Background: Complaints are expressions of dissatisfaction that need to be addressed and are a very effective tool for improving the quality of care and treatment services. This study was conducted to investigate the complaints received in 2020 in the treatment supervision department of the Iran University of Medical Sciences. Methods: The present study is a retrospective descriptive study. All registered complaints, including written, oral and telephone, were reviewed by the complaints officer of the treatment supervision office in 2020. The data obtained from the review of complaints provided by clients of affiliated centres, including personal information of the complainant, the complainant was classified in an Excel file and analyzed by using descriptive statisticsSuch as number and percentage. Results: Of the total number of complaints received in 2020 with 2121, the cases included complaints about the provision of care and medical services 809cases, tariff 301 cases, health and infection control 222 cases, the activity of unauthorized persons 194 cases, visit services 125 cases, defects, respectively, Technical equipment 76 cases, lack of licenses 76 cases, admission and clearance services 69 cases, induced demand 66 cases, drugs 64 cases, how to deal 63 cases, center closure and non-service 20 cases, forgery and misuse 18 cases, illegal advertising 10 cases, manpower shortage 8 cases. Conclusion: It seems that by identifying the effective factors in the occurrence of complaints and dissatisfaction and adopting solutions regarding Training in improving behavioural, communication and professional skills, periodic monitoring visits, reporting functional deficiencies to affiliated centres to correct and eliminate deficiencies, can be done to satisfy and prevent dissatisfaction so that the patient and with a pleasant memory of the process if necessary, refer others to the mentioned centre if necessary.
Background: Medical tourism represents the travel of individuals to receive health care and treatment to another country. One of the important factors in the marketing of medical tourism is promotion. The purpose of this study is to investigate the importance of promoting factor in the proposed marketing pattern of medical tourism services. Methods: This study is a Descriptive-Correlational research method and an applied research in terms of purpose conducted in2017. The statistical population of the study consisted of all staff of medical centers and active units in the medical tourism area of the medical Science Universities in Iran and 630 of them were selected as a statistical sample by using simple sampling method. The data collection tool was a questionnaire with 63 questions related to tourism marketing components with scoring based on Likert scale. The validity of the questionnaire was evaluated by experts' judgment and reliability was measured by using Cronbach's alpha coefficient (0.82) and Test re Test (0.92) in SPSS22. Results: According to the standard estimates of path coefficients, the promotion factor with score of 0.98 consisted of 8 components ranked first among others was determined. Conclusion: Considering the importance of the promotion component, Policy makers in the field of medical tourism services should pay special attention to promotion and related issues in order to properly identify the Capacities and capabilities of active centers globally. Key words: Medical Tourism, Marketing , Pattern
Background: Medical tourism provides Effective economic, political and social profits to the countries active in the field, which should be taken into account in a competitive market. This study aimed to evaluate the relationship between foreign patients' satisfaction and other aspects of health tourism in educational and medical centers of the Iran University of Medical Sciences (IUMS). Methods: This was a descriptive correlational study with a researcher-made questionnaire. The first part of the questionnaire contained the demographic characteristics of the participants, and the second part included 30 questions about the components that affect receiving medical services by foreign nations. The reliability coefficient of the questionnaire was determined by using Cronbach's alpha (0.980). Expert judgment was used to assess the validity of the questionnaire. Out of 70 hospitals affiliated with the University of Iran in 2019, 10 hospitals from 35 licensed centers in the field of international health were randomly selected, and 300 questionnaires were delivered to foreign patients who were willing to complete the questionnaire. The received information was from Random sampling recorded in SPSS25 software. Descriptive Statistics was used to determine the effective factors. Results: The largest numbers of foreign patients in this study were from Iraq (64 %) and Kuwait (24 %), respectively. In correlation review, there was a significant relationship between satisfaction of foreign patients and financial dimension (0.785), quality of treatment dimension (0.914), medical facilities dimension (0.799) and tourism facilities dimension (0.918) in hospitals. Conclusion: This study demonstrates that there is a significant relationship between satisfaction of foreign patients and other aspects of health tourism (such as financial dimension, treatment quality, treatment and tourism facilities) in hospitals, Which needs to be given special attention by health tourism managers for short-term and long-term planning for its development.
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