Patients’ satisfaction with hospital services after the implementation of health sector evolution plan in Iran: a case study of educational hospitals affiliated to Kermanshah University of Medical Sciences

Background &

Nowadays, one of the most important indicators in evaluating the performance of hospital services is the satisfaction of patients with the provided services. The purpose of this study was to evaluate patients' satisfaction with hospital services after health evolution plan in hospitals affiliated to Kermanshah University of Medical Sciences.

This descriptive and cross-sectional study was conducted in 2017. The statistical population consisted of hospitalized patients with hospital stay of more than 2 days in 7 educational hospitals. The required information was collected from 980 patients through “the questionnaire of Iran national institute of health research about patients’ satisfaction with inpatient services ". Data analysis was performed with Stata software version 14.

Approximately 92% of patients were satisfied with the admission process in public hospitals. More than 84% of hospitalized patients rated the quality of hospital welfare services as appropriate. Also, 35.5% and 54.1% of the patients were satisfied with the behaviors of physicians and nurses and their responsiveness to their needs. More than 70% of the patients were satisfied with the amount of coinsurance payment after the implementation of health evolution plan. Many of the patients were dissatisfied with the process of complaints.

The overall satisfaction level of the services offered by hospitals affiliated to Kermanshah university of Medical Sciences after the implementation of the health sector evolution plan is desirable and acceptable. Given the patient's dissatisfaction with the process of complaints in hospitals, it is necessary to design and perform related programs to facilitate this process.