A quasi-experimental study to improve health service quality: implementing communication and self-efficacy skills training to primary healthcare workers in two counties in Iran

Hossein Shahnazi,Mahmood Karimy,Lar Stein,Mansooreh Basiri,Marzieh Araban,Ali Ghazvini

doi:10.1186/s12909-021-02796-4

Abstract

BackgroundService satisfaction ratings from clients are a good indicator of service quality. The present study aimed to investigate the impact of communication skills and self-efficacy training for healthcare workers on clients’ satisfaction.MethodsA quasi-experimental study was conducted in health centers of Saveh University of Medical Science in Iran. Primary Healthcare (PHC; N = 105) workers and service recipients (N = 364) were randomly assigned to intervention and control groups. The intervention group received four 90-min training sessions consisting of lecture, film screening, role-playing, and discussion group. Before and 3 months after the intervention, a multi-part questionnaire (including demographics, self-efficacy and communication skills in PHC workers; and satisfaction questionnaire in service recipients) was completed by participants in both intervention and control groups.ResultsPHC worker mean scores of self-efficacy and communication skills after the educational program were increased in the intervention group compared to the control group (p < 0.05). Also, mean satisfaction scores for service recipients of the intervention group (PHC workers) generally significantly increased compared to the control group (p < 0.001).ConclusionsThe educational program improved the self-efficacy, and communication skills in health workers and improved client satisfaction overall. Our results support the application of self-efficacy and communication skills training for other medical groups who wish to improve clients satisfaction as an important health services outcome.

Highlights

Service satisfaction is affected by service quality, quality of service delivery, and levels of service recipients’ expectation of service quality [1, 2]
Since satisfaction is an important index of quality and performance of health care [13, 15] and given the lack of information on how Communication skills (CS) and SE of health workers affect patient satisfaction, the present study aimed to evaluate the impact of an educational intervention, based on SE and CS, for Primary Healthcare (PHC) workers
Among PHC workers, intervention and control groups were similar on demographic variables and there were no significant differences between groups

Summary

Introduction

Service satisfaction is affected by service quality, quality of service delivery, and levels of service recipients’ expectation of service quality [1, 2]. Service satisfaction is a good indicator of service quality [2]. Measurement of service recipient satisfaction is a common method for evaluating the treatment quality in healthcare organizations [3]. Proper and effective communication between health personnel and patients has a positive impact on health and medical care and enhances patient satisfaction. Communication skills (CS) are crucial to professionals that come in direct contact with clients Such skills convey respect, attention and empathy; and frequently include asking open questions, listening actively, and using intelligible words for patients in order to increase the effectiveness of medical interview and treatment process as well as patients’ satisfaction [8,9,10]. Service satisfaction ratings from clients are a good indicator of service quality. The present study aimed to investigate the impact of communication skills and self-efficacy training for healthcare workers on clients’ satisfaction

Methods

Results

Discussion

Conclusion