An Interpretive Structural Model of the Quality Services to Cataract Patients

To improve the elements of quality services provided to cataract patients following an interpretive structural approach.

This applied and analytical descriptive study was carried out and the data were collected through library and literature review and during the brain storming with experts for screening with fuzzy Delphi. A questionnaire on the severity of the effects of the components of the quality services provided to patients with cataract was designed based on interpretive structural modeling. The validity of the questionnaire was evaluated by 5 corneal specialists as well as 6 experts of health services management. The Cronbach's alpha for the reliability of the factors was 0.768, showing a fairly good correlation. Since this method is based on the opinion of the experts, 10 experts familiar with the subject of research have been used and the Matrice d’Impacts croises-multiplication appliqúe and classment (MICMAC) method has been used to determine the Driving and dependence Power of the elements of quality of services to cataract patients.

Based on the interpretive structural model, the variables “technology and innovation capability” and “reliability” have the most impact on the model and were the basis of the model, meaning that the lack of use of new technologies in the operation of cataracts and the lack of patient trust in the health care provider changes the satisfaction of the quality services provided.

Holding seminars, training courses, and retraining in specialized fields to update the knowledge of staff and physicians to improve the confidence component, and explain the time of postoperative visits and proper functioning in case of unwanted complications to improve the continuity of service component will lead to patients’ satisfaction with the quality of services.