Introduction: Covi-19 is the most pervasive crises in recent decades that has caused unmissable changes in customer behavior. Increasing patient numbers has created many challenges for health care providers and their staff, reduced referrals to health insurance and consequently lack of access to the care needed, lockdown and fear of infection have made online customer experience a serious issue for providing better health services. The aim of this study was to present a structural-interpretive model of online customer experience in covid-19 period.
Methods: The present study is based on pragmatism. In the qualitative part Meta-Synthesis (MS) which is a kind of review study and in quantitative stage, interpretive structural models have been used and it has done in 2020. In the qualitative section, by systematically reviewing 326 articles, 36 articles were selected and the identified dimensions were used to present the final model, structural-interpretive modeling technique and penetration-dependence analysis.
Results: The findings indicate that, the structure has the dimensions of company experience, health safety experience, website experience, emotional experience, payment experience, product/service experience and security experience. Also, the company’s experience is independent component, emotional experience as dependent component and the other are related components.
Conclusion: Given that the main goal of the health insurance organization is to protect the patient, it is recommended that by utilizing the findings of this research and focusing on the telemedicine approach, improve the online experience of its customers in the time of covid-19.

Introduction: Identifying factors affecting the financial aspects of hospital is an important step for its strategic control. Therefore, this study aimed to assessment the trend and determinants of inpatient and outpatient revenue in a COVID-19 patient s’ treatment center.
Methods: The present study was a descriptive-analytical research by applying time series analysis. Raw data on the hospital income (by inpatient and outpatient) and the potential factors were gathered monthly by referring to the administrative departments of the hospital, during 2015-2020. Dickey-fuller unit root test was used to measure stationary trend of the variables. The auto-regression distributed lagged model (ARDL) was used to study the effect of independent variables on hospital income. All analyzes were performed in Eviews software.
Results: During the study period, on average 73.65% of hospital revenues were related to inpatient income and the rest were outpatient income. The total revenue trend of the hospital at the current price has increased significantly from April 2015 to august 2020
(P<0.0001), while this at the fixed price has decreased significantly (P<0.0001). At the beginning of the admission of a Covid-19 patient (February 2020), the hospital income has decreased significantly and after three months in May 2020, it has returned to its long-term trend. The results showed that inpatient and outpatient income was significantly affected by the variables of quantity of service, quality of care and hospital performance indicators (P<0.05).
Conclusion: Hospital revenue was significantly declined at the commence of Covid-19 pandemic. Increasing the capacity of intensive care beds, raising hotel service tariffs, changing insurance policies and supporting upstream organizations can be effective strategies to control the economic consequences of the Covid-19 epidemic on hospitals.

Introduction: Introduction: The Covid-19 pandemic unprecedented risks to the health system as one of the main pillars of development and social welfare has emerged around the world and in Iran, and in the last 20 months, the world has witnessed new paradigms of human life, including the need to observe social distance to deal with this pervasive and global disease. The aim of this study was to determine the factors affecting the production and accumulation of social capital and its effects on the process of observing social distance as one of the non-pharmacological policies to deal with the prevalence of Covid-19 pandemic, in line with research from other countries and filling the gap available in Iranian research.
Methods: Extracting, quantifying and determining the equations of variables and determining the boundaries of the system in the process of production and accumulation of social capital in this study by summarizing the views of theorists, experts by conducting semi-structured interviews and combining it was done by fuzzy Delphi method. Modeling and data analysis was performed with a systemic approach and methodology of systems dynamics and the use of Wensim software.
Results: After simulating the model and performing tests to confirm its validity, it was found that there is a gap between social capital and the process of observing social distance as one of the non-pharmacological policies of the health system to control the Covid-19 pandemic. There is a causal and positive relationship. By performing tests for model structure, system behavior and policy sensitivity analysis, optimistic, pessimistic and realistic scenarios based on 8 selected policies, the optimal policy for long-term reforms and changes were selected and proposed.
Conclusion: The findings of this study, while explaining some unknown aspects of people’s behavior and the effects of social capital on the observance of social distance to control the Covid-19 pandemic, provide strategies for health policymakers that if implemented, we will see more and more public confidence as the main factor in the reproduction and accumulation of social capital and the support of people to transition from the current unfavorable situation to better conditions.

Introduction: The COVID-19 caused many changes in the performance and productivity of health service providers. The purpose of this study was to investigate the effects of the COVID-19 pandemic on the financial and performance indicators of one of the hospitals in Tehran.
Methods: This historical cohort study was conducted in the first 6 months of 2018 as the pre-pandemic period and the first 6 months of 2019 as the post-pandemic period. 13 performance indicators of inpatient departments; 9 operational indicators of the whole hospital and 3 financial indicators were included in the study. The data were received in a pre-designed Excel form from the statistics unit and quality improvement unit of the hospital, and after entering SPSS and checking their normality, they were analyzed with Wilcoxon's non-parametric test.
Results: Average indices of bed circulation (P=0.028), discharged patients (P=0.028) and hospitalized patients (P=0.046) were significantly reduced. The index of death before 24 hours (P=0.027) and after 24 hours (P=0.028) and ED discharge (P=0.028) also increased significantly. The average profit of the hospital at the current price and the actual price had increased significantly (P=0.028). Total current income increased, but real income decreased, which were not significant. Current and real costs were also reduced, only the real cost reduction was significant (P=0.028).
Conclusion: The COVID-19 had a significant impact on the hospital's financial and performance indicators. It’s necessary for hospital managers to have an appropriate model for the development of services and the sustainability of resources during a crisis.