رضايت‌مندي بيماران از خدمات ارائه شده در يك بيمارستان منتخب‌ نظامي در سال 1398: مطالعه مقطعي

Patients' Satisfaction with Services provided in a Military Hospital in 2019: A Cross-sectional Study

زﻣﯿﻨﻪ و ﻫﺪف: ﯾﮏ ﻧﻈﺎم ﺑﻬﺪاﺷﺘﯽ ﮐﺎرا ﻓﻘﻂ از ﻃﺮﯾﻖ اراﺋﻪ ﺧﺪﻣﺎت ﻣﻄﻠﻮب ﻣﯽﺗﻮاﻧﺪ ﺑﻪ رﺳﺎﻟﺖ ﺧﻮد ﯾﻌﻨﯽ ﺗﺄﻣﯿﻦ ﺳﻠﺎﻣﺖ اﻓﺮاد ﺟﺎﻣﻌﻪ اﻗﺪام ﻧﻤﺎﯾﺪ و راه ارزﯾﺎﺑﯽ اﯾﻦ ﻧﻈﺎم، ارزﯾﺎﺑﯽ ﺧﺪﻣﺎت آن اﺳﺖ. ﺑﺮاي ارزﯾﺎﺑﯽ ﺧﺪﻣﺎت ﺑﻬﺪاﺷﺘﯽ درﻣﺎﻧﯽ، دﺳﺘﯿﺎﺑﯽ ﺑﻪ ﻧﻘﻄﻪ ﻧﻈﺮﻫﺎي ﺑﯿﻤﺎران ﺑﻌﻨﻮان ﯾﮏ ﻣﻨﺒﻊ ﻗﺎﺑﻞ اﻃﻤﯿﻨﺎن ﻣﯽﺗﻮاﻧﺪ ﻣﻮرد ﺗﻮﺟﻪ ﻗﺮار ﮔﯿﺮد. ﻫﺪف از اﯾﻦ ﻣﻄﺎﻟﻌﻪ ﺗﻌﯿﯿﻦ رﺿﺎﯾﺖﻣﻨﺪي ﺑﯿﻤﺎران از ﺧﺪﻣﺎت اراﺋﻪ ﺷﺪه در ﯾﮑﯽ از ﺑﯿﻤﺎرﺳﺘﺎن ﻣﻨﺘﺨﺐ ﻧﻈﺎﻣﯽ ﺑﻮد. روشﻫﺎ: در اﯾﻦ ﻣﻄﺎﻟﻌﻪ ﻣﻘﻄﻌﯽ 230 ﻧﻔﺮ از ﺑﯿﻤﺎران ﺗﺮﺧﯿﺺ ﺷﺪه از ﯾﮏ ﺑﯿﻤﺎرﺳﺘﺎن ﻧﻈﺎﻣﯽ ﺑﻪ روش ﻧﻤﻮﻧﻪ ﮔﯿﺮي در دﺳﺘﺮس، در ﺳﺎل 1398 اﻧﺘﺨﺎب ﺷﺪﻧﺪ. اﺑﺰار ﮔﺮدآوري اﻃﻠﺎﻋﺎت، ﭘﺮﺳﺸﻨﺎﻣﻪ رﺿﺎﯾﺘﻤﻨﺪي ﺑﯿﻤﺎران ﺑﻮد ﮐﻪ رواﯾﯽ و ﭘﺎﯾﺎﯾﯽ آن ﺗﺎﯾﯿﺪ ﺷﺪ. اﯾﻦ ﭘﺮﺳﺸﻨﺎﻣﻪ رﺿﺎﯾﺖ ﺑﯿﻤﺎران را در دو ﺑﺨﺶ ﺑﻬﺪاﺷﺘﯽ-درﻣﺎﻧﯽ ﺑﺎ 21 ﺳﻮال و ﺳﻪ ﺑﻌﺪ ﺑﻬﺪاﺷﺖ و ﻧﻈﺎﻓﺖ، ﺧﺪﻣﺎت ﭘﺮﺳﺘﺎري و ﺧﺪﻣﺎت ﭘﺰﺷﮑﺎن و ﺑﺨﺶ ﻏﯿﺮدرﻣﺎﻧﯽ ﺑﺎ 27 ﺳﻮال و 6 ﺑﻌﺪ ﭘﺬﯾﺮش، ﺑﺮﺧﻮرد ﮐﺎرﮐﻨﺎن، ﺗﻐﺬﯾﻪ، رﻓﺎﻫﯽ، ﺗﺴﻬﯿﻠﺎﺗﯽ، ﻣﺴﺎﺋﻞ ﺷﺮﻋﯽ- اﻋﺘﻘﺎدي و ﺗﺮﺧﯿﺺ ﻣﻮرد ارزﺷﯿﺎﺑﯽ ﻗﺮار ﻣﯽ دﻫﺪ. ﯾﺎﻓﺘﻪﻫﺎ: ﺑﻪ ﻃﻮر ﮐﻠﯽ رﺿﺎﯾﺖ ﺑﯿﻤﺎران از ﺑﺨﺶﻫﺎي درﻣﺎﻧﯽ 81/05 درﺻﺪ و در ﺑﺨﺶ ﻏﯿﺮدرﻣﺎﻧﯽ 78/58 درﺻﺪ ﺑﻮد. در ﺑﺨﺶ درﻣﺎﻧﯽ رﺿﺎﯾﺖﻣﻨﺪي از ﺧﺪﻣﺎت ﺑﻬﺪاﺷﺖ و ﻧﻈﺎﻓﺖ و ﺧﺪﻣﺎت ﭘﺮﺳﺘﺎران )رﺿﺎﯾﺘﻤﻨﺪي ﻋﺎﻟﯽ( ﺑﺎﻟﺎﺗﺮ از رﺿﺎﯾﺖ از ﺧﺪﻣﺎت ﭘﺰﺷﮑﺎن )رﺿﺎﯾﺘﻤﻨﺪي ﺧﻮب( و در ﺑﺨﺶ ﻏﯿﺮدرﻣﺎﻧﯽ ﺧﺪﻣﺎت ﭘﺬﯾﺮش ﺑﺎﻟﺎﺗﺮﯾﻦ ﻣﯿﺰان رﺿﺎﯾﺖﻣﻨﺪي )ﻋﺎﻟﯽ( و ﺧﺪﻣﺎت رﻓﺎﻫﯽ ﮐﻤﺘﺮﯾﻦ ﻣﯿﺰان رﺿﺎﯾﺖﻣﻨﺪي )رﺿﺎﯾﺘﻤﻨﺪي ﺧﻮب( را دارا ﺑﻮدﻧﺪ. در ﺑﯿﻦ ﻣﺘﻐﯿﺮﻫﺎي دﻣﻮﮔﺮاﻓﯿﮏ، ﺗﻨﻬﺎ ﺳﻦ ﺑﯿﻤﺎر ﺑﺎ رﺿﺎﯾﺖﻣﻨﺪي ارﺗﺒﺎط ﻣﻌﻨﺎدار آﻣﺎري داﺷﺖ )P=0/03(. ﺳﺎﯾﺮ ﻣﺘﻐﯿﺮﻫﺎي ﺟﻤﻌﯿﺖ ﺷﻨﺎﺧﺘﯽ ﻣﺎﻧﻨﺪ ﺟﻨﺲ، وﺿﻌﯿﺖ ﺗﺎﻫﻞ، دﻓﻌﺎت ﺑﺴﺘﺮي، ﻧﻮع ﺑﺨﺶ ﺑﺴﺘﺮي و ﻧﻮع ﺑﯿﻤﻪ ارﺗﺒﺎط آﻣﺎري ﻣﻌﻨﯽداري ﺑﺎ رﺿﺎﯾﺖﻣﻨﺪي ﻧﺪاﺷﺘﻨﺪ )P=0/23(. ﻧﺘﯿﺠﻪﮔﯿﺮي: ﺑﺎ ﺗﻮﺟﻪ ﺑﻪ ﺑﺎﻟﺎﺗﺮ ﺑﻮدن رﺿﺎﯾﺖ ﺑﯿﻤﺎران از ﺧﺪﻣﺎت درﻣﺎﻧﯽ ﺑﯿﺸﺘﺮ از ﺧﺪﻣﺎت ﻏﯿﺮدرﻣﺎﻧﯽ و درﺻﺪ ﻧﺎرﺿﺎﯾﺘﯽ ﺑﺎﻟﺎﺗﺮ ﺑﻪ ﺧﺼﻮص در زﻣﯿﻨﻪ اﻣﮑﺎﻧﺎت و ﺗﺴﻬﯿﻠﺎت رﻓﺎﻫﯽ، ﺗﺨﺼﯿﺺ اﻣﮑﺎﻧﺎت رﻓﺎﻫﯽ ﺑﯿﺸﺘﺮ ﺑﻪ ﺑﯿﻤﺎران، ﺑﻬﺒﻮد ﺷﺮاﯾﻂ اﺗﺎقﻫﺎي ﺑﺴﺘﺮي و ﺗﺠﻬﯿﺰ ﺑﯿﻤﺎرﺳﺘﺎن از ﻣﻬﻤﺘﺮﯾﻦ ﻣﻮاردي اﺳﺖ ﮐﻪ ﻣﯽﺗﻮان ﺟﻬﺖ ﺟﻠﺐ رﺿﺎﯾﺖ ﺑﯿﻤﺎران ﺑﻪ آﻧﻬﺎ ﺗﻮﺟﻪ وﯾﮋه ﻣﺒﺬول داﺷﺖ.

