Effects of customer self-audit on the quality of maternity care in Tabriz: A cluster-randomized controlled trial

Kamal Gholipour, Jafar Sadegh Tabrizi, Mohammad Asghari Jafarabadi, Shabnam Iezadi and Ahmad Mardi

PLOS ONE, 2018, vol. 13, issue 10, 1-19

Abstract: Objective: To study the effects of customer self-audit on the service quality (SQ) and customer quality (CQ) of maternity care. Design: A community-based cluster-randomized controlled trial. Setting: Twenty-one health centres and health posts in Tabriz, Iran. Participants: Of 21 health centres/health posts, 10 were randomly assigned to the intervention group and 11 randomly assigned to the control group. Participants were 185 pregnant women selected from health centre/post registration lists (intervention group: n = 92; control group: n = 93). Interventions: The intervention was a customer self-audit based on the CenteringPregnancy® model of prenatal group care. The intervention group attended group support sessions focused on participants’ opinions, questions, and self-management concerns. They also received sessions on experiential learning, coping, problem-solving, and goal-setting by a family health expert, a midwife, and a doctor. Control group participants continued to receive individual care. Primary outcome measures: SQ and CQ were assessed using questionnaires. Patients rated the importance and performance of non-health quality dimensions. SQ was calculated as: SQ = 10 − (Importance × Performance). Results: Total mean SQ scores were 7.63 (0.91) and 8.91 (0.76) for the control and intervention groups, respectively, a statistically significant difference (p

Date: 2018
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Persistent link: https://EconPapers.repec.org/RePEc:plo:pone00:0203255

DOI: 10.1371/journal.pone.0203255

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