Journal of Holistic Nursing And Midwifery
مجله پرستاری و مامایی جامع نگر
JHNM
Literature & Humanities
http://hnmj.gums.ac.ir
1
admin
2588-3712
10.32598
en
jalali
1400
9
1
gregorian
2021
12
1
31
1
online
1
fulltext
en
Patient Satisfaction With the Quality of Health Services Provided by Public Hospitals in Rasht, Iran
تخصصي
Special
پژوهشي
Research
<strong>Introduction: </strong>Service quality is a distinguishing and most powerful competitive factor. By improving the quality of service delivery, it is possible to increase productivity, reduce costs, and, as a result, increase patient satisfaction.<br>
<strong>Objective: </strong>The present study aims to determine the level of patient satisfaction with the quality of health services provided by public hospitals based on the SERQUAL-KANO model.<br>
<strong>Materials and Methods:</strong> This is an analytical study with cross-sectional design. The study population consists of all patients admitted to the emergency department, and male & female medical wards of public hospitals in Rasht, Iran. This, 250 patients were selected by a two-stage stratified sampling method. Data collection tools were two questionnaires of SERVQUAL and Kano with acceptable reliability (α=0.77 and 0.72). Kolmogorov-Smirnov and Wilcoxon tests were used to analyze data.<br>
<strong>Results:</strong> The majority of patients were male (53%) with a bachelor’s degree (32%) aged 40-59 years (38%). In all hospitals, according to the Wilcoxon test results, the highest and lowest mean quality scores were related to assurance and tangibility dimensions (P<0.05). The highest level of patient satisfaction was reported in Hospital no. 2 with a quality gap of +0.41, while the lowest level was related to Hospital no. 5 with a gap of -0.23. According to Importance-Performance Analysis matrix, tangibility was in the “Concentrate Here” quadrant; the dimensions of reliability and responsiveness were in the “Low Priority” quadrant; the dimension of assurance was in the “Possible Overkill” quadrant; and the dimension of empathy was in the “Keep Up the Good Work” quadrant. According to the Kano model, 13 attributes were classified as “Attractive”, 11 as “One-dimensional”, and only 1 property as “Reverse”; no attribute was classified as “Indifferent”.<br>
<strong>Conclusion:</strong> It seems necessary to make more improvements in facilities and equipment, appearance of staff, communication tools, and cleanness of hospital environment to increase patient satisfaction in public hospitals.
Patient satisfaction, Patients, Health
17
25
http://hnmj.gums.ac.ir/browse.php?a_code=A-10-192-1&slc_lang=en&sid=1
Fardin
Mehrabian
orcid.org/0000-0002-9613-2395
No
Professor, Department of Health Education and Promotion, Health and Environment Research Center, School of Health, Guilan University of Medical Sciences, Rasht, Iran
Mahnaz
Hemmati Nodoust Gilani
mahtty41@yahoo.com
0000-0002-8415-7456
No
Assistant Professor, Department of Public Administration, School of Management, Payame Noor University, Tehran, Iran
Alireza
Almaee
0000-0002-5942-7717
Yes
Graduate, public administration, Payame Noor University of Iran, Rasht, Iran