Volume 31, Issue 1 (12-2021)                   J Holist Nurs Midwifery 2021, 31(1): 17-25 | Back to browse issues page


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Mehrabian F, Hemmati Nodoust Gilani M, Almaee A. Patient Satisfaction With the Quality of Health Services Provided by Public Hospitals in Rasht, Iran. J Holist Nurs Midwifery. 2021; 31 (1) :17-25
URL: http://hnmj.gums.ac.ir/article-1-1531-en.html
1- Professor, Department of Health Education and Promotion, Health and Environment Research Center, School of Health, Guilan University of Medical Sciences, Rasht, Iran
2- Assistant Professor, Department of Public Administration, School of Management, Payame Noor University, Tehran, Iran
3- Graduate, public administration, Payame Noor University of Iran, Rasht, Iran
Abstract:   (972 Views)
Introduction: 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.
Objective: 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.
Materials and Methods: 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.
Results: 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”.
Conclusion: 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.
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Article Type : Research | Subject: Special
Received: 2020/12/27 | Accepted: 2021/12/29 | Published: 2021/12/29

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