Improving the Quality of Services for the Elderly Referred To 22-Bahman Hospital: An Action Research

Introduction: Along with an increase in the prevalence of chronic diseases, demographic changes are regarded as a challenge in the health care systems for the elderly. To improve the quality of health care, the communication between health care providers and older patients should be taken into consideration. This study was conducted to improve the quality of services for the elderly referred to 22-Bahman Hospital. Method: This is a qualitative action research study. The study population included 11 elderly patients admitted to the different wards of 22-Bahman Hospital. Their age range was between 65 to 89. In the first stage after obtaining informed consent, data was collected and recorded purposefully by using an unstructured interview in 30 minutes. Qualitative content analysis was used to analyze data.In the second stage, a focus group consisted of 12 members of the health care team was formed and their attitudes in providing optimal health care as well as constrains and problems of the elderly were proposed and recommended solutions were evaluated. In the third stage, a workshop was held and evaluation was performed in different stages. Results: The content of interviews was analyzed and classified into the following concepts: 1. Problems of nursing care quality.2. The lack of participation in decision-making.3. The lack of respect.4. Limited resources to improve the welfare of patients.5. Worries about treatment payment .6. Nutritional issues.The following problems were reported by health care team in the focus group: 1.Crowded wards. 2. Shortage of nurses .3. Hearing problems and amnesia in the elderly.4. Reduced learning.5.Patients without a companion.6. Patients' dialect. Conclussion: The results indicated that training nurses and health care team for aging process and physical and mental needs of this vulnerable group is necessary. So, action research is an effective way which influences the manner and incentives of health care team. The participation of elderly patients in action research improves health care services and consequently reduces the dissatisfaction of elderly patients.