Abstract
Objective: Hospitals play a very significant role in providing healthcare services and supplying the society's health. So, the method of evaluating hospitals services quality has a special importance. The aim of this study is to identify and prioritize factors effective on hospitals services quality from view of patients' attendants in Zeinab Hospital of Shiraz City. This study is applied in respect of objective and in respect of method, it is descriptive- applied and qualitative method has been used. The statistical population of this study is patient's attendants referring to Zeinab Hospital in 2017. Methods: For prioritizing indicators, fuzzy AHP questionnaire was used. For data analysis, Excel software was used. The study results indicate that among indicators effective on hospital services quality from patient attendants view, the access indicator with weight of 0.3373 and the general services indicator with weight of 0.3327 were located in the first and second priority respectively and the environmental indicator with weight of 0.1629 was identified as the least significant indicator respectively. Also, among subcategories of access component, sub-branches of access to medical team with weight of 0.4003 and access to round the clock services with the weight of 0.3304 were in the first and second rank respectively. Results: Among subcategories of general services indicator, subcategories of low cost with weight of 0.3623 and hospital responding to patients needs with weight of 0.3304 were the most effective sub-branches. Among subcategories of communicational component, personnel liability with weight of 0.5836 and sub-branch of personnel correct contact with patients with weight of 0.2773 were in the first and second priority respectively and finally relating to environmental component two indicators of services and facilities being up-to-date with weight of 0.4140 and having parking were in the first and second priority. Conclusion: Decision makers and managers of Zeinab Hospital should more notice the indicators of access and general services due to their significance and impact on hospital services as one of Zeinab Hospital operational approaches for promoting and improving services quality. Peer Review History: Received 20 April 2018; Revised 28 April; Accepted 9 May, Available online 15 May 2018 UJPR follows the most transparent and toughest ‘Advanced OPEN peer review’ system. The identity of the authors and, reviewers will be known to each other. This transparent process will help to eradicate any possible malicious/purposeful interference by any person (publishing staff, reviewer, editor, author, etc) during peer review. As a result of this unique system, all reviewers will get their due recognition and respect, once their names are published in the papers. We expect that, by publishing peer review reports with published papers, will be helpful to many authors for drafting their article according to the specifications. Auhors will remove any error of their article and they will improve their article(s) according to the previous reports displayed with published article(s). The main of it is ‘to improve the quality of a candidate manuscript’. Our reviewers check the ‘strength and weakness of a manuscript honestly’. There will increase in the perfection, and transparency. Received file: Reviewer's Comments: Average Peer review marks at initial stage: 6.5/10 Average Peer review marks at publication stage: 8.5/10 Reviewer(s) detail: Dr. O.J Owolabi, University of Benin, Nigeria, owolabi@uniben.edu Dr. Omid Gholami, Sabzevar University of Medical Sciences, Iran, omidghphd@gmail.com Similar Articles: THE EFFECT OF TRAFFIC FACTORS AND TECHNOLOGY FACTORS ON CHRONOLOGICAL DELAY OF EMERGENCY (115) ON THE BESIDES OF INJURED PEOPLE IN BOYER AHMAD CITY IN 2017 EXAMINING THE IMPACT OF ACCESS TO HEALTHCARE INFORMATION IN PROVIDING SERVICE IN HOSPITAL LEVEL OF HORMOZGAN PROVINCE THE IMPACT OF HOSPITAL INFORMATION SYSTEM ON THE WORKING PROCESS OF IMAM JA’FAR SADIQ HOSPITAL, ALBORZ PROVINCE - 2016
Highlights
The indicator of general services of this dimension of services quality shows non-treatment services provided by the hospital for patients, like low cost, method of responding the patients' needs, having insurance and less beds in each room
The communicational indicator shows the relation between services provider and use that includes subcategories of personnel liability, personnel correct contact with patients and personnel honesty and environmental indicator shows environmental features and facilities which constitute the patient perception of services and includes facilities and equipment being up-to-date, food quality and having parking lot
Computing the weight if components effective on hospital services quality The following matrix is obtained from integrating views of 20 experts in Shiraz Zeinab Hospital which are incorporated: Regarding the results of Table 4, among indicators effective on hospital services quality, the access indicator with weight of 0.3373 is in the first rank and the environmental indicator with weight of 0.1620 in the fourth rank
Summary
The main mission of hospitals is to supply high-quality care for patients and meeting their needs and expectations and performing this requires establishment of quality in these centers. The structure of healthcare services sector and competing observations is shifting towards a direction in which patients play the main role in defining quality. The results obtained from a previous study shows that there is a direct relation between factors like personnel, modern and cleanness of hospital environment on hospital services quality from patients view[5]. This means that by increasing of these factors, the quality of hospital services is increased. Liona et al.,[8] considered factors like establishing relation with patient and providing consultation, the patient economic crises, disruption and personnel behavior as the most important factors effective of hospital services quality. Regarding the significance of the topic and emphasis of Ministry of Health, Treatment and Medical Training on patients' satisfaction, this study has identified and prioritized factors effective on hospital services quality from patients attendants view using fuzzy AHP technique
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