تقييم الأداء على وفق رضا الزبون ( المريض)‎ في المستشفيات الحكومية

الملخص EN

Studying the elements that affect patients satisfaction provides knowledge of the hospital s level of performance and achievement indicators and goals facing the challenge of competitors in health market from private hospitals, to develop its services and patients satisfaction.

( 200 ) patients the research sample was randomly selected, For the period from 15 / 5/ 2003 to 30 / 5/ 2003, the study deals with the relationship between two main variables patients satisfaction and hospital performance.

A questionnaire was prepared to this study, which requires opening a dialogue with the patients and facing different levels of the patient s suffering, feeling, fears and concerns.

and requires highly skill in empathy and communication with them.

Those questionnaires were performed on the calculations, checking the deviation and the standard, they were sorted in tables according to the administrative positions responsible for the deviations in quality of health care services.

each dimension being sorted through the gradation in an estimative and judgmental type, The percentage of patients satisfaction with the performance of Najaf General hospital ( 69, 8 % ) moderate degree, this is an indication that the patient s ambition, This indicator may be considered inappropriate for the hospital.

Therefore, the hospital administration to search for the causes of the decline in quality of health care services and the administrative positions responsible for this deviations, in addition to that mast study what influences and attracts the patients and creates satisfaction with them