Assessment the Gap between Patients’ Expectations and the Services Provided to them in Selected Hospitals of Tehran in 2012. J Police Med 2013; 2 (1)
URL:
http://jpmed.ir/article-1-206-en.html
English Extended Abstract: (9854 Views)
Patients are the main axis in hospital and all of the hospital
services are provided for their satisfaction, this consent cannot be obtained
merely with high technology, but this is the more function of personnel
behavior and performance. Since one of the desired characteristics in the
hospital, is to meet the expectations of patients and the from service process,
this study aimed to determine the gap between expectations and the services
provided for patients in selected military hospitals of Tehran.
Materials & Methods: This study was a descriptive-analytical study that
performed by cross-sectional method. The research society was patients
in three selected hospitals of Tehran. 264 patients selected by randomizeclassification
method and sample size was calculated based on the sampling
formula. Data collected through Parasuraman standard questionnaires and
statistical software SPSS16 used for analysis. Descriptive statistics and
statistic tests included Mann-Whitney U, Kruskal-Wallis, Wilcoxon and
Spearman correlation coefficient.
Results: The results show that the highest quality gap (-0.87) is related to
Accessibility and the lowest level of quality gaps (-0.56) is related to the
Assurance. Gaps in all dimensions of quality as well as the overall quality are
statistically significance.
Conclusion: Hospitals managers and policy makers focus on the needs and
desires of the patients as unique reason for hospital entity to offer the better
service and quality.Considering the expectations of patients could improve the
quality of hospital services.
Article Type:
Original Research |
Subject:
Crisis Medicine Received: 2013/12/21 | Accepted: 2014/03/12 | Published: 2014/03/12