Background: Quality measurement of health care services is a very important need of the hour as patients are the ultimate customers, thus it makes logical to tailor this to patients' outcomes and satisfaction. The study aimed to evaluate patients' satisfaction and health care performance in Obstetrics and Gynecology departments among different hospitals in Saudi Arabia.
Methodology: A cross-sectional study was conducted using a pretested and validated questionnaire on 1,829 participants who satisfied the inclusion and exclusion criteria during the period between February 2019 and May 2019. Part 1 of the questionnaire recorded the socio-demographic details of the participants and part 2 had items in 5-point Likert scale. Satisfaction in various aspects from hospital services was measured and was subjected to statistical analysis using Statistical Package for the Social Sciences version 23.
Results: Regarding the overall satisfaction for the services and care provided, 55.7% of the participants were dissatisfied or had negative satisfaction. The satisfaction scores were better in private hospitals than governmental ones (p < 0.001). Satisfied responses were found to be reported more in aspects, such as "food and diet-quality services" (55.36%) and also in "admission and reception" (54.31%). More dissatisfied responses reported in 'midwives and other staff attitude, behavior and communication' (58.75%).
Conclusion: The study findings showed that the participants were more satisfied in certain aspects such as admission and reception, restrooms and food. There is a need to improve the quality of services where patients were dissatisfied.
Key words: Quality, health care, hospital services, maternal care