Multi-criteria analysis of patients' satisfaction using multi-criteria satisfaction analysis method (Case Study: Shahriar Private Hospital, Tehran)
Subject Areas :mohammadreza Mehregan 1 , Pariya Nazmi 2 , Aliyeh Kazemi 3
1 - Professor
2 - PhD candidate
3 - Associate professor
Keywords: : Patient Satisfaction, Multi-Criteria Satisfaction Analysis (MUSA), hospital,
Abstract :
Background and Objectives: The competitive environment among health centers and the increasing attention to healthcare have led to the commercialization of health services. As a result, the health centers' efforts have been focused on reducing costs, increasing financial assets, improving the quality of services provided, and increasing patient satisfaction. Therefore, the objective of this paper is to measure and analyze patient satisfaction. Materials and Methods: This paper is conducted based on eight selected criteria. The MUSA method is applied to analyze the satisfaction of 50 patients in Shahryar Private Hospital, in Tehran, in 2020. A researcher-made questionnaire is used to collect the data. Results: Based on the results, the criterion of "the way that the medical staff and hospital staff treat" with a value of 0.55 had the highest weight and "treatment costs" with a value of about zero had the lowest weight. Conclusion: Following criteria the way that the medical staff and hospital staff treat, maintaining the dignity and confidentiality of patient information, specialized skills of medical staff, and the availability of medical staff are among the strengths of the hospital. The patients were most satisfied with these criteria. To improve the performance of the hospital, the management should reduce the patients waiting times in different steps and treatment costs as much as possible.
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