The Reality Of The Quality Of Health Service At Latakia Hospital From The Patients' Point Of View

Abstract

  The study aimed to evaluate the quality of health service in terms of its dimensions (tangibility, reliability, tangibility, safety, empathy) in Latakia University Hospital from the perspective of patients, where the descriptive-analytic approach was adopted, and the research population included patients dealing with Latakia University Hospital, as for the research sample, it is a facilitated sample where 300 questionnaires were distributed to patients and 250 were returned, of which 240 questionnaires were valid for statistical analysis, and SPSS26 was used to analyze the data.

 The researcher came up with several findings, the most important of which is that the quality of health service is generally considered high, but closer to average, which indicates the need for continuous improvement. Strengths include: Ease of movement within the hospital, staff efficiency in communication, time commitment, and maintaining confidentiality of information. The most important areas for improvement: The level of comfort in waiting rooms, patients' confidence in some hospital procedures, the skills of some workers, and encouraging them to deal with a smile. The study then made several recommendations, including conducting periodic studies to assess the quality of health services by conducting periodic surveys to measure patients' satisfaction with the quality of health services, identifying strengths and areas that need improvement, and taking the necessary measures for improvement.