EXPLORING FACTORS AFFECTING ON QUALITY OF HEALTHCARE DELIVERY SERVICES IN A PEDIATRIC EMERGENCY WARD BASED ON NURSES PERCEPTION: FINDING FROM A QUALITATIVE STUDY

patients and their relatives are as customers of healthcare systems. Various
factors in health systems affect on their satisfaction. Due to importance of healthcare services in
emergency wards, the current study was designed to explore the meaning of quality and factors
affecting on that based on nurses perception in Shahid Motahari hospital in Urmia, Iran.
Materials & Methods: A qualitative study employing content analysis was performed. Purposive
sampling was used for participant selection. Seventeen face-to-face interview and one focus group
discussion with nurses who were well experienced in health care delivery was used for data collection.
Data saturation principles was used for collection.
Results: The findings of this study showed that based on nurses perception providing of physical
resources and using high technical medical devices as well as enough emergency ward space are
important factors for quality improvement in emergency department. The most important factors in
quality of healthcare delivery are personnel skills and their performance. Moreover, barriers related to
quality of emergency department were identified as a lack of enough emergency space, being
educational hospital, long time of healthcare services delivery, cultural aspects of member from public
and their perception about emergency services and laypeople crowding in emergency ward.
Conclusion: Findings from this study revealed that quality of emergency services can be improved by
providing physical resources, revising current emergency process, continuous educational plan for
personnel, improving motivation for personnel in their work.