[Customer satisfaction measurement and quality improvement and efficiency in lmamreza hospital of Orumieh [IRH]]

ABSTRACT

Hospital is one of the most important centers for medical services and effectiveness and efficacy of their patients should be considered. Quality management focuses on customer opinions and realistic view for decision making. Measuring the patient's satisfaction enables managers for monitoring the improvement of their programs and planning for future. This study was conduct to evaluate patient's satisfaction process and its impact on quality improvement. A questionnaire has been used for measuring patient's satisfaction in IRE. Data were analyzed and plotted according to various departments. Data revealed increase the satisfaction about clothes and blanket cleanliness and their on time replacement [78.32% to 83.88%], Patients welfare and facilities [76.23% to 82.40%]. And in Para clinic wards were Waiting time for drug delivering in pharmacy [60.23% to 67.4%], Emergency department [73.99% to 82.75%], Reception unit [80.52% to 87.65%] Patients waiting time for discharge decreased from 3.30 hours to 30 minute that made customers satisfied. The patient satisfaction measurement promotes managers to improve process. Setting quality goals with patient's satisfaction measurement is being recommended for improvement processes