Why Are Patients Dissatisfied with Hospital Services? How Satisfied Are They with Such Services? (Case Study: Shahid Kamyab Hospital of Mashhad)

Abstract

Introduction: In hospitals, patients expect services provided competently. The question is, are these expectations met in Iranian hospitals, and are hospitalized patients satisfied with these services? If not, what are the reasons for their dissatisfaction? This study examined the satisfaction of hospitalized patients with the services provided in Kamyab Hospital (affiliated with Mashhad University of Medical Sciences) and the reasons for their dissatisfaction.

Methodology: In 2021, this descriptive-analytical study randomly investigated 136 patients admitted to Kamyab University Hospital of Mashhad. The data were collected using the standard questionnaire by the Ministry of Health and Medical Education. Its content validity was verified, and its reliability was estimated based on a Cronbach's alpha of 95%. The data were then analyzed in terms of descriptive and inferential statistics in SPSS-22.

Findings: In total, 9.5% of patients were completely satisfied, 73.5% were satisfied, 5.9% were dissatisfied, and 0.7% were completely dissatisfied with the overall hospital services. Dissatisfaction with various services was mostly attributed to facilities provided to companions (42.1%), the sum paid to the hospital (25.8%), round-the-clock unavailability of necessary medications and consumables (25.4%), nurses’ assistance to patients (22.2%), and the gap between checks by the attending physician (18.4%). The chi-square statistical results showed no significant correlation of satisfaction with age, gender, marital status, education, suggestions about patient care, economic status, payment method of hospital fees, duration of hospitalization, and the number of visits to the hospital.

Conclusion: The results showed that most patients are satisfied with hospital services. Based on customer orientation, hospital authorities can identify the issues that satisfy and dissatisfy patients based on continuous surveys and act to address the weaknesses and promote the strengths.