Document Type : Original Article
Authors
1 Professor, Organisational Behavior Management, Tehran University of Payame Noor, Tehran, Iran
2 Assiastant Professor, Human Resource Management, Tehran University of Medical Sciences, Tehran, Iran
Abstract
Introduction:Patient satisfaction is one of the most important indicators of quality of service in hospitals. Pay attention to the views of patients,is the cause of their satisfaction and a foreground for improving the quality level of hospital services. The present study has been to assess patient satisfaction after executing autonomy plan with the goal of improving the quality of service.Methods: Using a cross-sectional descriptive study, 109 questionnaires based on SERVQUAL model and 5 ranking scale of Lickert were distributed among of admitted patients in Amir- Al Momenin (PBUH) and Saheb Al-Zaman (PBUH) hospitals both of before and after executing autonomy plan in Shahreza, Isfahan in March-april, 2012. The obtained data were analyzed in descriptive level (frequency, percentage, mean, and standard deviation) and inferential level(Pearson correlation test, independent t-test and ANOVA test)by software SPSS version 15.Results:Based on the results of this study, patients satisfaction, very much in after autonomy than before, is the evidence of improving the quality of services after executing autonomy plan so that satisfaction of "very high", in percent more patients after autonomy(34/7) compared to before autonomy (11/7) from quality hospital services is seen.Conclusion:According to the results,the hospital should pay attention so much to the quality of service,in tangibles diameter that related to face and physical aspect, and fast responsiveness to customer service, especially in some parts that are front-line of hospital services.Keywords: Patient Satisfaction; Evaluation; Hospitals; Quality of Health Care
Keywords
)