Assessment of Ibn-Sina Specialized Surgical Tertiary Care Hospital Performance and Defining Opportunities for Improvement
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Assessment of Ibn-Sina Specialized Surgical Tertiary Care Hospital Performance and Defining Opportunities for Improvement, NARGIS A. LABIB, MAHA M. GHOBASHI, ARWA EL-SHAFEI, AHMED NAYEF AL-FADHLI and MAHMOUD H. DASHTI
Abstract
Background: It is important to have a close monitoring and follow-up on the performance of the hospitals. The follow-up and monitoring requires deep assessment and continuous evaluation of the different activities performed by hospitals to make best utilization of the resources.
Aim of the Work: The aim to improve the utilization of health services by assessing the performance and satisfaction of health care providers and patients, to recommend opportu-nities for improving the healthcare provided by the hospital.
Design: Cross-sectional study.
Setting: Ibn-Siena Specialized Hospital, Ministry of Health, Kuwait.
Subject and Methods: The semple size was 400 patients (100 from each department) and 79 physicians and 100 nurses. The study was conducted during a period of nearly one year. The patients were interviewed by the researcher.
Results: Patient Communication dissatisfaction score was ranged from 0% to 18%. In patient services dissatisfaction score ranged from 0% to 15%. Working system dissatisfaction score ranged from 0% to 15% and the overall dissatisfaction % score ranged from 0% to 40% with the mean 12.43±2.87%. 80% of dissatisfaction was related to medication options however limited number of beds, absence of information system, missing standard protocols was the main problems doctors face in the following percentage 40.4%, 30.9%, 14.9% respectively. The majority of nurses complain of long working hours 41.5% with bad character of patients 25.5%, and the need for training courses 12.8%.
Conclusion: Service provider-patient communication/ interaction is pivotal and integral part of all hospital care services.