Patients' Satisfaction with Primary Health Care Centers: A Study in Al Qassim Region, Saudi Arabia

Abstract

Patient satisfaction is a critical metric for evaluating the quality, responsiveness, and patient-centeredness of primary healthcare (PHC) systems. In alignment with Saudi Vision 2030, the Kingdom’s healthcare framework is undergoing an extensive transformation toward value-based, integrated care networks. This study evaluates patient satisfaction levels and identifies the socio-demographic and structural determinants influencing PHC service utilization in the Al Bukayriyah region of Al-Qassim Province, Saudi Arabia. This study utilized a descriptive cross-sectional design, collecting data from adult respondents across selected PHC centers via a structured, validated questionnaire. The survey captured demographic variables, facility infrastructure conditions, and healthcare provider behaviors using a five-point Likert scale. Overall, 51% of respondents reported positive satisfaction (very satisfied or satisfied), 25% remained neutral, and 24% expressed dissatisfaction. While facility cleanliness and interpersonal provider respect received favorable ratings (exceeding 60% approval), significant operational bottlenecks were identified. Specifically, 34% of respondents expressed dissatisfaction with physician and staff availability, 28% with pharmacy drug consistency, and 29% with consultation length. Although fundamental PHC services and interpersonal care dimensions achieve moderate to high approval, systemic challenges regarding staffing capacity, operational flow, and waiting times require targeted administrative intervention. Addressing these constraints is vital to optimizing patient experience and fulfilling the strategic objectives of Saudi Arabia's Health Sector Transformation Program.