Evaluating patient satisfaction levels with urgent care provided in primary health care, Al-Ahsa, Saudi Arabia

Background: Patient satisfaction is a key indicator of healthcare quality and reflects patients' perceptions of the services they receive. In urgent care settings within primary healthcare, satisfaction is influenced by multiple factors, including waiting time, communication, and service organization. Limited evidence exists regarding patient satisfaction with urgent care services in Al-Ahsa, Saudi Arabia. 
Objective: To assess patient satisfaction with urgent care services in Primary Healthcare Centers under National Guard Health Affairs in Al-Ahsa, Saudi Arabia.
Methods: A cross-sectional study was conducted over three months at the Primary Health Care Center of King Abdulaziz Hospital, National Guard Health Affairs, Al-Ahsa. A total of 385 adult patients attending urgent care clinics were recruited using convenience sampling. Data were collected using a structured, validated, Arabic-translated questionnaire covering sociodemographic characteristics and satisfaction across multiple service domains, including access, reception, physician care, nursing care, diagnostics, pharmacy services, and facility cleanliness. Satisfaction was measured using a 5-point Likert scale. An overall satisfaction score was computed and categorized into low, moderate, and high satisfaction levels. Data were analyzed using SPSS version 28.0. Descriptive statistics, chi-square tests, Pearson correlation, and binary logistic regression were applied. Statistical significance was set at p < 0.05. 
Results: A total of 385 participants were included. Most participants (90.4%) reported high satisfaction, while 9.6% reported moderate satisfaction, and none reported low satisfaction. Female participants demonstrated significantly higher satisfaction compared to males (p = 0.049). All service components showed significant positive correlations with overall satisfaction (p < 0.001), with the strongest associations observed for physician-related factors such as involvement in decision-making (r = 0.861). Logistic regression identified physician involvement in decision-making (ORA = 3.12, p < 0.001), physician attention (ORA = 2.85, p < 0.001), physician explanation (ORA = 2.67, p < 0.001), cleanliness (ORA = 2.14, p < 0.001), and nursing care (ORA = 1.96, p < 0.001) as significant predictors of high satisfaction. 
Conclusion: Patient satisfaction with urgent care services in Al-Ahsa is exceptionally high. Physician communication and shared decision-making are the strongest determinants of satisfaction. Improving patient-centered communication and maintaining high standards of cleanliness and nursing care may further enhance patient experience in urgent care settings.