The Effective Factors on Satisfaction from the Viewpoint of Patients at the Emergency Wards in Tabriz Emam and Sina Hospitals, 2004.

Abstract

Abstract: Introduction: Concept of patient satisfaction is important in health and treatment cares. And also one of the most important goals in health system is consideration the satisfaction of the people who take advantages of their services. Patient satisfaction is cognitive reaction that varied factors effect on it. Determining effective factors on satisfaction is undirected way for access to really patient satisfaction. Assessment of patient satisfaction by determining effective factors on satisfaction and eliminating the causes of dissatisfaction can increase the level of care providing and consequently patient's satisfaction. And access to quality improvement, which is one of the purposes of health care system. Because can't access to an effective and good emergency without informing needs and expectations of patients. Objective: The aim of this research is study of effective factors on satisfaction from the viewpoint of patients in the emergency wards. Methods: The study is a descriptive research. The population research was just patients at the emergency wards in Tabriz Emam and Sina hospitals. Researched units were just 380 selected patients with easy sampling method after their discharging. The used collecting tool for gathering information was questionnaire. Results: Findings show that 65.93% physical environment, 67.9% personnel resources, 68.1% equipment and 46.93% management factors are effective on the level of patient's satisfaction. Results of also research show that kind of staff (Nurse, physician, students and other) behavior is effective on patient companion's satisfaction and drug preparation by patient companions is effective on their dissatisfaction. Conclusion: Findings resulted from the research imply that factors of physical environment, personnel resources, equipment's and management factors of physical patient satisfaction. And also it is necessary that nursing managers reinforce mentioned factors for increasing patient satisfaction. Also we hope results of the research can rest pay attention to responsible persons. And take off basic steps in field of restoration of physical space of hospitals, providing of equipment and enough and suitable richness, and to employ expert personnel resources and to organize emergency ward which is effect information of patient's satisfaction.