Document Type : Original Article
Authors
1 Spiritual Health Research Center,
2 Department of Nursing, School of Nursing and Midwifery,
3 Department of Public Health, Faculty of Health, Qom University of Medical Sciences, Qom, Iran
Abstract
BACKGROUND AND AIM: Customer’s satisfaction is one of the main goals of the health system
because it is effective on the desire of external customers for using the services of the health system
and also the quality and quantity of the provided care for the internal customers and eventually the
health of the society. Considering the importance of the subject, the present study was designed
to determine the customers’ satisfaction with the health system reform plan in the field of health.
MATERIALS AND METHODS: Participants in the present content analysis qualitative study were 22
technical and operational managers and 118 health‑care providers, and 15 recipients of health services
referring to the health centers in Qom; who individually answered the questions of the interview
guide. The gathered qualitative data were analyzed using conventional qualitative content analysis.
RESULTS: Customers’ satisfaction with the health system reform plan was categorized into six
themes of decreased trust of the caregivers, wasting caregivers’ time in the health units, increased
provision of services to the caregivers, decreased motivation for work, occupational burnout, and a
sense of petition in the care providers.
CONCLUSIONS: Although external customers were satisfied with some services of the health
system reform such as providing various free services, follow‑up the patients, and beautification
the environment of the health centers; but there are multiple weaknesses in this plan that would
cause dissatisfaction in the external and internal customers. More studies seem necessary to better
determine the different aspects of the satisfaction in the caregivers and care.
Keywords
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