eISSN: 2449-8580
ISSN: 1734-3402
Family Medicine & Primary Care Review
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1/2019
vol. 21
 
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abstract:
Review paper

Primary health care quality in Iran: a systematic review and meta-analysis

Hasan Abolghasem Gorji
1
,
Sanaz Royani
1
,
Mohammad Mohseni
2
,
Saber Azami-Aghdash
3
,
Ahmad Moosavi
4
,
Sepideh Gareh Sheyklo
5

  1. Department of Health Services Management, School of Health Management and Information Sciences, Iran University of Medical Sciences, Tehran, Iran
  2. Health Management And Economics Research Center, Iran University of Medical Sciences, Tehran, Iran
  3. Tabriz Health Services Management Research Center, Health Management and Safety Promotion Research Institute, Tabriz University of Medical Sciences, Tabriz, Iran
  4. Department of Health and Community Medicine, Dezful University of Medical Sciences, Dezful, Iran
  5. Department of Obstetrics and Gynecology, Dezful University of Medical Sciences, Dezful, Iran
Family Medicine & Primary Care Review 2019; 21(1): 71–77
DOI: https://doi.org/10.5114/fmpcr.2019.82982
Online publish date: 2019/03/22
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Quality measurement is the first step in improving overall quality. Servqual has been identified as one of the most important methods frequently used in assessing the quality of healthcare services. This study aims to systematically review and conduct meta- analysis of conducted studies in this regard in which Servqual tools were used to assess and measure the quality of services. In this systematic review and meta-analysis, the required data were collected using several keywords (and their Persian equivalents): services quality, Servqual, quality, gap, primary health cares, health services, Iran. The databases searched were as follows: PubMed, Scopus, Google Scholar, SID, Magiran, and Iranmedex. The comprehensive meta-analysis (CMA) software, Version 2 was used for data analysis. Based on the random effect model, the total mean score of Service Consumers’ perception, Service Consumers’ expectation and the gap between them were estimated as being 3.81 (95% CI: 3.56–4.06), 4.49 (95% CI: 4.31–4.67) and -0.83 (95% CI: -065 – -1.01), respectively. The lowest score of consumers’ perception of services quality, was related to the empathy dimension (3.57) and the highest score of consumers’ expectation of services quality was related to the reliability dimension (4.60). Furthermore, there was a quality gap in all dimensions. In order to achieve desired quality and meet service receivers’ needs, attention should be always given to their views, so that proper planning can be done to address existing problems through assessing views. Should such be undertaken, we would be able to witness services quality improvement.
keywords:

delivery of health care, quality of health care, meta-analysis, Iran

  
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