Investigating the effect of Interventions on improving the Service Quality of Physiotherapy Clinic in Rehabilitation Faculty of Tabriz in 2011-2012

Quality is the main indicator in assessing health system performance and service quality which refers to non-clinical aspect of health care. This study aims at surveying and improving service quality of delivered care in physiotherapy clinic of Tabriz rehabilitation faculty. The present study is an interventional one which collects the data from 324 patients and their coadjutors through a structured interview using a researcher made questionnaire. The questionnaire includes 7 questions in demographic factor and 38 ones in eleven aspects of service quality. The data was analyzed then using SPSS 16 and the obtained results were reported based on the mean (standard deviation) for quantitative and frequency (percentages) for qualitative variables. In the pretest phase, the six aspects including choice of provider, safety, prevention and early detection, dignity, autonomy and availability had non-acceptable service quality scores but in the posttest phase, all the aspects improved significantly and the total service quality score improved from 8.58 to 9.83 (P<0.001). The obtained result indicated that the quality of delivered care could be improved through appropriate interventions. In addition, the acquired results could be used in the similar circumstances to create respectful environments for health care customers.