مقایسه کیفیت خدمات آزمایشگاه بالینی برون‌سپاری شده و برون‌سپاری نشده در بیمارستان‌های آموزشی اهواز درسال 1395
محورهای موضوعی : -مدارک پزشکیفاطمه ارسطوزاده 1 , امین ترابی پور 2
1 - دانشجوی کارشناسی مدیریت خدمات بهداشتی درمانی، دانشکده بهداشت، دانشگاه علوم پزشکی جندی‌شاپور اهواز، اهواز، ایران
2 - استادیار مدیریت خدمات بهداشتی درمانی ، دانشکده بهداشت، دانشگاه علوم پزشکی جندی شاپور اهواز، اهواز، ایران
کلید واژه: بیمارستان, برون‌سپاری, کیفیت خدمات, آزمایشگاه بالینی,
چکیده مقاله :
مقدمه: برون‌سپاری خدمات بیمارستانی یک راهبرد کلیدی در راستای بهبود کیفیت خدمات است. هدف این مطالعه تعیین کیفیت خدمات آزمایشگاه بالینی برون‌سپاری شده و برون‌سپاری نشده در بیمارستان‌های آموزشی اهواز است. روش پژوهش: این پژوهش یک مطالعه مقطعی است. در این مطالعه ، 643 بیمار مراجعه کننده به آزمایشگاه‌های بیمارستان‌های آموزشی شهر اهواز به طور تصادفی انتخاب شدند. ابزار جمع‌آوری داده‌ها، پرسشنامه‌ی سروکوال بود. این ابزار شامل 22 سوال و 5 بعد کیفیت شامل ابعاد عوامل فیزیکی، قابلیت اعتماد، پاسخ‌گویی، تضمین، همدلی بود. یافته‌ها: کیفیت کلی خدمات آزمایشگاه‌های برون‌سپاری شده به طور معنی‌داری بالاتر از آزمایشگاه‌های برون‌سپاری نشده بود (0/001 =P). میانگین زمان انتظار و زمان نمونه‌گیری از بیمار در بیمارستان‌های مورد مطالعه به ترتیب 28/08± 37/29 و1/6± 4/48 دقیقه بود. میانگین زمان انتظار در آزمایشگاه بالینی برون‌سپاری شده به طور معنی‌داری کمتر از زمان انتظار در آزمایشگاه برون‌سپاری نشده بود (0/001 =P). نتیجه‌گیری: نتایج نشان داد که راهبرد برون‌سپاری همبستگی مثبتی با کیفیت خدمات آزمایشگاهی داشت. هم‌چنین، در آزمایشگاه‌های برون‌سپاری شده زمان انتظار برای دریافت خدمات به طور معنی‌داری کمتر از آزمایشگاه‌های برون‌سپاری نشده بود.
Introduction: hospital services' outsourcing is a key strategy towards is improvement the quality of services. The aim of study was determine the quality of services in outsourced and non-outsourced clinical laboratory of educational hospitals in Ahvaz, 2016. Methods: This is a cross-sectional study. In this study 643 patients were selected randomly. Data were gathered by SERQUAL questionnaire. This tool included 22 questions and 5 dimensions including tangibility, reliability, responsiveness, assurance, empathy about services quality. Results: services quality in outsourced clinical laboratory centers was significantly higher than non-outsourced clinical laboratory centers (P=0.001). The mean of waiting time to receive services and sampling time of patient was 37.29±28.08 and 4.48±1.6 min respectively. The mean of waiting time in outsourced clinical laboratory was significantly lower than non-outsourced clinical laboratory (P=0.001). Conclusion: the results showed that outsourcing strategy had positive relationship with services quality of clinical laboratory units. Also, waiting time to receive services in outsourced clinical laboratory centers was lower than non-outsourced clinical laboratory centers.
1- Khalilifar O, Zarnaghinejati B, Aliabadbakhtiyari M, Moghadammarkai N, Valadkhani A. The effect of outsourcing on nutrition unit: compare hospitals and military hospitals in Tehran. Journal of Hospital, 2014; 13(4): 105-113. [In Persian]
2- Hodavand S. Corporate training outsourcing. Scientific Manager training. Monthly management, 2010; 21(158). [In Persian]
3- Ashrafzadeh f. Comprehensive model for Outsourcing, monthly gimmick, 2004; 15 (147). [In Persian]
4- Ferdosi M, Farahabadi ME, Mofid M, Rejalian F, Haghighat M, Naghdi P. Evaluating the Outsourcing of Nursing Services in Kashani Hospital, Isfahan. Health Inf Manage; 2012: 989-996. [In Persian]
5- Lamae A. The principles of quality management. National Committee for Quality Promotion, Ministry of Health and Medical Education. Tehran; 1999. [In Persian]
6- Crosby, P. Quality without Tears: The Art of Hassel Free Management, Mc Graw – Hill, New York; 1984.
