Effect of perceived Quality of Services on Patient's Satisfaction in Physician's Offices of Ilam Township

Observance professional code of ethics and patient satisfaction has a great importance in medical practice. Therefore, this study was carried out to determine of the effect of perceived quality of services on patient satisfaction in in Physician's Offices of Ilam Township.
This cross-sectional study was done by using a convenience sampling method on 381 patients referred to physician's offices of Ilam. Researcher-made questionnaire was used for data collection after gaining the face and content validity, and confirming reliability. Data were analyzed using SPSS SPSS20 and regression analysis.
Ethical Considerations: After presenting the research objectives, emphasizing on confidentiality and obtaining patient's oral consent to participate in research, questionnaires were distributed.
Findings: perceived quality of services in dimensions of reliability, trust, empathy, accountability and physical factors effects on patients 'satisfaction referred to doctor's offices of Ilam city, directly (p=0.001). Patients’ satisfaction increased with their age, but decreased by higher educational levels and complementary insurance coverage. Based on regression analysis, the trust or reliability, perceived the greatest impact than other dimensions, and physical factors were the least impact on patient satisfaction.
Findings showed the trust and reliability has the greatest impact on patient satisfaction than other dimensions. With regarding to the patients’ rights and expectations, physicians can provide the necessary background to gain patients, satisfaction through improving the quality of services. Also, physicians must consider moral virtues and values such as care, honesty, compassion and empathy in the treatment of patients in their medical practice, in addition to professional duties based on rights and obligations.