The Quality of Postpartum Care from the Perspective of the Recipients of the Comprehensive Health Center Service Using the SERVQUAL Pattern

Abstract

Postpartum delivery care, considered as one of the most important health care activities, is a very important factor in preventing unwanted maternal outcomes. This course is an ideal time to intervene in order to improve their health. Nowadays, the most important way to improve the quality of care is to evaluate the quality. Therefore, the present study aimed to determine the quality of postpartum care from the viewpoint of recipients using the SERVQUAL pattern in Sanandaj comprehensive health centers in 2018. Methods: This descriptive-analytic study was conducted on 384 women who referred to the comprehensive health centers of Sanandaj for postpartum care. Sampling was done by classification. Data was collected by the standard SERVQUAL questionnaire, which measures the quality gap in 5 dimensions of the service (tangibility, reliability , assurance, accountability and empathy) and measures 22 questions. Data was analyzed by SPSS 23 using descriptive statistics, t-test and ANOVA. Results: In all five dimensions of quality of services there was a negative quality gap. The highest mean quality was in the reliability dimension (-1.82) and the lowest mean gap was related to the responsiveness dimension (-1.55). Also, there was no significant relationship between age, education level and number of children and quality gap (P> 0.05). Conclusion: The results showed that there is a gap between expectations and perception of service providers, and efforts to meet needs and achieve expectations are necessary.

Evaluating quality of contraceptive counseling using SERVQUAL model: A cross-sectional study in southern Ethiopia, 2021

“…28 Expectations (E) are referred to as clients’ wants or desires regarding what they think a service provider should offer. 29 …”

“…28 Expectations (E) are referred to as clients' wants or desires regarding what they think a service provider should offer. 29 Each question had five options, rated from 1 (strongly disagree) to 5 (strongly agree). The counseling service quality-gap score for each dimension was calculated by subtracting the expectancy score from the perception score for that dimension.…”

“…3,4 Counseling service provision is critical to increasing service utilization and has a profound impact on economic situations. [5][6][7] The interaction between contraceptive counselors has a decisive influence on the QOCC services. It provides an opportunity for clients to assess and evaluate service quality; conversely, it provides healthcare providers with the ability to manage contraceptive counseling services.…”

“…As such, this could have a significant impact on quality improvement, method choice, and client satisfaction with the service they receive. 5,6,11,21 From the perspective of unmet contraceptive needs, the key approach to improving FP use continuity is to provide adequate FP counseling services. However, the QOCC in Ethiopia is currently low and varies from region to region.…”

“…As such, this could have a significant impact on quality improvement, method choice, and client satisfaction with the service they receive. 5 , 6 , 11 , 21…”