7- Ruset RT; Lemon KN, Zeithaml V. Return on marketing: using customer equity to focus marketing strategy. Journal of Marketing, 2004; 68: 109-27.
8- Heydarniya M, Esfehaniriyazi S, Abadi A, Mohseni M. Localization and validity and reliability of the questionnaire SERVQUAL to evaluate the quality of hospital services. J medical, 2014; 38(2): 98-105. [In Persian]
9- Torabipour A, Sayaf R, Salehi R,Ghasemzadeh R. Analyzing the Quality Gapsin the Services of Rehabilitation Centers Using the SERVQUAL Technique in Ahvaz, Iran. Jundishapur J Health Sci, 2016; 8(1): 25-30. [In Persian]
10- Parasuraman A. A Conceptual model of service quality and its implications for future research. Journal of marketing, 1985; 49: 41-50.
11- Tolga T, Jiju A. Comparing Public and Private Hospital Care Service Quality In Turkey. Leadership in Health Services, 2006; 19 (2): 1–10.
12- ZHiarfar M, Seyedin SH, Tourani S, KHodayari Zarnaq R. impact of outsourcing healthcare services management on the quality of these services.international journal of hospital research, 2014; 3(3): 145-148. [In Persian]
13- MousazadeY, Jabaribeyrami H, Janati A, Asgharijafarabadi M. Identification and prioritization of available hospital-based outsourcingRelated Indices.Health Magazine, 2013; 4(2): 122-132 . [In Persian]
14- Mohaghegh B, Asadbeygi M, Marenanibarati A, Birjandi M. The impact of pharmaceutical outsourcing services in rural health centers on patient satisfaction. Journal of hospital, 2011; 10 (3): 1-10. [In Persian]
15- Parsa moen S, Nasiripour A. The impact of outsourcing on satisfaction and respect the rights of patients to radiology departments of hospitals in Tehran Health Management, 2015; 6(5): 51-58. [In Persian]
16- Kavousi Z, Sotoudehzadeh F, Kharazmi E, Khabiri R, Ravangard R, Rahimi H. Outsourcing levels tend to be based on the characteristics of the various units of the hospital from the perspective of managers and employees in selected hospitals in Shiraz University of Medical Sciences.journal of hospital, 2010; 11(1): 9-18. [In Persian]
17- Hsiao CHT, Pai JY, Chiu H. The study on the outsourcing of Taiwan's hospitals: a questionnaire survey research.BMC Health Services Research, 2009; 9(78): 1-9.
18- Yigit V, Tengilimoglu D, Kisa A, Younis MZ.Outsourcing and its implications for hospital organizations in Turkey". Gaziosmanpasa University Hospital, Tokat, Turkey. Journal of Health Care Finance, 2007; 33(4): 86-92.
19- Moschuris SJ, Kondylis MN. Outsourcing in public hospitals: a Greek perspective. Journal of Health Organization and Management, 2006; 20(1): 4-14.
20- Havasbeigi F, Yasbalaghisharahi B, Mohamadi E, Mohamadi A. Measuring the Quality of Services Provided For Outpatients In Public Hospitals In Ilam and Kermanshah Cities Based on The SERVQUAL Instrument. Scientific Journal of Ilam University of Medical Sciences, 2013; 21: 207-214. [In Persian]
21- Keimasi M, Karimi O. Assessment of service quality of Tehran clinical diagnostic laboratories using the SERVIMPERF model. Scientific Journal of School of Public Health and Institute of Public Health Research, 2015; 12(4): 29-42. [In Persian]
22- Rajabipoormeybodi A, Farid D, Rajabipoormeybodi T. Assess patient satisfaction from the quality of health care based on medical quality scale. Journal a school of nursing and midwifery, 2013; 7(4): 223-232. [In Persian]
23- Nasiri pour AA, Jahangiri K, Aghamohamadi S. Study of waiting time in shahid dastani's specialized clinics of shariati hospital using by sex sigma model. Faculty of Tehran University of Medical Sciences (Health Payavard), 2010; 4(3,4): 50-59. [In Persian]
24- Ware JE. What information do consumers want and how will they use it? Med Care, 1995; 33(1): 25-30.
