Assessment of Delivered Care Service Quality in Inflammatory Bowel Disease from the Patients' Perspective

Abstract

​Background and objectives : Quality of delivered care is a mainindicator in health care services which leads to optimum response regarding customer needs. This study aims atassessing delivered care service quality in Inflammatory Bowel Disease from the patients' perspective. Material and Methods : This cross sectional study was conducted with participation of 94 patients with Inflammatory Bowel Disease using valid and reliable questionnaire and random sampling in EmamReza hospital and Golgahst clinic. Generally, Service quality was calculated using SQ=10 – (Importance ×Performance) based on patients' perspective. Data were analyzed using SPSS 17. Results : The results showed that total service quality score was 7.21which is lower than acceptable point(9).From the service quality aspects, the continuity of care, choice of provider and confidentiality achieved highest scores and aspects of prevention, support groups and safetyscored lowest respectively. In this study, thequality of basic amenities and confidentiality had the highest importance and performance respectively. Conclusion : The study indicates that total service quality and the majority of its dimensionshave not got acceptable status and there is a notable gap between the customers' expectations and providers' performance.

Keywords

• inflammatory bowel disease
• service quality