Quality of GP Services Contracted with Health Insurance Organization in Tehran

Quality improvement is expected to enhance patients’ health and satisfaction, avoid recurrent visits and reduce costs. Thus, it is of importance for third party organizations such as health insurances. This study aims to look into GPs’ service quality from the perspective of patients.
In present cross-sectional study, perspectives of 394 patients visited health insurance contracted GPs gathered by a researcher-developed questionnaire. Its validity and reliability checked and confirmed respectively by expert panel and Cronbach’s alpha (=α0.88). Descriptive and analytical statistical tests (SPSS) used to analyze and report findings.
overall score of patients’ perceptions towards GPs’ service quality was %78 and that of their expectations was %81.8, indicating a significant narrow gap (p=0.001).
A need for improvement is felt following any gap between perceptions and expectations of service quality which should be addressed by managers. However, the limited gap can also be of concern for decision-makers.