Z Kavousi , F Setoudehzade, E Kharazmi, R Khabiri , R Ravangard , H Rahimi ,
Volume 11, Issue 1 (20 2012)
Abstract
Background: The inefficiency of financing health care in developing countries made led in manyhealth policy-makers to consider alternate means of service provisions. Outsourcing public financed health services in private sector organization is one of the interventions. Advocates claim that the
contracting out of health care services will improve the service delivery performances throughstimulating competition among providers and also by creating economic incentives to improve performance through linking payment to provider performance. Materials and methods: The purpose of this cross sectional study was to provide decision matrix to guide decision-makers whether outsource hospital services or not. Tow kind of questionnaire were developed and used.
Results: Findings showed that the most propensities of outsource is in nutrition services (87%), and the least is in nursing services (43.4%) based on administrators’ attitude. Shaping of decision matrixshowed propensity to outsourcing of nursing, radiology, laboratory services are high while nutrition services is been low.some differences between results of decision matrix and administrators’ propensity to outsourcing in radiology and laboratory services. Lack of attention in
characteristics of the hospital services might be one of the reasons. Cost saving is the main reason for outsourcing the services while administrators should consider as an effect and side effect ofoutsourcings
S.h Rahimi, M Masoumpour, E Kharazmi, Z Kavousi,
Volume 12, Issue 3 (12-2013)
Abstract
Abstract
Background: Hospital Emergency ward plays a pivotal role in hospital and health care system regarding necessity of immediate,qualicative and effective performance due to numerous and complicated processes happens in the emergency ward. QFD is one of the most effective methods used for designing and improving the quality in order to fulfill customers' expectations and improve their satisfaction from provided service.
Materials & Methods: This study is aimed to investigate following subjects : 1)identifying the customers' expectations (n=80) and service`s components (n=15) through interviews, 2) defining the relationship between patients' expectations and the service`s components, and also relationship between the service`s component themselves 3) designing the service quality model based on the house of quality diagram”
Results: After identifying 13 components of customers' expectations and 20 components of service, 9 components of service were prioritized as parts of service quality model in 3 levels: 1) Physician's office physical environment
2) Improving Nursing performance`s and hospital hotel`s service facilities ,equipping inpatient` room, physician`s room and triage space 3) Improving guide systems, providing adequate welfare for the patients' families, and facilitating the waiting room.
Conclusion: The current quality model designed in this study can be a general guide to improve the quality of services provided by the emergency ward. However, using this model has its limitations such as being complex and time-consuming.
Key words: QFD, House of Quality, Services of Emergency Ward
