قياس أبعاد جودة الخدمات الطبية المقدمة في المستشفيات الحكومية الأردنية من منظور المرضى و الموظفين

الملخص EN

The study aimed to measure quality dimensions of medical services provided in government hospitals in Jordan from a staff and patients perspective.

The population included (30) government hospitals in Jordan.

The study sampled patients and staff randomly selected from three hospitals in northern, central and southern Jordan.

A judgmental selective questionnaire was used to collect data.

(300) questionnaires were distributed to patients and (250) to staff.

The returned questionnaires were 90 percent, computational screening media and (t) analysis were used to test the hypotheses.

The study had many important findings including that hospital staffs respond that government hospitals apply medical service dimensions of reliability, tangibility, empathy, and safety taking into account that application varies among the five dimensions.

Patients’ assessment of the same dimensions is equally matched with regard to all dimensions except responsiveness and empathy.

The study revealed no differences in the dimensions of quality attributed to any of the demographic variables.

In the light of conclusions, the study made recommendations associated with the important indicators of quality dimensions: hospital administration need to show commitment to provide medical services to patients in a timely manner, give attention to patients’ problems, maintain medical records and confidentiality, and develop advanced appointment systems and advice patients of the same, provide patients waiting rooms with appropriate restrooms, provide employees with incentives and training courses, simplify provision of medical services procedures, and establish a unit for quality dimensions administration.