Volume 4, Issue 3 (Autumn 2018)
J Health Res Commun 2018, 4(3): 12-19 |
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Assistant Professor, Department of Health Services Management, School of Public Health, Ahvaz Jundishapur University of Medical Sciences, Ahvaz, Iran
Abstract: (2519 Views)
Introduction and purpose: The quality of service is an important factor in
improving the satisfaction of clients referring to community health centers and
the primary health care system. The aim of this study was to determine the quality
of physician services of community health centers in Ahvaz, Iran, during 2016.
Methods: This cross-sectional study was conducted on 200 patients referring
to physicians at 14 community health centers. The participants were selected
through a random sampling technique. Data were collected using Quality of
Service questionnaire (Servqual), which evaluates the quality of services in five
dimensions (22 questions).
Results: In this study, 73% of the patients were female and the mean age was
32.8±8.6 years. The mean of the waiting time for the service was 11.09±10.8 min
and the mean of visit time was 5.92±3.9 min. The findings showed that the most
desirable aspect of the quality of the physician services was "assurance". The
weakest aspect of quality was "responsiveness” dimension.
Conclusion: Among the dimensions of service quality, responsiveness and
tangibility need improvement. Health managers should strengthen these
dimensions with effective interventions in order to increase patient satisfaction.
improving the satisfaction of clients referring to community health centers and
the primary health care system. The aim of this study was to determine the quality
of physician services of community health centers in Ahvaz, Iran, during 2016.
Methods: This cross-sectional study was conducted on 200 patients referring
to physicians at 14 community health centers. The participants were selected
through a random sampling technique. Data were collected using Quality of
Service questionnaire (Servqual), which evaluates the quality of services in five
dimensions (22 questions).
Results: In this study, 73% of the patients were female and the mean age was
32.8±8.6 years. The mean of the waiting time for the service was 11.09±10.8 min
and the mean of visit time was 5.92±3.9 min. The findings showed that the most
desirable aspect of the quality of the physician services was "assurance". The
weakest aspect of quality was "responsiveness” dimension.
Conclusion: Among the dimensions of service quality, responsiveness and
tangibility need improvement. Health managers should strengthen these
dimensions with effective interventions in order to increase patient satisfaction.
Type of Study: Research(Original) |
Subject:
Management of Health Services
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