A Comprehensive Satisfaction Assessment Model for Healthcare Services

Subject Areas : medical documents

Yasaman  Arab Ameri ¹ (Student of Master of Industrial Management, Shahrood University of Technology, Shahrood, Iran)
aliakbar  hasani ² (Associate professor, Department of Industrial Engineering and Management, Shahrood University of Technology, Shahrood, Iran)

Received: 2019-01-08 Accepted : 2019-05-17 Published : 2019-02-20

Keywords: Structural, Satisfaction, value creation, Healthcare services,

Abstract :

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.

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