ارائه مدل سنجش رضایت‌مندی عمومی از عملکرد سیستمهای بهداشتی و درمانی
محورهای موضوعی : -مدارک پزشکییاسمن عرب عامری 1 , علی اکبر حسنی 2
1 - کارشناسی‌ارشد مدیریت صنعتی، دانشگاه صنعتی شاهرود، شاهرود، ایران
2 - دانشیار، دانشکده مهندسی صنایع و مدیریت، دانشگاه صنعتی شاهرود، شاهرود، ایران
کلید واژه: معادلات ساختاری, رضایت‌مندی, سلامت و درمان, ابعاد ارزش آفرین,
چکیده مقاله :
مقدمه: با توجه به اهمیت نحوه ارائه خدمات و مراقبتهای بهداشتی-درمانی، چگونگی عملکرد سیستمهای مذکور و آثار برجسته آن بر رضایت‌مندی عموم، این سوال مطرح می شود که چگونه می توان میزان رضایت‌مندی عمومی را در خصوص خدمات بهداشتی - درمانی مورد ارزیابی قرار داد؟ پژوهش حاضر در پی ارائه مدلی جهت سنجش میزان رضایت‌مندی عمومی از عملکرد و نحوه ارائه خدمات بهداشتی-درمانی است. روش پژوهش: این پژوهش با رویکرد توصیفی-تحلیلی و اهداف کاربردی در سال 1397 در بین 384 مراجعهکننده به بیمارستانهای شهرستان شاهرود انجام شد. مبتنی بر مرور ادبیات موضوع و نظرات خبرگان، ابتدا ابعاد سنجش رضایت‌مندی از خدمات بهداشتی-درمانی شناسایی شدند. برای جمع‌آوری داده ها از پرسشنامه محقق ساخته استفاده شد. در نهایت، تحلیل روابط مابین ابعاد مدل توسط رویکرد مدلسازی معادلات ساختاری انجام گردید. یافتهها: یافته‌های کلیدی پژوهش نشان می‌دهند که رضایت‌مندی عمومی از عملکرد سیستم بهداشتی - درمانی به ترتیب اولویت با ابعاد کیفیت خدمات بهداشت-درمان با ضریب مسیر 0/87، قابلیتها و مهارتهای کارکنان و پزشکان با ضریب مسیر 0/77، دسترسی به خدمات با ضریب مسیر 0/66 و هزینه خدمات با ضریب مسیر 0/54، ارتباط آماری معناداری دارد. نتیجهگیری: لحاظ نمودن ابعاد رضایت‌مندی یادشده نقش بسزایی در ارائه صحیح خدمات، عملکرد مطلوب و افزایش کارایی خدمات بهداشتی - درمانی دارد و میتواند موجب انجام اقداماتی جهت افزایش معنادار رضایت‌مندی دریافتکنندگان این خدمات شود. علاوه بر آن، با استفاده از نتایج پژوهش حاضر می‌توان زمینه را برای دسته‌بندی مشتریان برحسب سطح رضایت‌مندی کسب‌شده و ویژگی‌های آن‌ها فراهم نمود.
Introduction: According to Importance of state of health care service providing, system performance, and its major impact on public satisfaction, the main question is about the public satisfaction evaluation as a consequence of the quality of health care services? The aim of the proposed model in this study is to develop a comprehensive model incorporates various criteria to assess the satisfaction of performance health care services providing. Methods: The descriptive-analytical approach is adopted for this study with an applied purpose, among 384 patients referred to the Shahrood hospitals in 2018. At first, key dimensions of satisfaction assessment of health services have been identified based on the literature and the experts’ opinions via using a researcher-made questionnaire. The statistical relationships between proposed model dimensions are analyzed by structural equation modeling technique. Results: Key findings of this study indicate that general satisfaction of health care services has a significant relationship as well as path coefficient with the others assessed dimensions such as quality of health services (0.87), staff skills (0.77), access to services (0.66), and cost of services in order of priority (0.54). Conclusion: Considering the dimensions of satisfaction has a significant role in achieving appropriate service providing, desirable performance, and enhancing the efficiency of health care services. Finally, this consideration can lead to applied efforts to significantly increase patients’ satisfaction. In addition, using the obtained results of this study can provide an efficient finding for customers classification based on the level of satisfaction and their specifications.
1- Rouhafza M, Adhami Moghadam F, Sahebalzamani M. Assessment the relationship between patient satisfaction and quality of hospital services based on SERVQUAL Model in the hospitals related to Islamic Azad University, Tehran Medical Sciences Branch in 2015. Medical Sciences Journal of Islamic Azad University, Tehran Medical Branch, 2016; 26(3): 173-179. [In Persian]
2- Jadidi A, Safarabadi M, Irannejad B, Harorani M. Level of Patients’ Satisfaction from Emergency Medical Services in Markazi Province; a Cross sectional Study. Iranian Journal of Emergency medicine, 2016; 3(2): 58-65. [In Persian]
3- Shahbandar zadeh H, Mohammadi Zanjirani D, Ebrahimi M, Mohammadi Baghmollaie M. Designing a Method Based on the Combination of Service Quality Measurement Models Using Multi Attribute Decision Making Techniques: Case Study of. Iranian South Med Journal, 2010; 13(4): 273-279. [In Persian]
4- Dadashi M, Andarz habibi R, habibi moghaddam A, Jeylani M. Patients’ satisfaction of observing patients' right charter in private clinics. Iranian Journal of Medical Ethics and History of Medicine, 2010; 3(5-1): 61-68. [In Persian]
5- Gregory C. Pascoe. Patient satisfaction in primary health care: A literature review and analysis. Journal of Evaluation and Program Planning, 1983; 6(3–4): 185-210.
