Quality of Primary Health Services in the Clinics of Shomal Health Center of Tehran
Background and Objective: Quality is a major concern in the services offered by the health sector. The first basic step, in formulating any quality-improvement program, is recognizing consumers’ perceptions and expectations of the services' quality. The aim of this study is to determine the gaps in the health services and provide solutions to increase clients' satisfaction in the clinics of Shomal Health Center of Tehran.
Material and Methods: This cross-sectional and descriptive study was done in 2013. The sample size was 325, proportionately selected from the recipients of primary health care in each clinic. Data was collected by a questionnaire, based on the five dimensions of service quality gap SERVQUAL instrument; which includes 22 questions. The collected data was statistically analyzed using SPSS software.
Results: There was a significant difference between the client's perception and expectation in each of the five dimensions of service quality. The smallest gap was in the communion (0.68) and the largest gap in the concrete (0/88) service. The client's education was significantly associated with the quality gap.
Conclusion: None of the service dimensions were beyond the expectations of the respondents. Therefore, there is an ample room for improving the service processes.Keywords: Health center, Quality of service, SERVQUAL, Shomal Health Center, Primary Health
Sharma B, Gadenne D .An investigation of the perceived importance and effectiveness of quafity management approaches. The TQM Magazine 2001;13(6):433-43.
Sahney SD, Banwet K, Karunes S, An Integrated Framework for Quality in Education, Application of quality function deployment , interpretive structural modeling and path analysis. Total quality Management 2006,17(2):265-85.
West E. Management matters the link between hospital organization and quality of patient care .Quality in Health Care 2001;10:40-8.
Ghobadian A, Speller S, Service quality, concept and models . International Journal of quality management 1994;11:43-66
Parasuraman A, ZeithamlVA, Berry LL. SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing 1998;64(1):12-40.
Cock D, Adams IC, Ibbetson AB, Baugh P. REFERQUAL: a pilot study of a new service quality assessment instrument in the Gp exercise referral scheme setting. BMC health Serv Res 2006;6:61.
Kebriaei A, Akbari F, Hosseini M, Eftekhar Ardabili H, Pourreza A. Survey on quality gap in primary health care in Kashan health centers. Journal Qazvin Univ Med Sci 2004;31:82-88. (Full text in Persian)
Sharifirad GH, Shamsi M, Pirzadeh A, Daneshvar P. Quality gap in primary health service in Esfahan womens perspective. Journal health research 2010, 6(1): 95-105. (Full text in Persian)
Mohammadi A, Shoghli AR. Survey on quality of primary health care in Zanjan district health centers . Journal of Zanjan University of medical science 2009;16(65):89-100. (Full text in Persian)
Gholami A, Salari Lak Sh, Gharaaghaji Asl R, et al. Quality gap in primary health care in urmia health centers ; 2009, Journal of Urmia university of medical science 2010;21:347-53. (Full text in Persian)
Huseyin A, Erdogon HE, Salih TK, Gearing Service quality in to publice and private hospitals in small island, Epirical Evidence from Cyprus . International Journal of health care quality Assurance 2008;21(1):1-14.
Anderson EA, Zwelling LA. Measuring Service quality at the University of Texas M.D, Anderson Cancer. International Journal of Health Care Quality Assurance 2006;9(7): 9-22.
Aghamollaie T, Zare SH, Kebriyaie A, Podat A, Quality of primary health care from the perspective of women referred to health centers in Bandar Abbas , Journal payesh 2008; 121-127(Full text in Persian)
Tabibi S J, Gohari M R, Shari S, Aghababa S. Assessment of health care services in outpatient clinics based on servqual model in Hospital of Tehran, Journal Tehran University of medical Sciences 2011;5(4):49-56. (Full text in Persian)
Zarei A, Arab M, Rahimi A, Rashidian A, Ghazi Tabatabaie M. Service quality of private hospitals: The Iranian patients perspective, BMC Health Service Research 2012,12:31.
Tarahi MJ, Hamo Zadeh P, Bijanvand M, Lashgar Ara B. Survey on quality of primary health care in Khoramabad health centers , Journal of Lorestan university of medical science 2009;14:13-21. (Full text in Persian)
Gholami A, Nori A, Khojastehpour M, Askari M. Quality gap in primary health care in Neyshabour health care centers. Journal of Shahed University 2011;92:1-11. (Full text in Persian)
Lim PC, Tang NKH, A study of patients expectations and satisfaction in Singapore hospital, International Journal Health care Quality Assurance 2000;13:290-299.
Karydis A, Komboli M, Panis V. Expectations and perceptions of Greekpatients regarding the quality of dentalhealth care, International Journal of Quality in Health care 2001;13:409-41.
The authors transfer all copyright ownership of the manuscript to the Social Determinants of health Research Center in the event the work is published. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the published version of the work, with an acknowledgement of its initial publication in this journal.
As part of our commitment to the widest-possible distribution of scientific literature, we have embraced the CC BY-NC licenses for the work that we publish. This license lets others remix, tweak, and build upon your work non-commercially, and although their new works must also acknowledge you and be non-commercial, they don’t have to license their derivative works on the same terms.