The chronic conflict in the Occupied Palestinian Territory poses additional challenges to the access and delivery of healthcare services. The intrusion of politics is reflected on the operations of all the Palestinian institutions. Governmental Hospitals in Palestine operate above the limits of their design capacity. This state of work to cope with high demand leaves behind adaptive responses and practices that negatively affect the quality of care. This cross sectional study assesses patient satisfaction as hospital outcome and applies process analysis approach to achieve the research objective in an attempt to improve quality in Palestinian hospitals.

Eng. Wasim Sultan, born in Palestine, 1967. Studied Electrical Engineering at Baghdad University 1989. In 2007 Started to study Master in Management. This book is a research work in Hospital Operations 2011. Since 2014, a PhD candidate at the University of Minho/Portugal, expected to defend his thesis in hospital productivity by the end of 2017.