Service quality of deliverd care to women with urinary incontinence from the perspective of patient in tabriz outpatient settings - 2014

Abstract

Abstract Background: Service Quality generally refers to the non-health and non-clinical aspects of the health services and mainly focuses on relationship between care provider and health customers, and the environment in which care services are delivered. This study aimed to assess SQ from the perspective of women with urinary incontinence in tabriz outpatient settings. Methods and Materials: A cross-sectional study was conducted with 196 women with urinary incontinence who received care from the perspective of patient in tabriz outpatient settings . SQ was measured using valid CQMH_SQ questionnaire and its reliability was confirmed based on Cronbach’s alpha index (α =0.85). SQ was Service Quality was calculated using: SQ=10–(Importance×Performance). based on importance and performance of non-health aspects from the customer’ perspective. Importance scores ranged from 1 to 10 and performance score varied from 0 to 1. Data analyzed using SPSS-19 software. Result: Almost 34.7% of participants aged between 40-49 years. All of the aspects of SQ had score was lower than acceptable score, also from the customers’ perspective the average service quality score was 6.25 (1.18) of 10. Choice of care provider and Dignity achieved the highest and Cost of care, prevention and access had the lowest scores SQ scores. Conclusions: The study findings indicate a considerable gap in most aspects of the current state and the desired state. According to average score of service quality, It seems makers and service providers participation can be a good way to improve service quality. Also it is need to focus on such aspect of health care quality that were most important for Customer ,and the worst aspects such as cost.