ارزیابی میزان رضایتمندی بیماران از خدمات درمانی در بیمارستان آموزشی
مجله اخلاق پزشکی - علمی پژوهشی,
دوره 8 شماره 28 (1393),
5 تیر 2014
,
صفحه 29-50
https://doi.org/10.22037/mej.v8i28.6558
چکیده
مقدمه: رضایتمندی بیماران از خدمات دریافتی شاخص مناسبی برای سنجش کیفیت خدمات و نحوه ارائه آن از نظر گیرندگان خدمت است. میزان رضایت بیماران منعکسکننده توانایی و قابلیت کادر درمانی و میزان رعایت حقوق بیمار است، لذا قدم اول کسب اطلاعات از نظرات و انتظارات بیماران است. مطالعه حاضر با هدف بررسی میزان رضایت بیماران بستریشده از نحوه ارائه خدمات درمانی در یکی از بیمارستانهای آموزشی شهر در سال 90- 1389 انجام شد.
روش: این مطالعه یک مطالعه توصیفی ـ مقطعی است که با استفاده از روش تصادفی بر روی 286 نفر از بیمار در حال ترخیص انجام شد. جمعآوری اطلاعات با پرسشنامه محقق ساخته دو قسمتی انجام شد که روایی پرسشنامه با روش صوری و محتوایی و پایای آن با روش آلفای کرونباخ کسب گردید. اطلاعات به کمک نرمافزار SPSS با ویرایش 15 مورد تجزیه و تحلیل قرار گرفت.
یافتهها: درصد رضایتمندی از کل خدمات 220 نفر (63/9 درصد)، خدمات پزشکی 210 نفر (57/6 درصد) و از خدمات پرستاری 252 نفر (72/3 درصد) بود. بیشترین درصد رضایتمندی مربوط به ارائه آگاهی از سؤالات و خواستههای بیمار و کمترین میزان مربوط به رضایت از دسترسی به کادر درمانی در هنگام نیاز بود. اختلاف معنیداری بین درصد رضایتمندی از خدمات بالینی بر حسب سن، جنس و میزان تحصیلات وجود داشته است (0/001>p). درصد رضایتمندی افراد شاغل و افراد دارای بیمه نسبت به افراد فاقد بیمه بالاتر بود (0/001=p).
نتیجهگیری: در مجموع درصد رضایتمندی بیماران از خدمات درمانی کاملا راضی بوده است. در ابعادی که کمبودها و نارضایتی وجود داشته باید با کارشناسی صحیح نواقص برطرف شود و عدم رضایت بیماران از این خدمات دریافتی میتواند بیانگر رعایتنشدن حقوقشان باشد.
- رضایتمندی؛ بیمار؛ بیمارستان آموزشی
ارجاع به مقاله
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