رضا المستفيدين من الخدمات الصحية المقدمة في أقسام الاستقبال والطوارئ في مستشفى الشفاء بغزة

أبو ندى, غادة (2016) رضا المستفيدين من الخدمات الصحية المقدمة في أقسام الاستقبال والطوارئ في مستشفى الشفاء بغزة. Masters thesis, الاكاديمية.

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Abstract

Health care organizations are operating in an extremely competitive environment; in which client satisfaction deemed to be one of the important factors which determine the success of any health care facility. The aim of the study: the study aimed to know clients' level of satisfaction for health care services provided in Emergency Departments (EDs) at Shifa Hospital. The study method: the study was non-experimental descriptive cross-sectional included five hundred participants who were recruited in a convenient way from patients attended EDs between July 01, 2015 to December 31, 2015. Data were collected throughout face to face structured interviews to collect data from participants and using self-administered questionnaire which has a high face content validity (all correlation coefficients ranged between 0.60-0.92); and reliability (Cronbach's alpha reliability= 0.907). Independent sample T-Test and One-Way ANOVA were used to investigate the relationships between the total and sub-total scores of satisfaction level. The study results: The study results showed that the overall mean percentage of satisfaction was 70.8%, which reflects a positive attitude toward ED services at - Shifa hospital. The highest rate was observed in the Technical Quality domain (71.4%) and the lowest rates were observed in the Convenience, Responsiveness and General Impression, lake of drug (64.8 – 41.0) meaning there is bad need for improvement. Most clients reported problems such as long waiting time, lack of medication, lack of clean water for drinking, lack of comfortable beds and setting areas, shortage of medical workforces such as doctors, nurses, and specialists. Conclusion and recommendations: The researcher concluded that client’s satisfaction has influenced significantly by a number of modifiable behavioral and environmental factors and recommended training course for the staff working in EDs to enhance the technical and communication skills as well as, developing the physical environment of ED including the waiting time and provision of essential drugs is needed to enhance the clients' satisfaction level. Key-words:Satisfaction, Client, Emergency Department, Shifa Hospital.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > H Social Sciences (General)
Depositing User: أ. طارق زياد عبد حنونة
Date Deposited: 02 Mar 2021 07:44
Last Modified: 02 Mar 2021 07:44
URI: http://scholar.alaqsa.edu.ps/id/eprint/4420

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