تحقیقات سلامت در جامعه (Jan 2021)
Association between Emotional Intelligence and Quality of Service Delivery of Health Care Providers
Abstract
Introduction and purpose: Emotional intelligence has a crucial role in organizational performance, especially in the health domains facing high levels of emotions and challenges. Given that emotional intelligence is a skill based on competency that can be learned, it provides training in specific competencies causing the expansion and improvement of quality performance. In this regard, the present study aimed to investigate the effect of emotional intelligence on the quality of service delivery of health care providers. Methods: The present descriptive-analytical study was conducted in regions supported by Tehran University of Medical Sciences, Tehran, Iran, in 2019. A total of 500 individuals (including 250 health care providers and 250 clients of the health centers) were selected using random cluster sampling. Two valid questionnaires were used for data gathering, namely Schering’s Emotional Intelligence and SERVQUAL. The data were analyzed using descriptive statistics, two-way analysis of variance (ANOVA), and correlation and regression analyses in SPSS software (version 21). Results: The results of the present study showed a significant positive relationship between emotional intelligence and quality of services (r=0.45; P=0.001). The dimensions determined the relationships respectively between self-awareness with responsiveness, assurance, reliability, empathy, and tangibles. Regression results also showed that 20% of the changes in the service quality variable based on the emotional intelligence of health care providers can be explained. Two-way ANOVA demonstrated that the interactive effect of age and experience on emotional intelligence was significant (P<0.01). Conclusion: Considering the impact of the quality of service delivery in the health system on all aspects of personal and social life, paying attention and providing training of emotional intelligence dimensions for health care providers can improve the quality of service delivery and satisfaction.
