تقييم واقع جودة الخدمات المقدمة في المؤسسات الصحية : دراسة استطلاعية لآراء عينة من العاملين في دائرة صحة صلاح الدين

Abstract EN

The aim of the research is to identify the level of quality of actual services perceived by workers at Salah Al-Din General Hospital in Tikrit city.

To find out that there are differences in their responses depending on the variables (gender, age, academic qualification, number of years of service) and the research community is consists of doctors working in General Salah Al-Din Hospital.

The sample included 94 doctors out of 136 doctors, i.

e.

70% of the general population in the research community.

The researchers used the descriptive approach and the SERVPERF scale to measure the quality of perceived and actual services.

The questionnaire consisted of 27 items divided into five areas, namely the dimensions of quality (Tangibility, Reliability Responsiveness, Safety, Empathy).

In addition to general information.

The results showed that the responses of the research sample towards measuring the quality of actual and perceived services by workers, it was moderate in the first and second dimensions and high in the other three dimensions.

There were found statistically significant differences in some paragraphs that are attributed to the gender variable, in addition to some significant differences attributed to experience and achievement.

The research presented a set of recommendations, including working on providing hospital supplies, whether it was from modern devices or equipment, providing work requirements with an electronic archiving system, and training workers to use the computer in organizing patient reviews.

And urging the management to work on overcoming the difficulties faced by workers and auditors in their arrival to the hospital