Volume 34, Issue 241 (1-2025)
J Mazandaran Univ Med Sci 2025, 34(241): 110-120 |
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Jafari Kelarijani S E, Alavimatin Y, Paydarfard D. A Model for Enhancing the Quality of Services in the Management of Social Security Healthcare in Mazandaran Province. J Mazandaran Univ Med Sci 2025; 34 (241) :110-120
URL: http://jmums.mazums.ac.ir/article-1-21534-en.html
URL: http://jmums.mazums.ac.ir/article-1-21534-en.html
Abstract: (483 Views)
Background and purpose: The Family Physician Program is a community-based initiative designed to provide healthcare services to all members of society, regardless of age or gender, in a comprehensive, coordinated, continuous, and patient-centered manner. The quality of services provided by family physicians plays a crucial role in achieving the fundamental objectives of the Family Physician Plan. Therefore, this study was conducted with the aim of developing a model to enhance the quality of services in the management of social security healthcare in Mazandaran Province.
Materials and methods: The statistical population of the qualitative section included family physicians and treatment managers with at leas five years of experience. The sample size in the qualitative section was determined using snowball sampling until data saturation was reached, which in this study occurred with 17 participants. To collect data, interviews and questionnaires were used, with the questionnaire developed based on interview results and content analysis. The face validity of the questionnaire was assessed by supervisors and consultants, while its content validity was evaluated using the CVR index. Data analysis was conducted using the meta-synthesis technique.
Results: Based on the research findings, 32 indicators were identified, categorized into two main themes and six sub-themes. For the tangible service quality dimension, diagnostic criteria were established for the quality of cost-related services and the quality of electronic services. In contrast, for the intangible service quality dimension, criteria were identified for the quality of insurance services and responsiveness, the quality of obstetrics and gynecology services, and the quality of consulting services.
Conclusion: The identified family physician empowerment indicators have led to an improvement in the quality of services in the management of social security healthcare in Mazandaran. It is essential for policymakers and health system managers to address the challenges of the Family Physician Policy by utilizing the findings of this study. This can be achieved by enhancing transparency in guidelines and executive agreements, addressing the motivational and educational needs of family physicians, revising and improving methods for collecting environmental data, and adopting evidence-based decision-making.
Materials and methods: The statistical population of the qualitative section included family physicians and treatment managers with at leas five years of experience. The sample size in the qualitative section was determined using snowball sampling until data saturation was reached, which in this study occurred with 17 participants. To collect data, interviews and questionnaires were used, with the questionnaire developed based on interview results and content analysis. The face validity of the questionnaire was assessed by supervisors and consultants, while its content validity was evaluated using the CVR index. Data analysis was conducted using the meta-synthesis technique.
Results: Based on the research findings, 32 indicators were identified, categorized into two main themes and six sub-themes. For the tangible service quality dimension, diagnostic criteria were established for the quality of cost-related services and the quality of electronic services. In contrast, for the intangible service quality dimension, criteria were identified for the quality of insurance services and responsiveness, the quality of obstetrics and gynecology services, and the quality of consulting services.
Conclusion: The identified family physician empowerment indicators have led to an improvement in the quality of services in the management of social security healthcare in Mazandaran. It is essential for policymakers and health system managers to address the challenges of the Family Physician Policy by utilizing the findings of this study. This can be achieved by enhancing transparency in guidelines and executive agreements, addressing the motivational and educational needs of family physicians, revising and improving methods for collecting environmental data, and adopting evidence-based decision-making.
Keywords: health system, insurance service, medical service, therapy management, ultra-combination technique
Type of Study: Research(Original) |
Subject:
Health Services Management
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