PATIENT SATISFACTION WITH MEDICAL SERVICES PROVIDED BY A HOSPITAL IN KERMANSHAH- IRAN

ARASH ZIAPOUR¹, ALIREZA KHATONY², FARANAK JAFARI³, NEDA KIANIPOUR⁴

¹ Kermanshah University of Medical Sciences, Kermanshah, Iran ² Social Development and Health Promotion Research Center, Kermanshah University of Medical Sciences, Kermanshah, Iran ³ Kermanshah School of Nursing and Midwifery, Kermanshah University of Medical Sciences, Kermanshah, Iran - ⁴ Students Research Committee, Kermanshah University of Medical Sciences, Kermanshah, Iran

Background and aim: patient satisfaction is a significant indicator of the quality of provided care and services. The present study was an attempt to investigate the patient satisfaction with medical services provided by one of the hospitals in Kermanshah, Iran.

Materials and methods: in this descriptive cross-sectional study, 406 inpatients were randomly selected and included in the study. The instrument for data collection comprised of a standard “patient satisfaction” questionnaire. The collected data were analyzed by descriptive statistics and inferential statistics (independent t-test and ANOVA).

Results: the mean score of the patients’ total satisfaction with inpatient services was 3.49 out of 5. The maximum and minimum levels of satisfaction were reported for the domains of behavior of medical and administrative staff (3.65±0.96) and environmental hygiene of hospital (3.26±73.0). The patients’ total satisfaction was different in terms of gender and age variables; however, it was not statistically significant in terms of education, career, residence, inpatient ward and reason of patient’s referral.

Conclusion: although the patients’ total satisfaction with inpatient services was favorable, the patients were dissatisfied with hospital facilities. Hospital managers can proceed to increase the patient satisfaction with medical services by eliminating the factors causing dissatisfaction.