Internal Medicine Today

fa اثرات ابعاد چندگانه کیفیت خدمات بیمارستان بر رضایت بیماران: آزمون مدل سروکوال Effects of the Multiple Dimensions of Hospital Services Quality on Patients Satisfaction: SERVQUAL Model Testing بهداشت روان Mental Health پژوهشی Original <span lang="FA" style="font-family: Mitra; font-size: 11pt; mso-fareast-font-family: "Adobe Song Std L"; mso-ansi-font-size: 10.0pt; mso-ascii-font-family: Cambria; mso-hansi-font-family: Cambria; mso-bidi-language: FA;">اهداف: بیمارستانها به دنبال جلب حداکثری رضایت بیماران هستند. هدف این پژوهش، بررسی وضعیت کیفیت خدمات بیمارستان دولتی گناباد و شکاف بین وضع موجود و مطلوب در ارایه خدمات ب<span lang="FA" style="font-family: Mitra; font-size: 11pt; mso-fareast-font-family: "Adobe Song Std L"; mso-ansi-font-size: 10.0pt; mso-ascii-font-family: Cambria; mso-hansi-font-family: Cambria; mso-bidi-language: FA;">ود. ابزار و روش‌ها: <span lang="FA" style="font-family: Mitra; font-size: 11pt; mso-fareast-font-family: "Adobe Song Std L"; mso-ansi-font-size: 10.0pt; mso-ascii-font-family: Cambria; mso-hansi-font-family: Cambria; mso-bidi-language: FA;">این پژوهش پیمایشی- تحلیلی<span lang="AR-SA" style="font-family: Mitra; font-size: 11pt; mso-fareast-font-family: "Adobe Song Std L"; mso-ansi-font-size: 10.0pt; mso-ascii-font-family: Cambria; mso-hansi-font-family: Cambria; mso-bidi-language: FA;"> [18] در بیماران بیمارستان <span lang="FA" style="font-family: Mitra; font-size: 11pt; mso-fareast-font-family: "Adobe Song Std L"; mso-ansi-font-size: 10.0pt; mso-ascii-font-family: Cambria; mso-hansi-font-family: Cambria; mso-bidi-language: FA;">22 بهمن شهرستان گناباد که در بازه زمانی دوم تا بیست‌ودوم تیر 1393 به بیمارستان مراجعه نموده و بستری شده بودند، انجام شد و 154 نفر به روش نمونه‌گیری در دسترس به مطالعه وارد شدند. <span lang="FA" style="font-family: Mitra; font-size: 11pt; mso-fareast-font-family: "Adobe Song Std L"; mso-ansi-font-size: 10.0pt; mso-ascii-font-family: Cambria; mso-hansi-font-family: Cambria; mso-bidi-language: FA;">برای جمع‌آوری داده‌ها از پرسش‌نامه 2 بخشی شامل مشخصات فردی و ابعاد کیفیت خدمات بیمارستان و رضایت استفاده شد. تجزیه و تحلیل با استفاده از<span lang="FA" style="font-family: Mitra; font-size: 11pt; mso-fareast-font-family: "Adobe Song Std L"; mso-ansi-font-size: 10.0pt; mso-ascii-font-family: Cambria; mso-hansi-font-family: Cambria; mso-bidi-language: FA;"> آزمون‌های همبستگی پیرسون، T<span lang="FA" style="font-family: Mitra; font-size: 11pt; mso-fareast-font-family: "Adobe Song Std L"; mso-ansi-font-size: 10.0pt; mso-ascii-font-family: Cambria; mso-hansi-font-family: Cambria; mso-bidi-language: FA;"> و رگرسیون چندگانه در قالب نرم‌افزار SPSS 20<span lang="FA" style="font-family: Mitra; font-size: 11pt; mso-fareast-font-family: "Adobe Song Std L"; mso-ansi-font-size: 10.0pt; mso-ascii-font-family: Cambria; mso-hansi-font-family: Cambria; mso-bidi-language: FA;"> انجام شد. یافتهها: <span lang="FA" style="font-family: Mitra; font-size: 11pt; mso-fareast-font-family: "Adobe Song Std L"; mso-ansi-font-size: 10.0pt; mso-ascii-font-family: Cambria; mso-hansi-font-family: Cambria; mso-bidi-language: