Patients' perspective on factors affecting utilization of primary health care centers in Riyadh, Saudi Arabia.

OBJECTIVE: The aim of this study is to assess factors which the patients think can encourage, discourage or have no effect on utilization of Primary Health Care Centers (PHCCs) in Riyadh, Kingdom of Saudi Arabia.
METHODS: Patients (n=540) attending the selected PHCCs in Riyadh were asked regarding their views on 21 (factors) items and whether they can encourage, discourage or has no effect on utilization of PHCCs services. Eight PHCCs were randomly selected according to the geographical location, 2 from each geographical zone. Seventy-five subjects were selected systematically, every 10th Saudi aged 15 years and above who visited the selected PHCCs during a one-month period (September 1998). The data was collected via a self administered pilot tested, internally consistent questionnaire which included patients' sociodemographic characteristics and their response to the 21 items rated as highly encouraging, encouraging, has no effect or discouraging utilization of offered health services.
RESULTS: More than 60% of the patients were males, aged 15-39 years, 47% finished secondary school, 5.2% were illiterate, 58% of all patients were married, more than 60% were employees and approximately 60% have a monthly income of less than 4500 Saudi Riyals. Manpower factors particularly the physician, Arabic speaking health team and free service were the most encouraging factors, while overcrowding and geographical location of the PHCCs, particularly location near public services, were the least encouraging factors. Patients' gender, education and occupation were the most important and age was the least important patients' characteristics associated with utilization factors.
CONCLUSION: An experienced physician, Moslem physicians and an Arabic speaking health team offering free service in PHCCs located near patients' homes can augment utilization of services.