Analysis of patients' complaints in primary healthcare centres through the Mawid appl in Riyadh, Saudi Arabia; a cross-sectional study

INTRODUCTION: The Saudi Ministry of Health launched a central appointment mobile application system (Mawid) that is linked to all primary healthcare (PHC) centres in the kingdom. The application allows patients to evaluate the healthcare services they receive. This study aimed to determine the frequency and nature of the complaints of patients visiting PHC centres through the Mawid application.

METHOD: This cross-sectional study was conducted using 3-month secondary data from the Mawid application. The study included 3134 comments from 380,493 patients who visited 38 PHC centres in Riyadh and responded to the Mawid application evaluation questionnaire. Data were analysed using SPSS version 21.

RESULTS: Approximately 59.1% of the patients' comments were negative (patients' complaints); only 19%, positive; 8.40%, mixed; and 13.6%, unrelated. The patients' complaints (n=2969) were obtained from 380,493 patients within 3 months, yielding a complaint rate of 2.6 per 1000 attendances per month. The majority of the complaints (79.3%) were from patients visiting nonspecialised PHC centres. Approximately 59.1% of the complaints fell under the management domain; 23.6%, patient-staff relationship domain; and only 17.2%, clinical domain.

CONCLUSION: Management and interpersonal problems constituted the main patients' complaints in the PHC centres in Saudi Arabia. Therefore, future studies must clarify the reasons contributing to these complaints. Increasing the number of physicians, providing staff training and continuous auditing are mandatory to improve patients' experiences in PHC centres.