[Clients and beneficiaries satisfaction and its effective factors in clients and visitors in physiotherapy section of red crescent society of Hamedan]

ABSTRACT

Nowadays, it is believed that customer-oriented culture should be considered as a main program in organizations. Thus, this paper aims to study the satisfaction and its effective factors among clients and beneficiaries at physiotherapy section of Red Crescent society of Hamedan Township. In this applied survey research, data was collected by the researcher-made questionnaire. About 210 clients and beneficiaries of physiotherapy section were chosen in 2010; then 66 persons were selected and studied based on Cochran formula. The results show that complete satisfaction of respondents was above average in terms of gender, education and age [over 3 with criterion of 5]; however, there was a meaningful relationship between clients' satisfaction with participation in care process, the efficiency of rehabilitation equipment, regulations and discipline in dealing with clients, persistence, seriousness and enthusiasm in offering services to the clients and also the center self directed in providing services. According to the results, the mangers should attempt to improve beneficiaries and clients satisfaction with their participation in some activities including healing process, improvement of rehabilitation equipment quality, providing timely services, observing regulations and discipline in dealing with clients, having the emotional relationship with patients