Patients’ Satisfaction in Zanjan Educational Hospitals and its Relationship with Responsiveness

Abstract

Background; Measuring patients’ satisfaction shows the efficacy of care providers to meet patientschr('39') expectations and supplies the valuable data for health policy makers. This study was conducted to assess patients’ satisfaction from hospital services and its relationship with responsiveness.Methods; This cross-sectional study was carried out at Zanjan University of Medical Sciences in 2013 -2014. A total of 486 were selected and World Health Survey (WHS) questionnaire data was used. Results; Most of the inpatients (76. 4 %) and more than half of outpatient (54.2 %) rated overall hospitals services at level of average and high satisfaction. The most favorable dimension in terms of patientschr('39') satisfaction was quality of care from both group patients point of view. There was statistically significant relationship between responsiveness domains and patientschr('39') satisfaction (p < 0.01). The findings of this study showed that the majority of inpatients and half of outpatients were overall satisfied with hospitals services. Conclusion;Both inpatients and outpatients were satisfied with quality of delivered care, but there was low satisfaction from participation in decision- making for inpatients and access to services in outpatients.