Customer Quality in patients with chronic renal failure un-dergoing hemo-dialysis at the general hospitals of Tabriz -2016

Abstract

ABSTRACT Background and Objective: Customer Quality (CQ) refers to the patients or health care consumers' characteristics and the knowledge, skills, confidence and trust that he will be actively participated with the healthcare team the correct decision, taking appropriate actions and change their environment and health-related behaviors. In this study, the quality of care provided to the customer in chronic renal failure disease using hemodialysis services is examined. Materials and Methods: This cross - sectional study was carried out with participation of patients with chronic renal failure undergoing hemodialysis services in hemodialysis centers of Tabriz public hospital 2016. Customer Quality was assessed using Includes 19 questions CQ questionnaire based on Comprehensive Quality Measurement in Health care questionnaire (CQMH_CQ). Participants based on CQ score were assigned to one of CQ stage include: 1) believing in his/her role, 2) having the necessary confidence and knowledge to take action, 3) taking actions in maintaining and improving his/her health, and 4) staying on course even under stress. Inde-pendent Samples T test and ANOVA were conducted to compare CQ score between categor-ical variables. SPSS-19 statistical software was used to analyze the data. Results: According to the study findings the average customer quality in chronic renal failure patients on hemodialysis was 73.83. The results indicates that all study participants have the belief that they are responsible for their health promotion and only 30.5% of patients with chronic renal failure undergoing hemodialysis was able to staying the course even under stress and financial constraints. Conclusion: Customer quality of patients with chronic renal failure undergoing hemodialysis was at mod-erate level, and only a limited number of participants in critical condition and stress could have continuity in the care process. Therefore, improving self-management self-confidence capabilities in patient undergoing hemodialysis by patients' involvement in care process must be considered as a preriority program in health system.