Beneficiary Satisfaction with the Quality of Health Services in Primary Health Care Centers in Aden Governorate, Yemen

Abstract

Background: Patient satisfaction is a key indicator of healthcare quality and accessibility. Understanding the sociodemographic factors influencing satisfaction can inform improvements in service delivery, particularly in low-resource settings.

Objective: To assess patients’ satisfaction with access to primary health care (PHC) services and examine the influence of sociodemographic factors on satisfaction levels.

Methods: A cross-sectional analytic study was conducted among 247 beneficiaries attending PHC centers. Data were collected using structured questionnaires covering service access, satisfaction scores, and financial barriers. Satisfaction was measured across multiple domains, and sociodemographic characteristics were analyzed descriptively.

Results: Overall satisfaction with PHC access was moderate to high, with the highest ratings given for staff cooperation and explanation of treatment. However, dissatisfaction was notable in areas related to medication availability and cost. Most participants were female (72.5%), married (71.3%), and from low socio-economic backgrounds (67.2%). Financial constraints significantly influenced satisfaction, with 45.7% reporting out-of-pocket expenses as a burden and 58.3% unable to purchase prescribed medications due to cost. Urban residents and individuals with lower educational levels generally reported higher satisfaction, whereas employed and higher-educated participants showed more critical assessments of service access.

Conclusion: While patients reported positive experiences with PHC services overall, access inequities remain, particularly regarding medication availability and financial barriers. Sociodemographic factors, especially income and education, play a critical role in shaping patient satisfaction. Policy interventions should address affordability and availability to ensure equitable healthcare access.