Service Quality for People with Type 2 Diabetes in Tabriz, Iran: The Patients' Perspective

Purpose: To assess the service quality of care as perceived by people with Type 2 Diabetes (T2D). Methods: A cross-sectional study was carried out among 180 people with Type 2 diabetes in diabetes clinic using simple random sampling method in Tabriz, Iran in 2012. Service quality was calculated using: SQ=10 – (Importance ×Performance) based on importance and performance of non-health aspects from the patients' perspective. Validity of questionnaire was confirmed by 10 experts. Data analyzed by SPSS13 software. Results: From the participants' perspective, of12 aspects of service quality, communication and prevention had the highest score for importance. Dignity had the highest score for performance. But the highest service quality values were for continuity of care, dignity and confidentiality. There was no statistically significant relationship between service quality score, age and diabetes status. Conclusion: The findings revealed that there is a notable gap between patients' expectations and perceptions. Also overall service quality and all aspects of service quality with the exception of continuity of care, dignity and confidentiality achieved inadequate quality.