Satisfaction of patients presenting to health insurance offices: using data mining method

The quality of healthcare services can be determined by patient satisfaction as it affects the performance, sustainability, and durability of health services. The aim of this study was to analyze the satisfaction of patients presenting to health insuranceoffices by using the data mining method.

A cross-sectional study was conducted on those who referred to the offices of the Health Insurance Organization (e.g., Kerman, Sistan and Baluchestan, Hormozgan and Yazd provinces)who were selected by non-random cluster sampling. A researcher-made questionnaire consisting of 79 items was used for data collection. Face and content validity of 0.86% was obtained using the views of five academic experts. Cronbach's alpha coefficient of the questionnaire was 0.966. Data were analyzed by SPSS-18 software.

The studied variables regarding quality service indicators included speeding up the administration of affairs, non-discrimination between clients, empathy with clients, keeping clients' secrets, politeness and kindness, paying attention to the needs and wishes of clients. Access to information, raising awareness, payment of compensation, attention to the rights of the disabled, rule of law and clarification of matters and criticisms were in a favorable condition, and service quality is the only unfavorable indicator in health insurance offices.

Governments are required to respect people's rights regardless of skin color, race, religion, gender, and in the present study, the satisfaction of clients with the performance of insurance service offices was evident.