Volume 12, Issue 2 (Jun & Jul 2018)                   payavard 2018, 12(2): 90-98 | Back to browse issues page

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Arab M, Jaafari Pooyan E, Rahimi Forushani A, Rivandi A S. The Quality of Services Perceived and Expected by Those referring to Private Labs Under the Health Insurance Contract. payavard. 2018; 12 (2) :90-98
URL: http://payavard.tums.ac.ir/article-1-6496-en.html
1- Professor, Health Management and Economics Department, School of Public Health, Tehran University of Medical Sciences, Tehran, Iran
2- Associate Professor, Health Management and Economics Department, School of Public Health, Tehran University of Medical Sciences, Tehran, Iran
3- Professor, Epidemiology and Biostatistics Department, School of Public Health, Tehran University of Medical Sciences, Tehran, Iran
4- Master of Sciences Student in Health Management and Economics Department, School of Public Health, International Campus, Tehran University of Medical Sciences, Tehran, Iran , azamsadatrivandi@gmail.com
Abstract:   (336 Views)
Background and Aim: The quality of healthcare services is determinant in patients’ improvement process, upgrading their satisfaction, ranking healthcare centers, and preventing patients’ repeated referrals leading to more costs for healthcare centers and insurance companies. The purpose of this study was to evaluate the quality of services -- from the perspective of patients -- given by the laboratories having contract with Iran Health Insurance Organization (IHIO). 
Materials and Methods: In this cross-sectional study, the opinions of 302 patients having referred to the laboratories in contract with IHIO in Tehran were surveyed with a researcher-developed questionnaire. Descriptive and inferential statistical tests were used to analyze and report the results.
Results: The sample included 43.5% males and 56.5% females. Most of the participants were married (71/3%). Based on the results, the patients' perception of the quality of laboratory services was 78%. Their expectation of services was 85%. The gap between perception and expectation of clients in all dimensions was statistically significant (p<0/001).
Conclusion: The gap between clients’ perception and expectation in all dimensions suggests that there is some room for improving the quality of laboratory services. The results of this assessment can surely affect the way IHIO treats with laboratories in terms of extending contracts and strategic purchase of services from these centers. In addition, patients' opinions will be important in improving the quality of services. 
Full-Text [PDF 401 kb]   (217 Downloads)    
Type of Study: Research | Subject: Hospital Managment
ePublished: 2018/07/15

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