Abstract:

Introduction: In the changing and competitive world of today, organizations will be successful that by relying on costumer Orientation, improve their quality of service and goods.

Objectives: This study aimed to determine the level of costumer focus after implementing the quality improvement model in the hospitals of Rasht in 2005.

Methods: This is a descriptive–comparative study. Study population consisted of the owners of quality improvement model process in six educational hospitals of Rasht. Data collection instrument included the international standard checklist of simply better.

Results: The percent of scores related to the customer's knowledge in the Amiral Momenin was 51.38%, Dr. Heshmat 81.57%, Alzahra 75.56%, 17 Shahrivar 77.78%, Razi 61.9% and Shafa 63.89%. The mean scores related to the customers’ satisfaction in Amiral Momenin, Dr. Heshmat, Alzahra, 17 Shahrivar, Razi and Shafa was 53.08%, 66.27%, 66.66%, 61.11%, 53.96% and 47.53% respectively.

Conclusion: All study hospitals performed processes in hospitals for constant improvement and recovery in” customer knowledge” and “customer satisfaction”. By implementing quality improvement model in study hospitals, focus on customer received attention in wide institution processes.

Keywords:  customer focus, hospital, quality improvement