فهرست نشریات علمی دسترسی آزاد ایران

BACKGROUND AND AIM: Customer’s satisfaction is one of the main goals of the health systembecause it is effective on the desire of external customers for using the services of the health systemand also the quality and quantity of the provided care for the internal customers and eventually thehealth of the society. Considering the importance of the subject, the present study was designedto determine the customers’ satisfaction with the health system reform plan in the field of health.MATERIALS AND METHODS: Participants in the present content analysis qualitative study were 22technical and operational managers and 118 health‑care providers, and 15 recipients of health servicesreferring to the health centers in Qom; who individually answered the questions of the interviewguide. The gathered qualitative data were analyzed using conventional qualitative content analysis.RESULTS: Customers’ satisfaction with the health system reform plan was categorized into sixthemes of decreased trust of the caregivers, wasting caregivers’ time in the health units, increasedprovision of services to the caregivers, decreased motivation for work, occupational burnout, and asense of petition in the care providers.CONCLUSIONS: Although external customers were satisfied with some services of the healthsystem reform such as providing various free services, follow‑up the patients, and beautificationthe environment of the health centers; but there are multiple weaknesses in this plan that wouldcause dissatisfaction in the external and internal customers. More studies seem necessary to betterdetermine the different aspects of the satisfaction in the caregivers and care.