Assessing the Level of Family Satisfaction Regarding the Quality of Health Care Provided to Their Infant and Pediatric Patients in Ramallah Hospitals: A Cross-Sectional Study رسالة ماجستير

Abstract

Background: Healthcare quality is a multidimensional concept that has evolved, beginning with Donabedian’s foundation definition emphasizing the maximization of health benefits while minimizing harm, and later expanded by the Institute of Medicine to include effectiveness, safety, patient-centeredness, and consistency with professional standards. In Pediatric and neonatal care, assessing health care quality requires particular attention to children’s developmental needs and active involvement of families. Aim: This study aims to assess the level of family satisfaction regarding the quality of health care provided to infant and pediatric patients in Ramallah hospitals Methodology: A cross-sectional quantitative study design was conducted in selected governmental and private hospitals in Ramallah City. The study population included parents or primary caregivers of hospitalized neonatal and pediatric patients who met the inclusion criteria. Furthermore, the sampling was used using a stratified proportional sampling technique to recruit participants. Data were collected using a self-administered questionnaire consisting of two parts: the Child Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey, while the second part consisted of a sociodemographic questionnaire related to the child and caregiver. Result: Approximately two-thirds of parents reported consistently positive experiences, indicating a high overall level of satisfaction with pediatric inpatient care, particularly with regard to communication and interpersonal interactions from nurses and doctors. While admission, family-centered communication, discharge planning, and adolescent involvement were somewhat lower but still satisfactory. The level of satisfaction, core care procedures, and the hospital setting were all assessed well. Mothers reported marginally higher satisfaction than other caregivers, but sociodemographic characteristics had no statistically significant association. Hospital satisfaction varied, with Istishari Arab Hospital rated best. Conclusion: In pediatric and neonatal care, a variety of organizational, environmental, and patient-related factors influence patient satisfaction. The most significant and modifiable determinant of positive care experiences factor influencing happy experiences, is effective communication. Enhancing family satisfaction and healthcare quality requires a comprehensive, patient-centered approach that emphasizes interdisciplinary collaboration, developmentally appropriate care environments, and continuous quality monitoring