6- Aflatoonian M, Aflatoonian B, Abbasi R. Investigation of fruition rate and satisfaction of population from Baghodrat health center (Population research bare 2008. Journal of Qualitative Research in Health Sciences, 2011; 11 (1 and 2) :25-31. [In Persian]
7- Nemati F, Mohammadnejad E, Tabatabaei A, Ehsani SR, Sajjadi A, Hajiesmaeilpoor A. Satisfaction rate of hospitalized patients in teaching hospitals with presented services. Journal of Medical Ethics, 2014; 8(28): 29-50. [In Persian]
8- Kazemeini K, Zare Mehrjardi M.H, Samiyezargar A, Raghebian M, Dehghan A. Patient satisfaction referred to three specialized and ultra-specialized clinics of Yazd after the implementation of health Sector Evolution. Nursing journal of the Vulnerable, 2017; 4(11): 35-45. [In Persian]
9- Mosadeghrad A.M, A conceptual framework for quality of care. Materia Socio Medica, 2012; 24(4): 251-261.
10- Mosadeghrad A.M, Sokhanvar M. An evaluation of quality of services in Tehran Hospitals using the HEALTHQUAL model. Journal of Medical Council of Iran, 2017; 35 (1): 9-19. [In Persian]
11- Karimi S, Masoodian Y, Yaghoubi M, Hosseini M, Sadeghifar J. Patient Satisfaction with Provided Services and Facilities in Educational Hospitals of Isfahan, Iran, from Admission to Discharge. Journal of Health Information Management, 2012; 9(6): 780-785. [In Persian]
12- Moin A, Mirzakhani K. Patients’ satisfaction of emergency health care. Bimonthly official publication Daneshvar Medical, 2017; 24 (126): 63-70. [In Persian]
13- Footman K, Roberts B, Mills A, Richardson E, McKee M. Public satisfaction as a measure of health system performance: a study of nine countries in the former Soviet Union. Journal of Health Policy, 2013; 112 (1-2): 62-69.
14- Park K, Park J, Kwon Y D, Kang Y. Noh J-W. Public satisfaction with the healthcare system performance in South Korea: Universal healthcare system. Journal of Health Policy, 2016; 120 (6): 621-629.
15- Dirkovand Moghaddam A, Hashemian A, Sayehmiri K, Soheilie F. Factors Affecting the Level of Satisfaction with the Provision of Therapeutic Care Using Factor Analysis in Patients Referring to the Emergency Department of the State Hospitals of Ilam in 1989. Journal of Medical Council of Iran, 2013; 31(1): 34-39. [In Persian]
16- Tung Y-C, Chang G-M. Patient satisfaction with and recommendation of a primary care provider: associations of perceived quality and patient education. Int J Qual Health Care, 2009; 21(3): 206–213.
17- Mirfakhraddiny H, Farid D, Tahari Mehrjardi MH, Zareei Mahmod Abadi M. Identification and Ranking of Factors Affecting Quality Improvement of Health & Treatment Services Using Multiple Attribute Decision Making (MADM): A Case Study. Journal of Health Administration, 2011; 14(43): 51-62. [In Persian]
18- Gholami H, Mahmoudi H, Sarabandi H, Borji E. Survey of Client Satisfaction of an Urban Health Center Affiliated With a Military Unit in 2015. Journal of Military Medicine, 2017; 19 (3):299-305. [In Persian]
19- Azizi K, Mirkazemi Mood M, Mazdaki A, Mirkazemi Mood M. Identifying and Prioritizing Factors Affecting Patient`s Satisfaction of Health Centers Services of Iran University of Medical Sciences: A Hybrid Multiple Criteria Decision Making Approach. Journal of Health Administration, 2015; 18 (60): 90-104.
20- Chen H, Li M, Wang J, Xue C, Ding T, Nong X, et all. Factors influencing inpatients’ satisfaction with hospitalization service in public hospitals in Shanghai, People’s Republic of China. Patient Prefer Adherence, 2016; 10: 469-477.
