THE IMPACT OF THE PAYMENT OF THE NURSING FEE ON THE QUALITY OF CLINICAL SERVICES AND THE SATISFACTION OF SERVICE RECIPIENTS
The first basic step in formulating quality improvement programs is to determine the perceptions and expectations of the recipients of services or goods regarding their quality. Today, many leading organizations have chosen service recipient satisfaction as the main indicator of their performance. Services are the delivery of services. In this study, the effect of paying the fee for nursing examination on the quality of clinical services and satisfaction of service recipients was investigated with a grounded theory approach using the snowball method on a selected sample of 10 experts from Mashhad College of Medical Sciences. After in-depth interviews with these experts, theoretical saturation was achieved. All primary themes were coded and categorized into 10 main categories with 31 subcategories. The results of the research have shown that factors such as referral monitoring, upstream care, cleanliness, organization of patient expectations and responsiveness as intervening conditions can have an encouraging aspect in improving the quality of clinical services and the satisfaction of service recipients, and finally, a combination of the above factors and conditions such as empowerment of staff, revision of goals and processes, and personalization of services can also be considered as strategies to achieve this model, and finally, improving the quality of clinical services and increasing the satisfaction of service recipients was identified as a follow-up category.
Service, Clinical, Care Rate, Satisfaction, Background Theory, Coding Process