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

To study the effects of customer self-audit on the service quality (SQ) and customer quality (CQ) of maternity care. A community-based cluster-randomized controlled trial. Twenty-one health centres and health posts in Tabriz, Iran. Of 21 health centres/health posts, 10 were randomly assigned to the...

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Bibliographic Details
Published in:PloS one 2018-10, Vol.13 (10), p.e0203255-e0203255
Main Authors: Gholipour, Kamal, Tabrizi, Jafar Sadegh, Asghari Jafarabadi, Mohammad, Iezadi, Shabnam, Mardi, Ahmad
Format: Article
Language:English
Subjects:
Adaptation, Psychological
Adolescent
Adult
Autonomy
Childbirth & labor
Clusters
Customer services
Education
Empowerment
Female
Health care facilities
Health services
Humans
Intervention
Iran
Maternal child nursing
Maternal Health Services
Medical research
Medicine and Health Sciences
Midwifery
Obstetrics - methods
People and Places
Perceptions
Pregnancy
Prenatal care
Prenatal Care - methods
Problem solving
Quality of care
Quality of Health Care
Quality of service
Randomization
Research and Analysis Methods
Self Care - standards
Social Sciences
Statistical analysis
Statistical significance
Surveys and Questionnaires
Vitamins - administration & dosage
Womens health
Young Adult
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Summary:To study the effects of customer self-audit on the service quality (SQ) and customer quality (CQ) of maternity care. A community-based cluster-randomized controlled trial. Twenty-one health centres and health posts in Tabriz, Iran. 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). 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. 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). 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
ISSN:1932-6203
1932-6203
DOI:10.1371/journal.pone.0203255