شناسایی عوامل موثر بر کیفیت خدمات ارائه شده به بیماران همودیالیزی در بیمارستان‌های ایران

محورهای موضوعی : -مدارک پزشکی

فاطمه پائین رسکتی ¹ , شقایق وحدت ² , سمیه حسام ³

1 - کارشناسی ارشد مدیریت خدمات بهداشتی درمانی، واحد مرودشت، دانشگاه ازاد اسلامی، مرودشت، ایران
2 - استادیار، گروه مدیریت خدمات بهداشتی درمانی، واحد تهران جنوب، دانشگاه ازاد اسلامی، تهران، ایران
3 - استادیار، گروه مدیریت خدمات بهداشتی درمانی، واحد تهران جنوب، دانشگاه ازاد اسلامی، تهران، ایران

تاریخ دریافت : 1398/05/28 تاریخ پذیرش : 1398/07/17 تاریخ انتشار : 1398/05/01

کلید واژه: کیفیت خدمات, بخش همودیالیز, بیماران همودیالیزی,

چکیده مقاله :

مقدمه: با توجه به اهمیت تاثیر نارسایی مزمن کلیه بر جنبه‌های مختلف زندگی بیماران، هدف تحقیق، تعیین عوامل موثر بر کیفیت خدمات ارائه شده به بیماران همودیالیزی بود. روش پژوهش: پژوهش به روش آمیخته انجام، نمونه‌ها در مرحله کیفی بصورت هدفمند و شامل 24 نفر از خبرگان بخش‌های همودیالیز از 6 استان کشور بودند. در مرحله کمی، 150 نفر از شاغلان بخش همودیالیز مورد بررسی قرار گرفتند. ابزار گردآوری اطلاعات در گام اول، کتابخانه‌ای و در گام دوم پرسشنامه‌ای بود. پرسشنامه‌ای محقق‌ساخته با 6 مولفه طراحی، روایی و پایایی پرسشنامه نیز با استفاده از نیکویی برازش مورد بررسی قرار گرفت. تجزیه و تحلیل در بخش آمار توصیفی شامل فراوانی، درصد، میانگین و انحراف معیار و در بخش آمار استنباطی تحلیل عاملی اکتشافی و تاییدی مورد استفاده قرار گرفت. تحلیل عاملی اکتشافی با استفاده از نرم‌افزار آماری SPSS 21 و تحلیل عاملی تاییدی از طریق نرم‌افزار لیزرل صورت گرفت. یافته‌ها: شش عامل موثر بر کیفیت خدمات همودیالیز شناسایی شد که براساس ضریب اهمیت عبارت بودند از نیروی انسانی (0/866)، مدیریت (0/784)، فناوری اطلاعات (0/749)، تجهیزات (0/731)، امکانات و تسهیلات (0/683) و فضای فیزیکی (0/628). مجموعه شاخص‌های برازش نیز نشان داد که عوامل موثر برازش مناسبی را داشته و می‌توان از عوامل فوق به عنوان عوامل موثر بر کیفیت خدمات بخش همودیالیز در ایران نام برد. نتیجه‌گیری: با توجه به پایین بودن کیفیت زندگی بیماران همودیالیزی بایستی راهکارهای مناسب جهت جلوگیری از هدر رفت منابع و افزایش کیفیت زندگی بیماران با استفاده از نتایج حاصله؛ اخذ گردد.

چکیده انگلیسی:

Introduction: Considering the importance of the effect of chronic renal failure on various aspects of patients' life, the purpose of the study was to determine the factors affecting the quality of services provided to hemodialysis patients. Methods: The research was carried out using a mixed method. Samples were targeted at the qualitative stage and included 24 experts from hemodialysis section from 6 provinces of the country. In the quantitative phase, 150 employees in the hemodialysis department were examined. The information gathering tool in the first step was a library and in the second step was a questionnaire. The researcher-made questionnaire was designed with 6 elements; validity and reliability of the questionnaire were also evaluated using goodness of fit. The analysis in the descriptive statistics section included frequency, percentage, mean and standard deviation, and was used in the inferential statistics of exploratory and confirmatory factor analysis. Exploratory factor analysis was performed using SPSS 21 software and confirmatory factor analysis through Laser Level software. Results: Six factors influencing the quality of hemodialysis services were identified, and based on the importance were: human resources (0.866), management (0.874), information technology (0.749), equipment (0.731), facilities (0.683) and physical space (0.628). The fittest indices also showed that effective factors have suitable fit and can be mentioned as factors affecting the quality of hemodialysis services in Iran. Conclusion: Due to the low quality of life in hemodialysis patients, appropriate strategies should be taken to prevent the loss of resources and improve the patients' life quality by using the result.

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