أثر تطبيق أبعاد جودة الخدمات في نتائج المرضى : دراسة ميدانية على مراكز الرعاية الصحية الأولية في الأردن

الملخص EN

This study is based on primary health care centers as a major health care provider within the health service sector in Jordan.

The study concentrated upon the application of quality dimensions in primary health care centers.

Also, the study aimed at identifying attitudes of diabetic patients at the primary health care centers towards applying the quality dimensions of health services, and towards its impact on their results.

This study was conducted in the Central Laboratory (Ministry of Health), using both quantitative and qualitative research and included (340) patients.

Data were collected through a questionnaire, interviews and annual report of the MOH.

Descriptive and inferential statistics were utilized to analyze data from questionnaires.

The quantitative findings revealed that the primary health care centers apply quality service dimensions at acceptable levels.

Study results indicated that the level of patients’ satisfaction and health results are acceptable and there is a direct positive impact of the levels of the application of total quality service dimensions on the patient satisfaction and health results.

The qualitative finding indicated that the primary health care centers need to overcome a range of difficulties associated with the application of quality dimensions of health services.

The study concludes with recommendations to the primary health care centers of Jordan; in order to get rid of the negative aspects, improve the experience of the application of quality service dimensions, and patients’ satisfaction.