An Investigation of Patients’ Satisfaction during Their Treatment Process Following Implementation of Health System Reform Plan at the Selected Educational Treatment Centers of Qom University of Medical Sciences, (Iran)

Background and Objectives: The main mission of the Health System is improving the level of health and meeting the needs of the society and its correct implementation also plays a very important role in the Health and Treatment System. This study aimed to investigate Patients’ satisfaction during their treatment process following implementation of Health System Reform Plan at selected treatment centers affiliated to the Qom University of Medical Sciences. Methods: This descriptive cross-sectional study was carried out on 550 patients who were hospitalized in different wards of hospitals in Qom city in 2017. Sampling was performed by stratified random sampling using the table of random numbers. The data were collected using the standard questionnaire prepared by the Ministry of Health, and the questionnaires completed by the clients of different wards of selected public hospitals in Qom city, were evaluated. Results: In the present study, the total satisfaction level of the patients during their treatment process was 72%, which this satisfaction was reported to be 78% at Shahid Behshti hospital, 72% at Nekouee Hospital, and 61.5% at Karmkar Hospital. Moreover, the highest level of satisfaction was reported in the areas of drug provision (95.5%) and franchise and lack of informal payment to doctors (93.5%) and the lowest level of satisfaction was in the complaints management (53%) and discharge process (58%) areas. Conclusion: According to the results of this study, the execution of the Health System Reform Plan in the treatment centers is effective in the promotion of patients’ satisfaction. Thus, it is suggested that the weak points should be paid attention, and the quality of services be promoted and the program be continued in order to increase the level of satisfaction.