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1- Rouhafza M, Adhami Moghadam F, Sahebalzamani M. Assessment the relationship between patient satisfaction and quality of hospital services based on SERVQUAL Model in the hospitals related to Islamic Azad University, Tehran Medical Sciences Branch in 2015. Medical Sciences Journal of Islamic Azad University, Tehran Medical Branch, 2016; 26(3): 173-179. [In Persian]
2- Jadidi A, Safarabadi M, Irannejad B, Harorani M. Level of Patients’ Satisfaction from Emergency Medical Services in Markazi Province; a Cross sectional Study. Iranian Journal of Emergency medicine, 2016; 3(2): 58-65. [In Persian]
3- Shahbandar zadeh H, Mohammadi Zanjirani D, Ebrahimi M, Mohammadi Baghmollaie M. Designing a Method Based on the Combination of Service Quality Measurement Models Using Multi Attribute Decision Making Techniques: Case Study of. Iranian South Med Journal, 2010; 13(4): 273-279. [In Persian]
4- Dadashi M, Andarz habibi R, habibi moghaddam A, Jeylani M. Patients’ satisfaction of observing patients' right charter in private clinics. Iranian Journal of Medical Ethics and History of Medicine, 2010; 3(5-1): 61-68. [In Persian]
5- Gregory C. Pascoe. Patient satisfaction in primary health care: A literature review and analysis. Journal of Evaluation and Program Planning, 1983; 6(3–4): 185-210.
6- Aflatoonian M, Aflatoonian B, Abbasi R. Investigation of fruition rate and satisfaction of population from Baghodrat health center (Population research bare 2008. Journal of Qualitative Research in Health Sciences, 2011; 11 (1 and 2) :25-31. [In Persian]
7- Nemati F, Mohammadnejad E, Tabatabaei A, Ehsani SR, Sajjadi A, Hajiesmaeilpoor A. Satisfaction rate of hospitalized patients in teaching hospitals with presented services. Journal of Medical Ethics, 2014; 8(28): 29-50. [In Persian]
8- Kazemeini K, Zare Mehrjardi M.H, Samiyezargar A, Raghebian M, Dehghan A. Patient satisfaction referred to three specialized and ultra-specialized clinics of Yazd after the implementation of health Sector Evolution. Nursing journal of the Vulnerable, 2017; 4(11): 35-45. [In Persian]
9- Mosadeghrad A.M, A conceptual framework for quality of care. Materia Socio Medica, 2012; 24(4): 251-261.
10- Mosadeghrad A.M, Sokhanvar M. An evaluation of quality of services in Tehran Hospitals using the HEALTHQUAL model. Journal of Medical Council of Iran, 2017; 35 (1): 9-19. [In Persian]
11- Karimi S, Masoodian Y, Yaghoubi M, Hosseini M, Sadeghifar J. Patient Satisfaction with Provided Services and Facilities in Educational Hospitals of Isfahan, Iran, from Admission to Discharge. Journal of Health Information Management, 2012; 9(6): 780-785. [In Persian]
12- Moin A, Mirzakhani K. Patients’ satisfaction of emergency health care. Bimonthly official publication Daneshvar Medical, 2017; 24 (126): 63-70. [In Persian]
13- Footman K, Roberts B, Mills A, Richardson E, McKee M. Public satisfaction as a measure of health system performance: a study of nine countries in the former Soviet Union. Journal of Health Policy, 2013; 112 (1-2): 62-69.
14- Park K, Park J, Kwon Y D, Kang Y. Noh J-W. Public satisfaction with the healthcare system performance in South Korea: Universal healthcare system. Journal of Health Policy, 2016; 120 (6): 621-629.
15- Dirkovand Moghaddam A, Hashemian A, Sayehmiri K, Soheilie F. Factors Affecting the Level of Satisfaction with the Provision of Therapeutic Care Using Factor Analysis in Patients Referring to the Emergency Department of the State Hospitals of Ilam in 1989. Journal of Medical Council of Iran, 2013; 31(1): 34-39. [In Persian]
16- Tung Y-C, Chang G-M. Patient satisfaction with and recommendation of a primary care provider: associations of perceived quality and patient education. Int J Qual Health Care, 2009; 21(3): 206–213.
17- Mirfakhraddiny H, Farid D, Tahari Mehrjardi MH, Zareei Mahmod Abadi M. Identification and Ranking of Factors Affecting Quality Improvement of Health & Treatment Services Using Multiple Attribute Decision Making (MADM): A Case Study. Journal of Health Administration, 2011; 14(43): 51-62. [In Persian]
18- Gholami H, Mahmoudi H, Sarabandi H, Borji E. Survey of Client Satisfaction of an Urban Health Center Affiliated With a Military Unit in 2015. Journal of Military Medicine, 2017; 19 (3):299-305. [In Persian]
19- Azizi K, Mirkazemi Mood M, Mazdaki A, Mirkazemi Mood M. Identifying and Prioritizing Factors Affecting Patient`s Satisfaction of Health Centers Services of Iran University of Medical Sciences: A Hybrid Multiple Criteria Decision Making Approach. Journal of Health Administration, 2015; 18 (60): 90-104.
20- Chen H, Li M, Wang J, Xue C, Ding T, Nong X, et all. Factors influencing inpatients’ satisfaction with hospitalization service in public hospitals in Shanghai, People’s Republic of China. Patient Prefer Adherence, 2016; 10: 469-477.