The gap between perception and expectations of patients of quality of treatment centers in Zahedan by using the Servqual model

• Main Authors: Hossein Jenaabadi, Khodayar Abili, Naser Nastiezaie, Noor Mohammad Yaghubi
• Format: Article
• Language: fas
• Published: Iranian Institute for Health Sciences Research 2011-10-01
• Series: Payesh
• Subjects: quality of service; treatment centers; servqual model; perceptions and expectations
• Online Access: http://payeshjournal.ir/article-1-498-en.html
• ISSN: 1680-7626; 2008-4536

Objective(s): To survey of the gap between perceptions and expectations of patients from quality service of treatment center.Methods: This study is descriptive-analytical that is cross-sectioned of goal oriented with 200 patients (at least with 3 days admission in the hospital of Zahedan) that was studied with parasoraman & et al questionnaire in 2 stages, before care and after care, one time perception and the other time they said self expectation about quality of treatment services.Results: Based on the findings research there are differences between the average scores of perception and expectation in all aspects of quality and this means health centers in any of the five branches of the services quality components have not been able to respond to the level of patient expectations and Quality perceived is less than expected.the difference between perceptions and expectations of quality of treatment services in tangible dimensions were (-69%), confidence (-0.685), responsiveness (-0.795), assurance (0.755), empathy (-0.84), overall quality (-0.775).Conclusion: Finding show the gap between current condition and desired condition of treatment services that could reduce with the planning, management, proper training. Medical staff should always consider this content that Patients expect for them in addition to the drug therapy, kindness, sympathy and compassion, confidence, respect, and also the sense of responsibility.