Satisfaction of martyr's families of supplemental insurance in receiving of paraclinical services

This study aimed the evaluation of satisfaction of paraclinical services in the martyrs’ families covered by supplemental insurance. 325 members of martyrs’ families who have used paraclinical services (injections/bandages, laboratory tests, imaging services, physiotherapy and travel services) were studied. Satisfaction with the received services, distance to the receiving location of services and repayment were assessed. Reliable self-designed questionnaire (Cronbach's alpha=0.84) were approved. 31.86 percent with the average age of 60.37±17.42 years have used paraclinical services. The using of laboratory services had the highest frequency and physiotherapy the lowest, 59.1% and 5.2%, respectively. Satisfaction level of “very high” and “high” in different services varied between 70-91%. Satisfaction of the distance to the location of services ranged from 58 to 73%. Payment was reported for 36% (N=118) and44.1% (N=52)of them was applied for repayment and in 42.3% (N=22) cases the fee was received. 17-40% of them were not satisfied with the process of repayment. Lack of insurance coverage for some paraclinical services and incomplete or prolongation of repayment were the most common causes of dissatisfaction. A significant relationship (P<0.001) was observed between the satisfaction of the distance to the location of services and location (city or rural area). Satisfaction of study population from supplemental insurance in paraclinial services is relatively high. However, satisfaction of distance to the location of services and particularly repayment process are significantly low. The most important problem in receiving paraclinial services are lack of insurance coverage for service and incomplete repayment.