Quality of Nursing Services in Dialysis Center of Valiasr Hospital in Zanjan from Nurses and Patients' Viewpoint Using the SERVQUAL Model

Quality of care is one of the basic rights of patients. Since the survey of nurses and patients' viewpoint can provide more comprehensive information about the status of provision of services, this study aimed to assess the quality of nursing care from nurses and patients viewpoints. This applied descriptive-analytic study was conducted in Zanjan in 2016. In this study, 150 patients and 16 nurses working in the only dialysis center in Zanjan located in Valiasr Hospital were enrolled by census method. Data were completed using the SERVQUAL questionnaire (Service Quality). Paired t-test, independent t-test and ANOVA and SPSS 16 software were used to analyze the data. From the perspective of the patients participating in the study, the gap (i.e. the difference in what was expected of the patients and what they understood in practice) was in the quality of providing services in all aspects of perceptions and expectations, except for the guarantee of existence (P < 0.001). From the viewpoint of nurses, there was a gap in the quality of services in all aspects of perceptions and expectations (P < 0.001). There was a significant relationship between education (P = 0.027) and occupation (P = 0.002). The results of this study indicate that there is a gap in the quality of nursing care in the dimensions of perceptions and expectations of patients and nurses. Therefore, it is recommended to design and implement programs to improve the quality of nursing services after investigating and identifying the reasons for the lack of quality of services