Does implementation of ISO standards in hospitals improve patient satisfaction?

Document Type : Articles

Authors

Abstract

Introduction: Around the world, a large number of projects have been developed with the aim of assessing patient satisfaction especially in hospitals. As an important indicator of the quality of health care system, Patients’ perception of health care has been the center of attention over the recent 20 years.Method: 402 patients who were hospitalized in teaching hospitals affiliated to the Shiraz University of Medical Sciences were investigated. Patients’ satisfactions of the health care services were assessed using the translated and modified version of the KQCAH consisted of 44 questions divided to7 categories of Respect and Caring, Effectiveness and Continuity, Appropriateness, Information, Efficiency, Meals, First Impression, Staff Diversity. All of the patients were asked to fill out the questionnaire (with written informed consents) at the time of discharge from the hospitals.Results: Regarding total score of patient satisfaction the ISO-certified hospitals did not show advantages over the uncertified hospitals. The total score of patients’ satisfaction ranged from 66.5 to 77.5 in. Overall, only in one ISO-certified hospital the total score of patient satisfaction representing all dimensions, was significantly higher comparing to other hospitals included in the study.Conclusion: It seems that solitary application of ISO standards could not improve patient satisfaction in hospitals affiliated to Shiraz University of Medical Sciences. Keywords: ISO, Patient satisfaction, Teaching hospitals

References

  1. Chung KP, Yu TH. Are quality improvement methods a fashion for hospitals in Taiwan? International Journal for Quality in Health Care. 2012;24(4):371-9.
  2. Boyer L. Perception and use of the results of patient satisfaction surveys by care providers in a French teaching hospital. International Journal for Quality in Health Care.
  3. ;18(5):359-64
  4. Salomon L, Gasquet I, Mesbah M, Ravaud P. Construction of a scale measuring inpatients’ opinion on quality of care. International Journal for Quality in Health Care. 1999;11(6):507-
  5. Auquier P, Blache JL, Colavolpe C, Eon B, Auffray JP, Pernoud N, et al. Échelle de vecu perioperatoire de l’anesthesie. I — Construction et validation. Annales Françaises d’Anesthesie et de Reanimation. 1999;18(8):848-57.
  6. Labarere J. Development of a French inpatient satisfaction
  7. questionnaire. International Journal for Quality in Health Care.
  8. ;13(2):99-108.
  9. Oja PI, Kouri TT, Pakarinen AJ. From customer satisfaction survey to corrective actions in laboratory services in a university hospital. International Journal for Quality in Health Care.
  10. ;18(6):422-8.
  11. Sower V, Duffy J, Kilbourne W, Kohers G, Jones P. The Dimensions of Service Quality For Hospitals: Development and Use of the KQCAH Scale. Health Care Management Review.
  12. ;26(2):47-59.
  13. Vaziri S. Survey on patient satisfaction about hospital quality services with KQCAH scale in namazi and shahid faghihi hospitals: BSc thesis of Shiraz University of Medical Sciences;
  14. Jha AK, Orav EJ, Zheng J, Epstein AM. Patients’ Perception of Hospital Care in the United States. New England Journal of Medicine. 2008;359(18):1921-31.
  15. Klazinga N. Re-engineering trust: the adoption and adaption of four models for external quality assurance of health care services in western European health care systems. International Journal for Quality in Health Care. 2000;12(3):183-9.
  16. Heuvel J, Koning L, Bogers A, Berg M, Dijen M. An ISO 9001 quality management system in a hospital Bureaucracy or just benefits? Int J Qual Health Care. 2005;18:361-9.
  17. Braithwaite J, Travaglia JF. An overview of clinical governance
  18. policies, practices and initiatives. Australian Health Review.
  19. ;32(1):10.
  20. Jenkinson C. Patients’ experiences and satisfaction with health care: results of a questionnaire study of specific aspects of care. Quality and Safety in Health Care. 2002;11(4):335-9.
  21. Rodriguez‐Cerrillo M, Fernandez‐Diaz E, Iñurrieta‐Romero A, Poza‐Montoro A. Implementation of a quality management system according to 9001 standard in a hospital in the home unit. International Journal of Health Care Quality Assurance.
  22. ;25(6):498-508.
  23. Sanchez E. A descriptive study of the implementation of the EFQM excellence model and underlying tools in the Basque Health Service. International Journal for Quality in Health Care.
  24. ;18(1):58-65.
  25. Alaloola NA, Albedaiwi WA. Patient satisfaction in a Riyadh Tertiary Care Centre. International Journal of Health Care Quality Assurance. 2008;21(7):630-7.
Health Management & Information Science
Volume 4, Issue 1 - Serial Number 1
21
January 2017
Pages 7-11

Files

Share

How to cite

Statistics