Objectives: This study aimed to assess patient satisfaction with services provided by the Ministry of Health (MOH) Emergency Departments (EDs) across different regions in Saudi Arabia, as well as describe patient satisfaction across MOH EDs emergency department domains, compare overall satisfaction by demographic groups, and identify key factors influencing patient perceptions. Methods: A retrospective observational analysis was conducted using secondary data from the Press Ganey survey collected through the MOH Patient Experience Program. The study included responses from patients who visited MOH-affiliated EDs across Saudi Arabia between January and December 2023. Satisfaction scores across multiple domains, including arrival experience, nursing care, physician care, laboratory services, and pharmacy services, were analyzed. Results: A total of 116,060 patient responses were analyzed. The overall satisfaction score was 71.41 ± 31.06. Satisfaction was highest in the laboratory (83.27 ± 29.51), radiology (84.12 ± 27.76), and pharmacy (84.51 ± 24.79) domains, while arrival care (65.56 ± 37.21) and parking (67.53 ± 37.19) received lower ratings. Significant regional differences were observed, with the Western region reporting the highest satisfaction (77.19 ± 29.93) and the Southern region the lowest (66.1 ± 31.68; p < 0.001). Conclusions: This study provides a large-scale assessment of patient satisfaction with MOH EDs across Saudi Arabia. Patient satisfaction with Saudi MOH EDs demonstrates moderate satisfaction overall, with significant variations across domains, regions, and demographic groups. These findings offer actionable insights: targeted interventions in low-performing regions, adoption of best practices from high-performing domains, and continuous quality improvement initiatives enhance patient experience and support the Saudi Vision.
Shubayr et al. (Thu,) studied this question.