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Arab M, Jaafari pooyan E, Rahimi Forushani A, Rivandi A S. Service Quality of Health Insurance Contracted Private Laboratories from the Perspectives of Their Patients in Tehran. payavard. 2018; 12 (2)
URL: http://payavard.tums.ac.ir/article-1-6473-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 Science Student in Health Management and Economics Department, School of Public Health, International Campus, Tehran University of Medical Sciences, Tehran, Iran , azamsadatrivandi@gmail.com
Abstract:   (97 Views)
Background and Aim: Quality of healthcare services is crucial in patient improvement and increasing their satisfaction. It is also important in ranking healthcare centers in terms of quality and preventing patients repeated referrals leading to more cost for healthcare centers and insurance companies. The insurance companies in Iran mostly focus their efforts on reviewing medical records that prevents them from addressing the quality domain. The purpose of this study was to evaluate the service quality of the contracted laboratories within Iran Health Insurance Organization (IHIO) from the perspectives of patients.
Materials and Methods: In this cross-sectional study, the opinions of 302 patients who came to the laboratories in contract with IHIO in Tehran surveyed by 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 female. Most of the participants were married (3/71%). Based on the results, the patients' perception of the quality of laboratory services was %78. Their expectations of the services were %85. The gap between perception and expectation of clients in all dimensions were statistically significant (p<0/001).
Conclusion: The existing gap between perception and expectation of patients in various dimensions suggests that there are some rooms for improving the quality of the Laboratories' services. The results of this assessment can surely affect the way IHIO treat to the laboratories in terms of extending contracts and strategic purchasing of services from these centers. In addition, the patient's opinions will be important in improving service quality.
     
Type of Study: Research | Subject: Hospital Managment
Received: 2018/05/27 | Accepted: 2018/05/27 | Published: 2018/05/27

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