Impact of Six-Sigma Approach on Increasing Patient Satisfaction in Shahid Rajayi Hospital Badr Zeinab Afshara, Imani Mohammad Taghib aDepartment of Educational Management, College of Psychology and Educational Science, Islamic Azad University, Central Tehran Branch, Tehran, Iran bAssistant Professor in Department of Educational Management, College of Educational Science, Islamic Azad University, Rudehen Branch, Rudehen, Iran Online published on 2 August, 2016. Abstract The present study was aimed to examine the effect of six sigma approach on patient satisfaction in Shahid Rajayi hospital. Research method was practical in terms of objective; and in terms of data collection method, it was descriptive-survey. The statistical population consisted of 420 patients visiting Shahid Rajayi hospital from 2015 (second half of the year) to 2016 (April and May) in order to receive medical service. 200 individuals were selected as sample size, using simple random sampling method and Cochran formula. Data collection tool was Mohaghegh's questionnaire consisting of 27 items with 5-point Likert scale. In order to calculate validity, content validity was used. In addition, to calculate the reliability of the questionnaire, Cronbach's alpha coefficient was used. Results proved the questionnaire to be valid and reliable. Using SPSS software, analysis of data was done in two sections: descriptive (mean, standard deviation, tables, percentage, frequency), inferential (Kolmogorov–Smirnov (K-S) single-group "t" test and "t" test for two independent groups). Results showed that in terms of treatment quality, treatment time, and duration of treatment, sample mean is greater than theoretical mean. However, in connection to wait time, sample mean is smaller than theoretical mean. Therefore, in three dimensions, i.e. treatment quality, treatment time, and duration of treatment, patient satisfaction is higher than a medium value. However, in connection to wait time, their satisfaction is smaller than medium; in connection to six sigma status, results showed that in components such as measurement, analysis and control, sample mean is greater than theoretical mean. However, in terms of definition and improvement, sample mean is smaller than theoretical mean; level of performing six-sigma affects treatment quality; level of performing six sigma affects treatment time; level of performing six sigma affects duration of treatment; level of performing six sigma affects wait time. Top Keywords Six sigma, patient satisfaction, measurement, analysis, control. Top |