Journal of

Background: utilizing control chart in customer satisfaction evaluation is one of the effective tools in making results of customer analysis practical. This study was conducted to design the method of utilizing control chart in monitoring customer satisfaction in health care facilities.This prospective study measured service recipients' satisfaction in a three month period in a public hospital using a questionnaire in likert scale. After gathering initial data they were analyzed using SPSS and Excel soft wares .In order to evaluate customer satisfaction a ten parameter checklist and interview was used. The average and standard deviation of decuple and quintuple subgroups were compared.
Results: In a three month period the average patient satisfaction score was 4.5 in likert 5 score scale.There wasn't a significant statistical difference between 5,10,25 day duration in patient satisfaction. In addition there wasn't significant statistical difference between 5 samples per day and 10 samples per day and all samples in a day. R-X diagram was used for PSS monitoring.
Conclusion: The results of this study showed that the average PSS in 20 and 25 day periods had no significant difference with 3 month PSS and also there wasn't significant statistical difference between average PSS in decuple and quintuple subgroups.

Background: Lack of financial resources or their poor organization is one of the service delivery challenges and Fraction of dedicated revenues is significant problem in health centers in financial resources management. Hence, this study conducted to investigate causes of dedicated revenue's fraction and strategies to reduce them.

Materials and Methods: This qualitative study was carried out based on phenomenology approach in East Azerbaijan Province in 2014. Data collection methods were Focus Group Discussion (FGD) and semi-structure interview guide based which continued to saturation. their participants were selected using purposeful sampling method. Data were analyzed using content analysis method.

Results: Based on participants' experiences, six themes were extracted for causes of fraction and strategies to reduce them. These themes included causes and strategies related to fractions per capita, insurance fractions, fractions related to sending documents, registration fractions, clients' deductions and fractions related to incomplete deposit of cash incomes. In general, eighteen causes and twenty three strategies were identified in dedicated revenues fractions.  

Conclusion: The causes of fractions were related to all stages of changing service process to revenue and insurance obligations in health care centers and strategies and identified interventions emphasize on mentioned fields.