Quality of Outpatient Care in Lebanon: A Cross-Sectional Survey

Georges Choueiry, Faculty of Public Health, Lebanese University, Fanar, Lebanon; Institut National de Santé Publique d’Epidémiologie Clinique et de Toxicologie-Liban (INSPECT-LB); Univ. Limoges, EpiMaCT - Epidemiology of chronic diseases in tropical zone, Institute of Epidemiology and Tropical Neurology, OmegaHealth, Limoges, France; Inserm, U1094, EpiMaCT - Epidemiology of chronic diseases in tropical zone, Limoges, France; IRD, UMR270, EpiMaCT - Epidemiology of chronic diseases in tropical zone, Limoges, France Follow
Anna Maria Henaine, Department of Clinical Pharmacy, Faculty of Pharmacy, Lebanese University, Lebanon; Institut National de Santé Publique, d’Épidémiologie Clinique et de Toxicologie-Liban (INSPECT-LB), Beirut, Lebanon Follow
Rayan Darwish, Faculty of Pharmacy, Lebanese American University, Byblos, LebanonFollow
Pascale Salameh, Institut National de Santé Publique d’Epidémiologie Clinique et de Toxicologie-Liban (INSPECT-LB), Beirut, Lebanon; Faculty of Pharmacy, Lebanese University, Hadat, Lebanon; School of Medicine, Lebanese American University, Byblos, Lebanon; Department of Primary Care and Population Health, University of Nicosia Medical School, 2417, Nicosia, Cyprus Follow

Abstract

Patient experience is an important driver of healthcare improvement. Yet, in Lebanon, there is a lack of studies focusing on the satisfaction of outpatients with healthcare quality. This study aims to assess the quality of outpatient care in Lebanon from the patient’s perspective and identify its determinants. A cross-sectional survey was administered, between December 2023 and January 2024, to 265 participants over 18 years old who consulted a healthcare provider, excluding dentists. We used linear regression to determine factors affecting consultation quality as perceived by the participants. Waiting time before consultations typically ranged from 5 to 15 minutes, the average consultation duration was 20.8 minutes, and the average quality rating of consultations was 8.3/10. Overall, patients expressed satisfaction with the waiting time, physician and staff behavior, outcomes, and instructions received. Up to 40% of the variance in perceived quality could be attributed to physician-modifiable factors, such as friendliness (β = 0.5, p = 0.53), listening skills (β = 0.7, p = 0.14), attentiveness and effort (β = 0.9, p = 0.04), patient comfort (β = 2.3, p < 0.01) and privacy (β = -0.1, p = 0.82), acceptable consultation duration (β = 0.6, p = 0.12), fewer interruptions (β = 0.7, p = 0.03), better appointment scheduling (β = -0.1, p = 0.8), and less patient waiting time (β = 0.7, p < 0.01). In conclusion, Lebanon has a high standard of outpatient care that is mainly influenced by the doctor-patient relationship rather than financial incentives.

Recommended Citation

Choueiry G, Henaine A, Darwish R, Salameh P. Quality of Outpatient Care in Lebanon: A Cross-Sectional Survey. Patient Experience Journal. 2024; 11(3):175-184. doi: 10.35680/2372-0247.1958.