Evaluation of relationship between personnel’s depression and quality of services in hospitals of Kerman’s Medical Science University

Author Name(s): Akram Sayyah, *Dr Masoud Pourkiani
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Abstract

This research has aimed to study relationship between personnel’s depression and quality of services in hospitals of Kerman’s Medical Science University. This is a descriptive-correlational research and its statistical population includes two groups. The first group consists of all the hospitals’ personnel of Kerman’s Medical Science University with 3678 number of people and the second one consists of all the of these hospitals’ customers in 2015 who were selected by simple stratified random sampling. Two questionnaires including service quality with validity of 0.81 and reliability of 0.95 and depression questionnaire with validity of 0.83 and reliability of 0.93. Collected information was analyzed by using software SPSS20 with correlation coefficient including Pearson and Spearman and multivariate regression. The results showed that there is relationship between the level of personnel’s depression and the quality of their service in hospitals of Kerman’s Medical Science University. There is also relationship between level of personnel’s depression and their tangibility, reliability, accountability, confidence and empathy in hospitals of Kerman’s Medical Science University.

Introduction

Service quality is considered as a managerial philosophy which aims to optimally use existing opportunities and accessible resources by applying continuous improvement methods in order to increase quality by focusing on customer’s satisfaction and totally it can be said that service quality is a philosophy relying on, management tries to access to quality in its new concept. (Fazeli, 2012:4). Understanding and measuring customers and managers’ perceptions and expectations is a necessary component which can be applied for the purpose of improving quality of service provider companies. (Bradli, 2006:2). Parasoraman& et al offered SERVQUAL model which is a five-dimension scale contains dimensions including tangibility, reliability, accountability, trustworthy and empathy. This framework and scale have been applied at a broad extend of different sectors of industry and service. (Hak Lee & et al, 2010:67).

 

Conclusion

The research’s results showed that there is inverse and significance relationship between level of personnel and nurses’ depression and service quality and its components at hospitals of Kerman’s Medical Science University. However personnel’s depression is more, service quality which they offer in hospitals will be decreased and these results are consistent with the results of Lee’s findings in 2005 which showed that nurses’ depression leads to decrease in their work quality and it cause some irreparable damage to the patients and customers and they are also in conformity with Kenneth’s findings in 2009 which showed that high depression in medical centers’ patients decrease the quality of their work and also it is consistent with findings of Nadine Ricker & et al in 2005 in which they concluded that the depressed people with low mental health will have low quality of work. In explanation of this theory, it can be said that personnel who have sense of guilty and worthlessness, grief, gloom and disappointment and they are not happy in their life and consider world as a dark and disappointing thing, they are not affable, patient and smiling and they will not have a polite and friendly behavior with clients, they will not respect others in accent and style of speaking with them, they will not do administrative affair with high quality and respecting details as soon as possible and there will not exist a mutual perception toward customer and its condition by personnel and vice-versa. If personnel are depressed, dissociable and with low mental energy, their workplace will have little neat and clean, they will not manage workplace’s physical facilities perfectly, they will not perfectly apply modern equipment and evidences, their uniform will not be arranged and they will not have adorned appearance. If hospital’s personnel for any reason conclude that they are valueless and the world loses its meaning for them and they have sense of misery and misfortune, so they will unable to perfectly guide customers and give them required information. When hospital’s personnel have extreme sense of fatigue, they are reluctant to life, they are under stress and irritability and they become disappointment of success, so their commitment, responsibility and attempt toward work will be decreased and they will not have tendency toward accountability to clients’ requests and questions and desire to offer service by personnel will not be tangible. When hospital’s personnel are severely depressed and this issue leads to disappointment in them, therefore, they will respect customers less in term of manner and way of speaking with them and these personnel will dodge listening and paying attention to customers’ questions and problems with tolerance and patience and they will not be interested in resolving customers’ problems and complaints. They will not attempt to observe justice, fair, nondiscrimination and understanding certain needs of client. Therefore, if sense of loneliness, disappointment, depression and inability are created in personnel, patients and customers will not trust in services provided by them,  personnel’s knowledge and literacy and their ability in creating confidence and trust in customers will be reduced, personnel’s job knowledge, professional skill, information, awareness and adequate and updated information will be considered weak from the opinion of customer and finally, personnel’s ability in mutual understanding about customer and its condition will be decreased.

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