Women‟s Satisfaction with Maternal services at Red Crescent Society Hospital in Jerusalem رسالة ماجستير

Abstract

Nowadays, patient satisfaction with hospital services is recognized as one of the most significant aspects of its quality. In the extremely competitive healthcare industry sector, healthcare administrators should concentrate on obtaining high patient satisfaction to increase the quality of service delivery. This research study aims to measure women's satisfaction with maternal services at Red Crescent Society Hospital (RCSH) in Jerusalem. This research study quantitative data gathering tools to ensure an accurate and comprehensive analysis of the research findings. The study design incorporates three parts, where in the first two mainly quantitative survey data were collected from service users (women) employing two different tools, one for each. The third part held a validation meeting with selected service providers. In the first part, employing a retrospective cross-sectional study, quantitative data were harvested by selecting a sample only from the previous year‘s (2020) completed responses as in the pre-existing hospital questionnaire. The sample size was calculated to be 350 completed questionnaires that were randomly selected using the simple random sampling method. Furthermore, the findings indicated from the pre-existing questionnaire: that medical care by nurses was the lowest level of satisfaction ((M=3.82, SD=0.41), in addition, that nurses and doctors identify themselves at a low rate (83.1%-85.7%) and RCSH Jerusalem has a high reputation since most of the participants (97.1%) will advise other women to deliver in RCSH. In the second part of the research study, a cross-sectional study was conducted using a second measurement tool that is based on Patient-perceived dimensions of Total Quality Service (TQS) in healthcare. VI A second sample equal to 450 was taken from women who get maternity healthcare services in RCSH in Jerusalem before discharge. Quantitative data were analyzed using SPSS. The results indicated that women were satisfied with all dimensions of the service quality that were provided by RCSH Jerusalem with the highest mean of 4.57 for the Personal Quality dimension and the lowest mean of 3.86 for the overall experience dimension. On the other hand, Loyalty (No of birth in RCSH Jerusalem) and Overall Experiences of Medical Care received dimension in Women's satisfaction with maternity services provided, has a strong relationship. Finally, conducting in-depth validation meeting with a total of 6 selected care providers in the hospital was done to pull out key themes and influential dimensions, and satisfaction issues. The outcome of the meeting was that the new tool was comprehensive, abundant, and contained accurate details that help identify points of satisfaction and dissatisfaction of women, which helps in identifying opportunities for improvement.