Assessment the Gap between Patient's Expectations and the Services Provided to them in Selected Hospitals of Tehran in 2012

Article abstract: Patients are the main axis in hospital and all of the hospital services are provided for their satisfaction، this consent cannot be obtained merely with high technology، but this is the more function of personnel behavior and performance. Since one of the desired characteristics in the hospital، is to meet the expectations of patients and the from service process، this study aimed to determine the gap between expectations and the services provided for patients in selected military hospitals of Tehran. This study was a descriptive-analytical study that performed by cross-sectional method. The research society was patients in three selected hospitals of Tehran. 264 patients selected by randomizeclassification method and sample size was calculated based on the sampling formula. Data collected through Parasuraman standard questionnaires and statistical software SPSS16 used for analysis. Descriptive statistics and statistic tests included Mann-Whitney U، Kruskal-Wallis، Wilcoxon and Spearman correlation coefficient. The results show that the highest quality gap (-0. 87) is related to Accessibility and the lowest level of quality gaps (-0. 56) is related to the Assurance. Gaps in all dimensions of quality as well as the overall quality are statistically significance. Hospitals managers and policy makers focus on the needs and desires of the patients as unique reason for hospital entity to offer the better service and quality. Considering the expectations of patients could improve the quality of hospital services.