Assessing Service Quality of delivered care from the perception of patients with high blood pressure in Tabriz health centers in 2019

Abstract

Abstract Introduction: Paying attention to quality of delivered service plays a crucial role in the management of hypertension and adherence to treatment. The aim of this study was to measure the service quality of care provided to hypertensive people in Tabriz health centers. Methods: This cross-sectional study was performed in 2019 with the participation of 152 hypertensive people who were registered in 18 selected health centers in Tabriz. Data were collected using a 13-dimensional service quality questionnaire based on importance and performance of service quality aspects. Service quality was calculated from the formula (service quality = 10 - (significance * performance)). Data were analyzed by SPSS-23 software. Results: According to the findings of the study, 73.7% of study participants were female and most (35.5%) were between 61 and 70 years old. Also, 56.6% of people had a history of hypertension in their family. Total service quality score was 7.93 out of 10. Dignity achived the highest score of service quality (9/17) and prevention (5/77) and support groups (5/48) had the lowest score respectively. Conclusion: There is a significant gap between the expectations of hypertensive people and the actual performance of the health centers. Establishing support groups consisting of patients as well as group therapy and the use of new technologies can be effective in improving service quality.