Developing a Persian inpatient satisfaction questionnaire

Arab, Mohammad; Rashidian, Arash; Pourreza, Abolghasem; Tajvar, Maryam; Nemati, R.; Sari, Ali Akbari; Forooshani, A Rahimi

doi:10.1108/ijhcqa-10-2011-0059

Cited by 10 publications

(20 citation statements)

References 22 publications

(31 reference statements)

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…In previous studies, health service costs has been cited as one of the most important determinants of patient satisfaction ( 27 ). A study by Arab et al in teaching hospitals in Tehran showed that cost is an important and determining factor for patient satisfaction ( 2 ). In a study by Jung et al in South Korea, the perception of the reasonableness of service costs was reported as the second determinant of patient satisfaction ( 22 ).…”

Section: Discussionmentioning

confidence: 99%

“…Satisfaction is important from several aspects for health care organizations. Satisfied patients are more likely to comply with treatment regimens, maintain a continuing relationship with a physician, and thus enjoy better treatment ( 1 , 2 , 4 , 5 ). Therefore, through the continuity of care and adherence, patient satisfaction has the potential to improve health care outcomes ( 4 ).…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

The Effect of Outpatient Service Quality on Patient Satisfaction in Teaching Hospitals in Iran

Pouragha

Zarei

2016

Mater Sociomed

View full text Add to dashboard Cite

Aim:The quality of services plays a primary role in achieving patient satisfaction. The main purpose of this study was to explore the effect of outpatient service quality on patient satisfaction in teaching hospitals in Iran.Methods:this cross-sectional study was conducted in 2014. The study sample included 500 patients were selected with systematic random method from the outpatient departments (clinics) of four teaching hospitals in Tehran. The survey instrument was a questionnaire consisted of 44 items, which were confirmed its reliability and validity. The data were analyzed by using descriptive statistics, Pearson’s correlation, and multivariate regression methods with the SPSS.18 software.Results:According to the findings of this study, the majority of patients had a positive experience in the outpatient departments of the teaching hospitals and thus evaluated the services as good. Perceived service costs, physician consultation, physical environment, and information to patient were found to be the most important determinants of outpatient satisfaction.Conclusion:The results suggest that improving the quality of consultation, providing information to the patients during examination and consultation, creating value for patients by reducing costs or improving service quality, and enhancing the physical environment quality of the clinic can be regarded as effective strategies for the management of teaching hospitals toward increasing outpatient satisfaction.

show abstract

Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

The Effect of Outpatient Service Quality on Patient Satisfaction in Teaching Hospitals in Iran

Pouragha

Zarei

2016

Mater Sociomed

View full text Add to dashboard Cite

show abstract

“…Price of medical services is one of the most important determinants for many people in accessing and using such services. In the study conducted by Arab et al (2014) the service costs were one of the determining factors in satisfaction of the Iranian hospital inpatients.…”

Section: Discussionmentioning

confidence: 99%

“…In Iran, many studies have been done on patient satisfaction and quality of hospital service. For example, Arab et al (2014) has conducted a study to design and validation of an instrument for measuring the inpatient satisfaction in hospital. They found seven dimensions for patient satisfaction: doctor-patient communication; nursing care; convenience; visitors; cleanliness; costs; and general satisfaction.…”

Section: Introductionmentioning

confidence: 99%

An Empirical Study of the Impact of Service Quality on Patient Satisfaction in Private Hospitals, Iran

