الفهرس 
Healthcare Service QualityOnly 14 pages are availabe for public view
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Abstract
Abstract
Background: Healthcare quality has become an important topic for practitioners, researchers and managers as it has great effect on cost reduction and services improvement. Recently, the role of individuals working in health institutions is very important for reaching the institutions’ goals. The satisfaction of the healthcare workers and the consequences of their satisfaction are good indicators of the quality and well-being of workers’ life.
Objective: To assess health services in women health centre in Nasser Institute and to analyze the customers’ opinions at women’s health centre.
Methods: This cross-sectional study was conducted at women’s health centre in Nasser institute for research and treatment. Evaluation of the centre’s structure was done according to Egyptian accreditation standards. Evaluation of services in the women’s health centre was done according to Well-Woman recommendations. The healthcare workers in the centre were given self-administered questionnaire. Sample of client women included 210 women visiting the centre who were interviewed using SERVQUAL (questionnaire).
Results: The assessment of the infrastructure of the centre was 33 out of 48.Immunization services were missing at the centre according to Well-Woman recommendations. Regarding, health care workers, the majority of healthcare workers were female (80%). Sixty percent of healthcare workers think that there is a need to improve the service packages. Regarding women seeking the services in the centre, most of them were between 45 to less than 65 years (62.9%). Most of them (82.4%) were highly educated, 69.5 % were married and 78.1% knew the services from friends and relatives. Average gap score of total SERVQUAL dimensions was (Mean ± SD) 0.6 ± 0.3. It was very obvious that all the gap scores between perception and expectation for all the quality dimensions were positive except tangibility item (Have up to date facilities) was in negative direction.
Conclusions and recommendations: According to Well-Woman recommendation, there is a defect in the comprehensive medical services in women health centre at Nasser Institute in immunization. Total satisfaction rate was high for healthcare workers and women receiving the service. It is recommended to activate items which was not present during current study such as immunization as well as more investigations such as Hepatitis C and B testing.