Analyzing and Assessing Satisfaction Instrument from the Perspective of Providers and Recipients of Care Services in Educational & Therapeutic Centers in Ahwaz
Journal Title: Journal of Science and today’s world - Year 2015, Vol 4, Issue 4
Abstract
Health care providers have an important responsibility in providing and promoting community health people, so improving the quality of services is important. One way to increase quality of service is a regular evaluation of stakeholders’ views. Considering the multidimensional nature of the concept of quality of service and the possibility of bias in the meanings and interpretations, and also the difficulties in measuring and determining the quality of service, provision of a tool in which the agreement of service providers and recipients can be obtained, is an important matter. The purpose of the present study was analysis and assessment of a Satisfaction Tool according to the Providers and Care Recipients Perspectives at Educational & Therapeutic Centers in Ahwaz city. This cross-sectional study was performed among 442 patients and 191 nurses at three hospitals in Ahwaz city. Nurses were selected by census and patients with stratified random sampling method. The content validity & reliability of the research instrument was determined. Questionnaires had two parts: demographic and satisfaction, in relation to different aspects of care in two groups of nurses and patients. Questionnaires were completed by the researcher with interviews. Collected data were analyzed by SPSS, using descriptive and parametric analytic tests such as Pearson correlation and non-parametric tests such as Mann-Whitney and Wilcoxon at α=0.005, 0.001. Mean age of patients was 39.49±16.30 years, 237 patients (54.1%) were male, 325 (74.2%) were married & 163 patients (37.2%) were housewives. Mean age of nurses was 32.05±7.38 years, 183 nurses (65.5%) were women. The vast majority of patients and nurses agreed with the necessity of all 15 items and had a high satisfaction. In patients’ item “timely nursing” and in nurses item “encounter nurses” had the highest levels of necessity. In patients’ item “use of clean containers” and in nurses item “serving food hygiene” had the highest levels of satisfaction. In both groups correlation between satisfaction was positive and significant (p<0.001, r=0. 751), in older patients satisfaction was better. Considering the agreement of vast majority of patients and nurses with the necessity of all 15 items and had a high satisfaction, it seems this tool is usable in related research.
Authors and Affiliations
Houman Manochehri, Parvaneh Ghorbani, Souad Mahfozpour, Yadoulah Mehrabi
Keywords
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