Author/Authors :
Tabrizi، Jafar S. نويسنده Health Services Management Research Centre, Tabriz Medical Sciences University, Tabriz Iran , , Askari، Samira نويسنده Department of Health Services Management, Tabriz Medical Sciences University, Tabriz Iran , , Fardiazar، Zahra نويسنده Department of Obstetrics and Gynecology, Tabriz University of Medical Sciences, Tabriz, Iran. , , Koshavar، Hossein نويسنده MSc, Instructor, Department of Biostatistics, Faculty of Health and Nutrition, Tabriz University of Medical Sciences, Tabriz, Iran , , Gholipour، Kamal نويسنده Department of Health Services Management, Student Research Committee, Tabriz University of Medical Sciences, Tabriz, Iran ,
Abstract :
Background: Our aim was to determine the service quality of delivered care for
people with Caesarean Section and Normal Delivery.
Methods: A cross-sectional study was conducted among 200 people who had
caesarean section and normal delivery in Al-Zahra Teaching Hospital in Tabriz,
north western Iran. Service quality was calculated using: Service Quality = 10 –
(Importance × Performance) based on importance and performance of service quality
aspects from the postpartum women?s perspective.A hierarchical regression
analysis was applied in two steps using the enter method to examine the associations
between demographics and SQ scores. Data were analysed using the
SPSS-17 software.
Results: “Confidentiality”, “autonomy”, “choice of care provider” and “communication”
achieved scores at the highest level of quality; and “support group”,
“prompt attention”, “prevention and early detection”, “continuity of care”,
“dignity”, “safety”, “accessibility and “basic amenities” got service quality score
less than eight. Statistically significant relationship was found between service
quality score and continuity of care (P=0.008).
Conclusion: A notable gap between the participants? expectations and what
they have actually received in most aspects of provided care. So, there is an opportunityto
improve the quality of delivered care.
