IDENTIFYING AND PRIORITIZING FACTORS EFFECTIVE ON HOSPITAL SERVICES QUALITY FROM THE PATIENT ATTENDANTS VIEW USING FUZZY AHP TECHNIQUE IN 2017

Abstract

Objective: Hospitals play a very significant role in providing healthcare services and supplying the society's health. So, the method of evaluating hospitals services quality has a special importance. The aim of this study is to identify and prioritize factors effective on hospitals services quality from view of patients' attendants in Zeinab Hospital of Shiraz City. This study is applied in respect of objective and in respect of method, it is descriptive- applied and qualitative method has been used. The statistical population of this study is patient's attendants referring to Zeinab Hospital in 2017.

Methods:  For prioritizing indicators, fuzzy AHP questionnaire was used. For data analysis, Excel software was used. The study results indicate that among indicators effective on hospital services quality from patient attendants view, the access indicator with weight of 0.3373 and the general services indicator with weight of 0.3327 were located in the first and second priority respectively and the environmental indicator with weight of 0.1629 was identified as the least significant indicator respectively. Also, among subcategories of access component, sub-branches of access to medical team with weight of 0.4003 and access to round the clock services with the weight of 0.3304 were in the first and second rank respectively.

Results: Among subcategories of general services indicator, subcategories of low cost with weight of 0.3623 and hospital responding to patients needs with weight of 0.3304 were the most effective sub-branches. Among subcategories of communicational component, personnel liability with weight of 0.5836 and sub-branch of personnel correct contact with patients with weight of 0.2773 were in the first and second priority respectively and finally relating to environmental component two indicators of services and facilities being up-to-date with weight of 0.4140 and having parking were in the first and second priority.

Conclusion: Decision makers and managers of Zeinab Hospital should more notice the indicators of access and general services due to their significance and impact on hospital services as one of Zeinab Hospital operational approaches for promoting and improving services quality.

Peer Review History:

Received 9 February 2018;   Revised 12 March; Accepted 15 April; Available online 15 May 2018

Received file:        Reviewer's Comments:

Average Peer review marks at initial stage: 6.5/10

Average Peer review marks at publication stage: 8.5/10

Reviewer(s) detail:

Dr. O.J Owolabi, University of Benin, Nigeria, owolabi@uniben.edu

Dr. Omid Gholami, Sabzevar University of Medical Sciences, Iran, omidghphd@gmail.com