Abbasi-Moghaddam Mohammad Ali, Zarei Ehsan, Bagherzadeh Rafat, Dargahi Hossein, Farrokhi Pouria
Department of Health Care Management, School of Allied Medical Sciences, Tehran University of Medical Sciences, Tehran, Iran.
Department of Health Service Management, School of Management and Medical Education, Shahid Beheshti University of Medical Sciences, Tehran, Iran.
BMC Health Serv Res. 2019 Mar 15;19(1):170. doi: 10.1186/s12913-019-3998-0.
Measuring patients' perception from health service quality as an important element in the assessment of service quality has attracted much attention in recent years. Therefore, this study was conducted to find out how the patients evaluated service quality of clinics at teaching hospitals affiliated with Tehran University of Medical Sciences in Iran.
This cross-sectional study was conducted in Tehran in 2017 and 400 patients were randomly selected from four hospitals. Data were collected using a questionnaire, the validity and reliability of which were confirmed in previous study. In order to analyze the data, T-test, ANOVA, and Pearson correlation coefficient were calculated using SPSS 23.
The results indicated that among eight dimensions of health service quality, the patients were more satisfied with physician consultation, services costs and admission process. The highest and lowest mean scores were related to physician consultation (Mean = 4.17), and waiting time (Mean = 2.64), in that order. The total mean score of service quality was 3.73 (± 0.51) out of 5. Outpatient services were assessed as good, moderate and weak by 57.5, 40 and 2.5% of the patients, respectively. There was a significant relationship between the positive perception of service quality and reason for admission, source of recommendation, gender, education level, health status, and waiting time in the clinics (p < 0.05).
The majority of the patients had a positive experience with visiting clinics and perceived service provision as good. In fact, patients' perceptions of physician consultation, provision of information to patients and the environment of delivering services, are the most important determinants of service quality in clinics.
近年来，将患者对医疗服务质量的感知作为服务质量评估的重要因素备受关注。因此，本研究旨在了解伊朗德黑兰医科大学附属医院门诊患者对门诊服务质量的评价。
本横断面研究于2017年在德黑兰进行，从四家医院随机选取400例患者。采用问卷调查收集数据，该问卷的效度和信度在先前研究中已得到证实。为分析数据，使用SPSS 23计算t检验、方差分析和Pearson相关系数。
结果表明，在医疗服务质量的八个维度中，患者对医生问诊、服务费用和入院流程满意度较高。最高和最低平均分分别依次与医生问诊（平均分=4.17）和等待时间（平均分=2.64）相关。服务质量总平均分为3.73（±0.51）（满分5分）。分别有57.5%、40%和2.5%的患者将门诊服务评为好、中、差。患者对服务质量的积极感知与入院原因、推荐来源、性别、教育程度、健康状况以及门诊等待时间之间存在显著关系（p<0.05）。
大多数患者门诊就诊体验良好，认为服务提供较好。事实上，患者对医生问诊、信息提供和服务环境的感知是门诊服务质量的最重要决定因素。
