Design the hybrid model of EFQM- ECSI for evaluating the satisfaction of Patients - Case Study: Hashemi-nejad Hospital

Document Type : Research Paper


1 Hospital Management Research Center, Iran University Medical of Sciences, Tehran, Iran

2 Hasheminejad Kidney Center (HKC), Iran University of Medical Science (IUMS), Tehran, Iran


Background and Objective: What are the patients’ expectations of hospital and health services? What measures do health service experts take to meet these expectations? These are two principal questions that the junior managers in hospitals encounter in line with continuous improvement of service quality and patient satisfaction. Organizations, whether big health service organizations or national and state bases, concentrate on the consideration of the role of patients’ satisfaction of health service quality. In this study, a model is presented to measure the patients' satisfaction in Hashemi Nejad hospital and the model will be implemented for 5 years and the results will be compared.
Method: Due to strategic mission of hospital, and fulfilling patients’ expectations as the main axle in a hospital and based on the European Customer Satisfaction Index (ECSI) and with regard to the European Foundation for Quality Management (EFQM), a model presented for measure satisfaction of patient. Then a questionnaire was designed based on the mentioned model in which, first, the qualitative services the patients receive were divided into four categories based on the survey model: nursing services, medicine, hoteling and communication. Also patients’ loyalty and mentality of hospital are assessed in this questionnaire. Next, all patients underwent seasonal survey based on the designed questionnaire, and the collected data were analyzed by the SPSS software (Ver. 22).  
Results: The survey results showed that the hospitalized patients had a high-level satisfaction of the hospital. The general degree of satisfaction of different areas in hospital ranged from 86.9 to 87 in 2014. The highest satisfaction concerns the area of communication that represents the success of hospital educational programs in this area.  Survey results from 2008 to 2014 showed that patients’ satisfaction in hoteling increased from 83.4 to 86.2 in hoteling, from 84.7 to 88.1 in nursing, from 87.4 to 87.6 in medicine, and from 87.7 to 87.8 in the area of communication.
Conclusion: The model presented in this study provides 360 evaluation of patient satisfaction and can be helpful to hospital managers