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

Background & Aims of the Study: The satisfaction of the patients referred to medical centers for the quality of services provided in these centers impacts on continuance of referring. The aim of this study is to evaluate the quality of services provided in these centers and its impacts on patients' satisfaction. In this study, 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 of patients who referred to doctor's offices of Ilam. The study population included all patients referred to doctors’ offices in 2014 in the city of Ilam. According to Morgan table, 381 individuals were selected randomly as samples. Questionnaire was used to collect data and their external validity, content validity was confirmed as well. Data were analyzed using Spearman correlation test and multiple regression in SPSS-21 software. Results: The results showed a significant positive correlation between the quality of 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 of services could determine 56 percent of the dependent variable changes, patient satisfaction. Conclusion: Doctors can provide the ground for obtaining patients satisfaction by creating proper environment, fulfilling promises, accountability, good behavior, privacy, giving accurate information to patients and respect them.