Arab M¹ (PhD), Khabiri R¹ (PhD), Pouragha B² (PhD), Movahed Kor E¹ * (PhD),  Mohammadzadeh Jamalian M³ (MSc)

  ¹ Department of Health Management and Economics, School of Public Health,

  Tehran University of Medical Sciences, Tehran, Iran

  ² School of Public Health, Alborz University of Medical Sciences, Alborz, Iran

  ³ I.R.Iran National Institute of Health Research, Tehran, Iran

  Received: 11 Jan 2014, Accepted: 21 Apr 2014

  Abstract

  Introduction: Hospitals are the most important healthcare organizations. The aim of the present study was to develop a questionnaire for assessing outpatients’ satisfaction in hospitals of Tehran University of Medical Sciences.

  Methods: In this cross-sectional study, we selected 400 outpatients admitted to the hospitals of Tehran University of Medical Sciences. The preliminary items were gathered using a systematic review of the related literature. Data were analyzed using the correlation matrix, t-test, ANOVAs and confirmatory factor analysis.

  Results: Totally, 66.2% of the outpatients were satisfied with the clinics’ healthcare services. The Cronbach’s alpha was calculated as 0.81. According to the component matrix, the most loads (0.148, 0.147) were related to recommendation of the clinics to others, and total satisfaction with clinics’ healthcare services (item 12 and 14). Furthermore, the least load (0.05) was related to satisfaction with the waiting time (item 2). There was a statistically significant correlation between the outpatients’ satisfaction and other factors including gender, type of hospital, education, age and employment.

  Conclusion: The findings of the present study can help to identify weaknesses, threats, strengths and opportunities in providing healthcare services in hospitals.

  Keywords: questionnaire, validity, satisfaction, outpatients

  Please cite this article as follows:

  Arab M, Khabiri R, Pouragha B, Movahed Kor E. Development of an Outpatients’ Satisfaction Questionnaire for Hospitals of Tehran University of Medical Science. Hakim Health Sys Res 2014 17(1): 127- 137.

  * Corresponding Author: Department of Health Management and Economics, School of Public Health, Tehran University of Medical Sciences, Tehran, Iran. Tel:+98-937-0331080, Fax: +98- 21- 88989129, E-mail: movahedelham@yahoo.com