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Study of satisfaction degree of the employees in the Directorate of Social Affairs in the province of Lattakia on The quality of health services provided in the National Hospital

دراسة درجة رضا العاملين في مديرية الشؤون الاجتماعية في محافظة اللاذقية على جودة الخدمات الصحية المقدمة في المشفى الوطني

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 Publication date 2016
  fields Sociology
and research's language is العربية
 Created by Shamra Editor




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This study aimed at identifying the level of quality of health services provided in the National Hospital in Latakia city, from the viewpoint of employees in the Directorate of Social Affairs, and determine the level of satisfaction of the beneficiaries of the health services provided in the hospital, according to the study sample. The study population consisted of the employees in the Directorate of Social Affairs who experienced the medical services of the National Hospital in Latakia. The researcher used the descriptive analytical method to measure the satisfaction of the beneficiaries of the quality of health services provided in the National Hospital; a questionnaire was designed and distributed to the beneficiaries of health services in order to measure the quality of services in the mentioned hospital; data have been studied and analyzed with the help of SPSS program, hereafter the results (data analysis) show that the health services provided in the National Hospital in Lattakia fell short of the quality from the viewpoint of employees in the Directorate of Social Affairs according to the dimensions of the quality of health services (tangibility, reliability, responsiveness, empathy, trust and safety).


Artificial intelligence review:
Research summary
هدفت هذه الدراسة إلى تقييم جودة الخدمات الصحية المقدمة في المشفى الوطني في محافظة اللاذقية من وجهة نظر العاملين في مديرية الشؤون الاجتماعية. استخدم الباحث المنهج الوصفي التحليلي، حيث تم توزيع استبيان على العاملين وتم تحليل البيانات باستخدام برنامج SPSS. أظهرت النتائج أن مستوى جودة الخدمات الصحية المقدمة في المشفى الوطني أقل من المستوى المطلوب وفقاً لأبعاد الجودة (الملموسية، الاعتمادية، الاستجابة، التعاطف، الأمان والثقة). توصلت الدراسة إلى أن هناك فجوة كبيرة بين الخدمات المتوقعة والمدركة من قبل العاملين، مما يعكس عدم رضاهم عن جودة الخدمات المقدمة. أوصت الدراسة بضرورة رفع مستوى جودة الخدمات الصحية من خلال تدريب الكوادر البشرية وزيادة عدد الأطباء والتخصصات الطبية، وكذلك إجراء دراسات دورية لقياس رضا المستفيدين وتحليل الفجوات في جودة الخدمات الصحية.
Critical review
تعتبر هذه الدراسة مهمة كونها تركز على جودة الخدمات الصحية في المشفى الوطني في اللاذقية، وهي تسد فجوة في الأبحاث المتعلقة بهذا الموضوع في سوريا. ومع ذلك، يمكن توجيه بعض النقد البناء للدراسة. أولاً، كان من الأفضل توسيع عينة الدراسة لتشمل فئات أخرى من المستفيدين مثل المرضى أنفسهم للحصول على صورة أكثر شمولية. ثانياً، كان من الممكن استخدام أدوات قياس إضافية بجانب الاستبيان لتعزيز موثوقية النتائج. ثالثاً، لم تتناول الدراسة بشكل كافٍ العوامل الخارجية التي قد تؤثر على جودة الخدمات الصحية مثل التمويل الحكومي والسياسات الصحية. على الرغم من هذه النقاط، فإن الدراسة تقدم إسهاماً قيماً في فهم وتحسين جودة الخدمات الصحية في المشفى الوطني.
Questions related to the research
  1. ما هو الهدف الرئيسي من هذه الدراسة؟

    الهدف الرئيسي من الدراسة هو تقييم جودة الخدمات الصحية المقدمة في المشفى الوطني في محافظة اللاذقية من وجهة نظر العاملين في مديرية الشؤون الاجتماعية.

  2. ما هي المنهجية التي استخدمها الباحث في هذه الدراسة؟

    استخدم الباحث المنهج الوصفي التحليلي، حيث تم توزيع استبيان على العاملين وتم تحليل البيانات باستخدام برنامج SPSS.

  3. ما هي الأبعاد التي تم تقييمها لجودة الخدمات الصحية في المشفى الوطني؟

    تم تقييم جودة الخدمات الصحية وفقاً لعدة أبعاد تشمل الملموسية، الاعتمادية، الاستجابة، التعاطف، الأمان والثقة.

  4. ما هي التوصيات التي قدمتها الدراسة لتحسين جودة الخدمات الصحية؟

    أوصت الدراسة بضرورة رفع مستوى جودة الخدمات الصحية من خلال تدريب الكوادر البشرية، زيادة عدد الأطباء والتخصصات الطبية، وإجراء دراسات دورية لقياس رضا المستفيدين وتحليل الفجوات في جودة الخدمات الصحية.


References used
HUTCHINS, DAVID. Achieve Total Quality, Director Book, London, 1999, 13- 17
IRFAN, SYED MOHAMMED; AMIIR AJAZ; and SAMAN SHAHBAS, An Assessment of Service Quality of Private Hospitals in Pakistan. Indian Journal of Commerce & Management, Vol II , Issue 2, 2011, 10
KOTLER, PHILIP. Marketing Management: Analysis Planning, Implement and Control. Prentice Hall Inc. New Jersey, 2001, 53
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