دوره 27، شماره 4 - ( مهر و آبان 1398 )                   جلد 27 شماره 4 صفحات 291-281 | برگشت به فهرست نسخه ها

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Gholipour R, Shahoei R, Ghaderkhani G, Zakaryaee S, Bahmani S. The Quality of Postpartum Care from the Perspective of the Recipients of the Comprehensive Health Center Service Using the SERVQUAL Pattern. Avicenna J Nurs Midwifery Care 2019; 27 (4) :281-291
URL: http://nmj.umsha.ac.ir/article-1-1985-fa.html
قلی پور راحیل، شاهوی روناک، قادرخانی گلبهار، ذکریایی سوما، بهمنی سوما. کیفیت مراقبت‌های پس از زایمان از دیدگاه گیرندگان خدمات مرکز جامع سلامت با استفاده از الگوی SERVQUAL. مجله مراقبت پرستاری و مامایی ابن‌سینا. 1398; 27 (4) :281-291

URL: http://nmj.umsha.ac.ir/article-1-1985-fa.html

کیفیت مراقبت‌های پس از زایمان از دیدگاه گیرندگان خدمات مرکز جامع سلامت با استفاده از الگوی SERVQUAL
راحیل قلی پور1 ، روناک شاهوی* 2، گلبهار قادرخانی3 ، سوما ذکریایی1 ، سوما بهمنی1
1- دانشجوی کارشناسی ارشد مامایی، دانشکده پرستاری و مامایی، دانشگاه علوم‌‌پزشکی کردستان، سنندج، ایران
2- دانشیار، مرکز مرقبت‌های بالینی دانشکده پرستاری و مامایی، دانشگاه علوم‌پزشکی کردستان، سنندج، ایران ، rshaho@yahoo.com
3- عضو هیئت‌علمی، دانشکده پرستاری و مامایی، دانشگاه علوم‌پزشکی کردستان
چکیده:   (15124 مشاهده)

مقدمه: خدمات پس از زایمان یکی از مهم‌ترین مراقبت‌های بهداشتی و عاملی بسیار مهم در جلوگیری از پیامدهای ناخواسته مادری است. این دوره، زمانی ایده‌آل برای مداخلات به‌منظور ارتقای سلامت آنهاست. امروزه مهم‌ترین راه افزایش کیفیت مراقبت‌ها، بررسی میزان کیفیت است؛ از این‌رو مطالعه حاضر با هدف تعیین کیفیت مراقبت‌های پس از زایمان از دیدگاه گیرندگان خدمات با استفاده از الگوی SERVQUAL  در مراکز جامع سلامت شهر سنندج در سال ۱۳۹۶ صورت گرفت.
روش‌کار: در مطالعه توصیفی- تحلیلی حاضر، ۳۸۴ نفر از زنان مراجعه‌کننده برای دریافت مراقبت‌های پس از زایمان به مراکز جامع سلامت شهر سنندج بررسی شدند. نمونه‌گیری به روش طبقه‌بندی انجام شد و گردآوری اطلاعات به کمک پرسشنامه استاندارد SERVQUAL صورت گرفت. در این پرسشنامه، شکاف کیفیت در پنج بعد خدمت (ملموسات، اطمینان، تضمین، پاسخگویی و همدلی) و ۲۲ پرسش اندازه‌گیری می‌شود. داده‌ها نیز به کمک نرم‌افزار SPSS نسخه ۲۳ و آمار توصیفی، آزمون‌های t و ANOVA تجزیه و تحلیل شدند.
یافته‌ها: در همه ابعاد پنج‌گانه کیفیت خدمات، شکاف منفی کیفیت وجود داشت. بیشترین میانگین این شکاف در بعد اطمینان (۱/۸۲-) و کمترین میانگین در بعد پاسخگویی (۱/۵۵-) است. همچنین میان سن، سطح تحصیلات و تعداد فرزندان و شکاف کیفیت ارتباط معناداری وجود نداشت (۰/۰۵> P).
نتیجه‌گیری: براساس نتایج، میان سطح انتظارات و ادراکات گیرندگان خدمات فاصله وجود دارد و تلاش برای برطرف‌کردن نیازها و دستیابی به انتظارات ضروری است.

واژه‌های کلیدی: الگوی SERVQUAL، ادراکات، انتظارات، شکاف کیفیت، مراقبت‌های پس از زایمان
متن کامل [PDF 823 kb]   (1404 دریافت)    
نوع مطالعه: پژوهشي اصیل | موضوع مقاله: مامایی
دریافت: 1397/10/16 | پذیرش: 1398/1/9 | انتشار: 1398/1/9
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