患者对萨里市伊玛目霍梅尼医院门诊服务质量的认知与期望
Patient's Perception and Expectations of the Quality of Outpatient Services of Imam Khomeini Hospital in Sari City.
作者信息
Abedi Ghassem, Rostami Farideh, Ziaee Marzieh, Siamian Hasan, Nadi Aliasghar
机构信息
Health Sciences Research Center, Faculty of Health, Mazandaran University of Medical Sciences, Sari, Iran.
Student Research Committee, Mazandaran University of Medical Sciences, Sari, Iran.
出版信息
Mater Sociomed. 2015 Aug;27(4):272-5. doi: 10.5455/msm.2015.27.272-275.
BACKGROUND AND PURPOSE
Out-patient department is the gateway to almost all of the hospital services. Providing method of service in this place has an important role in the general impression of the patient of hospital sanitary and treatment services. This research was done with the purpose of studying the perception and expectations of out-patient service receivers of Imam Khomeini Hospital in Sari.
MATERIALS AND METHODOLOGY
A cross-sectional study was conducted on those patients in the outpatient service department of Imam Khomeini Hospital who at least have the junior high school degree. 200 people were selected as sample size with Morgan's table. Respondents answered the questionnaire two times. Once they expressed their perception of the provided services and once for their expectations. Therefore, the following expectation scores are obtained. To prove the significance of demographic variables with perception and expectations, the T and Tukey's tests and also to compare different groups the variance analysis test are used.
FINDINGS
The mean of age was 25.68± 9.086 (The youngest participant was 16 and the oldest 67 years old). It was observed from the results of the T test there is no significant difference between sex and residential place. It was clear that in perception part; there was a significant difference, at the level of 0.05 significance, in all groups except for responding and behavior, while, in expectation level, no significance in the age of the dimensions except for access.
CONCLUSION
Results showed that the satisfaction status of patients in Imam Hospital clinic in Sari is good. Many of the existing shortages can be improved by presenting an accurate and organized program. The present study shows that some service dimensions of patients require being promoted, the most important of which include behavior, accessibility and affordability, physical and responsiveness dimensions.
背景与目的
门诊部是几乎所有医院服务的入口。在此处提供服务的方式在患者对医院卫生和治疗服务的总体印象中起着重要作用。本研究旨在了解萨里伊玛目霍梅尼医院门诊服务接受者的认知和期望。
材料与方法
对伊玛目霍梅尼医院门诊部中至少具有初中学历的患者进行了一项横断面研究。根据摩根表选取200人作为样本量。受访者两次回答问卷。一次表达他们对所提供服务的认知，一次表达他们的期望。因此，获得了以下期望得分。为了证明人口统计学变量与认知和期望之间的显著性，使用了T检验和图基检验，并且为了比较不同组，使用了方差分析检验。
研究结果
年龄均值为25.68±9.086（最年轻的参与者为16岁，最年长的为67岁）。从T检验结果可以看出，性别和居住地点之间没有显著差异。很明显，在认知部分，除了响应和行为外，所有组在0.05显著性水平上都存在显著差异，而在期望水平上，除了可及性维度外，各维度在年龄方面没有显著性差异。
结论
结果表明，萨里伊玛目医院门诊部患者的满意度状况良好。通过提出准确且有条理的方案，可以改善许多现有的不足。本研究表明，患者的一些服务维度需要提升，其中最重要的包括行为、可及性和可承受性、实体和响应性维度。
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