The effect of automated telephone system on the satisfaction of client in the Imam Ali polyclinic

Patient's satisfaction is an important indicator to evaluate and measure the efficiency and quality of services provided to people in the health care system and treatment is one of the main priorities in the Ministry of Health. So, the aim of this study was to evaluate the effect of automated telephone system on the client satisfaction of Imam Ali polyclinic. This analytic cross- sectional study was conducted in Shahrekord Imam Ali specialty and subspecialty polyclinic in 2013. The standard satisfaction questionnaire was completed with participation of 700 patients. Data were analyzed using descriptive and inferential statistics with using SPSS 16. The mean score of patient's satisfaction in 2012 was 22.5±5.7 and in 2013 was 23.7 ± 6.3, whereas differences in 2 years indicate statistically significant in satisfaction of clients (P=0.002). Turning system indicators, the turning process, waiting room, clinic cleanliness, guards behaviors, acceptance and secretary behaviors, physician visit, privacy respecting and choice of clinic for a follow up visit, explained 78% of the total patient's satisfaction. Modification of processes of admitting such as turning is caused to increase patients’ satisfaction. So, regular and periodic evaluation of patient's satisfaction and providing operational programs to reduce their unsatisfaction can lead to improving the quality of health services.