أثر جودة الخدمات الصحية على رضا المرضى في المستشفيات الأهلية في محافظات غزة

Abstract EN

This study aimed at shedding a light of the impact of health services quality on patients’ satisfaction in non -governmental hospitals of Gaza Governorates.

The study population included all patients who received health services in non-governmental hospitals of Gaza Governorates on a monthly average basis totaling (35453).

The study sample was derived using stratified random sampling method, where (480) questionnaires were distributed and (404) of which were retrieved representing a response rate of (84%).

In order to achieve the study objectives, the descriptive analytical approach was adopted.

By this approach, the researchers attempted to describe the phenomenon of the study subject, analyze its data, and find out the cause and effect relationship of its components.

The study concluded that there was a relationship between the dimensions of health services quality and the required performance level.

However, the impact of that relationship’s strength differed from one dimension to another, but maintained the positive status at all indicators.

There was also a certain type of awareness and commitment among senior management and the working staff in reaching a quality level through achieving patients’ satisfaction.

In this regard, the impactful var iables in patients’ satisfaction were ranked according to their importance as follows: (empathy, assurance, responsiveness, reliability, and tangibility) respectively.

In light of the above results, the study recommended promoting the concept of general medical care including physical and psychological therapy of patients.

The therapeutic plan should not be limited to body treatment only, as several illnesses are likely to transform from psychological to physical.

Furthermore, attempts to provide all necessary medical specializations should be considered and put into effect through recruiting overseas doctors or benefiting from those who constantly come with delegations to visit Gaza and getting them involved in treatment operations.