تقييم مستوى الخدمة العمومية الصحية باستخدام نموذج RATER : دراسة تطبيقية بمصلحة الاستعجالات لمستشفي مسلم الطيب بمعسكر

الملخص EN

The RATER model for quality of service is one of the most famous models used to measure quality in health services.

The model consists of five main dimensions (Tangibility, Reliability, Responsivness, Assurance, Empathy) adapted to the context of health services and expressed in 22 variables related mainly in the previous dimensions, which translate the various aspects of the service provided.

The aim of this study is to measure the quality of the public health service provided by Emergencies department of MESLEM TAYEB Hospital of MASCARA by assessing the gap between perceptions and expectations of the service provided.

The results show a negative gap for the five dimensions of the model.

Expectations are relatively mild and are related to emotional estimates, while perceptions are related to the assessment of tangible factors and the effectiveness of the staff.

The pressure of patients on the service highlights the importance of people coming directly from neighboring areas who prefer to go directly to the hospital in the main city of the state of Mascara.

The development of basic health services provided is directly linked to the development of these services in other hospitals structures in the WILAYA of MASCARA, and the current pressure requires an increase in physical and human structures.