Exploring the Concept of Quality in Hospital Services from the Viewpoint of Patients and Companions: A Qualitative Study

Background: Quality is one of the factors affecting the success of serviceorganizations. The quality of health services is from the patients perspectives tothe best service available in a timely, safe and economical manner. The aim of thisarticle is to explain the concept of hospital services quality from patients andcompanions perspectives.Methods: The study was conducted using qualitative approach .The data werecollected through semi-structured interviews Sampling was done purposefully andresearch interviews were ended once data saturation was achieved. Fifteen patientsand thirteen companions were recruited. Findings were analyzed using FrameworkAnalysis method.Results: The analysis of question about the concept of subjective quality ofexistence and the ideal quality led to emergence of themes including emotionaland psychological relations and customer-oriented and environmental andtangible factors . Also, the themes for suggestion of quality improvement included holding training classes , improving facilities and amenities of health and improving human resource management. Conclusion: The findings showed that patients in addition to the physical problemsof treatment location are concerned to human relations and even clinical treatmentissues. In their opinion the relationships between patients and the medical staff,support and respect for the dignity, attention and importance of the personnel topatients and their personnel and environmental factors have a significant impact onthe treatment process and the quality is satisfactory.

کلیدواژه ها:

Companions Perspective ، Patient s Perspective ، Quality of Hospital Services ، Qualitative Study