=2969) were obtained from 380,493 patients within 3 months, yielding a complaint rate of 2.6 per 1000 attendances per month. The majority of the complaints (79.3%) were from patients visiting nonspecialised PHC centres. Approximately 59.1% of the complaints fell under the management domain; 23.6%, patient–staff relationship domain; and only 17.2%, clinical domain. Conclusion: Management and interpersonal problems constituted the main patients’ complaints in the PHC centres in Saudi Arabia. Therefore, future studies must clarify the reasons contributing to these complaints. Increasing the number of physicians, providing staff training and continuous auditing are mandatory to improve patients’ experiences in PHC centres.https://e-mfp.org/wp-content/uploads/18.17R1OAAnalysisofpatientscomplaints.pdfmobile applicationsprimary health caresaudi arabia |
| spellingShingle | Mona Ahmed Almusawi Nashwa Radwan Nagla Mahmoud Amal Alfaifi Khaled Alabdulkareem Analysis of patients’ complaints in primary healthcare centres through the Mawid application in Riyadh, Saudi Arabia; a cross-sectional study Malaysian Family Physician mobile applications primary health care saudi arabia |
| title | Analysis of patients’ complaints in primary healthcare centres through the Mawid application in Riyadh, Saudi Arabia; a cross-sectional study |
| title_full | Analysis of patients’ complaints in primary healthcare centres through the Mawid application in Riyadh, Saudi Arabia; a cross-sectional study |
| title_fullStr | Analysis of patients’ complaints in primary healthcare centres through the Mawid application in Riyadh, Saudi Arabia; a cross-sectional study |
| title_full_unstemmed | Analysis of patients’ complaints in primary healthcare centres through the Mawid application in Riyadh, Saudi Arabia; a cross-sectional study |
| title_short | Analysis of patients’ complaints in primary healthcare centres through the Mawid application in Riyadh, Saudi Arabia; a cross-sectional study |
| title_sort | analysis of patients complaints in primary healthcare centres through the mawid application in riyadh saudi arabia a cross sectional study |
| topic | mobile applications primary health care saudi arabia |
| url | https://e-mfp.org/wp-content/uploads/18.17R1OAAnalysisofpatientscomplaints.pdf |
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