The survey of the Patients' Satisfaction with Services provided in a Naval Hospital in 2019: A Cross-sectional Study

In the planning and evaluation of hospital services, patient satisfaction is an important indicator of the quality of health care that is repeatedly used. The purpose of the current study was to determine the level of hospitalized patients' satisfaction with the services provided in a Navy hospital.

This cross-sectional study was performed on 234 patients who were discharged from one of the Navy hospitals in Tehran, Iran in 2019. The data gathering tool was a patient satisfaction questionnaire designed and validated by the experts. The questionnaire assessed patient satisfaction in two parts: medical care services; physicians and nurses, health and hygiene services, and non-medical services including nutritional status, amenities, admission services, staff ethics, discharge, and religious observance. Data were analyzed using SPSS 20 software.

The mean and standard deviation of the age of patients were 45.4±12.2 years, 72.2% were male and 78.6% were married. The mean and standard deviation of the total score of patient satisfaction in medical care and non-medical services was 96.3±10.7 and 121.5±16.8, respectively. In the medical care services, the satisfaction from physicians and nurses was higher than satisfaction from hygiene services, and in the non-medical services, the highest level of satisfaction was observed in the reception and also welfare services had the lowest satisfaction level. The type of ward had a significant relationship with patient satisfaction (P<0.05). Other demographic data such as age, gender, marital status, hospitalization, and type of insurance were not significantly correlated with satisfaction level.

Given the higher satisfaction of patients with medical care services than non-medical services, a reconsidering of hospital management practices is needed to improve patient satisfaction in these services.