Hospitals are the fundamental part of health system and must attempt to identify effective factors on customer satisfaction and improving the internal process. This research is designed to identify the effective factors on internal processes in Tohid hospital. The population is hospital staffs and clients and patients in Tohid hospital in Sanandaj. We have used Cochran formula for staffs and unlimited sample size to determine the sample size and both samples are 150 people. Sampling method for patients and clients and staffs are random sampling and classification sampling, respectively. This research is based on descriptive and correlation. We have used questionnaire to collecting information. We analyzed information by Pearson’s correlation coefficient test and multivariate regression. The results show that five factors – risk management and patient safety, continuity of excellence of health services, operational excellence, interacting with patients and accessibility – effect on improving the internal processes in hospital.
