Patient Satisfaction Assessment at the Polyvalent Health Center of Kairouan: A Cross-Sectional Study

Sahla sahla Zrigue; NADIA nadia MARWEN; Amara Amara Jemli

doi:10.36948/ijfmr.2025.v07i06.60430

Patient Satisfaction Assessment at the Polyvalent Health Center of Kairouan: A Cross-Sectional Study

Author(s)	Dr. Sahla sahla Zrigue, Prof. NADIA nadia MARWEN, Dr. Amara Amara Jemli
Country	Tunisia
Abstract	Background: Patient satisfaction is a fundamental indicator of healthcare quality and system performance. It reflects not only clinical outcomes but also the patient’s perception of care, communication, and environment. Evaluating satisfaction in primary healthcare settings allows identification of service strengths and weaknesses, supporting continuous improvement initiatives. Objective: To assess patient satisfaction at the Kairouan Multipurpose Health Center (Tunisia), identify priority areas of concern, and propose strategies for quality enhancement. Methods: A cross-sectional study was conducted in October 2023 among 108 patients attending the center. Data were collected using a self-administered questionnaire covering reception, communication, quality of care, waiting time, and overall satisfaction. Statistical analyses were performed using SPSS, with significance set at p < 0.05. Results: Participants’ mean age was 55.1 ± 14.7 years, with a sex ratio of 1.08. The overall satisfaction rate was 73.2 %. Highest satisfaction levels were reported for opening hours (98.1 %), hygiene and cleanliness (96.3 %), and staff friendliness (82.4 %). Major dissatisfaction factors included unavailability of medications (51.9 %), limited staff availability and listening (22.2 %), and perceived lack of medical competence (17.6 %). Communication was judged important by 96 % of patients, although 14.8 % cited workload and 28.7 % lack of motivation as barriers. Conclusion: The study highlights generally high satisfaction levels but underscores persistent issues such as medication shortages and insufficient staff–patient interaction. Integrating periodic satisfaction surveys into quality assurance programs is crucial for identifying dysfunctions, guiding corrective actions, and advancing accreditation efforts within Tunisian primary healthcare services.
Keywords	Patient satisfaction, quality of care, primary healthcare, Tunisia, Kairouan.
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.v07i06.60430

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Patient Satisfaction Assessment at the Polyvalent Health Center of Kairouan: A Cross-Sectional Study

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