Evaluation of the Quality of Health Care Services of the Injured and Chemical Veterans during the Holy Defense Period since the Time of Injury in Kashan in 2017

Hospitals and health centers are places, where the injured and chemical veterans go to treatment methods. The aim of this study was to determine the difference in expectations and perceptions of the injured and chemical veterans from the quality of health care services.
Instruments and The present study is descriptive cross sectional survey that was carried out in Kashan in 2017. The statistical population consisted of 900 injured and chemical veterans in Kashan by random sampling method, of whom 270 were selected based on the sample size of the Cochran; they were evaluated, using the SERVQUAL questionnaire. Investigations were performed on the dimensions of tangibility (Physical facilities, appearance of the hospital, and the staff), reliability (Stability and precision in the work), accountability (Timely delivery, prompt response, and readiness for providing service for patient), assurance (Building trust and security in patients), and empathy (Understanding the needs of the patients and paying attention to them). The dependent t test and SPSS 24 software were used to analyze the data. There was a significant difference between the perceptions and expectations of the injured and chemical veterans about the five dimensions of service quality (tangibility, reliability, accountability, assurance, and empathy; p<0.0001). The tangibility showed the highest quality-related gap and the lowest quality gap was related to empathy. Despite the high quality of services, in all aspects of the quality of service, there is a significant difference between patient expectations and existing quality (perception), which requires the authorities to improve the quality in all respects, especially the dimension of tangibility and assurance.