Turk Kardiyol Dern Ars. Ahead of Print: TKDA-90250 | DOI: 10.5543/tkda.2017.90250
Service Quality from the Perspective of People with Myocardial Infarction
, Jafar Sadegh Tabrizi2
, Solmaz Azimzadeh3
, Samad Ghafari4
, Shabnam Iezadi51
Tabriz Health Services Management Research Center,Tabriz University of Medical Sciences, Tabriz, Iran2
Department of Health Services Management, Faculty of Management and Medical Informatics,Tabriz University of Medical Sciences, Tabriz, Iran3
Iranian Center of Excellence in Health Management, School of Management and Medical Informatics, Tabriz University of Medical Sciences, Tabriz, Iran4
cardiovascular Research Center, Department of cardiology, Faculty of medicine, Tabriz University of Medical Sciences, Tabriz, Iran5
Student Research Committee, Tabriz University of Medical Sciences, Tabriz, Iran
OBJECTIVE Service Quality (SQ) generally refers to the non-clinical aspects of the health services and mainly focuses on relationship between care provider and customers, and the environment in which care services are delivered. This study aimed to assess SQ for people with Myocardial Infarction (MI) from the patients perspective.
METHODS A cross-sectional study was conducted with 164 people with MI in Tabriz Shahid Madani Cardiology clinic. Study participations were selected using convenience sampling. SQ was measured using valid Comprehensive Quality Measurement in Health SQ questionnaire and its reliability was confirmed based on Cronbachs alpha coefficient (α=0.81). SQ was calculated using: SQ=10(Importance×Performance) formula, 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-17 software.
Result: Of 164 participants about 75% of participants were men and almost 44% aged between 51-65 years. All SQ aspects had scores lower than acceptable level, also from the customers perspective the SQ score was 6.80 from 10 (0-10 scale). Confidentiality, Dignity and Continuity achieved the highest and availability of support group had the lowest score.
CONCLUSIONS Study findings revealed an opportunity to improve quality in most aspects of SQ. It is recommended that patient and provider participation in quality improvement activities can be used as an effective strategy to improve health care quality that was most important for customer and quality aspects with low quality such as availability of support group.
Service Quality, SQ, Myocardial Infarction, MI, Patients Perspective, Importance, Performance
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Corresponding Author: Kamal Gholipour, Iran