Patient's Satisfaction Level from Services Provided in Sari Tooba Clinic and Associated Factors Using Hotelling's T2

Background and Satisfaction is an important indicator in measuring the quality of services. Improving the quality of services provided in subspecialized clinics requires an appropriate understanding of the situation and the problems that different sectors are faced with. This study aimed to determine the patients’ satisfaction level from services provided in Sari Tooba Clinic and associated factors using Hotelling's T2. This analytical cross-sectional study was performed in 603 patients attending Sari Tooba clinic in 2015. The research instrument was a researcher-made questionnaire. The reliability and validity of the questionnaire was determined. Data analysis was conducted in SPSS V.20. The overall levels of satisfaction were found to be poor (20%), moderate (27%), and good (52%). No significant relationship was found between patients’ satisfaction levels and place of residence, insurance, marital status, and age. Among five investigated dimensions, the patients were only satisfied with physicians and demonstrated significantly poor levels of satisfaction in other dimensions. The services provided to patients in Sari Tooba clinic was found to be relatively satisfactory, however, in the pharmacy (waiting time) and amenities (quiet area) high levels of dissatisfaction were observed. Therefore, more measurements should be taken to make a more relaxed environment. Also, increasing the number of staff in pharmacy could shorten the waiting time, thus increasing patients’ satisfaction.