Satisfied patients tell a few people Dissatisfied patients

• Satisfied patients tell a few people • Dissatisfied patients tell many people

ﻣﺪﻝ ﻧﻈﺮی ﺩیﺪگﺎﻩ ﺑیﻤﺎﺭﺍﻥ Perneger TV (2004). Adjustment for patient characteristics in satisfaction surveys, International Journal for Quality in Health Care, 16 (6), 433 -435.

ﻣﺪﻝ ﻧﻈﺮی ﺭﺿﺎیﺖ ﺑیﻤﺎﺭ COGNITIVE Expectations Disconfirmation Perceived attribute performance Satisfaction AFFECTIVE Emotions Attribution of cause Equity Adapted from Oliver RL (1993). Cognitive, affective, and attribute bases of the satisfaction response. J Cons Res, 20, 418.

ﻣﺸکﻼﺕ ﺍﻧﺪﺍﺯﻩ گیﺮی ﺭﺿﺎیﺖ ﺑیﻤﺎﺭﺍﻥ Theoretical concentration on cognitive aspects assumption of continuum from satisfaction to dissatisfaction Epistemological scientific reliability and validity context and interaction between variables

ﻣﺸکﻼﺕ ﺍﻧﺪﺍﺯﻩ گیﺮی ﺭﺿﺎیﺖ ﺑیﻤﺎﺭﺍﻥ Methodological direct vs indirect evaluation general vs specific aspects weak measures – non-discriminating distorted measures – skewed simplifying analytical assumption

The good and the not so good - priorities for attention Best aspects weight rank Aspects in need of most improvement weight Nursing care 23% 1 Food 14% Doctors’ care 18% 2 Things to do in ward 13% Cleanliness 7% 3 Information 7% Relationships with staff 7% 4 Temperature 6% Care from other clinicians 5% 5 Ward facilities 6% Visiting arrangements 5% 6 Sleep Noise Levels 6% 6% Relationships with patients 5% 7 Decor 6% Thompson A (1986). The soft approach to quality of hospital care. Int J Quality and Reliability Management, 3(3), 57 -65. Andrew Thompson What is patient satisfaction? VII Meeting of INGID, Budapest, Hungary. 5 th October 2006

ﺍﺳﺘﺎﻧﺪﺍﺭﺩﻫﺎی ﻣﺸﺘﺮی ﻣﺪﺍﺭی ﺩﺭ ﺑیﻤﺎﺭﺳﺘﺎﻥ • • • • : ﺍﺣﺘﺮﺍﻡ : ﻣﻬﺮﺑﺎﻧی ﻭ ﺍﺩﺏ I will respect and protect the dignity of each person, convey kindness and compassion. I will explain what is being done and why. I will welcome customers with a smile and introduce myself with my name and title. : ﺗکﺮیﻢ : ﺣﺮیﻢ ﺧﺼﻮﺻی I will recognize every customer as my responsibility at all times. I will ensure customers’ right to privacy. I will ask permission to enter an area when curtains or doors are closed. : ﺭﻓﺘﺎﺭ ﺣﺮﻓﻪ ﺍی • I will maintain professional behavior, adhere to the dress code and display my DMC identification badge. : پﺎﺳﺨگﻮیی • I will provide service in a prompt, timely manner.

Standards of Conduct: Relationships” “Supporting Right

Patient Satisfaction Press ganey surveys Good customer service Patient Bill of Rights Treat patients like family Healthcare is a business

Client Advocate Nurse protects the clients human and legal rights Providing information to assist in decision making Patient Bill of Rights