رضایت بیماران بستری بیمارستان های وابسته به دانشگاه علوم پزشکی کرمان از ارائه الگو خدمات (1381)

Introduction: Overcoming the existing crises in hospitals without considering the patients' needs and their satisfaction is impossible. The rate of inpatients satisfaction with different units is one of the important criterion for the evaluation of the quality of hospital services. Methods: The present study was carried out in a cross-sectional method during the spring of 2002 for the evaluation of inpatients satisfaction with services provided in different units of different hospitals (Shafa, Bahonar and Kerman, Darman) affiliated to Kerman University of Medical Sciences. The statistical population of this research include patients over 15 who had been hospitalized in the internal and surgery wards of the above hospitals for a minimum period of 48 hours. In the study, the minimum required sample size was 564 patients but for more assurance , 600 patients were interviewed at discharge time. The instrument for showing patient satisfaction was a standard questionnaires of the Ministry of Health Education , Isfahan and Shahid Beheshti University of Medical Sciences. Collected data were analyzed by SPSS software using Chi square and T tests. Findings: About 59% of patients were satisfied with hospital service. The highest level of dissatisfaction was shown in the patients' nutrition and hygienic conditions of their rooms and the highest level of satisfaction was shown for the clinics and nursing units. The results indicate no relationship between satisfaction with different hospital units and the patients' age, level of education, duration of hospitalization and marital status. Results: Solving the problems resulting in patients' dissatisfaction requires the administrators, commitments and efforts. Hospital administrators should respectand value the patients' needs and expectations, get their satisfaction and encourage them to cooperate in their own treatment and care process, and help the hospital to reach its objectives.