Average of Fulfilling Patients' Expectations from Interactive Voice Response Appointment Systems And Websites in Selected Clinics in Isfahan

Aim:  In this study, the average of patientschr('39') expectations of fulfillment from Interactive Voice Response (IVR) and clinicschr('39') websites to make appointments for patients in Isfahan have been investigated. Methods:  The study is a cross-sectional survey. The research population was all patients referred to the clinic of Amin and Al-Zahra hospitals of Isfahan University of Medical Sciences in 1398. The sample size was obtained based on Cochranchr('39')s formula 384. Simple random sampling method was used to select individuals. Data collection tools were two researcher-made questionnaires. The face and content validity of the questionnaires were reviewed and confirmed using the opinions of experts. The reliability of the questionnaire was assessed by calculating Cronbachchr('39')s alpha. This average was calculated as 85% for all questions. The collected data were analyzed at the level of descriptive statistics, including average, frequency and frequency percentage, using SPSS software version 18. Results: The results showed that the average of patientschr('39') expectations fulfillment through IVR appointments in the clinics of Al-Zahra and Amin hospitals in a total of examined six dimensions was 3.65 points (average). The average of patientschr('39') expectations fulfillment through the website in these hospitals was 3.79 points (maximum). Conclusion:  Patientschr('39') expectations fulfillment from the IVR and the website appointment systems in the clinics of Al-Zahra and Amin hospitals were moderately met. This seems to be improving somewhat with the increase in information about new patient appointment systems.