Zarei¹,

Daneshkohan²,

Pouragha

et al. 2014

GJHS

Self Cite

View full text Add to dashboard Cite

Objective:Perceived service quality is the most important predictor of patient satisfaction. The purpose of this study was to investigate the impact of the service quality on the overall satisfaction of patients in private hospitals of Tehran, Iran.Method:This cross-sectional study was conducted in the year 2010. The study’s sample consisted of 969 patients who were recruited from eight private general hospitals in Tehran, Iran using consecutive sampling. A questionnaire was used for data collection; contacting 21 items (17 items about service quality and 4 items about overall satisfaction) and its validity and reliability were confirmed. Data analysis was performed using t-test, ANOVA and multivariate regression.Result:this study found a strong relationship between service quality and patient satisfaction. About 45% of the variance in overall satisfaction was explained by four dimensions of perceived service quality. The cost of services, the quality of the process and the quality of interaction had the greatest effects on the overall satisfaction of patients, but not found a significant effect on the quality of the physical environment on patient satisfaction.Conclusions:Constructs related to costs, delivery of service and interpersonal aspect of care had the most positive impact on overall satisfaction of patients. Managers and owners of private hospitals should set reasonable prices compared to the quality of service. In terms of process quality, waiting time for visits, admissions, and surgeries must be declined and services provided at the fastest possible time. It should be emphasized to strengthen of interpersonal aspects of care and communication skills of care providers.

show abstract

“…However, in practice, lean interventions are characterized by high variance; that is, high heterogeneity of the context and the intervention itself - the content, the application and the outcomes of lean [ 5 – 9 ]. Studies that apply an experimental design have trouble finding significant effects of lean, and qualitative studies showing positive effects are characterized by a narrow application and limited organisational reach [ 6 , 10 – 15 ]. In sum, there is a lack of evidence for lean impact in healthcare.…”

Section: Introductionmentioning

confidence: 99%

Lost in translation: a case-study of the travel of lean thinking in a hospital

Andersen

Røvik

2015

BMC Health Serv Res

View full text Add to dashboard Cite

BackgroundLean thinking as a quality improvement approach is introduced in hospitals worldwide, although evidence for its impact is scarce. Lean initiatives are social, complex and context-dependent. This calls for a shift from cause–effect to conditional attributions to understand how lean works. In this study, we bring attention to the transformative power of local translation, which creates different versions of lean in different contexts, and thereby affect the evidence for lean as well as the success of lean initiatives within and among hospitals.MethodsWe explored the travel of lean within a hospital in Norway by identifying local actors’ perceptions of lean through their images of enablers for successful interventions. These attributions describe the characteristics of lean in use, i.e. the prevailing version of lean. Local actors’ perceptions of enablers for lean interventions were collected through focus group interviews with three groups of stakeholders: managers, internal consultants and staff. A questionnaire was used to reveal the enablers relative importance.ResultsThe enablers known from the literature were retrieved at the case hospital. The only exception was that external expert change agents were not believed to promote lean. In addition, the stakeholders added a number of new and supplementary enablers. Two-thirds of the most important enablers for success were novel, local ones. Among these were a problem, not method focus, a bottom-up approach, the need of internal consultants, credibility, realism and patience. The local actors told different stories about local enablers and had different images of lean depending on their hierarchical level.DiscussionBy comparing and analyzing the findings from the literature review, the focus groups and the survey, we deduced that the travel of lean within the hospital was affected by three principles of translation: the practical, the pragmatic, and the sceptical. Further, three logics of translation were in play: translation as a funnel, a conscious sell-in, and a wash-out. This resulted in various local versions of lean.ConclusionsWe conclude that lean, introduced by the management, communicated by the internal consultants, and used by the staff, is transformed more than once within the hospital. Translation is part of the explanation for the lack of evidence for lean, and translation can be decisive for outcomes.Electronic supplementary materialThe online version of this article (doi:10.1186/s12913-015-1081-z) contains supplementary material, which is available to authorized users.

show abstract

Developing a Persian inpatient satisfaction questionnaire

Abstract: The patient satisfaction questionnaire strives to be a valid and reliable instrument for assessing in-patient satisfaction with hospital services in Iran.

Cited by 10 publications

References 22 publications

The Effect of Outpatient Service Quality on Patient Satisfaction in Teaching Hospitals in Iran

The Effect of Outpatient Service Quality on Patient Satisfaction in Teaching Hospitals in Iran

An Empirical Study of the Impact of Service Quality on Patient Satisfaction in Private Hospitals, Iran

Lost in translation: a case-study of the travel of lean thinking in a hospital

Contact Info

Product

Resources

About