تأثیر مدیریت کیفیت بر رضایت بیماران یک بیمارستان: گزارش کوتاه

Authors

  • اشرفی, انسیه مدیریت خدمات بهداشتی و درمانی، دانشگاه علوم پزشکی تهران، تهران، ‌ایران.
  • مصدق‌راد, علی محمد گروه علوم مدیریت و اقتصاد بهداشت، دانشکده بهداشت، دانشگاه علوم پزشکی تهران، تهران، ایران
Abstract:

Background: Patient satisfaction is an important indicator of healthcare quality and effectiveness. Quality management as an organizational strategy enhances the quality of hospital services through continuously improving hospital structures and processes. This study aimed to examine the impact of quality management on patient satisfaction. Methods: A participatory action research was conducted in respiratory intensive care unit, at Labafinejad hospital, Tehran, Iran, in 2013. A quality improvement team was established. Operational processes were improved using a quality management model. The quality improvement team standardized processes, identified quality goals for the processes and improved them until achieved quality goals. Patients’ satisfaction data was collected before and after the intervention using a valid and reliable questionnaire. Results: Patients’ satisfaction was 75 percent at the beginning of the study. Patients were mostly dissatisfied with the nutrition services, amenities, lack of attention to their personal needs and lack of involving them in their treatment processes. An action plan was developed for improving patient satisfaction. After the quality management intervention, patient satisfaction reached to 81 percent at the end of this study. The quality management model improved the quality of services by 54.5 percent and consequently increased patient satisfaction by 7.2 percent. Almost half of the patients at the beginning of this study were definitely willing to recommend the hospital to their friends and relatives. This figure increased to 76 percent. The rest of patients stated that they may recommend the hospital to others. Conclusion: Implementing an appropriate quality management model appropriately in a supportive environment helps improve the quality of services and enhance patient satisfaction and loyalty.

Upgrade to premium to download articles

Sign up to access the full text

Already have an account?login

similar resources

تأثیر مدیریت کیفیت بر درآمد بخش اعمال جراحی بیمارستان: گزارش کوتاه

Background: Hospitals are dealing with unlimited demands and limited resources. Hospital managers should use appropriate strategies to improve quality of services, enhance patients’ satisfaction and increase financial resources. This study aimed to examine the impact of quality management. Methods: A participatory action research was used for the intervention on income of operating theatre in ...

full text

تأثیر مدیریت کیفیت بر رضایت شغلی کارکنان بخش اعمال جراحی بیمارستان ولیعصر (عج): "یک مطالعه اقدام پژوهی مشارکتی"

تأثیر مدیریت کیفیت بر رضایت شغلی کارکنان بخش اعمال جراحی بیمارستان ولیعصر (عج): "یک مطالعه اقدام پژوهی مشارکتی" علی محمد مصدق راد١، مهناز افشاری٢* ١.  استادیار، گروه علوم مدیریت و اقتصاد بهداشت، دانشکده بهداشت، دانشگاه علوم پزشکی تهران، تهران، ایران. ٢. کارشناس ارشد، گروه علوم مدیریت و اقتصاد بهداشت، دانشکده بهداشت، دانشگاه علوم پزشکی تهران، تهران، ایران. * نویسنده مسئول: تهران، دانشگاه علو...

full text

بررسی تأثیر ورزش صبحگاهی بر کیفیت زندگی کارکنان مرکز بهداشت شهر اراک: یک گزارش کوتاه

Background and Objective: The office employees constitute a large proportion of employed people and most of the work time behind the desks, therefore, it seems necessary to follow some comprehensive and standardized programs to provide their health. The aim of this study was to assess the effects of morning exercises on the quality of life of health center staff. Materials and Methods...

full text

کاهش لغو اعمال جراحی در یک بیمارستان: گزارش کوتاه

Background: Operation theatre in a hospital requires considerable human and physical resources to deliver surgery services on an agreed schedule. However, operation theatres are sometimes underutilized due to avoidable last minute cancellations of operations. Cancellation of operations on the day of intended surgery results in operation theatre planning difficulties, hospital inefficiency and r...

full text

تأثیر مدیریت کیفیت بر کارایی بخش مراقبت‌های ویژه تنفسی بیمارستان

Background and Aim: Quality management, as an organizational strategy, helps enhance hospital effectiveness and efficiency. This study aimed to examine the effect of a quality management model on the efficiency of the respiratory intensive care unit in Labafijejad Hospital, Tehran in 2013-14. Materials and Methods: This was a participatory action research conducted  in  the respiratory intens...

full text

تأثیر برنامه‌ریزی استراتژیک بر رضایت بیماران: یک مطالعه موردی

تأثیر برنامه‌ریزی استراتژیک بر رضایت بیماران: یک مطالعه موردی علی محمد مصدق راد*۱، امین ابن شهیدی۲، نازنین عبدالمحمدی۳ ۱. دانشیار، گروه علوم مدیریت و اقتصاد بهداشت، دانشکده بهداشت، مرکز تحقیقات مدیریت اطلاعات سلامت، دانشگاه علوم پزشکی تهران، تهران، ایران ۲.  فوق تخصص، گروه بیهوشی، بیمارستان سعدی،  اصفهان، ایران ۳. کارشناس، بیمارستان سعدی،  اصفهان، ایران * نویسنده مسئول: تهران، میدان انقلا...

full text

My Resources

Save resource for easier access later

Save to my library Already added to my library

{@ msg_add @}


Journal title

volume 75  issue None

pages  228- 234

publication date 2017-06

By following a journal you will be notified via email when a new issue of this journal is published.

Keywords

No Keywords

Hosted on Doprax cloud platform doprax.com

copyright © 2015-2023