Combining Quality House Method and Servqual Analysis in Quality of Medical Clinic Services

One of the problems of service unit managers is identifying actions and prioritizing them to improve service quality. The purpose of this study was to determine combining Quality House method and SERVQUAL analysis in quality of medical clinic services.

This is a descriptive study. In this study, two statistical populations including Clinical Reference Society and Medical-Cosmetic Experts were used. From the first population, using Cochran formula with 5% error, 386 clients were randomly selected to complete "Importance Degree Questionnaire" and "SERVQUAL Questionnaire". In the second population, a sample of 4 physicians and 4 university teachers was selected to complete the “Relationship Matrix Questionnaire’. According to the validity of previous studies, their reliability was measured by Cronbach's alpha. At first, the clients 'demands for the clinic service were identified using the clients' comments and then their importance was calculated by the questionnaire of importance and difference between the current quality level and the expected quality level of the clients (quality gap) by the “SERVQUAL Questionnaire”. After determining the weight of each request, corrective measures were identified to meet these demands, according to the expert's opinion. Then, with the "Communication Matrix Questionnaire", the relationships of these corrective actions with the demands were determined and finally the weight of each corrective action was determined. Data were analyzed by SPSS. 16.

12 client requests and 15 corrective actions were identified and prioritized. "Physician performance" and "hygiene" were the most important demands and "Para clinical services" had the highest quality gap and the highest weight. Corrective measures of "skilled personnel recruitment" and "use of new medical equipment" were also top priorities.

Using a combination of quality house methodology and SERVQUAL analysis, corrective actions were identified to improve the quality of medical clinic services and prioritize their implementation. It is recommended to combine these two methods in determining corrective actions and prioritizing their implementation to improve the quality of medical clinic services.