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

Document Type : Research Paper


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.


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.


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