Assessment of Quality of Services Delivered to Iranian Patients with Cataract

Abstract

Background: The expansion of activities and performance areas of organizations and modern management issues imply that organizations are no longer satisfied with success in only a limited number of elements. Mathematical models, thus, were formed and gradually developed for assessing organizations and providing the right tools. Objectives: This study was conducted to provide a model for improving the quality of services to patients with cataracts. Methods: The study population consisted of 20 experts in health service management in one group and 396 patients in another group. The data were used for the Importance-Performance Analysis (IPA). The first group consisted of 20 experts selected for the localization of the quality of services and the ISM. This applied descriptive-analytical study used the Fuzzy Delphi method for selecting the elements of the quality of services, the importance-performance analysis for identifying the strengths and weaknesses of these elements, and the Interpretive-Structural modeling for improving the elements of the quality of services by prioritizing the effect of the factors. Results: The eye hospital has to pay immediate attention to elements including "reliability", "support services", "knowledge of personnel", "waiting time", "assurance", "sympathy", "decorum and modesty", "understanding the patients", "patients' safety", "continuous services", "complaints management", "cleanness/tidiness of environment," and "rapid provision of services" to improve the quality of its services. Conclusions: Interpretive structural modeling showed that two variables "technology and innovation" and "reliability" acted as the cornerstone of the model and they should be emphasized first and foremost for the system to begin functioning.