Rahavard Salamat Journal

Background and Aim:part of the Health sector reform process in Iran is performances family physician and referral system. The main axis of family physician program is  performance monitoring of family physician; But at the same time evaluating the Satisfaction level of clients in evaluation process of family physician is very importan , also.The present study was conducted with the aim of Analysis of service quality gap of Family Physicians of  City Shahroo based on SERVQUAL model.

Methods: This  descriptive-analytic study was  from type of practical researches  that was done cross-sectional method in 2015. The study population consisted of urban and rural health centers implementing the National Plan of FamilyMedicin (20 health centers). According to the class random sampling method and based on the volume of clients for each center, the number of 469 questionnaires were completed and returned. To collect data, were used standard questionnaire SERVQUAL.Data were analyzed by SPSS  11.

Results:  The mean and standard deviation of the difference between expectations  and perceptions of service quality gap indicated that patients in all five dimensions have  positive expectations and lower than the current situation. The highest average score in expectations  related to the assurance dimension 64/5 ± 52/27 and the lowest score on the physical dimension 21/4 ± 47/18 respectively. The highest average score in perceptions related to the assurance and the lowest score was related to empathy. The results showed that in all dimensions  average expected obtained  higher  than current situation and this difference is significant in all dimensions (p<0.001).

Conclusion: The results of the calculation of the gap in quality of Shahrood health services shows  that what is in the form of services and care provided to them beyond what it would have been expected and In total gap was positive and this reflects the patients' satisfaction from  the provided care family physicians of by Shahrood city.