Assessing the Quality of Nursing Care in the Dialysis Department of a Central TherapeuticComplex using SERVQUAL: A Comprehensive Evaluation Study

Introduction: In the healthcare system, hospitals hold a significant role in delivering health services to diversepopulations. While the dialysis department is crucial, limited research has been conducted in this area. Dialysispatients experience a diminished quality of life and spend substantial time within hospital settings. The qualityof healthcare services is measured by factors such as preparedness, availability, appropriateness, adequacy,friendliness, and continuous support, all of which contribute to service excellence. This study aimed toscientifically assess the quality of nursing care provided in the dialysis department of a central TherapeuticComplex using the SERVQUAL.Methods: This descriptive-analytical study was carried out at the Payambar Azam Educational, Therapeutic,and Research Complex in Bandar Abbas, Iran from ۲۰۲۲ to ۲۰۲۳. The study population consisted of ۱۸۰hemodialysis patients who were included using a census method. Data collection was performed using theSERVQUAL questionnaire. The analysis was conducted using descriptive and analytical statistics with SPSS.Results: From the patients' point of view, there were gaps in the quality of nursing services in all dimensionsof perceptions and expectations. The tangible dimension has the largest gap and the assurance dimension hasthe smallest gap. Also, there were statistically significant differences in dimensions of the tangible, reliability,responsiveness, and empathy between expectations and perceptions of patients.Conclusion: The findings show that hospital managers and healthcare professionals should pay more attentionto the expectations of patients in the dialysis department. Considering the physical and mental problems ofhemodialysis patients, the lack of proper quality health services will add a double burden to the problems ofthese patients.

کلیدواژه ها:

Quality ، SERVQUAL Model ، Hemodialysis ، Perception ، Expectation