Background and Aim: An efficient health care system can only fulfill its mission of ensuring the health of the community through the provision of desirable services. Access to patientschr('39') points of view as a reliable source can be considered for evaluating health services. The purpose of this study was to determine patientschr('39') satisfaction with services provided in a Military Hospital. Methods: In this cross-sectional study, 230 patients who were discharged from a military hospital were selected by convenience sampling method in 2019. The data collection tool was a patient satisfaction questionnaire that its validity and reliability were confirmed. The questionnaire assessed patient satisfaction in two health-care sections with 21 questions and three dimensions of hygiene, nursing and physician services, and non-healthcare with 27 questions and six dimensions of admission services, staff treatment, nutrition, welfare and facilities, religious issues and discharge services. Results: Overall, patientschr('39') satisfaction in the medical and non-medical wards was 81.05% and 78.58%, respectively. Satisfaction in health care services and nurses (excellent satisfaction) was higher than the satisfaction of physicians (good satisfaction) and in non-healthcare services, the highest level of satisfaction was observed in the admission services (excellent) and welfare services had the lowest satisfaction (Good Satisfaction). Among demographic variables, only patient age had a statistically significant relationship with satisfaction (P =0.03). Other demographic variables such as gender, marital status, type of hospitalization and type of insurance had no significant relationship with satisfaction (P =0.23). Conclusion: Considering the higher patient satisfaction with medical services than non-medical services and higher dissatisfaction rates especially in the welfare services and facilities, the allocation of more welfare facilities to patients, improvement of hospital conditions and equipping of the hospital are the most important issues.