Level of costumer focus after implementing the quality improvement model in ‎hospitals of Rasht

Abstract

Introduction: In the changing and competitive world of today, organizations will be ‎successful that by relying on costumer Orientation, improve their quality of service and goods. ‎ Objectives: This study aimed to determine the level of costumer focus after implementing the ‎quality improvement model in the hospitals of Rasht in ‎‏2005‏‎. ‎ Methods: This is a descriptive–comparative study. Study population consisted of the owners ‎of quality improvement model process in six educational hospitals of Rasht. Data collection ‎instrument included the international standard checklist of simply better.‎ Results: The percent of scores related to the customer's knowledge in the Amiral Momenin ‎was ‎‏51.38%‏‎,‎‏ ‏Dr. Heshmat ‎‏81.57%‏‎, Alzahra ‎‏75.56%‏‎, ‎‏17‏‎ Shahrivar ‎‏77.78%‏‎, Razi ‎‏61.9%‏‎ and ‎Shafa ‎‏63.89%‏‎. The mean scores related to the customers satisfaction in Amiral Momenin,‎‏ ‏Dr. ‎Heshmat, Alzahra, ‎‏17‏‎ Shahrivar, Razi and Shafa was ‎‏53.08%‏‎, ‎‏66.27%‏‎, ‎‏66.66%‏‎, ‎‏61.11%‏‎, ‎‏53.96%‏‎ and ‎‏47.53%‏‎ respectively.‎ Conclusion: All study hospitals‏ ‏performed processes in hospitals for constant improvement ‎and recovery in” customer knowledge” and “customer satisfaction”. By implementing quality ‎improvement model in study hospitals, focus on customer received attention in wide ‎institution processes. ‎

Keywords

• customer focus
• hospital
• quality improvement ‎