Beyene Waju, Jira Challi, Sudhakar Morankar
Department of Health Services Management, College of Public Health and Medical Sciences, P.O.Box - 378, Jimma University.
Ethiop J Health Sci. 2011 Aug;21(Suppl 1):49-58.
Quality of care is an important aspect of health care delivery system that is given a priority. Quality is a multidimensional concept that has been defined in various ways. Variation in quality of care between different health care facilities is thought to reflect differences in efficiency and other organizational factors. There was no adequate study related to quality of health care in Jimma zone. Therefore, the objective of this study was to assess quality of health care in Jimma zone.
A cross sectional quantitative study design was employed to assess the quality of care with respect to structure, care process and customer satisfaction involving 640 patients and 96 care providers in Jimma zone, southwest Ethiopia. Data were collected using an interview questionnaire and observation checklist devised by the investigators.
The study showed that, on average, the studied institutions fulfilled 153(70.4%) of the health human power need. They also fulfilled 86(62.8%) of major equipment requirement against the national standard. The composite average satisfaction level of patients was 89.1% and that of the care providers was 86.7%. Nevertheless, the respect given to patients by care providers was rated as poor. A significant proportion, 39(48.2%) of the care providers were assessed as low performance.
Majority of study subjects rated the overall quality of care as "good". However the observation revealed that the human aspect of care was "poor". In addition, the health institutions were facing shortage of human and material resources. Thus it was recommended that the responsible bodies at the 3 levels should take actions for improving institutional capacity and performance of care providers in order to improve quality of care.
医疗质量是医疗服务体系的一个重要方面，备受关注。质量是一个多维度概念，有多种定义方式。不同医疗机构之间的医疗质量差异被认为反映了效率和其他组织因素的不同。在吉马地区，尚无关于医疗质量的充分研究。因此，本研究的目的是评估吉马地区的医疗质量。
采用横断面定量研究设计，以评估埃塞俄比亚西南部吉马地区640名患者和96名医护人员在结构、护理过程和客户满意度方面的护理质量。使用研究人员设计的访谈问卷和观察清单收集数据。
研究表明，平均而言，被研究机构满足了70.4%（153人）的卫生人力需求。对照国家标准，它们还满足了62.8%（86项）的主要设备需求。患者的综合平均满意度为89.1%，医护人员的综合平均满意度为86.7%。然而，医护人员对患者的尊重程度被评为较差。相当一部分（39人，占48.2%）医护人员被评估为低绩效。
大多数研究对象将整体护理质量评为“良好”。然而，观察结果显示护理的人文方面“较差”。此外，卫生机构面临人力和物力资源短缺的问题。因此，建议三级责任机构采取行动，提高机构能力和医护人员的绩效，以改善护理质量。
