Quality Of Postpartum Care From The Viewpoint Of Service Recipients Of Comprehensive Health Center Using The SERVQUAL Model

Introduction: Postpartum service as one of the most important health care is a very important factor in preventing unwanted maternal outcomes. This course is an ideal time to intervene and support mothers in order to improve their health. Today, the most important way to increase the quality of care is to check the quality of the quality, and the clients are an integral part of the assessment of this type of service.Therefore, the aim of this study was to determine quality of postpartum care from the viewpoint of service recipients using the servqual model in sanandaj comprehensive health centers in 2017. Materials and Methods: This descriptive-analytical study was conducted on 384 women who referred to the comprehensive health centers of Sanandaj for postpartum care.Sampling was done by classification. Data collection was performed by the standard SERVQUAL questionnaire, which measures the quality gap in 5 dimensions of the service (tangibility, reliability, assurance, responsiveness and empathy) and measures 22 questions. Data were analyzed by SPSS-23 software using descriptive statistics, t-test and ANOVA. Results: In all five dimensions, the quality of services was a negative quality gap. The highest mean quality gap was in the reliability dimension (1.82) and the lowest mean gap was related to the responsiveness dimension (1.55). Conclusion: The results indicate that there is a gap between expectations and perceptions of service providers, and efforts to meet needs and expectations are necessary.