EVALUATION OF CUSTOMER RELATIONSHIP MANAGEMENT IN A TEACHING HOSPITAL

摘要

Communication between individuals has a vital role in human being's life, specially their professional. In medical practice it is a certain and economical way recognize the patient's problems and identify them. It is necessary to communicate with patients suffering mental or physical problems to be able to look after them. An analytical-descriptive cross-sectional study was conducted. The population under study consisted of the patients being discharged from a teaching hospital during a 15-day period. The patients were interviewed at discharge time. A sample of 100 patients was included in the study. The samples were selected through simple random method. The data were gathered using a valid questionnaire which was approved by the experts in this field. The reliability of the questionnaire was determined to be 82% using the method test-retest and Cronbach's alpha test. Fisher test and T test analyses were carried out to determine the association between each variable and satisfaction status. patients' satisfaction with hospital services concerning medical, nursing, paraclinical and discharge services, section and Patients' general satisfaction with hospital services were in general, 13.2, 45, 20.1, 7.6 and 2.8% were quiet satisfied, satisfied, rather satisfied and quiet dissatisfied respectively. The statistical-analytical test showed that there was a significant statistical relation between the age of the patients and the degree of their satisfaction with the nursing staff treatment (p = 0.012) and that of service staff (p = 0.009).