Investigating the Quality of Diagnostic and Treatment Services Purchased From Specialist Doctors Using the Servqual Model and Giving Solutions
Introduction:This research aimed to investigate the quality of diagnostic and therapeutic services purchased from specialist doctors using the Servqual model and to provide solutions. Materials and Methods:The opinions of 51 specialists were collected regarding the quality of services provided by do...
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| Format: | Article |
| Language: | English |
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Mashhad University of Medical Sciences
2023-01-01
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| Series: | Patient Safety and Quality Improvement Journal |
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| Online Access: | https://psj.mums.ac.ir/article_22057_4dee394592d5db48068e09515fc9dc7a.pdf |
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| author | Saeid khayatmoghadam Azam Babaki Rad Ali Asghar Zabihi Ameneh Zabihi |
| author_facet | Saeid khayatmoghadam Azam Babaki Rad Ali Asghar Zabihi Ameneh Zabihi |
| author_sort | Saeid khayatmoghadam |
| collection | DOAJ |
| description | Introduction:This research aimed to investigate the quality of diagnostic and therapeutic services purchased from specialist doctors using the Servqual model and to provide solutions. Materials and Methods:The opinions of 51 specialists were collected regarding the quality of services provided by doctors using the Servqual standard questionnaire. Then, using the Servqual model, the gap between expectations and perceptions was calculated and ranked based on priority from the largest to the smallest gap. In the following, with the help of the Delphi method, with the cooperation of experts, solutions were collected to improve the dimensions, and after that, the importance of the solutions was determined using the second questionnaire. Results:Gaps in order of priority of reliability, responsiveness, tangibility, assurance, and finally, empathy were determined. Six solutions were determined to improve reliability, 10 to improve responsiveness, 4 to improve physical dimensions (tangible), 9 to improve assurance, and 4 to improve empathy. After ranking the solutions, six solutions that scored lower than the average (3.08) were removed, and 27 solutions were approved. Conclusion:Considering the calculated gap between expectations and perceptions in all dimensions, the following solutions are suggested to reduce the gap; improving the performance of basic insurance organizations, motivating doctors, estimating the price of services based on quality, developing treatment protocols with the help of specialized associations and contracting with doctors by insurance organizations based on the best time for the visit. |
| format | Article |
| id | doaj-art-da563d802b984bb3894acdb03b5a79f1 |
| institution | Kabale University |
| issn | 2345-4482 2345-4490 |
| language | English |
| publishDate | 2023-01-01 |
| publisher | Mashhad University of Medical Sciences |
| record_format | Article |
| series | Patient Safety and Quality Improvement Journal |
| spelling | doaj-art-da563d802b984bb3894acdb03b5a79f12025-08-20T03:35:02ZengMashhad University of Medical SciencesPatient Safety and Quality Improvement Journal2345-44822345-44902023-01-01111556110.22038/psj.2023.67220.137122057Investigating the Quality of Diagnostic and Treatment Services Purchased From Specialist Doctors Using the Servqual Model and Giving SolutionsSaeid khayatmoghadam0Azam Babaki Rad1Ali Asghar Zabihi2Ameneh Zabihi3Assistant Professor, Department of Management, Mashhad Branch , Islamic Azad University, Mashhad,Iran.Assistant Professor, Department of Management, Mashhad Branch , Islamic Azad University, Mashhad,Iran.Department of Management, Mashhad Branch , Islamic Azad University, Mashhad, Iran.Department of Management, Mashhad Branch , Islamic Azad University, Mashhad, Iran.Introduction:This research aimed to investigate the quality of diagnostic and therapeutic services purchased from specialist doctors using the Servqual model and to provide solutions. Materials and Methods:The opinions of 51 specialists were collected regarding the quality of services provided by doctors using the Servqual standard questionnaire. Then, using the Servqual model, the gap between expectations and perceptions was calculated and ranked based on priority from the largest to the smallest gap. In the following, with the help of the Delphi method, with the cooperation of experts, solutions were collected to improve the dimensions, and after that, the importance of the solutions was determined using the second questionnaire. Results:Gaps in order of priority of reliability, responsiveness, tangibility, assurance, and finally, empathy were determined. Six solutions were determined to improve reliability, 10 to improve responsiveness, 4 to improve physical dimensions (tangible), 9 to improve assurance, and 4 to improve empathy. After ranking the solutions, six solutions that scored lower than the average (3.08) were removed, and 27 solutions were approved. Conclusion:Considering the calculated gap between expectations and perceptions in all dimensions, the following solutions are suggested to reduce the gap; improving the performance of basic insurance organizations, motivating doctors, estimating the price of services based on quality, developing treatment protocols with the help of specialized associations and contracting with doctors by insurance organizations based on the best time for the visit.https://psj.mums.ac.ir/article_22057_4dee394592d5db48068e09515fc9dc7a.pdfservice quality. servqual modeltangiblereliabilityresponsiveness |
| spellingShingle | Saeid khayatmoghadam Azam Babaki Rad Ali Asghar Zabihi Ameneh Zabihi Investigating the Quality of Diagnostic and Treatment Services Purchased From Specialist Doctors Using the Servqual Model and Giving Solutions Patient Safety and Quality Improvement Journal service quality. servqual model tangible reliability responsiveness |
| title | Investigating the Quality of Diagnostic and Treatment Services Purchased From Specialist Doctors Using the Servqual Model and Giving Solutions |
| title_full | Investigating the Quality of Diagnostic and Treatment Services Purchased From Specialist Doctors Using the Servqual Model and Giving Solutions |
| title_fullStr | Investigating the Quality of Diagnostic and Treatment Services Purchased From Specialist Doctors Using the Servqual Model and Giving Solutions |
| title_full_unstemmed | Investigating the Quality of Diagnostic and Treatment Services Purchased From Specialist Doctors Using the Servqual Model and Giving Solutions |
| title_short | Investigating the Quality of Diagnostic and Treatment Services Purchased From Specialist Doctors Using the Servqual Model and Giving Solutions |
| title_sort | investigating the quality of diagnostic and treatment services purchased from specialist doctors using the servqual model and giving solutions |
| topic | service quality. servqual model tangible reliability responsiveness |
| url | https://psj.mums.ac.ir/article_22057_4dee394592d5db48068e09515fc9dc7a.pdf |
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