ميزان رضايت مراجعين از ارايه خدمات بهداشتي در مراكز بهداشتي درماني شهري تابعه دانشگاه علوم پزشكي و خدمات درماني اراك

Satisfaction with service delivery in clients referring to urban health centers affiliated to Arak University of Medical Sciences

Introduction: Health care services in a community have a direct relation with the community health and development. People have different needs in the different ages, and meeting the needs is possible in the health care centers framework. The aim of this descriptive study was to assess satisfaction with service delivery in clients referring to urban health centers affiliated to Arak University of Medical Sciences. Methods: In this study 285 clients were selected using convenient sampling method. Data gathering tool consisted of 51 questions composed of demographic data (11 items), questions related to clients satisfaction with service delivery on maternity and child care (11 items), family planning services (9 items), vaccination (9 items), as well as health education (11 items). Content validity was used to validate the tool and test-retest was calculated to determine reliability. Results: The results showed a high level of satisfaction for mother and child services (37.69±4.18), moderate level of satisfaction for family planning (28.14±4.50), a high level of satisfaction with vaccination (31.44±2.88). The results also revealed that most of clients (78.8%) were satisfied of health education. Also 86.1% and 83.3% were satisfied of maternity & child care and vaccination staff behaviors respectively. Conclusion: As a whole, findings indicated a general satisfaction with service delivery and staff behavior. Their average satisfaction was 63.2%. Further studies concerning the quality of services delivered by the health centers are necessary.