EVALUATING SATISFACTION LEVEL AMONG IN-PATIENTS ABOUT THE HEALTH SYSTEM EVOLUTION PROGRAM IN AFFILIATED HOSPITALS OF URMIA UNIVERSITY OF MEDICAL SCIENCES

Patient's dissatisfaction and disregarding their opinions can affect their recovery and desired medical outcomes. The Health System Evolution Program (HSEP), in eight steps, is going to respond the requests from government to vulnerable stratums which are based on steps including: declaration of the basics, measures and health perspectives, analyzing the vital procedures (social, economic, technological, political, and environmental) and their threats, and diagnosing existing advantages and disadvantages. In order to evaluate the rate of in-patient satisfaction during HSEP deployment in affiliated hospitals of UMSU, this study has been done in three steps: lowering the cost rates, promoting the quality of medical and nursing services, and improving the quality of hosting.
The current study is a descriptive-cross sectional targeting assessment in-patient satisfaction during HSEP deployment in affiliated hospitals of UMSU. The numbers of samples were 414 patients which were discharged from hospital 48 hours ago by doctor's order. They were randomly selected and were included in study, according to entrance criteria as well as hospitalization ration of hospitals. Their satisfaction was evaluated by a standard questionnaire with 57 questions and five-part Likert spectrum. Data were analyzed by SPSS 16 through descriptive and analytic tests. The p-value less than 0.5 were considered as significant amount.
Satisfaction level of hospitalized patients was: medical services (83.6%), nursing services (85.7%), and hosting services (51.2%). One-way variance analysis showed that the satisfaction levels of patients in Imam, Motahari, Taleqani and Seyyedoshohada Hospitals about medical services were not significantly different (P=0.957). Meanwhile the rate satisfaction about nursing services was significantly different among four above mentioned hospitals (P=0.003). A statistically significant difference of satisfaction level was observed in hosting services among the understudied hospitals (P=0.033). The average satisfaction level about hosting services was lower in Motahari hospital compared to Imam and Seyyedoshohada ones; but no significant difference was observed between Motahari and Taleqani hospitals (P=0.024, P=0.008).
Despite fundamental evolution in medical services delivered to in-patients and increasing personnel income, providing facilities and instruments in state hospitals, there are some affective deficiencies in different working areas. It is necessary to increase the interaction between medical or service personnel and patients through implementing educational and explanatory programs. In hosting area regarding the dissatisfaction of patients, more efforts and management planning are necessary to enhance physical status quality and create facilities for patients and their companions.