The Satisfaction of Shahid Chamran Hospital's Clinic Appointment System from the Patient's Point of View

Abstract

Background: One of the indicators for evaluating the performance of medical centers is the waiting time of patients to receive services. The purpose of this research is to determine the level of satisfaction with the appointment system of Chamran Ferdous Hospital clinic from the patient's point of view in 2019.

Methods: The current study is a cross-sectional descriptive-analytical study that was conducted in 2019. The population of this research was all patients referred to the clinic of Chamran Ferdous Hospital. To collect data, a researcher-made questionnaire was used, which included three sections: satisfaction with the online, telephone, and face-to-face appointment system.

Results: Examining the usage rate of the research community of all kinds of scheduling methods indicates that most people choose the telephone scheduling method with a frequency of 40% and the lowest usage rate is related to the
face-to-face method with 16.8%. Regarding the online appointment method, 35% reported low satisfaction, 60% reported moderate satisfaction, and 5% reported high satisfaction. About the telephone appointment method, 59% rated low satisfaction, 40% moderate satisfaction, and only 1% rated high-level satisfaction. And about face-to-face appointments, 84% reported low satisfaction, 8% reported moderate satisfaction, and 8% reported high satisfaction.

Conclusion: It may be possible to improve patient satisfaction by using advanced reception systems, but the need to pay attention to all dimensions and aspects is felt.