THE IMPACT OF QUALITY MANAGEMENT ON PATIENT SATISFACTION IN A HOSPITAL: BRIEF REPORT

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MOSADEGHRAD ALI MOHAMMAD; ASHRAFI ENSIEH

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Journal: TEHRAN UNIVERSITY MEDICAL JOURNAL (TUMJ) Year:2017 | Volume:75 | Issue:3 Page(s): 228-234

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Title

THE IMPACT OF QUALITY MANAGEMENT ON PATIENT SATISFACTION IN A HOSPITAL: BRIEF REPORT

Author(s)

MOSADEGHRAD ALI MOHAMMAD | ASHRAFI ENSIEH | Issue Writer Certificate

Keywords

HOSPITALQ2

PATIENT SATISFACTIONQ2

QUALITY IMPROVEMENTQ2

QUALITY MANAGEMENTQ1

RESPIRATORY CARE UNITSQ1

Abstract

Background: PATIENT SATISFACTION is an important indicator of healthcare quality and effectiveness. QUALITY MANAGEMENT as an organizational strategy enhances the quality of HOSPITAL services through continuously improving HOSPITAL structures and processes.This study aimed to examine the impact of QUALITY MANAGEMENT on PATIENT SATISFACTION.Methods: A participatory action research was conducted in respiratory intensive care unit, at Labafinejad HOSPITAL, Tehran, Iran, in 2013. A QUALITY IMPROVEMENT team was established. Operational processes were improved using a QUALITY MANAGEMENT model.The QUALITY IMPROVEMENT team standardized processes, identified quality goals for the processes and improved them until achieved quality goals. Patients’ satisfaction data was collected before and after the intervention using a valid and reliable questionnaire.Results: Patients’ satisfaction was 75 percent at the beginning of the study. Patients were mostly dissatisfied with the nutrition services, amenities, lack of attention to their personal needs and lack of involving them in their treatment processes. An action plan was developed for improving PATIENT SATISFACTION. After the QUALITY MANAGEMENT intervention, PATIENT SATISFACTION reached to 81 percent at the end of this study. The QUALITY MANAGEMENT model improved the quality of services by 54.5 percent and consequently increased PATIENT SATISFACTION by 7.2 percent. Almost half of the patients at the beginning of this study were definitely willing to recommend the HOSPITAL to their friends and relatives. This figure increased to 76 percent. The rest of patients stated that they may recommend the HOSPITAL to others.Conclusion: Implementing an appropriate QUALITY MANAGEMENT model appropriately in a supportive environment helps improve the quality of services and enhance PATIENT SATISFACTION and loyalty.

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APA: Copy

MOSADEGHRAD, ALI MOHAMMAD, & ASHRAFI, ENSIEH. (2017). THE IMPACT OF QUALITY MANAGEMENT ON PATIENT SATISFACTION IN A HOSPITAL: BRIEF REPORT. TEHRAN UNIVERSITY MEDICAL JOURNAL (TUMJ), 75(3), 228-234. SID. https://sid.ir/paper/39039/en

Vancouver: Copy

MOSADEGHRAD ALI MOHAMMAD, ASHRAFI ENSIEH. THE IMPACT OF QUALITY MANAGEMENT ON PATIENT SATISFACTION IN A HOSPITAL: BRIEF REPORT. TEHRAN UNIVERSITY MEDICAL JOURNAL (TUMJ)[Internet]. 2017;75(3):228-234. Available from: https://sid.ir/paper/39039/en

IEEE: Copy

ALI MOHAMMAD MOSADEGHRAD, and ENSIEH ASHRAFI, “THE IMPACT OF QUALITY MANAGEMENT ON PATIENT SATISFACTION IN A HOSPITAL: BRIEF REPORT,” TEHRAN UNIVERSITY MEDICAL JOURNAL (TUMJ), vol. 75, no. 3, pp. 228–234, 2017, [Online]. Available: https://sid.ir/paper/39039/en

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