العوامل المؤثرة في مدى رضا المرضى عن الخدمات الصحية : دراسة حالة

Abstract EN

There is a growing interest in the importance of customer satisfaction and service recipients as a major goal in the treatment and there are multiple concepts for the satisfaction of service recipients, which can be defined as a state of satisfaction and acceptance of customer service provided to him, which is generally dependent on a number of psychological and physical variables that have inverse strong returns in stimulating the immune system I have patients enabling them to respond rapidly to the recommended treatment and perhaps the most important factors that positively affect the psychological state of the patient as his surrounding environment in terms of the place and the service provider and the method of dealing.

the problem of the study in the following point 1.

the lack of knowledge of aspects of excellence and deficiencies in the service provided to the patients attending the center.

2.

the lack of knowledge of the factors and determinants affecting the measurement of the extent of satisfaction with the service provided to patients.

3.

the lack of knowledge of the differences between the characteristics of the undecided and the extent of satisfaction with the service provided.

the overall objective of the research to identify the development of methods and improve the quality of medical services provided to patients, while represented sub-goals to research in identifying aspects of excellence and deficiencies in the service provided to the reluctant to the center, to identify the factors influencing the measurement of the extent of satisfaction with the service provided to the reluctant, to know the extent of satisfaction service recipients, and try to build a model to predict the satisfaction undecided (as a dependent variable) through the independent variables affecting this group in the degree of satisfaction.

due to the lack of data to measure the extent of satisfaction of service recipients, so there was a need to conduct field research to measure the extent of satisfaction, has been followed in conducting field research to determine the research community which is represented in patients attending the center of radiation oncology and nuclear medicine hospitals in Ain Shams university, has been selected multi-stage random sample of 360 single, and designed for research form the questionnaire, which included a series of questions, which is believed that it will meet the purpose of the research and achieve its objectives.

the most important results ; identifying a relationship between the background characteristics of the undecided and their views on the terms of satisfaction with the service results showed that the level of education, marital status and educational status linked to the views of the undecided about satisfaction with phrases from the center, while age groups and gender have nothing to do, and studying the gap cognitive show no difference significant in the average the degree of satisfaction between the views of the service providers and the undecided at 95% confidence level, as well as logistic regression analysis showed that there are five binary variables influential in the case of a consent (educational status-paid work-understand what the doctor says-categories of the number of times the annual visit-period waiting), also showed that the variable obtain remuneration from Lackner variables influence in the case of satisfaction undecided on the service, followed by a variable understanding of the undecided to the words of the service provider as well as the waiting period and finally educational level and the number of visits, and conduct quality testing classification model results showed that the model class undecided by the extent of satisfaction with service rated true by 74.2% .

have highlighted the results of some recommendations, which, among them : to increase the possibilities of human and material represented in the establishment of specialized centers and with specialization in all the governorates of Egypt, to emphasize the importance of periodic system and an actor to get to know the views of patients about the overall service they receive status, and their expectations and measuring the gap cognitive and the shortcomings of the service.