Majallah-i Dānishgāh-i ̒Ulūm-i Pizishkī-i Bābul (Jan 2009)
CLIENT SATISFACTION WITH HEALTH SYSTEM SERVICES OFFERED BY URBAN HEALTH CARE CENTERS OF SHAHID BEHESHTI UNIVERSITY OF MEDICAL SCIENCES, TEHRAN, IRAN
Abstract
BACKGROUND AND OBJECTIVE: Evaluation of health system services is necessary first step for offering services and clients satisfaction is one of the important factors considered in evaluation. The objective of this study was to evaluate clients satisfaction with health and therapeutic services offered by urban health care centers of Shahid Beheshti University of medical sciences.METHODS: This cross sectional study was performed on 496 patients who referred to 25 urban health care centers. Data was gathered based on Likert scale, interview and questionnaire. FINDINGS: Mean±SD age of clients was 30±12.5 years and 69.7% of them were female. The percentage of satisfaction with therapeutic services was 60.5% and with health services was 64.6%. Satisfaction level with medical services (68.6%) and family planning (69.4%) was high and with dentistry (51.5%), pharmacy (45.3%) and vaccination services (57.8%) was low. Regarding health education, maternal-child health and injection and dressing services, percentage of satisfaction was middle. Clients who lived at the distance of less than 3 kms to health care centers and those with low education level showed significantly higher satisfaction. CONCLUSION: According to the result of this study, offering services to clients in some cases was not suitable. So it is recommended to set up suitable referral system in order to promote clients satisfaction.
