تاثير طرح بهينه سازي بخش فوريت هاي بيمارستاني بوعلي سيناي قزوين بر رضايت بيماران

The effect of service improvement protocol on patientsʹ satisfaction in Bu-Ali emergency unit

Background: One of the quality assessing indices for providing medical services to patients in different hospital wards is to determine the level of patientʹs satisfaction on quality of such cares given to them. Objective: To determine the level of patientsʹ satisfaction admitted to Bu-Ali hospital emergency unit, Qazvin, following the implementation of newly established service improvement protocol. Methods: Through a cross-sectional research, 149 patients admitted to emergency unit were randomly selected and further studied. The data was collected using a questionnaire designed to reflect the level of patientsʹ satisfaction. Findings: Results indicated that there were high levels of satisfaction among patients including 79%, 78.3%, 79.4%, 87.4%, 79.4%, and 77.2% on timing of medical cares, medical examinations, paramedical services, filing process, physiciansʹ behavior, and nursing skills, respectively. There was only a moderate level of satisfaction (46.6%) on access to drugs and medical instruments. Conclusion: The patientsʹ satisfaction in emergency unit of Bu-Ali hospital increased following the implementation of service improvement protocol.