Health Care Providers’ Awareness regarding Quality Management System and Its Relation to Patient Satisfaction

Abstract

Introduction: quality is emerging as a dominant and complex theme in today's competitive health care environment; it plays an important role in patients' choice of hospital. Quality of care is partly a function of the need for care and includes patients' satisfaction which is a function consistent with scientific knowledge and generally accepted professional standards. Aim: the present study aimed to assessing health care providers’ awareness regarding quality management system and it’s relation to patient satisfaction through assessing the awareness level of health care providers regarding quality management system, assessing the level of patient satisfaction regarding quality of health care provided, and finding out the relationship between health care providers’ awareness and patient satisfaction. Design: A descriptive, correlational design was used. Setting: This study was conducted at 12 Benha family health centers, 120 nurses,120 Physicians, and 300 patient from this twelve centers were included in the study. Tools of data collection: two different tools were used namely questionnaire for health care providers' awareness and patients satisfaction questionnaire. Results: The total healthcare providers’ awareness had increased due to higher scores in constant and quality unit parameters at the studied centers. As well as there was a higher total satisfaction scores for patients. Also as the increasing of awareness regarding quality management system it had an impact on increasing the quality of health care services resulting in increasing of patients’ satisfaction. As the decreasing of awareness regarding quality management system had an impact on decreasing the quality of health care services resulting in decreasing of patient satisfaction. Conclusion: there was a strong positive correlation between health care providers' awareness and patients’ satisfaction: Recommendations: Improving the quality of health care provided to patients in the studied centers, suggestions and complaints of patients should be taken into consideration to improve quality services and increase pt satisfaction. Keywords: Quality management system, health care providers, and patients' satisfaction. Keywords: Health Care Providers, Quality Management System, Patient Satisfaction.