Service Quality of Delivered Care for People with Asthma in Tabriz: The Patients’ Perspective

  • Jafar Sadegh Tabrizi Associate Professor of health services management, Health Services Management Research Center, School of Management and Medical Informatics, Tabriz University of Medical Sciences, Tabriz, Iran.
  • Sahar Farahsa Master in health services management, Health Services Management Research Center, Iranian center of excellence in health management, School of Management and Medical Informatics, Tabriz University of Medical Sciences, Tabriz, Iran.
  • Ali Taghizadieh Associate Professor of Emergency Department, Tuberculosis and Lung Disease Research Center, Tabriz University of Medical Sciences, Tabriz, Iran.
  • Mohamad Asghari Jafarabadi Assistant Professor of Bio statistics, Department of Statistics & Epidemiology, faculty of Health, Tabriz University of Medical Sciences, Tabriz, Iran.
Keywords: customers’ perspective, quality in health care, , service quality, Asthma

Abstract

Purpose: The aim of this study is to assess the service quality of care given to patients with Asthma.

Methods: A cross-sectional study was conducted among 180 patients with Asthma in a clinic using simple random sampling method in Tabriz, Iran in 2013. Service quality was calculated using: SQ=10 –
(Importance ×Performance) and a verified questionnaire based on importance and performance of non-health aspects from the patients’ perspective. Data were analyzed by SPSS 16 statistical software package.
Results: Of the12 aspects of care, dignity, prompt attention, safety, quality of basic amenities, communication, prevention, and accessibility had the highest average performance values; but the highest service quality
values were for confidentiality, dignity, and choose of care provider. Participants younger than 18 years of age and those in the groups aged 19-45 had lower scores for continuity and confidentiality while participants with
good control of their asthma had higher scores for these aspects (P < 0.001) compared with poor control.
Conclusion: From the perspective of patients with asthma, there is a notable gap between their expectations and what they have actually experienced in most non-health aspects of provided care. In addition, overall service quality was identified relatively low. Therefore this study shows an opportunity to improve service quality of care for patients with asthma.

Published
2016-10-21
Section
Research Articles