Table 2 Percentage of positive ratings for each survey item, composite and outcome compared to international, regional and national benchmarks
Survey item | Kuwait 2018 | US 2018 | Yemen 2015 | Kuwait 2014* | |||
|---|---|---|---|---|---|---|---|
1. Teamwork | 87.8 | 86.5 | ►◄ | 96.0 | ►◄ | 80.3 a | ►◄ |
1.1. When someone in this centre gets really busy, others help out (22) | 87.1 | 86 | 97 | 68.0 | |||
1.2. In this centre, there is a good working relationship between staff and providers (23) | 88.3 | 90 | 97 | ||||
1.3. In this centre, we treat each other with respect (26) | 92.0 | 85 | 96 | 86.0 | |||
1.4. This centre emphasises teamwork in taking care of patients (34) | 83.8 | 85 | 94 | 87.0 | |||
2. Work Pressure and Pace | 28.4 | 46.3 | ▼▼ | 57.3 | ▼▼ | 41.0 b | ▼▼ |
2.1. In this centre, we often feel rushed when taking care of patients (24R) | 20.1 | 38 | 67 | 24.0 | |||
2.2. We have too many patients for the number of providers in this centre (27R) | 12.2 | 45 | 58 | ||||
2.3. We have enough staff to handle our patient load (32) | 50.6 | 46 | 49 | 58.0 | |||
2.4. This centre has too many patients to be able to handle everything effectively (35R) | 30.7 | 56 | 55 | ||||
3. Staff Training | 72.4 | 72.3 | ►◄ | 68.3 | ►◄ | c | |
3.1. This centre trains staff when new processes are put into place (25) | 81.2 | 76 | 57 | ||||
3.2. This centre makes sure staff get the on-the-job training they need (28) | 77.8 | 75 | 74 | ||||
3.3. Staff in this centre are asked to do tasks they haven’t been trained to do (31R) | 58.1 | 66 | 74 | ||||
4. Office Processes and Standardisation | 65.5 | 67.5 | ►◄ | 64.8 | ►◄ | c | |
4.1. This centre is more disorganised than it should be (29R) | 59.5 | 64 | 46 | ||||
4.2. We have good procedures for checking that work in this centre was done correctly (30) | 79.0 | 71 | 73 | ||||
4.3. We have problems with workflow in this centre (33R) | 48.3 | 53 | 59 | ||||
4.4. Staff in this centre follow standardised processes to get tasks done (36) | 75.4 | 82 | 81 | ||||
5. Communication Openness | 54.4 | 69.5 | ▼ | 58.5 | ►◄ | 51.0 a | ►◄ |
5.1. Providers in this centre are open to staff ideas about how to improve centre processes (37) | 59.2 | 73 | 53 | 70.0 | |||
5.2. Staff are encouraged to express alternative viewpoints in this centre (38) | 52.3 | 73 | 48 | 37.0 | |||
5.3. Staff are afraid to ask questions when something does not seem right (40R) | 54.1 | 73 | 72 | 46.0 | |||
5.4. It is difficult to voice disagreement in this centre (46R) | 51.9 | 59 | 61 | ||||
6. Patient Care Tracking/Follow-up | 70.6 | 86.3 | â–¼ | 52.3 | â–² | c | |
6.1. This centre reminds patients when they need to schedule an appointment for preventive or routine care (39) | 72.9 | 88 | 60 | ||||
6.2. This centre documents how well our chronic-care patients follow their treatment plans (41) | 77.1 | 80 | 55 | ||||
6.3. Our centre follows up when we do not receive a report we are expecting from an outside provider (42) | 51.3 | 86 | 26 | ||||
6.4. This centre follows up with patients who need monitoring (45) | 81.3 | 91 | 68 | ||||
7. Communication about Error | 57.7 | 72.0 | â–¼ | 67.0 | â–¼ | 51.3 a | â–² |
7.1. Staff feel like their mistakes are held against them (43R) | 33.1 | 63 | 67 | 33.0 | |||
7.2. Providers and staff talk openly about centre problems (44) | 57.2 | 64 | 79 | 53.0 | |||
7.3. In this centre, we discuss ways to prevent errors from happening again (47) | 72.1 | 82 | 74 | 68.0 | |||
7.4. Staff are willing to report mistakes they observe in this centre (48) | 68.3 | 79 | 48 | ||||
8. Owner/Managing Partner/Leadership Support for Patient Safety | 53.8 | 66.0 | ▼ | 64.0 | ▼ | 54.3 a | ►◄ |
8.1. They aren’t investing enough resources to improve the quality of care in this centre (49R) | 38.2 | 47 | 50 | 47.0 | |||
8.2. They overlook patient care mistakes that happen over and over (50R) | 50.3 | 78 | 69 | 38.0 | |||
