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Patient Satisfaction and Experience at Migrant Health Centres in Turkey Abstract Patient satisfaction and experience at migrant health centres in Turkey Abstract A cross-sectional study of patients attending migrant health centres in 16 provinces in Turkey showed an overall satisfaction rate of 78.2% with health services. This is relatively high compared with similar studies that have evaluated services provided by a specialized unit for refugees or with sensitivity to language and cultural needs. The service with the highest satisfaction rate was psychological or social assistance (84.8%). Factors related to service and communication were significant determinants of patient satisfaction. Respondents who received explanations of their medical condition from the doctor were 8.9 times more likely to be satisfied. Respondents who felt that they had enough time with the health worker or received a comprehensive examination and respect from both doctors and nurses were more likely to be satisfied. The amount of time spent waiting to see a health worker was also a significant predictor of patient satisfaction. Some improvements in physician–patient interaction and communication are recommended to empower patients to participate in managing their treatment and overall health. Keywords © World Health Organization 2021 Some rights reserved. This work is available under the Creative Commons Attribution- REFUGEE NonCommercial-ShareAlike 3.0 IGO licence (CC BY-NC-SA 3.0 IGO; https:// PATIENT SATISFACTION creativecommons.org/licenses/by-nc-sa/3.0/igo). CLIENT SATISFACTION Under the terms of this licence, you may copy, redistribute and adapt the work for non- REFUGEE HEALTH commercial purposes, provided the work is appropriately cited, as indicated below. In any use of this work, there should be no suggestion that WHO endorses any specific organization, products or services. The use of the WHO logo is not permitted. If you adapt the work, then you must license your work under the same or equivalent Creative Commons licence. If you create a translation of this work, you should add the following disclaimer along with the suggested citation: “This translation was not created by the World Health Organization (WHO). WHO is not responsible for the content or accuracy of this translation. The original English edition shall be the binding and authentic edition: Patient satisfaction and experience at migrant health centres in Turkey. Copenhagen: WHO Regional Office for Europe; 2021”. Any mediation relating to disputes arising under the licence shall be conducted in accordance with the mediation rules of the World Intellectual Property Organization. (http://www.wipo.int/amc/en/mediation/rules/). Document number: Suggested citation. Patient satisfaction and experience at migrant health centres in WHO/EURO:2021-2488-42244-58324 Turkey. Copenhagen: WHO Regional Office for Europe; 2021. Licence: CC BY-NC-SA 3.0 IGO. Cataloguing-in-Publication (CIP) data. CIP data are available at http://apps.who.int/iris. Sales, rights and licensing. To purchase WHO publications, see http://apps.who.int/ bookorders. To submit requests for commercial use and queries on rights and licensing, see http://www.who.int/about/licensing. Third-party materials. If you wish to reuse material from this work that is attributed to a third party, such as tables, figures or images, it is your responsibility to determine whether permission is needed for that reuse and to obtain permission from the copyright holder. The risk of claims resulting from infringement of any third-party-owned component in the work rests solely with the user. General disclaimers. The designations employed and the presentation of the material in this publication do not imply the expression of any opinion whatsoever on the part of WHO concerning the legal status of any country, territory, city or area or of its authorities, or concerning the delimitation of its frontiers or boundaries. Dotted and dashed lines on maps represent approximate border lines for which there may not yet be full agreement. The mention of specific companies or of certain manufacturers’ products does not imply that they are endorsed or recommended by WHO in preference to others of a similar nature that are not mentioned. Errors and omissions excepted, the names of proprietary products are distinguished by initial capital letters. All reasonable precautions have been taken by WHO to verify the information contained in this publication. However, the published material is being distributed without warranty of any kind, either expressed or implied. The responsibility for the interpretation and use Photo coverpage: © SIHHAT of the material lies with the reader. In no event shall WHO be liable for damages arising Design and layout: 4PLUS4.dk from its use. Patient satisfaction and experience at migrant health centres in Turkey iii Contents Preface ............................................................................................................................ iv Acknowledgements .......................................................................................................... v Abbreviations ................................................................................................................... v Executive summary .......................................................................................................... vi Introduction ...................................................................................................................... 1 Background ........................................................................................................................................... 1 Methodology ......................................................................................................................................... 3 Results ............................................................................................................................. 7 Sociodemographic characteristics of participants ....................................................................... 7 Access and utilization of services in MHCs .................................................................................... 8 Patient experience at MHCs .............................................................................................................. 10 Patient satisfaction .............................................................................................................................. 13 Determinants of patient satisfaction and experience ................................................................... 16 Discussion ........................................................................................................................ 19 Patient satisfaction and expectations ............................................................................................. 19 Factors that determine patient satisfaction in MHCs ................................................................... 20 Strengths and limitations ................................................................................................................... 21 Patient feedback mechanisms .......................................................................................................... 21 Recommendations .............................................................................................................................. 22 Conclusions ..................................................................................................................... 23 References ....................................................................................................................... 24 Annex 1. Patient satisfaction form .................................................................................... 28 Annex 2. Patient experience by type of facility .................................................................. 33 iv Preface The conflict in the Syrian Arab Republic has caused one (Improving the health status of the Syrian population of the world’s largest and most dynamic displacement under temporary protection and related services crises, affecting millions of lives. WHO is supporting the provided by Turkish authorities) project that is funded response to the crisis through its operations in Turkey, by the European Union (EU). This project operates under which comprise a cross-border response from the field the EU’s Facility for Refugees in Turkey and focuses on office in Gaziantep and a health response to refugees strengthening the provision of primary and secondary in Turkey, coordinated by the WHO Country Office in health services to Syrian migrant/refugee, building and Ankara. In north-western Syrian Arab Republic, WHO supporting a network of migrant health centres across is implementing interventions such as the delivery of the country, and employing additional health personnel, vital medicines and medical supplies and providing including Syrian doctors and nurses. support for the operational costs of health facilities and capacity-building of health staff. Through the Refugee In November 2018 the Refugee Health Programme Health Programme in Turkey, efforts have been made conducted the Workshop on Refugee and Migrant to strengthen the national health system through Health in Turkey: Survey and Research Consultation to integrating Syrian health workers and translators, identify gaps in the information and evidence required building capacity for mental health care, providing for Programme development and adaptation and for linguistic and culturally sensitive
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