Patient Satisfaction Survey at a Tunisian Multipurpose Primary Health Care Center

Sahla Sahla Zrigue; Nadia nadia Marwen; Amara Amara Jamli

doi:10.36948/ijfmr.2025.v07i06.60322

Patient Satisfaction Survey at a Tunisian Multipurpose Primary Health Care Center

Author(s)	Dr. Sahla Sahla Zrigue, Prof. Nadia nadia Marwen, Dr. Amara Amara Jamli
Country	Tunisia
Abstract	Introduction: Patient satisfaction is a key indicator for evaluating the effectiveness of healthcare services and guiding their improvement. It reflects the overall patient experience and plays a central role in accreditation processes, thereby enhancing the quality and accessibility of primary care. The absence of a structured evaluation of patient satisfaction limits the understanding of the strengths and weaknesses of this center. Therefore, measuring and analyzing patient satisfaction allows identification of areas for improvement and ensures optimal care tailored to patients’ expectations. Objectives: To assess the level of patient satisfaction at the Kairouan Multipurpose Health Center in 2024 in order to identify strengths and areas for improvement in the quality of care and services provided. Materials and Methods: This was a descriptive cross-sectional study conducted on a random sample of patients attending the Kairouan Multipurpose Health Center (CSP) in 2024. A structured questionnaire, pre-tested on a pilot sample, was used to evaluate socio-demographic profiles, service quality (administrative, technical, logistical, relational), and satisfaction using a 4-point Likert scale. Results: The study included 102 patients aged 18 to 90 years (mean age: 57 ± 15 years). The majority had secondary (36.3%) or primary (31.4%) education levels, were homemakers (54.9%), married (82.4%), and covered by national Health Insurance Fund (CNAM) social insurance (59.8%).54% attended for curative care.83% were satisfied with respect for priorities, while 9.8% reported favoritism.28.4% waited more than one hour, considered reasonable by 55.9% of respondents. Medication availability was considered important by 86.7%, as were opening hours and medical competence.Overall patient satisfaction with care quality was relatively high, with 72% reporting being satisfied or very satisfied, including satisfaction with medical competence (85%), hygiene (70%), and effectiveness of care (80%).The results highlight the priority given to medication availability, perceived as essential, but also identified as the main source of dissatisfaction. Conclusion: The findings indicate that the majority of patients (72%) reported a high level of satisfaction (very satisfied: 32%; satisfied: 40%), while 28% reported relative dissatisfaction (somewhat dissatisfied or not satisfied at all). However, compared to 2022, dissatisfaction rates increased for certain determinants, necessitating intervention by the management team to ensure accreditation.
Keywords	Satisfaction, patients, primary care, quality of care, Kairouan, Tunisia
Field	Medical / Pharmacy
Published In	Volume 7, Issue 6, November-December 2025
Published On	2025-11-15
DOI	https://doi.org/10.36948/ijfmr.2025.v07i06.60322

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Patient Satisfaction Survey at a Tunisian Multipurpose Primary Health Care Center

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