Patient Satisfaction with Provided Services and Facilities in Educational Hospitals of Isfahan, Iran, from Admission to Discharge

Document Type : Original Article

Authors
Saeed Karimi 1
Yousef Masoodian 2
Maryam Yaghoubi 3
Mohsen Hosseini 4
Jamil Sadeghifar 5
1 Assistant Professor, Health Services Management, Health Management and Economics Research Center, Isfahan University of Medical Sciences, Isfahan, Iran
2 Health Services Management, Amir Alam Hospital, Tehran University of Medical Sciences, Tehran, Iran
3 Assistant Professor, Health Services Management, Health Management Research Center, Baqiyatallah University of Medical Sciences, Tehran, Iran
4 Associate Professor, Epidemiology and Biostatistics, School of Public Health, Isfahan University of Medical Sciences, Isfahan, Iran
5 PhD Student, Health Services Management, Student Scientific Research Center, School of Management and Medical Information, Tehran University of Medical Sciences, Tehran, Iran
Abstract
Introduction: One of the most important indices of effectiveness and delivery quality of sanitary and
medical services is patient satisfaction with hospital services. It is necessary that hospitals pay attention to
patient's needs and ensure their satisfaction. Therefore the current study was conducted with the aim of
identifying the level of patient satisfaction with hospital services delivered from the time of their
admission to their release in educational hospitals of Isfahan, Iran.
Methods: The present investigation is a descriptive and cross-sectional study conducted in the fall and
winter of 2009. The statistical population consisted of 196 patients referring to educational hospitals of
Isfahan. Simple random sampling method was used. The data collection tool was a researcher-made
questionnaire consisting of 66 questions on 5 areas. Content validity of the study tool was approved by
professionals, and its reliability was approved by calculating Cronbach’s alpha (α = 0.87). Data was
analyzed by SPSS software using chi-square test, Kruskal-Wallis test, and ANOVA.
Results: The average score of patient satisfaction with outpatient admission was 15.5%, clinic physician
27.9%, hospitalization admission 15.9%, nursing services 33%, hospitalization physician 38.6%, public and
welfare services 55.2%, hospitalization section 42.1%, and financial-administration section was 14.3%. No
significant correlation was observed between demographic characteristics and satisfaction score.
Conclusion: The results showed that overall level of patient satisfaction with hospital services was low.
Therefore, it is necessary to pay attention to activities and performance of different units of hospitals,
identify factors causing dissatisfaction, and direct efforts towards eliminating the shortages and
empowering the strengths. It is also necessary to plan for delivering higher quality services, securing
financial benefits of the health section, and recognizing and amending some hospital procedures,
especially admission and release procedures.

Keywords

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Health Information Management
Volume 9, Issue 6
Winter 2012
Pages 780-785