Determining the elderly’s level of satisfaction with the provided services in select NAJA hospital and providing solutions to improve it

Elderly satisfaction is considered as a tool to measure the productivity and effectiveness of hospital services. Any decision and planning in relation to the elderly, requires accurate knowledge and based on objective and scientific observations of their problems. The aim of this study was to determine the status of geriatric services in two NAJA selected hospitals.

This was an applied study, in terms of purpose, and a mixed exploratory study, in terms of data, using unstructured in-depth interviews (qualitative part) and a questionnaire with five-point Likert scale (after evaluating validity and reliability (quantitative part)). To determine the level of satisfaction and problems, from 300 elderly clients of two NAJA hospitals in Tehran city, were performed between February 21, 2019 and November 22, 2019.

The results showed that the level of satisfaction was with physicians (90%), emergency (75.6%), para clinic (83%). Also, the most mentioned problems of the clients regarding the costs (10.7%), such as the free cost of some drugs (5.7%), the problem of absentee appointments (10.2%), the high volume of clients (6.4%), the problems of parking space (6%). The solutions provided by clients were insurance expansion and supplementary insurance (17.5%), work conscience (13.4%) and disease prevention services (12.4%), and dental expansion (8.2%). Quantitative analysis showed the favorable condition in terms of employee satisfaction and the need for measures to control costs, expand insurance services, NAJA and hospital services.

Different parts of hospital according to the percentage and analysis, have acceptable situation but there are defects about equipment, electronic services, staff encounter and the aging services community system in NAJA hospitals, despite of being at the suitable therapeutic level, need to serious practical actions to increase the level of satisfaction.