EVALUATING SATISFACTION LEVEL AMONG IN-PATIENTS ABOUT THE HEALTH SYSTEM EVOLUTION PROGRAM IN AFFILIATED HOSPITALS OF URMIA UNIVERSITY OF MEDICAL SCIENCES

Patients' dissatisfaction and disregarding their opinions can affect their recovery
and desired medical outcomes. The Health System Evolution Program (HSEP), in eight steps, is going
to respond the requests from government to vulnerable stratums which are based on steps including:
declaration of the basics, measures and health perspectives, analyzing the vital procedures (social,
economic, technological, political, and environmental) and their threats, and diagnosing existing
advantages and disadvantages. In order to evaluate the rate of in-patient satisfaction during HSEP
deployment in affiliated hospitals of UMSU, this study has been done in three steps: lowering the cost
rates, promoting the quality of medical and nursing services, and improving the quality of hosting .
Materials & Methods: The current study is a descriptive-cross sectional targeting assessment in-patient
satisfaction during HSEP deployment in affiliated hospitals of UMSU. The numbers of samples were
414 patients which were discharged from hospital 48 hours ago by doctors' order. They were randomly
selected and were included in study, according to entrance criteria as well as hospitalization ration of
hospitals. Their satisfaction was evaluated by a standard questionnaire with 57 questions and five-part
Likert spectrum. Data were analyzed by SPSS 16 through descriptive and analytic tests. The p-value
less than 0.5 were considered as significant amount.
Results: Satisfaction level of hospitalized patients was: medical services (83.6%), nursing services
(85.7%), and hosting services (51.2%). One-way variance analysis showed that the satisfaction levels
of patients in Imam, Motahari, Taleqani and Seyyedoshohada Hospitals about medical services were not
significantly different (P=0.957). Meanwhile the rate satisfaction about nursing services was
significantly different among four above mentioned hospitals (P=0.003). A statistically significant
difference of satisfaction level was observed in hosting services among the understudied hospitals
(P=0.033). The average satisfaction level about hosting services was lower in Motahari hospital
compared to Imam and Seyyedoshohada ones; but no significant difference was observed between
Motahari and Taleqani hospitals (P=0.024, P=0.008).
Conclusion: Despite fundamental evolution in medical services delivered to in-patients and increasing
personnel income, providing facilities and instruments in state hospitals, there are some affective
deficiencies in different working areas. It is necessary to increase the interaction between medical or
service personnel and patients through implementing educational and explanatory programs. In hosting
area regarding the dissatisfaction of patients, more efforts and management planning are necessary to
enhance physical status quality and create facilities for patients and their companions.