Customer Quality and Maternity Care in Tabriz Urban Health Centers and Health Posts
Purpose: Customer Quality (CQ) refers to customer’s characteristics related to the consumer knowledge, skills and confidence to be actively participating with health team in right decision making, appropriate activities, changing environment and their health related behaviors. The Purpose of this study was to assess customer quality of maternity care from the perspective of pregnant women during pregnancy in Tabriz, Iran.
Methods: A cross-sectional study was conducted with 185 pregnant women in their ninth month of pregnancy who received maternity care from urban health centers and health posts in Tabriz. All participants were selected randomly from 40 health centers and health posts. Customer Quality was measured using CQMH_CQ questionnaire. Questionnaire content validity was reviewed and confirmed by 10 experts and its reliability was confirmed based on Cronbach's alpha index (α = 0.71).
Results: All participants achieved stage 1 scores of Customer Quality; 81% reached the actual action stage. Only 14% reported the highest Customer Quality score and ability to change the action by changing health and environment. Participants registered in health centers at the second trimester of pregnancy, reported a higher Customer Quality score, reflecting higher capacity for self-care and self-management.
Conclusion: Empowering pregnant women by engaging them in the service delivery process and decision making can promote costumer quality and pregnant women’s ability for good decision making and appropriate action. In addition, encouraging health care providers to improve customer’s capabilities could have an important role in this process.