الفهرس 
History of quality management in the manufacturing and service sectors’ perspectiveOnly 14 pages are availabe for public view
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Abstract
The quality of service delivery has become an important focus of attention
and there is sufficient evidence that implementation of quality management
in the health sector will reduce the cost and provide higher quality.
Objectives: to assess the present situation in obstetrical and gynecological
health care service, to know what are the major limitations of the way of
improvement and to know the outcome of implementing quality from the
customer‘s point of view.
Subject and Methods: a cross sectional study included 100 health care
providers, 600 patients and an intervention part.
Result: Observational audit of 100 P. V. C insertions in the obstetric
emergency unit revealed the proper P.V.C insertions according to the national
guide line and hospital protocol were 0%.Results for patients satisfaction
shows that (81.33%) were satisfied of services provided in obstetrical and
gynecological department and (5.5%) were highly satisfied while the
dissatisfied patients account (10.5%) and the highly dissatisfied were only
(2.67%). The highest score of satisfaction is in Administration (mean=4.29)
and the examination room domain (mean=4) while Admission and discharge
domain shows the lowest score of satisfaction (mean=2.11).. As regard the
intervention part of the study difficult admission system and overcrowded
outpatient gate were chosen by the quality team.
Conclusion: In this study the observational auditing of 100 P.V.C insertions
revealed a discrepancy between clinical practice and trustable guidelines. In
this study the majority of the client was satisfied with the services. This thesis
highlights the importance of clinical audit and also show that one of the
important measures of the quality of health care is by assessing client
satisfaction.
Keywords: quality of services, patient satisfaction, quality indicators .