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