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| Quality of Service in Non-Governmental Hospitals in Gaza Strip between Reality and Expectations |
Zahi O. Abu-Nahel, Wafiq H. Alagha, Mazen J. Al Shobaki, Samy S. Abu-Naser, Suliman A. El Talla
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Abstract:
The study aimed at examining the quality of service in non-governmental hospitals in Gaza Strip between reality and what is hoped from the viewpoint of the internal beneficiary of non-governmental hospitals in Gaza Strip. The study relied on the descriptive analytical method, and the questionnaire was designed as a tool for data collection and consisted of (15) items. The researchers used the comprehensive survey method, and the number of study population members was (536) singular, where (434) questionnaires were retrieved, and the recovery rate was (80.97%). The study showed several results, the most important of which were: The results of the study indicated that there is a high degree of approval by the members of the study sample on the quality of service with a relative weight (79.90%). The results of the study also showed that there were no statistically significant differences in the quality of service according to the variables (gender, educational qualification, and position). And the absence of statistically significant differences in the quality of service according to the variables (years of service, age group). The study reached many recommendations, the most important of which were: Establishing an effective system for receiving patient complaints in a manner that ensures rapid response to and treatment of them, to achieve continuous communication between patients and hospital management, and notify patients of dealing with complaints they make, and work to provide all medical and health specialties in hospitals The study, by taking advantage of medical delegations visiting Gaza Strip, involving them in therapeutic processes, and recruiting doctors and specialists from abroad, updating the standards that relate to measuring services provided to patients continuously, based on patient suggestions and complaints, developing facilities in hospitals, as well as updating medical devices and equipment Used in hospitals periodically.
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