8.4. They place a high priority on improving patient care processes (51) | 80.7 | 80 | 78 | 78.0 | |||
8.5. They make decisions too often based on what is best for the centre rather than what is best for patients (52R) | 45.9 | 59 | 59 | ||||
9. Organisational Learning | 78.8 | 78.7 | ►◄ | 83.3 | ►◄ | 67.0 b | ▲ |
9.1. When there is a problem in our centre, we see if we need to change the way we do things (53) | 80.8 | 83 | 86 | ||||
9.2. This centre is good at changing centre processes to make sure the same problems don’t happen again (57) | 78.2 | 79 | 64 | 67.0 | |||
9.3. After this centre makes changes to improve the patient care process, we check to see if the changes worked (59) | 77.4 | 74 | 100 | 67.0 | |||
10. Overall Perceptions of Patient Safety and Quality | 57.4 | 77.3 | â–¼ | 76.8 | â–¼ | 30.0 d | â–² |
10.1. Our centre processes are good at preventing mistakes that could affect patients (54) | 76.8 | 85 | 87 | ||||
10.2. Mistakes happen more than they should in this centre (55R) | 65.8 | 77 | 98 | ||||
10.3. It is just by chance that we don’t make more mistakes that affect our patients (56R) | 43.2 | 77 | 85 | ||||
10.4. In this centre, getting more work done is more important than quality of care (58R) | 43.8 | 70 | 37 | 30.0 | |||
Average patient safety culture percentage across all composites | 62.7 | 72.1 | ▼ | 68.4 | ►◄ | 53.6 | ▲ |
List of Patient Safety and Quality Issues | 81.3 | 84.7 | ►◄ | NR | NA | ||
 A patient was unable to get an appointment within 48 h for an acute/serious problem | 79.6 | 76 | NR | NA | |||
 The wrong chart/medical record was used for a patient | 84.7 | 97 | NR | NA | |||
 A patient’s chart/medical record was not available when needed | 80 | 93 | NR | NA | |||
 Medical information was filed, scanned, or entered into the wrong chart/medical record | 86.2 | 95 | NR | NA | |||
 Medical equipment was not working properly or was in need of repair or replacement | 76.1 | 89 | NR | NA | |||
 A pharmacy contacted our centre to clarify or correct a prescription | 76.2 | 61 | NR | NA | |||
 A patient’s medication list was not updated during his or her visit | 80.4 | 79 | NR | NA | |||
 The results from a lab or imaging test were not available when needed | 80 | 79 | NR | NA | |||
 A critical abnormal result from a lab or imaging test was not followed up within 1 business day | 88.2 | 93 | NR | NA | |||
Information Exchange with Other Settings | 81.4 | 79.8 | ►◄ | NR | NA | ||
 Outside labs centres? | 77.9 | 79 | NR | NA | |||
 Outside imaging centres? | 85.3 | 78 | NR | NA | |||
 Pharmacies? | 87.4 | 79 | NR | NA | |||
 Hospitals? | 82.7 | 83 | NR | NA | |||
 Other? | 73.9 | NA | NR | NA | |||
Overall Ratings on Quality | 54.5 | 68.8 | ▼ | 56.4 | ►◄ | NA | |
 Patient Centred: Is responsive to individual patient preferences, needs, and values | 51.7 | 72 | 72 | NA | |||
 Effective: Is based on scientific knowledge | 54.2 | 72 | 40 | NA | |||
 Timely: Minimises waits and potentially harmful delays | 53.2 | 56 | 43 | NA | |||
 Efficient: Ensures cost-effective care (avoids waste, overuse, and misuse of services) | 52.9 | 61 | 46 | NA | |||
 Equitable: Provides the same quality of care to all individuals regardless of gender, race, ethnicity, socio-economic status, language, etc. | 60.6 | 83 | 81 | NA | |||
Overall Rating on Patient Safety: Overall, how would you rate the systems and clinical processes your Primary Care Centre has in place to prevent, catch, and correct problems that have the potential to affect patients? | 60.4 | 68 | â–¼ | NR | NA | ||
Information Exchange within Your Primary Care Centre | 77.2 | NA | NA | NA | |||
 Primary care centre labs? | 78.3 | NA | NA | NA | |||
 Imaging services within your Primary Care Centre? | 79.2 | NA | NA | NA | |||
 Other clinics/physicians? | 81.8 | NA | NA | NA | |||
 Primary Care Centre pharmacy? | 85.2 | NA | NA | NA | |||
 Other? | 61.3 | NA | NA | NA | |||