THE QUALITY OF SERVICES PERCEIVED AND EXPECTED BY THOSE REFERRING TO PRIVATE LABS UNDER THE HEALTH INSURANCE CONTRACT

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ARAB MOHAMMAD; JAAFARI POOYAN EBRAHIM; RAHIMI FORUSHANI ABBAS; RIVANDI AZAM SADAT

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Journal: Payavard Salamat Year:2018 | Volume:12 | Issue:2 Page(s): 90-98

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Information Journal Paper

Title

THE QUALITY OF SERVICES PERCEIVED AND EXPECTED BY THOSE REFERRING TO PRIVATE LABS UNDER THE HEALTH INSURANCE CONTRACT

Author(s)

ARAB MOHAMMAD | JAAFARI POOYAN EBRAHIM | RAHIMI FORUSHANI ABBAS | RIVANDI AZAM SADAT | Issue Writer Certificate

Keywords

PRIVATE LABORATORIESQ1

IRAN HEALTH INSURANCE ORGANIZATION (IHIO)Q1

TEHRANQ1

PATIENTS' PERCEPTION AND EXPECTATIONSQ1

SERVICE QUALITYQ2

Abstract

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.

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APA: Copy

ARAB, MOHAMMAD, JAAFARI POOYAN, EBRAHIM, RAHIMI FORUSHANI, ABBAS, & RIVANDI, AZAM SADAT. (2018). THE QUALITY OF SERVICES PERCEIVED AND EXPECTED BY THOSE REFERRING TO PRIVATE LABS UNDER THE HEALTH INSURANCE CONTRACT. PAYAVARD-SALAMAT, 12(2 ), 90-98. SID. https://sid.ir/paper/149656/en

Vancouver: Copy

ARAB MOHAMMAD, JAAFARI POOYAN EBRAHIM, RAHIMI FORUSHANI ABBAS, RIVANDI AZAM SADAT. THE QUALITY OF SERVICES PERCEIVED AND EXPECTED BY THOSE REFERRING TO PRIVATE LABS UNDER THE HEALTH INSURANCE CONTRACT. PAYAVARD-SALAMAT[Internet]. 2018;12(2 ):90-98. Available from: https://sid.ir/paper/149656/en

IEEE: Copy

MOHAMMAD ARAB, EBRAHIM JAAFARI POOYAN, ABBAS RAHIMI FORUSHANI, and AZAM SADAT RIVANDI, “THE QUALITY OF SERVICES PERCEIVED AND EXPECTED BY THOSE REFERRING TO PRIVATE LABS UNDER THE HEALTH INSURANCE CONTRACT,” PAYAVARD-SALAMAT, vol. 12, no. 2 , pp. 90–98, 2018, [Online]. Available: https://sid.ir/paper/149656/en

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