TITLE:
Factors Affecting Patient Satisfaction in the UAE’s Healthcare Sector
AUTHORS:
Hameedah Sayani, Immanuel Azaad Moonesar, Lama Zakzak, Mona Mostafa Elsholkamy
KEYWORDS:
Service Quality, Healthcare, United Arab Emirates, Affordability, Responsiveness, Principal Component Analysis
JOURNAL NAME:
Health,
Vol.15 No.11,
November
17,
2023
ABSTRACT: Background: The United Arab Emirates aims to provide “world-class healthcare” to its citizens. This study aims to determine the association between overall satisfaction and various aspects of healthcare services in the United Arab Emirates on a country level. Methods: The data was collected from 5855 respondents on the affordability, quality, accessibility, and responsiveness dimensions of health care. Besides frequency tables and descriptive statistics, statistical methods, such as Principal Component Analysis and Multiple Regression, were used to reduce and model the association between dependent (overall satisfaction) and independent (affordability, quality, accessibility, and responsiveness) variables. Results: The preliminary analysis using frequency tables and descriptive clearly highlighted the uncertainty associated with affordability and responsiveness dimensions of healthcare provision in the country. Analysis of variance and t-test results indicated statistically significant differences between perceptions of the respondents based on the socio-demographic factors and other factors such as the kind of insurance held by respondents, having a designated family physician, recent medical visits in the UAE, and intention to go back to home countries for medical treatment. The findings indicated higher satisfaction levels with quality and accessibility and lower satisfaction levels with affordability and responsiveness. Recommendations are provided to address the latter two factors. Conclusion: The study identifies healthcare service provision issues in the United Arab Emirates and recommends enhancing affordability and responsiveness.