Personnel and patients satisfaction as a measure of service quality measurement

The ultimate goal of health care systems is to deliver scientific and practical care to patients and their families and to make them satisfied of the services. Regarding the importance of patients and families satisfaction, this research was designed to determine personnel and patients satisfaction in Jahrom Motahari hospital in 2005 and 2007. In this cross-sectional study, purposeive sampling was done one month in 2005 and also one month in 2007. The sample in each year was consisting personnel (136) and patients with minimum 4 days hospitalization (198). A questionnaire made by researcher was used to gather data. Face and content validity and reliability of the questionnaire were established. Data were analyzed using SPSS software. Total personnel satisfaction in 2007 had 2.94% increases when compared with that of 2005, but, remained in moderate level. The findings showed a statistically significant positive relationship between years of work and job satisfaction. Total patient satisfaction in 2007 (98.99 %) had 8.09% increases relative to 2005 (90.9%). A statistically significant relationship was seen between patients gender and their trust to personnel (p≤0.05), meaning that female patients had more trust to nurses and physicians than male patients. There was a statistically significant negative relationship between patient's level of education and satisfaction (p≤0.05). Albeit patients and personnel satisfaction had an incremental trend, this increase was not enogh. Hospitals should make a holistic plan for quality assurance of services.