FA;">بالاترین میزان همبستگی مربوط به رابطه بین متغیر رضایت و وفاداری و کمترین میزان همبستگی بین متغیرهای امکانات فیزیکی و پاسخگویی بود. بیشترین شکاف بین وضعیت موجود و مورد انتظار، در بُعد اعتماد (52/31-=t<span lang="FA" style="font-family: Mitra; font-size: 11pt; mso-fareast-font-family: "Adobe Song Std L"; mso-ansi-font-size: 10.0pt; mso-ascii-font-family: Cambria; mso-hansi-font-family: Cambria; mso-bidi-language: FA;">؛ 001/0=p<span lang="FA" style="font-family: Mitra; font-size: 11pt; mso-fareast-font-family: "Adobe Song Std L"; mso-ansi-font-size: 10.0pt; mso-ascii-font-family: Cambria; mso-hansi-font-family: Cambria; mso-bidi-language: FA;">)، و پس از آن به‌ترتیب در ابعاد همدلی (17/30-=t<span lang="FA" style="font-family: Mitra; font-size: 11pt; mso-fareast-font-family: "Adobe Song Std L"; mso-ansi-font-size: 10.0pt; mso-ascii-font-family: Cambria; mso-hansi-font-family: Cambria; mso-bidi-language: FA;">؛ 001/0=p<span lang="FA" style="font-family: Mitra; font-size: 11pt; mso-fareast-font-family: "Adobe Song Std L"; mso-ansi-font-size: 10.0pt; mso-ascii-font-family: Cambria; mso-hansi-font-family: Cambria; mso-bidi-language: FA;">)، امکانات فیزیکی (87/27-=t<span lang="FA" style="font-family: Mitra; font-size: 11pt; mso-fareast-font-family: "Adobe Song Std L"; mso-ansi-font-size: 10.0pt; mso-ascii-font-family: Cambria; mso-hansi-font-family: Cambria; mso-bidi-language: FA;">؛ 001/0=p<span lang="FA" style="font-family: Mitra; font-size: 11pt; mso-fareast-font-family: "Adobe Song Std L"; mso-ansi-font-size: 10.0pt; mso-ascii-font-family: Cambria; mso-hansi-font-family: Cambria; mso-bidi-language: FA;">)، وفاداری (87/27-=t<span lang="FA" style="font-family: Mitra; font-size: 11pt; mso-fareast-font-family: "Adobe Song Std L"; mso-ansi-font-size: 10.0pt; mso-ascii-font-family: Cambria; mso-hansi-font-family: Cambria; mso-bidi-language: FA;">؛ 001/0=p<span lang="FA" style="font-family: Mitra; font-size: 11pt; mso-fareast-font-family: "Adobe Song Std L"; mso-ansi-font-size: 10.0pt; mso-ascii-font-family: Cambria; mso-hansi-font-family: Cambria; mso-bidi-language: FA;">)، پاسخگویی (87/27-=t<span lang="FA" style="font-family: Mitra; font-size: 11pt; mso-fareast-font-family: "Adobe Song Std L"; mso-ansi-font-size: 10.0pt; mso-ascii-font-family: Cambria; mso-hansi-font-family: Cambria; mso-bidi-language: FA;">؛ 009/0=p<span lang="FA" style="font-family: Mitra; font-size: 11pt; mso-fareast-font-family: "Adobe Song Std L"; mso-ansi-font-size: 10.0pt; mso-ascii-font-family: Cambria; mso-hansi-font-family: Cambria; mso-bidi-language: FA;">)، حسن نیت (94/27-=t<span lang="FA" style="font-family: Mitra; font-size: 11pt; mso-fareast-font-family: "Adobe Song Std L"; mso-ansi-font-size: 10.0pt; mso-ascii-font-family: Cambria; mso-hansi-font-family: Cambria; mso-bidi-language: FA;">؛ 001/0=p<span lang="FA" style="font-family: Mitra; font-size: 11pt; mso-fareast-font-family: "Adobe Song Std L"; mso-ansi-font-size: 10.0pt; mso-ascii-font-family: Cambria; mso-hansi-font-family: Cambria; mso-bidi-language: FA;">) و قابلیت اطمینان (31/17-=t<span lang="FA" style="font-family: