ارزیابی کیفیت خدمات بیمارستانی از دیدگاه بیماران بستری در بیمارستان‎های آموزشی دانشگاه علوم پزشکی جهرم در سال 1397

نوع مقاله : مقاله پژوهشی

نویسندگان

1 گروه طب اورژانس، دانشکده پزشکی، دانشگاه علوم پزشکی مشهد، مشهد، ایران.

2 مرکز تحقیقات مولفه های اجتماعی سلامت، دانشگاه علوم پزشکی جهرم، جهرم، ایران.

3 کمیته تحقیقات دانشجویی، دانشگاه علوم پزشکی جهرم، جهرم، ایران.

4 گروه طب اورژانس، واحد توسعه تحقیقات بالینی بیمارستان پیمانیه، دانشگاه علوم پزشکی جهرم، جهرم، ایران.

چکیده

مقدمه
مأموریت اصلی بیمارستان در نظام سلامت، تأمین مراقبت با کیفیت برای بیماران، و برآوردن نیازها و انتظارات آنها است. مطالعه حاضر با هدف ارزیابی کیفیت خدمات بیمارستانی از دیدگاه بیماران بستری در بیمارستان‎های دانشگاهی شهرستان جهرم انجام شده است.
روش کار
در این مطالعه‎ی مقطعی طی سال 1397، دیدگاه 193 بیمار بستری در بیمارستان‎های آموزشی شهرستان جهرم که به روش تصادفی انتخاب شده بودند، از طریق پرسشنامه SERVQUALمورد مطالعه قرار گرفت. این پرسشنامه مولفه‎های کیفیت را در ابعاد شش گانه شامل کیفیت خدمات فیزیکی و ملموس، تضمین، پاسخگوئی، قابلیت اطمینان خدمت، همدلی و دسترسی به مراقبت بررسی  می‎کند. داده‎ها با استفاده از آزمون‎های کروسکال والیس و من ویتنی تجزیه و تحلیل شدند.
نتایج
میانگین سنی افراد تحت مطالعه 80/19± 19/45 سال بوده و 8/52% از بیماران مرد بودند. تفاوت معنی داری در میانگین نمره کیفیت در ابعاد شش گانه و بعد کیفیت کلی مشاهده شد. همچنین، اختلاف میانگین نمره کیفیت در تمامی ابعاد در بیمارستان‎ها معنی دار بود. بود  بیشترین میانگین نمره کیفیت به بعد کیفیت خدمات فیزیکی و ملموس (69/3± 63/20) و کمترین میانگین نمره به همدلی (79/3± 94/14) تعلق گرفت. هم چنین از بین ابعاد کیفیت خدمات بیمارستانی، تنها بین داشتن بیمه تکمیلی با بعد تضمین تفاوت معنی دار وجود داشت (024/0=p). ولی بین سایر ابعاد با متغیرهای دموگرافیک تفاوت معنی دار وجود نداشت(05/0 > p).
نتیجه­گیری
کیفیت خدمات در بیمارستان‎های آموزشی علوم پزشکی جهرم از دیدگاه بیماران در وضعیت مناسبی قرار داشت، لیکن اختلاف معنی دار نمره کیفیت بین ابعاد مختلف در هر بیمارستان، بیانگر لزوم توجه بیشتر مدیران نسبت به برنامه‎های بهبود کیفیت است تا رضایتمندی بیشتر بیماران را فراهم آورد.

کلیدواژه‌ها

عنوان مقاله [English]

Evaluation of Hospital Services Quality from the Perspective of Hospitalized Patients in Jahrom University of Medical Sciences in 2019

نویسندگان [English]

  • Seyed Reza Ahmadi 1
  • Foroughian Mahdi 1
  • Navid Kalani 2
  • Nikta Taghipour 3
  • Zahra Pasalar 3
  • Esmaeal Raeyat Dost 4
1 Department of Emergency Medicine, Mashhad University of medical sciences, Mashhad, Iran.
2 Research center for social Determinants of Health, Jahrom University of Medical Sciences, Jahrom, Iran.
3 Student Research committee, Jahrom University of Medical Sciences, Jahrom, Iran.
4 Department of Emergency Medicine, Jahrom University of Medical Sciences, Jahrom, Iran.
چکیده [English]

Introduction: The main mission of the hospital in the health system is to provide quality care to patients and to meet their needs and expectations. This study aimed to evaluate the quality of hospital services from the perspective of hospitalized patients in Jahrom University Hospitals.
Materials and Methods: In this cross-sectional study, the viewpoints of 193 hospitalized patients in Jahrom university hospitals were studied through a SERVQUAL questionnaire. T Study with Cronbach's alpha coefficient of 0.89. It was confirmed. Data were analyzed using Kruskal-Wallis and Mann-Whitney tests.
Results: The mean age of the subjects was 45.19 ±19.80 years and 52.8% were male. There was a significant difference in the mean score of quality in the six dimensions and overall quality dimension. Also, there was a significant difference between the mean score of quality in all dimensions in hospitals. Was. The highest mean score of quality was related to physical and tangible quality of service (20.63 ± 3.69) and the lowest mean score was empathy (14.94 ± 3.79). Also, among the dimensions of quality of hospital services, there was only a significant difference between having supplementary insurance and the assurance dimension (p-value = 0.024). But there was no significant difference between other dimensions with demographic variables (P-value> 0.05).
Conclusion: Quality of services in Jahrom teaching hospitals was in good condition from patients 'point of view. However, a significant difference in quality score between different dimensions in each hospital indicates that managers should pay more attention to quality improvement programs rather than patients' satisfaction Provided.

کلیدواژه‌ها [English]

  • Quality of Services
  • Hospitalized Patients
  • Hospitals

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مجله دانشکده پزشکی دانشگاه علوم پزشکی مشهد
دوره 62، شماره 3
مرداد-شهریور98- شماره3- دوره62
مرداد و شهریور 1398
صفحه 1488-1499

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