چکیده انگلیسی:
Introduction: This research was planned to obtain the most effective educational options required by the staff who deliver services in the outpatient Dept. of Shiraz University of Medical Sciences.Materials and Methods: The survey was a cross-sectional and applied study that was performed descriptively and analytically in 2014. For data collection, all clients’ complaints in 2014 were collected from the university center for attending to complaints ……. Unit and were analyzed using EXCEL software. The staff and managers’ views were collected through a researcher-made questionnaire whose validity was verified by experts and whose reliability was found to be 0.79. The data were analyzed through classic & statistical ANOVA, and T-test using SPSS software.Results: the results showed that the most clients’ complaints of Motahri and Imam Reza clinics were related to the inappropriate manner of the staff (55 cases, %35.5). Interestingly, most employees felt the need for a workshop on “communication skills at work”. Moreover, there was a statistically significant difference between the mean score of the two educational courses of stress management (p < 0.0001) and time management (p=0.004) for the females & the males. Besides, regarding the organizational position of the participants, a statistically significant difference was found among the mean scores of stress management (p=0.002), time management (p=0.0111), problem solving skills and decision making (p=0.0004) courses.Conclusion: Regarding the low experience of the present staff and the many more years they have to work at the university, there is a need for proper in-service training package to empower the personnel to reduce the clients’ complaints and achieve their satisfaction.
خبرنامه
برای ثبت نام در خبرنامه و دریافت خبرنامه ایمیل خود را وارد نمایید.
