Gholipour Kamal, Tabrizi Jafar Sadegh, Azimzadeh Solmaz, Ghafari Samad, Iezadi Shabnam
Tabriz Health Services Management Research Center, Tabriz University of Medical Sciences, Tabriz, Iran.
Turk Kardiyol Dern Ars. 2018 Apr;46(3):197-204. doi: 10.5543/tkda.2017.90250.
Service quality (SQ) generally refers to the nonclinical aspects of health services and primarily focuses on the relationship between the care provider and the customers, and the environment in which care services are delivered. The aim of this study was to assess the SQ provided for myocardial infarction (MI) from the patients' perspective.
A cross-sectional study was conducted with 164 patients with MI at the Tabriz Shahid Madani cardiology clinic. Study participants were selected using convenience sampling. SQ was measured using a validated Comprehensive Quality Measurement in Healthcare SQ questionnaire. The reliability was confirmed based on Cronbach's alpha coefficient (α=0.81). SQ was calculated using the formula SQ=10- (importance × performance), based on the importance and performance of non-health-related aspects from the customers' perspective. Importance scores ranged from 1 to 10 and performance was scored between 0 and 1.
Of 164 participants, about 75% were men and almost 44% were between 51 and 65 years of age. From the customers' perspective, the total SQ score was 6.80 (0-10 scale), and the individual scores for all SQ aspects were below an acceptable level. Confidentiality, dignity and continuity were given the highest scores, while availability of support groups had the lowest score.
The study findings revealed an opportunity to improve SQ. Patient and provider participation in quality improvement activities could be an effective strategy to improve the aspects of health care quality that were most important to the customers and those with low scores, such as availability of support groups.
服务质量（SQ）通常指卫生服务的非临床方面，主要关注护理提供者与客户之间的关系以及提供护理服务的环境。本研究的目的是从患者角度评估为心肌梗死（MI）患者提供的服务质量。
在大不里士沙希德·马达尼心脏病诊所对164例心肌梗死患者进行了横断面研究。采用便利抽样法选取研究参与者。使用经过验证的医疗服务质量综合测量问卷来测量服务质量。根据克朗巴赫α系数（α=0.81）确认了可靠性。根据客户对非健康相关方面的重要性和表现，使用公式SQ=10 - （重要性×表现）来计算服务质量。重要性得分范围为1至10分，表现得分在0至1分之间。
在164名参与者中，约75%为男性，近44%年龄在51至65岁之间。从客户角度来看，服务质量总得分是6.80（0至10分制），所有服务质量方面的单项得分均低于可接受水平。保密性、尊严和连续性得分最高，而支持小组的可及性得分最低。
研究结果揭示了改善服务质量的机会。患者和提供者参与质量改进活动可能是一种有效的策略，可改善对客户最重要且得分较低的医疗质量方面，如支持小组的可及性。
