Measuring the Impact of Logistical Management on the quality of care and patient satisfaction in An-Najah National University Hospital as a case study
No Thumbnail Available
Date
2022-05-24
Authors
Qanaze’, Hiba
Qeblawy, Ro’ya
Yadak, Rahaf
Ayyash, Sewar
Journal Title
Journal ISSN
Volume Title
Publisher
Abstract
This research aims to study the effect of logistics management on the quality of care and patient satisfaction in An-Najah National University Hospital in all departments of the hospital, but the focus has been on the largest departments in the hospital, which are the departments of nephrology, Oncology and ophthalmology, due to the large number of patients dealing with these departments. Questionnaires were distributed to patients to obtain information related to the study. Social media was used to publish an electronic version of the questionnaire and collect the necessary data for the study. About 352 questionnaires were collected. Statistical analysis of these questionnaires was carried out using the SPSS program, and the results showed a significant impact of logistics on the quality of care and patient satisfaction, the most important of which: the direction of physical accessibility, which includes public and private parking. and others. It was rejected by patients. While the waiting time trend, which includes waiting times for treatment, counseling, etc., was rejected by patients. While the focus of services provided to patients, such as food, drink and hygiene, was met with great satisfaction by patients. And it turned out that the focus of the financial and administrative procedures was rejected by the patients. While patients refused the direction of quality control. The latest trend that measures patient satisfaction is being rejected by patients.
Recommendations were made to the hospital to increase patient satisfaction with logistics to improve the quality of care in the hospital. These activities may be invisible to the patient, but it turns out that they have a significant impact on the patient's experience in the hospital. Patient satisfaction is a determinant of the quality of care and an indicator for its evaluation, and therefore to improve it, care facilities need to rely on improving hospital logistics.