Shirzadi Seyyed Majid, Sheibani-Tehrani Donya, Shirzadi Nafiseh Sadat, Yaghoubi Maryam
Health Management and Economics Research Center, Isfahan University of Medical Sciences, Isfahan, Iran.
Department of Information Tecnology, Shahid Beheshti University, Iran.
J Educ Health Promot. 2020 Apr 28;9:103. doi: 10.4103/jehp.jehp_316_19. eCollection 2020.
The most important goal of a proper health-care system is to provide good health. Today, patients do not consider hospitals as simply a place of rehabilitation; rather, they compare the hospital with a hotel in terms of environment, facilities, services, and quality of accommodation. This study aims to use DEMATEL approach to extract factors affecting the hoteling quality.
This was a descriptive, cross-sectional study conducted in 2018. The study was carried out in two steps. In the first step, the factors affecting the hoteling quality were extracted, and in the second step, the DEMATEL technique was used to analyze and rank the cause and effect. The study population consists of all experts in the fields of medicine and health care (hospital managers, deputies, and faculty members familiar with accreditation and hoteling), among which twenty experts were selected using purposeful sampling and a questionnaire designed by the researcher consisting of 11 dimensions was distributed among them. The reliability of the questionnaire was calculated using Cronbach's alpha coefficient which was equal to 0.85 while its validity was confirmed using Delphi technique. DEMATEL approach was used for data analysis.
The results show that among factors, human factors and economical-financial factors and, among subfactors, maintaining human dignity and quick action in providing emergency services are among the most important factors affecting the hoteling quality. Maintaining human dignity and speed of action in providing emergency services to patients was identified as the most important factor in improving hoteling quality.
The results of this study can be used to evaluate the quality of accommodations and health facilities, medical equipment, and building quality of hospitals, which can lead to effective actions and improvement of patient satisfaction and the eventual success of health transformation plan.
一个完善的医疗保健系统最重要的目标是促进健康。如今，患者不再仅仅将医院视为康复场所；相反，他们在环境、设施、服务和住宿质量方面将医院与酒店进行比较。本研究旨在运用决策试验与评价实验室（DEMATEL）方法提取影响酒店式服务质量的因素。
这是一项于2018年开展的描述性横断面研究。该研究分两个步骤进行。第一步，提取影响酒店式服务质量的因素；第二步，运用DEMATEL技术分析并对因果关系进行排序。研究对象包括医学和医疗保健领域的所有专家（医院管理人员、副院长以及熟悉认证和酒店式服务的教职员工），其中通过目的抽样选取了20名专家，并向他们发放了由研究人员设计的包含11个维度的问卷。问卷的信度采用克朗巴哈α系数计算，结果为0.85，同时其效度通过德尔菲技术得以确认。数据分析采用DEMATEL方法。
结果表明，在各项因素中，人为因素和经济 - 财务因素，以及在子因素中，维护人的尊严和在提供应急服务方面的快速行动是影响酒店式服务质量的最重要因素。维护人的尊严以及为患者提供应急服务的行动速度被确定为提高酒店式服务质量的最重要因素。
本研究结果可用于评估医院的住宿质量、医疗设施、医疗设备和建筑质量，这有助于采取有效行动，提高患者满意度，并最终推动医疗改革计划的成功。
