Determination of Quality of Services Provided by Family Physician Team from Recipient's Perspective in Ajabshir City

Quality study is very important given that the issue of quality is a great health challenge in most communities. Satisfaction of service''s recipients accounts for a main part in this regard and it is an important tool to measure quality of health and medical services. This study aimed at measuring the quality of the services provided by family physician team from recipients'' perspective.

Present descriptive and cross-sectional study was conducted in autumn 2009 in Ajabshir city. Study population included all the service recipients of family physician and the sample comprised of 140 individuals selected by random classification method. Data collection instruments were researcher designed questionnaires that measured 9 aspects of quality. Collected data were analyzed using statistical tests by SPSS 15.

Mean score for quality of services provided by family physicians was 45. 17±11. 16 and satisfaction rate from quality of these services was 10 percent. 35. 7% of the subjects were dissatisfied with the services. Among the studied indices، efficiency had the highest mean score of 64. 3±13. 4 and the highest satisfaction rate (70. 7%). On the other hand، the lowest mean score (28. 4 ±12. 3) and satisfaction rate (0%) was related to availability.

Performance of some services provided by family physician was found to be poor and level of quality was not desirable. Planning to improve some indices such as «availability» and «amenities» by authorities can improve quality of services provided by family physicians and satisfaction among services'' recipients.