25- Tabibi S, Kakhani M, Ehsani Chimeh E. An evaluation of the outsourcing strategy in supportive services in the hospitals affiliated to the Ministry of Health and Medical Education. Journal of Health Administration, 2008; 10(30): 59-66. [In Persian]
26- Ameryoun A, Pourtaghi G, Yahaghi E, et al. Outpatient and Inpatient Services Satisfaction in Iranian Military Hospitals. Iranian Red Crescent Medical Journal, 2013; 15(9): 843-847.
27- Alvani M, Ashrafzade F. Outsourcing guidance for manager's decision making in service outsourcers. Tehran:Ghaside-Sara; 2004. [In Persian]
28- Torani S, Maleki M, GHodosi mogham S, Gohari M. Comparison of the effectiveness and efficiency of hospital pharmacies Firoozgar before and after the outsourcing.health management, 1388; (38)12: 59-70. [In Persian]
29- Karimi S, Agharahimi Z, Yaghoubi M.Impacts of outsourcing in educational hospitals in Iran: A study on Isfahan University of Medical Sciences-2010; J Ed Health Prom, 2012; 1: 25. [In Persian]
30- Arisi-nwugballa EA. Does Outsourcing Improve Quality of Service in Public Health care Institutions in South-East Nigeria? International Journal of Academic Research in Accounting, Finance and Management Sciences, 2016; 6 (2): 196–203.
31-Kwame Adu J, Amponsah E, Poku K. Evaluating the Potential Impact of Support Services Outsourcing On Healthcare at the Korle Bu Teaching Hospital of Ghana. Social and basic sciences research review, 2014 (1)2: 103-117.
32- Mehdizadeh P, Dopeykar N, Gol-Alizadeh E, Yaghoubi M. The Status of Outsourcing Services in a Specialized Tehran Hospital Using SWOT. Hosp Prac Res, 2016; 1(3): 95-99. [In Persian]
_||_1- Khalilifar O, Zarnaghinejati B, Aliabadbakhtiyari M, Moghadammarkai N, Valadkhani A. The effect of outsourcing on nutrition unit: compare hospitals and military hospitals in Tehran. Journal of Hospital, 2014; 13(4): 105-113. [In Persian]
2- Hodavand S. Corporate training outsourcing. Scientific Manager training. Monthly management, 2010; 21(158). [In Persian]
3- Ashrafzadeh f. Comprehensive model for Outsourcing, monthly gimmick, 2004; 15 (147). [In Persian]
4- Ferdosi M, Farahabadi ME, Mofid M, Rejalian F, Haghighat M, Naghdi P. Evaluating the Outsourcing of Nursing Services in Kashani Hospital, Isfahan. Health Inf Manage; 2012: 989-996. [In Persian]
5- Lamae A. The principles of quality management. National Committee for Quality Promotion, Ministry of Health and Medical Education. Tehran; 1999. [In Persian]
6- Crosby, P. Quality without Tears: The Art of Hassel Free Management, Mc Graw – Hill, New York; 1984.
7- Ruset RT; Lemon KN, Zeithaml V. Return on marketing: using customer equity to focus marketing strategy. Journal of Marketing, 2004; 68: 109-27.
8- Heydarniya M, Esfehaniriyazi S, Abadi A, Mohseni M. Localization and validity and reliability of the questionnaire SERVQUAL to evaluate the quality of hospital services. J medical, 2014; 38(2): 98-105. [In Persian]
9- Torabipour A, Sayaf R, Salehi R,Ghasemzadeh R. Analyzing the Quality Gapsin the Services of Rehabilitation Centers Using the SERVQUAL Technique in Ahvaz, Iran. Jundishapur J Health Sci, 2016; 8(1): 25-30. [In Persian]
10- Parasuraman A. A Conceptual model of service quality and its implications for future research. Journal of marketing, 1985; 49: 41-50.
11- Tolga T, Jiju A. Comparing Public and Private Hospital Care Service Quality In Turkey. Leadership in Health Services, 2006; 19 (2): 1–10.
