Assessment of Quality of Services in Health Posts From the Perspective of Clients; Esfarayen, 2023

Background and Aims: Community health largely depends on the primary health care sector in a country. Therefore, the level of quality of services provided in these centers is effective in creating public satisfaction. The purpose of this study is to determine the quality of health services from the point of view of clients in the health centers of Esfarayen city. Materials and Methods: This descriptive-analytical study was conducted on 332 people who referred to 9 health posts in Esfarayen city in 2023. The sample size was selected using the available non-random method and the data was collected using the SERVQUAL standard questionnaire. Data were analyzed using t-test, and ANOVA by SPSS version 22. Result: The service recipients assess the average quality of service delivery (81.97 out of 100). Service quality was high in all dimensions measured in the Serqual questionnaire. The most desirable and unfavorable dimensions were the reliability (21.25±3.04) and empathy (11.25±2.45) respectively. The results showed that there is a statistically significant relationship between the job and the total quality score (p<0.05). Conclusion: The results of this study show that in the health centers of the city of Efrain, the average score of service quality was high in all five dimensions; At the same time, improving the dimension of empathy through understanding problems, sympathy and individual attention to clients will require more attention.