Patient's Satisfaction from Hospital staff Communication: a Case Study in Sina Hospital

Communication with patients has a vital role in nursing and medical profession that health care planning is depending on it. Patient relationship management is an approach with a view of organizational and strategic change process which an organization attempt to achieve patients satisfaction. This study was performed to evaluate patients’ satisfaction with hospital staff’ manners with them in Sina hospital affiliated by Tehran university of medical science in year 2010. In this analytical-descriptive cross-sectional study a sample of 100 patients were selected through simple random method that consisted of the patients being discharged from Sina hospital during a 15-day period. The patients were interviewed at discharge time. The data were gathered using a valid questionnaire which was approved by the experts in this field by 57 questions. SPSS 19 software is used for statistical analysis of data’s. To determine the association between each variable and satisfaction status Fisher test and T test analyses were carried out. patients’ satisfaction with hospital services concerning medical، nursing، paraclinical and discharge services، selection and Patients’ general satisfaction with hospital services were in general، 13. 2، 45، 20. 1، 7. 6 and 2. 8 % were quiet satisfied، satisfied، rather satisfied and quiet dissatisfied respectively. The results showed that there was a significant statistical relation between the age of the patients and the degree of their satisfaction with the nursing staff treatment (p = 0. 012) and that of service staff (p = 0. 009). In order to increase patient satisfaction with hospital services، should improve hospital services. Also، using a model based on patient relationship management، in order to increase patient satisfaction seems to be essential in hospitals