Archives of the Turkish Society of Cardiology
Service Quality from the Perspective of People with Myocardial Infarction [Turk Kardiyol Dern Ars]
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

Kamal Gholipour1, Jafar Sadegh Tabrizi2, Solmaz Azimzadeh3, Samad Ghafari4, Shabnam Iezadi5
1Tabriz Health Services Management Research Center,Tabriz University of Medical Sciences, Tabriz, Iran
2Department of Health Services Management, Faculty of Management and Medical Informatics,Tabriz University of Medical Sciences, Tabriz, Iran
3Iranian Center of Excellence in Health Management, School of Management and Medical Informatics, Tabriz University of Medical Sciences, Tabriz, Iran
4cardiovascular Research Center, Department of cardiology, Faculty of medicine, Tabriz University of Medical Sciences, Tabriz, Iran
5Student 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 Cronbach’s 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.

Keywords: Service Quality, SQ, Myocardial Infarction, MI, Patients’ Perspective, Importance, Performance

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Corresponding Author: Kamal Gholipour, Iran
© copyright 2018 Archives of the Turkish Society of Cardiology
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