ABSTRACT
Background: Health systems constantly try to improve their services to better satisfy clients' needs. One of the ways for evaluating service delivery is to ask from receipients. Satisfying clients' health needs by providing services at health centers is essential and evaluting their satsfaction with these services can improve quality care and develop future planning
Purpose: This descristive study was conducted to determine clients' satisfaction with services in urban health centers in terms of practitioners' performance, pharmacy, dentistry, and personnel behavior as well as communication
Method: In this study, 285 clients were chosen by nonprobablility sampling method. Data collection instrument was a questionnaire with 38 questions, including 11 demographic and 27 medical services satisfaction questions. It was validated by content validity and its reliabity was achieved by test-retest method
Findings: Most of the clients [%80.6] had high satisfaction with practitioners [mean = 26.72 +/- 2.54], and %75 with pharmacy and dental services [mean = 17.83 +/- 2.52]. On the other hand, %63.9 had an averge satisfaction with injection and dressing services [mean = 24.69 +/- 4.42]. The majority of clients [%77.8] were satisfeed with the behavior of personnel [from doorman to doctors], %80.6 with pharmacy, %6 1.1 with injection and dressing unit, and %75 with dintistry services. Therefore, satisfaction with clincal staff was more than other personnel
Conclusion: Results showed that the majority of subjects [%63.2] had high level of satisfaction with medical services and %36.8 had an average level of satisfaction. The results can show that provision of the services has a good quality from the clients' point of view. As a matter of fact, more comprehensive studies in this regard are recommended