The Quality of Postpartum Care from the Perspective of the Recipients of the Comprehensive Health Center Service Using the SERVQUAL Pattern

Postpartum delivery care, considered as one of the most important health care activities, is a very important factor in preventing unwanted maternal outcomes. This course is an ideal time to intervene in order to im-prove their health. Nowadays, the most important way to improve the quality of care is to evaluate the quali-ty. Therefore, the present study aimed to determine the quality of postpartum care from the viewpoint of re-cipients using the SERVQUAL pattern in Sanandaj comprehensive health centers in 2018.

This descriptive-analytic study was conducted on 384 women who referred to the comprehensive health cen-ters of Sanandaj for postpartum care. Sampling was done by classification. Data was collected by the standard SERVQUAL questionnaire, which measures the quality gap in 5 dimensions of the service (tangibility, relia-bility, assurance, accountability and empathy) and measures 22 questions. Data was analyzed by SPSS 23 us-ing descriptive statistics, t-test and ANOVA.

In all five dimensions of quality of services there was a negative quality gap. The highest mean quality was in the reliability dimension (-1.82) and the lowest mean gap was related to the responsiveness dimension (-1.55). Also, there was no significant relationship between age, education level and number of children and quality gap (P> 0.05).

The results showed that there is a gap between expectations and perception of service providers, and efforts to meet needs and achieve expectations are necessary.