Quality of Services Provided in Physicians Offices and its Effect on Patient Satisfaction

Background & Aims of the Study: The satisfaction of the patients referred tomedical centers for the quality of services provided in these centers impacts oncontinuance of referring. The aim of this study is to evaluate the quality ofservices provided in these centers and its impacts on patients satisfaction. In thisstudy, the quality of services is studied from five aspects of confidence, empathy,evident, trust and accountability and their effects on patients as well.Materials & Methods This survey had performed by simple random sampling ofpatients who referred to doctor s offices of Ilam. The study population included allpatients referred to doctors’ offices in 2014 in the city of Ilam. According toMorgan table, 381 individuals were selected randomly as samples. Questionnairewas used to collect data and their external validity, content validity was confirmedas well. Data were analyzed using Spearman correlation test and multipleregression in SPSS-21 software.Results: The results showed a significant positive correlation between the qualityof service perceived at the level of one percent of the empathy, confidence-raising,physical factors, accountability, reliability and satisfaction of patients. In addition,the results of multiple regression analysis showed that the perceived quality ofservices could determine 56 percent of the dependent variable changes, patientsatisfaction.Conclusion: Doctors can provide the ground for obtaining patients satisfaction bycreating proper environment, fulfilling promises, accountability, good behavior,privacy, giving accurate information to patients and respect them.

Keywords:

PatientSatisfactionQualityPhysicians