Patient satisfaction survey about urgent care in clinics at King Saud Medical City in Riyadh: a cross-sectional study

Objective: This study aimed to assess patients' satisfaction with urgent care services provided at King Saud Medical City (KSMC) in Riyadh, Saudi Arabia. Methods: A cross-sectional, descriptive, and correlational study was conducted among patients attending the Urgent Care Center (UCC) at KSMC during the 1st to 31st of March' 2024. Participants were selected using non-probability convenience sampling. All patients referred to the UCC from the KSMC emergency room were eligible, while patients from other hospitals were excluded. Data were collected using a validated, self-administered questionnaire that included sociodemographic characteristics and satisfaction measures. Results: A total of 350 patients participated, with the majority being male (60%), aged 20–34 years (42.9%), and residing in Riyadh (91.4%). Overall satisfaction with urgent care services was high, particularly regarding the fulfillment of healthcare needs (44.3% rated it "Great"), overall clinic experience (42%), and clarity of discharge instructions (41.7%). Statistically significant associations with satisfaction were observed for age group (p-value=0.023), residency (p-value=0.001), and income (p-value=0.032). Binary logistic regression revealed residency inside Riyadh as a significant predictor of satisfaction (OR = 4.213, 95% CI: 1.363–13.021, p-value=0.012), indicating these individuals were over four times more likely to report satisfaction. Conclusion: The study found high levels of patient satisfaction with urgent care services at KSMC, particularly among young adults, Riyadh residents, and lower-income groups. Residency was the strongest predictor of satisfaction. These findings highlighted the importance of geographic accessibility and service responsiveness in enhancing patient experience in urgent care settings.