Gap Analysis of Service Quality from Bedridden Patient's Point of view at Hospitals of Tehran Medical Sciences Islamic Azad University

Ever-increasing development of quality-oriented and customer orientation in health services, through continuous feedback of patients expectations and continual recovery of service presentation, is possible. Patient satisfaction can impact on compliance with suggested treatment and therefore impact on health outcomes.
this correlation-descriptive study of 405 bedridden patients was done at 3 hospitals that are depending to Tehran medical sciences Islamic Azad University that were selected according to the available sampling. Information collecting tools was a questionnaire including of two parts demographic and questions measuring service quality (SERVQUAL).
The highest quality of hospital service in the perceptions of the reliability dimension was with 17.5 averages and the lowest percentage was related to tangibility dimension with the average of 12.84. The highest average of hospital services quality in the expectation part was related to Empathy dimension with the average of 21.12 and the lowest percentage was related to tangibility dimension with the average of 17.23. The gap between patients’ perceptions and expectations at hospitals depending to Tehran medical sciences Islamic Azad University equal to -19.9 units. The lowest gap with -2.52 unit related to service Assurance dimension and the most gap with -4.6 units related to Empathy expectations.
For promotion of treatment health service quality, it’s necessary to establish a balance between services presenting and patient expectations. Suitable quality control is was to decrease of quality gap.