تحليل وضعيت ارائه خدمات باليني در بخش‌هاي دانشكده دندانپزشكي رفسنجان بر اساس مدل سروكوال در سال تحصيلي 1395-1394

Situation Analysis of Clinical Performance in Departments of Rafsanjan Dental School Based on Servqual Model in 2016- 2017Academic Year

زمينه و هدف: با توجه به اهميت نظام‌هاي سلامت، بررسي ابعاد مختلف كيفيت خدمات در اين زمينه ضرورت دارد. اين ارزيابي تاكنون در دانشكده دندانپزشكي رفسنجان انجام نشده بود. هدف از اين مطالعه تعيين شكاف موجود در كيفيت ارائه خدمات در بخش‌هاي باليني اين دانشكده بود. مواد و روش‌ها: اين مطالعه توصيفي در سال تحصيلي 1395-1394 انجام شد. مراجعه‌كنندگان 180 نفر از بيماران بخش‌هاي مختلف باليني دانشكده دندانپزشكي رفسنجان بودند. داده‌ها توسط پرسش‌نامه استاندارد سروكوال كه به سنجش كيفيت خدمات در قالب 31 سؤال و شش بعد مي‌پردازد، جمع‌آوري و پردازش شد. در پردازش داده‌ها از آزمون‌هاي t مستقل، t زوجي و آناليز واريانس يك‌طرفه استفاده شد. يافته‌ها: در تمامي ابعاد پرسش‌نامه بين انتظارات و ادراكات، شكافي معنادار (0/001

Background and Objective: According to the importance of health systems, assessing the different aspects of health care service quality comes into necessity. This assessment has not been done in Rafsanjan School of Dentistry yet. The purpose of this study was assesing and analysing the existing gap within service performance quality in clinical departments of this school. Materials and Methods: This descriptive study was carried out in 2016-2017 academic year. Participants were 180 patients of clinical departments of Rafsanjan Dental School. Data were collected by SERVQUAL standard questionnaire which assesses quality of services in six dimentions and 31 questions and then analysed. In data analysis, independent t- test, paired t -test and one-way ANOVA were used. Results: A significant gap (p<0.001) was reported in all dimentions of the questionnaire and between expectations and perceptions. The largest gap pertained to the dimention of accessibility (-1.57±0.91) and the lowest was related to the dimention of assurance (-1.37±0.58). The total mean of gap of this questionnaire was calculated -1.24±0.34 for this faculty. "In time service providing” had the largest gap among all of the questions (-2.26±1.06). Largest gap between clinical departments was reported for oral medicine department (-2.40±0.63). Conclusion: Regarding to lack of relative satisfaction which was seen in all dimentions, measures, and clinical departments, requirement of effective planning for reducing each departments gap and promoting service quality look urgent.