نقش مديريت مشاركتي در بهبود زمان انتظار، زمان مشاوره و رضايتمندي بيماران سرپايي بيمارستان سرپايي بيمارستان رازي قزوين (1381)

The role of participative management in outpatientsʹ waiting time, visit time and satisfaction at Razi hospital, Qazvin, Iran (2002)

Introduction: Patient waiting time, visit time and satisfaction are the most important indexes of hospital services effectiveness. This research is performed with the aim of improving the outpatient ʹs waiting time, visit time and satisfaction of services in outpatient department of the hospital using quality circles (participative management). Methods: This descriptive and interventional research was accomplished from Feb 20, to June 21, 2001 in outpatient department of Razi hospital, Qazvin, Iran. In the beginning, 1336 patients who were admitted in outpatient department were enrolled to the study. The data was collected by a questionnaire designed to indicate patientʹs waiting time, visit time and satisfaction. After determining the above indexes and applying the quality assurance and promotion interventions, in the end of this research, 1270 outpatients via the same questionnaire were studied for determining the efficiency of research. Results: The average of outpatientʹs waiting time and visit time for received services and their satisfaction improved from 162.18 minutes and 4.34 minutes and 3.37 of 5 credit (weak scale), to 128.43 minutes, 5.06 minutes and 3.84 of 5 credit (medium scale), respectively. Conclusion: Based on the results, applying the total quality management and participative management can improve the hospital effectiveness and efficiency and patientsʹ satisfaction.