Abstract
This public hospital survey aims to assess patients’ satisfaction with health care services at one of the largest public institutions in Erbil-Kurdistan the semiautonomous region of Iraq. The study identifies factors in determining patients’ perceptions and experiences in order to improve quality healthcare within public health facilities in this province. Patient’s sample was simple random sample of all eligible patients applying HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey instrument. As per National Research Corporation, HCAHPS is backed by leading hospital associations and is actively supported by foremost healthcare and consumer organizations. Data from 180 patients were collected over a period of 3 months, by medical and pharmacy students through direct interview of patients for the purpose of reliability and consistency of the assessment. The study shows there were some factors in hospital care causing dissatisfaction among a number of patients. Those factors resulting dissatisfaction were courtesy and respect, poor sanitation, attitude of the providers, availability of medicines, and level of noise at night, communication and in providing vital information, as well as hygiene. The findings would assist in the implementation of quality health care and improvement of public health services. Keywords: Patient satisfaction, quality improvement, healthcare quality DOI : 10.7176/EJBM/7-2-2015-03
Highlights
Assessment of Healthcare Providers and Systems) survey instrument
In Kurdistan region, issues of quality of healthcare have lately come under sharp criticism and the focal point as it has the greatest impact on the outcomes of their health systems
The information generated from the survey will be used as a tool in decision-making but will be used as recommendations for improving the experience of clients being seen at public health facilities in Kurdistan region
Summary
Assessment of Healthcare Providers and Systems) survey instrument. As per National Research Corporation, HCAHPS is backed by leading hospital associations and is actively supported by foremost healthcare and consumer organizations. Health facility operation, prescription utilization, organization, and management should be evaluated as well The elements of this baseline assessment which is reported here intended to assess patient satisfaction with the quality health care and supplementary services provided by the hospital. In Kurdistan region, issues of quality of healthcare have lately come under sharp criticism and the focal point as it has the greatest impact on the outcomes of their health systems One such favorite result is the patient satisfaction. The process of improvement and expansion needs to be based on rigorous local strategies for implementing quality care to attain best achievable outcomes from financial assets and healthcare budget These thorough plans must be evidence-based and secured on an in-depth understanding of factors of that anticipated endpoint
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