Mitra; font-size: 11pt; mso-fareast-font-family: "Adobe Song Std L"; mso-ansi-font-size: 10.0pt; mso-ascii-font-family: Cambria; mso-hansi-font-family: Cambria; mso-bidi-language: FA;">؛ 001/0=p<span lang="FA" style="font-family: Mitra; font-size: 11pt; mso-fareast-font-family: "Adobe Song Std L"; mso-ansi-font-size: 10.0pt; mso-ascii-font-family: Cambria; mso-hansi-font-family: Cambria; mso-bidi-language: FA;">) بود. متغیر رضایت بیماران به میزان 5/18% توسط حسن نیت، 6/18% توسط امکانات فیزیکی، 6/14% توسط اعتماد و 0/47% توسط وفاداری تبیین می‌شود. <span lang="FA" style="font-family: Mitra; font-size: 11pt; mso-fareast-font-family: "Adobe Song Std L"; mso-ansi-font-size: 10.0pt; mso-ascii-font-family: Cambria; mso-hansi-font-family: Cambria; mso-bidi-language: FA;">نتیجهگیری:<span lang="FA" style="font-family: Mitra; font-size: 11pt; mso-fareast-font-family: "Adobe Song Std L"; mso-ansi-font-size: 10.0pt; mso-ascii-font-family: Cambria; mso-hansi-font-family: Cambria; mso-bidi-language: FA;"> بین وضع موجود و وضع مورد انتظار بیماران در کلیه ابعاد مورد بررسی در بیمارستان 22 بهمن گناباد شکاف وجود دارد. Aims: One of the goals of the hospitals is patients’ maximum satisfaction. The aim of this study was to investigate the quality of the services provided by the state hospital of Gonabad, as well as the gap between the current and the desired situations in providing the services. Instrument & Methods: In the survey analytic study, patients, hospitalized in 22 Bahman Hospital of Gonabad during 20 days in June and July 2014, were studied. 154 patients were selected via available sampling. Data was collected using a bisection questionnaire including personal characteristics and the aspects of the quality of the services provided by the hospital and satisfaction. Data was analyzed by SPSS 20 software using Pearson correlation coefficient, T, and multiple regression tests. Findings: The highest and the lowest correlations were between satisfaction and loyalty and physical equipment and responsibility, respectively. The deepest gap between the current and the desired situations was in trust (p=0.001; t=-31.52); and in succession, the gap was in sympathy (p=0.001; t=-30.17), physical equipment (p=0.001; t=-27.87), loyalty (p=0.001; t=-27.87), responsibility (p=0.009; t=-27.87), good will (p=0.001; t=-27.94), and reliability (p=0.001; t=-17.31). Good will, physical equipment, trust, and loyalty explained 18.5%, 18.6%, 14.6%, and 47.0% of the patients’ satisfaction variable, respectively.  Conclusion: There is a gap between the current and the patients’ desired situations in all the aspects in 22 Bahman Hospital of Gonabad. رضایت بیمار, کیفیت مراقبت‌های بهداشتی, بیمارستان atient’s Satisfaction, Quality of Health Care, Hospital 50 57 http://imtj.gmu.ac.ir/browse.php?a_code=A-10-2157-1&slc_lang=fa&sid=1 fatemeh dadmand فاطمه دادمند dadmandfa@yahoo.com 8000319475328460020005 8000319475328460020005 Yes Management Department, Humanities Faculty, Gonabad Branch, Payam-e-Noor University, Gonabad, Iran گروه مدیریت، دانشکده علوم انسانی، واحد گناباد، دانشگاه پیام نور، گناباد، ایران