Evidence map›Paper›PMID 30876453›Full record

ArticleBMC health services research2019

Evaluation of service quality from patients' viewpoint.

Mohammad Ali Abbasi-Moghaddam, Ehsan Zarei, Rafat Bagherzadeh, Hossein Dargahi, Pouria Farrokhi

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Article in BMC health services research, 2019. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 40 papers, 3 of them syntheses that pooled it.

0numbers the graph read from it
0cells of the map it votes in
40citing papers in PubMed, 3 pooled it
–field-weighted citation impact
1 · What the graph read from it

What it found

Each row is one number read from the abstract, on the scale the paper reported it, with its interval. Left of the dashed line favours the treatment, right favours the comparator. Under each row is the sentence it came from. New to these charts? A ten-minute tutorial.

The abstract states no effect estimate the extractor could read, or names no intervention and outcome on the map, so this paper lights no cell and moves no belief. It is still indexed, cited and linked below.

2 · The registry

The trial behind it

Trials whose registry record cites this paper, or whose number appears in the abstract. A trial that started after this paper was published is citing it as background, not reporting it.

Neither the registry nor the abstract names a trial number. If this is a trial report, that itself is worth knowing.

3 · Its place in the literature

Who cites it

40 citing papers in PubMed, 3 syntheses or guidelines pooled it.

  1. Pooled it
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  6. Impact of Emerging Technologies on Outpatient Care Quality: Mixed Methods Study.JMIR rehabilitation and assistive technologies · 2026
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4 · The record

Corrections and comments

PubMed lists nothing against this paper. Absence here is not a guarantee, only a check that was made.

5 · Who and what money

Authors and funding

5 authors.

Mohammad Ali Abbasi-MoghaddamDepartment of Health Care Management, School of Allied Medical Sciences, Tehran University of Medical Sciences, Tehran, Iran.
Ehsan ZareiDepartment of Health Service Management, School of Management and Medical Education, Shahid Beheshti University of Medical Sciences, Tehran, Iran.
Rafat BagherzadehSchool of Health Management and Information Sciences, Iran University of Medical Sciences, Tehran, Iran.
Hossein DargahiHealth Information Management Research Center, Tehran University of Medical Sciences, Tehran, Iran.
Pouria FarrokhiSchool of Health Management and Information Sciences, Iran University of Medical Sciences, Tehran, Iran. Pouriafarrokhi73@gmail.com.

Funding

No grant is acknowledged in the PubMed record.

6 · The paper itself

Abstract

backgroundMeasuring patients' perception from health service quality as an important element in the assessment of service quality has attracted much attention in recent years. Therefore, this study was conducted to find out how the patients evaluated service quality of clinics at teaching hospitals affiliated with Tehran University of Medical Sciences in Iran.

methodsThis cross-sectional study was conducted in Tehran in 2017 and 400 patients were randomly selected from four hospitals. Data were collected using a questionnaire, the validity and reliability of which were confirmed in previous study. In order to analyze the data, T-test, ANOVA, and Pearson correlation coefficient were calculated using SPSS 23.

resultsThe results indicated that among eight dimensions of health service quality, the patients were more satisfied with physician consultation, services costs and admission process. The highest and lowest mean scores were related to physician consultation (Mean = 4.17), and waiting time (Mean = 2.64), in that order. The total mean score of service quality was 3.73 (± 0.51) out of 5. Outpatient services were assessed as good, moderate and weak by 57.5, 40 and 2.5% of the patients, respectively. There was a significant relationship between the positive perception of service quality and reason for admission, source of recommendation, gender, education level, health status, and waiting time in the clinics (p <  0.05).

conclusionThe majority of the patients had a positive experience with visiting clinics and perceived service provision as good. In fact, patients' perceptions of physician consultation, provision of information to patients and the environment of delivering services, are the most important determinants of service quality in clinics.

Indexed as

Patient SatisfactionQuality of Health CareAdultAmbulatory CareCross-Sectional StudiesFemaleHealth Care SurveysHospitals, TeachingHumansIranMaleMiddle AgedReproducibility of ResultsOutpatient servicesPatient perceptionQuality assessmentService quality

Identifiers

PMID30876453
PMCPMC6420766

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Read under generation 80e0d062 · epoch 390. Bibliography from PubMed, PubMed Central and OpenAlex; grants from NIH RePORTER; trial links from ClinicalTrials.gov; estimates, votes and beliefs from the OpenQuestion graph.