12- ZHiarfar M, Seyedin SH, Tourani S, KHodayari Zarnaq R. impact of outsourcing healthcare services management on the quality of these services.international journal of hospital research, 2014; 3(3): 145-148. [In Persian]
13- MousazadeY, Jabaribeyrami H, Janati A, Asgharijafarabadi M. Identification and prioritization of available hospital-based outsourcingRelated Indices.Health Magazine, 2013; 4(2): 122-132 . [In Persian]
14- Mohaghegh B, Asadbeygi M, Marenanibarati A, Birjandi M. The impact of pharmaceutical outsourcing services in rural health centers on patient satisfaction. Journal of hospital, 2011; 10 (3): 1-10. [In Persian]
15- Parsa moen S, Nasiripour A. The impact of outsourcing on satisfaction and respect the rights of patients to radiology departments of hospitals in Tehran Health Management, 2015; 6(5): 51-58. [In Persian]
16- Kavousi Z, Sotoudehzadeh F, Kharazmi E, Khabiri R, Ravangard R, Rahimi H. Outsourcing levels tend to be based on the characteristics of the various units of the hospital from the perspective of managers and employees in selected hospitals in Shiraz University of Medical Sciences.journal of hospital, 2010; 11(1): 9-18. [In Persian]
17- Hsiao CHT, Pai JY, Chiu H. The study on the outsourcing of Taiwan's hospitals: a questionnaire survey research.BMC Health Services Research, 2009; 9(78): 1-9.
18- Yigit V, Tengilimoglu D, Kisa A, Younis MZ.Outsourcing and its implications for hospital organizations in Turkey". Gaziosmanpasa University Hospital, Tokat, Turkey. Journal of Health Care Finance, 2007; 33(4): 86-92.
19- Moschuris SJ, Kondylis MN. Outsourcing in public hospitals: a Greek perspective. Journal of Health Organization and Management, 2006; 20(1): 4-14.
20- Havasbeigi F, Yasbalaghisharahi B, Mohamadi E, Mohamadi A. Measuring the Quality of Services Provided For Outpatients In Public Hospitals In Ilam and Kermanshah Cities Based on The SERVQUAL Instrument. Scientific Journal of Ilam University of Medical Sciences, 2013; 21: 207-214. [In Persian]
21- Keimasi M, Karimi O. Assessment of service quality of Tehran clinical diagnostic laboratories using the SERVIMPERF model. Scientific Journal of School of Public Health and Institute of Public Health Research, 2015; 12(4): 29-42. [In Persian]
22- Rajabipoormeybodi A, Farid D, Rajabipoormeybodi T. Assess patient satisfaction from the quality of health care based on medical quality scale. Journal a school of nursing and midwifery, 2013; 7(4): 223-232. [In Persian]
23- Nasiri pour AA, Jahangiri K, Aghamohamadi S. Study of waiting time in shahid dastani's specialized clinics of shariati hospital using by sex sigma model. Faculty of Tehran University of Medical Sciences (Health Payavard), 2010; 4(3,4): 50-59. [In Persian]
24- Ware JE. What information do consumers want and how will they use it? Med Care, 1995; 33(1): 25-30.
25- Tabibi S, Kakhani M, Ehsani Chimeh E. An evaluation of the outsourcing strategy in supportive services in the hospitals affiliated to the Ministry of Health and Medical Education. Journal of Health Administration, 2008; 10(30): 59-66. [In Persian]
26- Ameryoun A, Pourtaghi G, Yahaghi E, et al. Outpatient and Inpatient Services Satisfaction in Iranian Military Hospitals. Iranian Red Crescent Medical Journal, 2013; 15(9): 843-847.
27- Alvani M, Ashrafzade F. Outsourcing guidance for manager's decision making in service outsourcers. Tehran:Ghaside-Sara; 2004. [In Persian]
28- Torani S, Maleki M, GHodosi mogham S, Gohari M. Comparison of the effectiveness and efficiency of hospital pharmacies Firoozgar before and after the outsourcing.health management, 1388; (38)12: 59-70. [In Persian]
29- Karimi S, Agharahimi Z, Yaghoubi M.Impacts of outsourcing in educational hospitals in Iran: A study on Isfahan University of Medical Sciences-2010; J Ed Health Prom, 2012; 1: 25. [In Persian]
30- Arisi-nwugballa EA. Does Outsourcing Improve Quality of Service in Public Health care Institutions in South-East Nigeria? International Journal of Academic Research in Accounting, Finance and Management Sciences, 2016; 6 (2): 196–203.
31-Kwame Adu J, Amponsah E, Poku K. Evaluating the Potential Impact of Support Services Outsourcing On Healthcare at the Korle Bu Teaching Hospital of Ghana. Social and basic sciences research review, 2014 (1)2: 103-117.
32- Mehdizadeh P, Dopeykar N, Gol-Alizadeh E, Yaghoubi M. The Status of Outsourcing Services in a Specialized Tehran Hospital Using SWOT. Hosp Prac Res, 2016; 1(3): 95-99. [In Persian]